Terms of Service

1. The agreement

These Terms govern use of Artica (the "Service"), provided by Hosam Hassan LLC ("Artica," "we"), at askartica.com and app.askartica.com, including the Artica Chrome extension. By creating an account or using the Service you agree to these Terms — on behalf of yourself and, if you're using the Service for an organization, on behalf of that organization ("Customer"). If you don't have authority to bind that organization, don't accept.

The Service is offered to businesses. It is not directed at consumers or at anyone under 16.

2. The Service

Artica connects to Customer's Zendesk instance under an OAuth grant Customer authorizes, analyzes recent support tickets to produce a topic taxonomy and help-center coverage report, and provides tools to draft help-center articles and export them to Zendesk as unpublished drafts. A Chrome extension can record workflows as screenshots that are redacted in the browser before upload.

What the Service does not do: Artica does not publish to Customer's help center — exports arrive as unpublished drafts and Customer always takes the final publishing step. Artica does not modify or delete Customer's tickets. And Artica does not retain ticket text (§7).

3. Accounts and workspaces

• Customer is responsible for the accuracy of its account information and for all activity under its workspace, including by invited members.
• Workspace roles (Owner, Editor, Viewer) are assigned by Customer. Invitations are single-use and revocable.
• Keep credentials confidential, and notify us promptly at hello@askartica.com of any suspected unauthorized access.

4. Plans and payment

• Free tier. One ticket pull and the resulting audit, viewable read-only for 30 days from the date the audit completes. After that period the workspace's topics and articles are inaccessible until a paid subscription begins; the underlying data is retained, not deleted. The free tier does not include article creation, editing, capture, export, or periodic re-checks. We may change what the free tier includes prospectively.
• Paid plan — US $399 per month per workspace, billed monthly in advance through Stripe. It includes article creation, editing, capture, export to Zendesk, and periodic re-checks. Prices exclude taxes; Customer is responsible for applicable taxes.
• Payment details go directly to Stripe; Artica never receives or stores card numbers.
• Subscriptions renew monthly until cancelled. Cancellation takes effect at the end of the current billing period, and the workspace then reverts to the free tier's read-only access for a further 30 days, after which the free-tier access period above applies. Fees for partial billing periods are not refunded.
• We may change paid-plan pricing with at least 30 days' notice, effective at the next renewal.

5. Customer responsibilities

Customer represents that it:

• has the right, and any legally required basis, to connect its Zendesk instance and permit Artica's processing of the support data in it — including personal data of Customer's own end users;
• will use the capture extension only on systems it is authorized to record, and will review captured screenshots before including them in articles — automated redaction is a safeguard, not a guarantee (§8);
• will not use the Service to violate law, infringe third-party rights, probe or disrupt the Service, resell it, or attempt to reach other customers' data;
• is responsible for the content of the articles it authors and publishes.

6. Customer Data and ownership

• Customer Data means data Customer submits or connects to the Service — Zendesk ticket data processed during a pull, help-center content, captured screenshots, and articles authored in the Service. Customer owns Customer Data.
• Customer grants Artica a limited license to process Customer Data solely to provide, secure, and support the Service.
• Derived outputs — the taxonomy, topic labels, coverage results, and drafts generated for Customer — are part of Customer's workspace and are for Customer's use.
• Artica may use aggregated, de-identified operational data (job durations, token counts, volume counts) to operate and improve the Service. This never includes ticket text, which is not retained at all (§7).

7. The retention commitment

Artica processes ticket text transiently: tickets are pulled into an ephemeral processing environment, converted to numerical embeddings, clustered and labeled, and the text is discarded as it is processed. Ticket subjects, bodies, and requester identities are not written to Artica's databases — enforced by an automated schema check in our build pipeline that fails any change creating storage for them. What Artica does retain is described in the Privacy Policy and the DPA. This section states the operative behavior of the product; warranties are as set out in §11.

8. The Chrome extension and redaction

The extension redacts detected sensitive content — emails, payment-card numbers, credentials and tokens, phone numbers, SSNs, IBANs, password fields — in the browser, before screenshots are uploaded. Detection is pattern-based and intentionally over-inclusive, but no automated redaction is complete. Customer must review captures before use and is responsible for what appears in its published articles.

9. Third-party services

The Service depends on third-party providers (hosting, database, storage, AI model providers, identity, billing, email — listed at askartica.com/subprocessors) and on Zendesk's APIs. Artica is not responsible for Zendesk's availability or API changes, though we'll make reasonable efforts to adapt. Customer's use of Zendesk remains governed by Customer's own agreement with Zendesk.

10. Suspension and termination

• Either party may terminate at any time; Customer can disconnect Zendesk and cancel in Settings.
• We may suspend or terminate access for material breach, non-payment, or use that threatens the Service's security or integrity — with notice where practicable.
• On termination, Customer may request deletion of its workspace (see the Privacy Policy). Sections that by their nature survive — ownership, disclaimers, liability limits — survive termination.

11. Disclaimers

The Service is provided "as is" and "as available." Topic clustering and AI-generated content are probabilistic: Artica does not warrant that the taxonomy, coverage results, or generated drafts are accurate, complete, or fit for a particular purpose, and Customer is responsible for editorial review before publishing anything. To the maximum extent permitted by law, all implied warranties are disclaimed.

12. Limitation of liability

To the maximum extent permitted by law: neither party is liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, or data; and each party's aggregate liability under these Terms is capped at the fees Customer paid Artica in the 12 months preceding the claim (or US $100 if no fees were paid). These limits don't apply to Customer's payment obligations or to either party's breach of §14 (Confidentiality).

13. Indemnification

Customer will defend and indemnify Artica against third-party claims arising from Customer Data or from Customer's use of the Service in breach of §5.

14. Confidentiality

Each party will protect the other's non-public information with at least reasonable care and use it only to perform under these Terms. Customer Data handling is further governed by the Privacy Policy and, where executed, the DPA.

15. Changes to the Service and these Terms

We may modify the Service. We may update these Terms with notice — email to the workspace Owner and/or in-product — and material changes take effect no sooner than 30 days after notice, except changes required by law. Continued use after the effective date constitutes acceptance.

16. General

These Terms are governed by the laws of the State of Wyoming, USA, and disputes are subject to the state and federal courts located there, each party consenting to that venue. Neither party may assign these Terms without consent, except to a successor in a merger or sale of substantially all assets. If a provision is unenforceable, the rest stand. No waiver is implied by delay. Neither party is liable for delay caused by events beyond its reasonable control. These Terms, the Privacy Policy, and any executed DPA are the entire agreement. Notices to Artica: hello@askartica.com.