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Zendesk Onboarding Optimization System Integration KB Customization Reporting Advanced AI Workforce Management Copilot Quality Assurance View all Zendesk services → AI Solutions Flint AI – Autonomous Agent Intent & Entity Detector AI Consultancy N8N Make.com CRM Tools PipeDrive FreshDesk CX Strategy Licensing CX Consulting Case Studies Learn Blog Pricing Get Quote Onboarding Optimization System Integration KB Customization Reporting Advanced AI Workforce Management Copilot Quality Assurance Flint AI – Autonomous Agent Intent & Entity Detector AI Consultancy N8N Make.com PipeDrive FreshDesk Licensing CX Consulting Case Studies Learn Blog Pricing Get Quote → Licensing CX Strategy Ai Solutions Onboarding Optimization Integrations Use Cases Streamlining IT Asset Management for Porsche Korea How Skyscanner Reduced Customer Contacts by 40% Customizing a Zendesk Community and Help Center for AEB SmartMLS Improves CSAT with Optimized Zendesk How Ezugi Got A 40% Efficiency Boost With Zendesk How Popytrade Put E-Commerce on Autopilot Privacy Policy Last updated: December 12th 2025 This Privacy Policy explains how Roca.work SL and Kaidominic Devs SRL (together, “Roca.work”, “we”, “us”, “our”) collect, use, disclose, and protect personal data when you: visit our website https://roca.work contact us via forms or email subscribe to our newsletter interact with our marketing communications use our Zendesk-related services or AI applications We are committed to protecting your privacy and processing personal data in accordance with Regulation (EU) 2016/679 (GDPR) and applicable national data protection laws. 1. Who We Are (Data Controllers) Primary Data Controller Roca.work SL Roca.Work SL registered at Calle Azahar 0003 Ptal 02, Guia de Isora, Spain, 38685, TAX ID: B 56143696 Email: info@roca.work Roca.work SL acts as the primary controller for the website, commercial activities, services, and AI applications. Joint Data Controller Kaidominic Devs SRL Str. Caloianca nr. 16C, Slatina, Olt, Romania CUI 37988233 Trade Register No. J28/987/2017 Email: info@roca.work Kaidominic Devs SRL acts as a joint controller, supporting service delivery, technical operations, and compliance activities. The two entities cooperate closely and determine jointly the purposes and means of certain data processing operations, in accordance with Article 26 GDPR. 2. Scope of This Privacy Policy This Privacy Policy applies to personal data processed: through our website through contact and lead-generation forms through newsletter subscriptions during sales and business communications in connection with our Zendesk consulting services in connection with our AI applications integrated with Zendesk It does not apply to third-party websites or services that may be linked from our website. Those third parties have their own privacy policies. 3. Contact for Privacy Matters For any questions regarding this Privacy Policy or the processing of your personal data, you may contact us at: 📧 info@roca.work You may use this address to: request information exercise your GDPR rights submit complaints or concerns 4. Categories of Personal Data We Collect We collect personal data directly from you and indirectly through your interaction with our website and services. 4.1. Data You Provide Voluntarily When you contact us, request information, or subscribe to our communications, we may collect the following personal data: First and last name Email address Phone number Company name Job title or position Any information you choose to include in your message Providing this data is voluntary. However, if you choose not to provide certain information, we may not be able to respond to your request or provide our services. 4.2. Marketing and Newsletter Data When you subscribe to our newsletter or marketing communications, we process: Name Email address Company name Job title (if provided) Subscription preferences Interaction data (opens, clicks, unsubscribe events) Newsletter and marketing communications are sent via Mailchimp. 4.3. Website Usage and Technical Data When you visit our website, we may automatically collect certain technical and usage data, such as: IP address (in full or shortened form, depending on the tool used) Browser type and version Device type and operating system Pages visited and actions taken on the site Referrer URLs Date and time of access Approximate location (city / country level) This data is collected through: Squarespace analytics Google Analytics (GA4) Advertising and tracking technologies (where applicable) Further details are provided in our Cookie Policy. 4.4. Cookies and Similar Technologies We use cookies and similar technologies to: Ensure the website functions correctly Understand how visitors use our website Measure marketing performance Improve user experience Some cookies are strictly necessary, while others are optional and subject to consent. Due to platform limitations, some third-party cookies may load before consent. Full details are available in our Cookie Policy. 4.5. AI Applications and Zendesk Integration When customers use our AI applications integrated with Zendesk: We process ticket content provided by the customer Personal data is automatically redacted before being processed by AI models No payment data, credentials, or sensitive personal data is processed Depending on customer configuration: Ticket data may be processed in real time only, or Redacted ticket text may be stored temporarily to improve AI context and response quality We do not intentionally collect or store: Unredacted personal data Special categories of personal data (as defined by GDPR) 4.6. Knowledge Base and AI Context Data To support AI functionality, we may process: Knowledge base articles Documentation content Internal help materials provided by customers This data: Does not contain personal data Is used only to generate contextual AI responses Is stored as text or vector embeddings 4.7. Data We Do Not Intentionally Collect We do not intentionally collect or process: Special categories of personal data (health, biometric, political, religious data, etc.) Payment card information Government identification numbers Data relating to children If such data is accidentally provided, it will be deleted or anonymized where possible. 5. Purposes of Processing and Legal Bases We process personal data only where we have a valid legal basis under Article 6 of the GDPR and only for specific, explicit, and legitimate purposes. Below is an overview of why we process personal data and on what legal basis. 5.1. Responding to Inquiries and Requests Purpose: To respond to messages sent via contact forms, email, or other communication channels, and to take steps at your request prior to entering into a contract. Categories of data: Name Email address Phone number Company name Job title Message content Legal basis: Article 6(1)(b) GDPR — performance of a contract or steps prior to entering into a contract 5.2. Providing Services and Zendesk Consulting Purpose: To provide Zendesk consulting services, configuration, customization, support, and related professional services. Categories of data: Business contact details Communication data Service-related information Legal basis: Article 6(1)(b) GDPR — performance of a contract 5.3. Marketing Communications and Newsletters Purpose: To send newsletters, updates, invitations, and marketing communications related to our services. Categories of data: Name Email address Company name Job title Interaction data (opens, clicks) Legal basis: Article 6(1)(a) GDPR — consent You may withdraw your consent at any time by using the unsubscribe link in our emails or by contacting us. 5.4. Sales Outreach and Lead Management Purpose: To manage business leads, conduct sales outreach, and maintain professional relationships with prospective customers. Categories of data: Name Email address Company name Job title Legal basis: Article 6(1)(f) GDPR — legitimate interest Our legitimate interest consists of promoting our services to business contacts in a professional and proportionate manner. You may object to this processing at any time. 5.5. Website Analytics and Performance Monitoring Purpose: To understand how visitors use our website, improve performance, measure content effectiveness, and optimize user experience. Categories of data: Technical and usage data Cookie identifiers Device and browser information Legal basis: Article 6(1)(a) GDPR — consent (where required via cookies) Further details are available in our Cookie Policy. 5.6. Advertising and Retargeting Purpose: To measure marketing performance and, where applicable, display relevant advertisements on third-party platforms. Categories of data: Cookie identifiers Device and browser data Campaign interaction data Legal basis: Article 6(1)(a) GDPR — consent Advertising cookies are only used where consent is given, subject to platform limitations. 5.7. AI Applications and Automation Purpose: To operate AI-powered applications integrated with Zendesk, generate automated or assisted responses, and improve service efficiency. Categories of data: Redacted ticket content Technical metadata (non-identifying) Legal basis: Article 6(1)(b) GDPR — performance of a contract Article 6(1)(f) GDPR — legitimate interest in improving service quality and automation Customers remain responsible for ensuring that no unredacted personal data is intentionally submitted to the AI systems. 5.8. Logging, Security, and System Integrity Purpose: To ensure system security, detect errors, prevent abuse, and maintain service reliability. Categories of data: Technical logs Anonymized or pseudonymized identifiers Legal basis: Article 6(1)(f) GDPR — legitimate interest in ensuring security and service integrity 5.9. Legal Obligations and Dispute Resolution Purpose: To comply with legal obligations and defend or exercise legal claims. Categories of data: Identification data Communication records Contractual documentation Legal basis: Article 6(1)(c) GDPR — legal obligation Article 6(1)(f) GDPR — legitimate interest in legal defense 6. Data Retention We retain personal data only for as long as necessary to fulfill the purposes for which it was collected, unless a longer retention period is required or permitted by law. The retention periods vary depending on the type of data and the purpose of processing, as described below. 6.1. Contact and Lead Data Personal data collected through contact forms, email inquiries, or sales communications is retained: For as long as our business relationship continues, or Until you request deletion or object to processing, or Until you unsubscribe from our communications 6.2. Marketing and Newsletter Data Marketing and newsletter subscription data is retained: Until you withdraw your consent (unsubscribe), or Until the communication purpose no longer exists You may unsubscribe at any time using the link included in each email. 6.3. Website Analytics Data Website analytics data is retained in accordance with the configuration of the analytics tools used: Google Analytics (GA4): 14 months Squarespace analytics: according to platform settings This data is aggregated and used for statistical purposes. 6.4. AI Application Data For our AI applications integrated with Zendesk: Ticket data processed in real time is not stored after processing If the customer enables optional context or memory features, redacted ticket data may be stored temporarily to improve AI responses AI logs and technical metadata may be retained for a limited period for debugging, security, and performance monitoring 6.5. Legal and Compliance Data Certain data may be retained for longer periods where required to: Comply with legal obligations Respond to lawful requests from authorities Establish, exercise, or defend legal claims 6.6. Retention Review We periodically review stored personal data and delete or anonymize data that is no longer necessary for the stated purposes. 7. Data Recipients and Data Sharing We do not sell personal data. We may share personal data only where necessary and only with trusted recipients, in accordance with this Privacy Policy and applicable data protection laws. 7.1. Service Providers (Processors) We may share personal data with the following categories of service providers, acting as data processors on our behalf: Website hosting and infrastructure providers (e.g. Squarespace) Email marketing and newsletter providers (e.g. Mailchimp) Analytics and performance measurement providers (e.g. Google Analytics) Advertising and marketing platforms (e.g. Meta, LinkedIn) Cloud infrastructure and server providers (e.g. Hetzner, EU-based) AI service providers used to process redacted content only (e.g. OpenAI, Google Gemini) Professional advisors (legal, accounting, compliance) All processors are contractually bound to: Process personal data only on our instructions Implement appropriate technical and organizational security measures Comply with GDPR and applicable data protection laws 7.2. Zendesk and Customer Data When providing Zendesk-related services or AI applications: We process data only on customer instructions Customers act as data controllers for their Zendesk environments We act as a data processor or sub-processor, depending on the service Customers are responsible for: Lawful collection of end-user data Informing their own users about data processing Ensuring no unredacted personal data is intentionally submitted to AI systems 7.3. Legal and Regulatory Disclosure We may disclose personal data where required to: Comply with a legal obligation Respond to lawful requests from public authorities Protect our legal rights or defend against claims Such disclosures are made only where legally required and to the minimum extent necessary. 8. International Data Transfers Some of our service providers process data outside the European Union (EU) or European Economic Area (EEA). Where personal data is transferred outside the EU/EEA, we ensure appropriate safeguards, including: Standard Contractual Clauses (SCCs) approved by the European Commission Additional technical and organizational measures Data minimization and redaction (especially for AI processing) For AI services, only sanitized and redacted content is transmitted, and no sensitive or payment data is processed. You may request further information about international transfers by contacting us at info@roca.work. 9. Security of Personal Data We implement appropriate technical and organizational measures to protect personal data against accidental or unlawful destruction, loss, alteration, unauthorized disclosure, or access. Our technical and organizational security measures are supported by an information security management system certified under ISO/IEC 27001:2022. We also operate under an ISO 9001–certified quality management system, supporting documented processes, consistency of service delivery, and continuous improvement. These measures include, where appropriate: HTTPS encryption for data in transit Secure hosting environments Our information security controls are aligned with the requirements of ISO/IEC 27001:2022, supporting a structured approach to risk management, access control, and incident handling. Access controls and role-based permissions Two-factor authentication (2FA) for administrative access Data minimization and redaction mechanisms (especially for AI processing) Regular monitoring and logging Internal policies and procedures for data protection and incident management Access to personal data is limited to authorized personnel who require access for legitimate business purposes. While we take reasonable steps to protect personal data, no system can be guaranteed to be completely secure. 10. Personal Data Breaches In the event of a personal data breach, we will: Assess the nature and scope of the incident Take appropriate steps to mitigate potential harm Notify the competent data protection authority where required by law Inform affected individuals where the breach is likely to result in a high risk to their rights and freedoms We maintain internal procedures for detecting, reporting, and investigating personal data breaches, in accordance with GDPR requirements. 11. Your Rights Under GDPR As a data subject, you have the following rights under the GDPR, subject to applicable legal conditions: Right of access – to obtain confirmation as to whether we process your personal data and access to that data Right to rectification – to request correction of inaccurate or incomplete personal data Right to erasure (“right to be forgotten”) – to request deletion of your personal data Right to restriction of processing – to request limited processing in certain circumstances Right to data portability – to receive your data in a structured, commonly used, machine-readable format Right to object – to processing based on legitimate interests or for direct marketing purposes Right to withdraw consent – at any time, where processing is based on consent To exercise any of these rights, please contact us at: 📧 info@roca.work We may request additional information to verify your identity before responding to your request. 12. Right to Lodge a Complaint If you believe that your personal data has been processed unlawfully, you have the right to lodge a complaint with a supervisory authority. You may contact: The data protection authority in your country of residence, or The Romanian National Supervisory Authority for Personal Data Processing (ANSPDCP), or The competent authority in Spain, where our primary controller is established Contact details for the Romanian authority: Autoritatea Națională de Supraveghere a Prelucrării Datelor cu Caracter Personal Bulevardul Gheorghe Magheru nr. 28–30, Sector 1, București, România Email: anspdcp@dataprotection.ro 13. Automated Decision-Making We do not use personal data to make decisions based solely on automated processing, including profiling, that produce legal or similarly significant effects on individuals. Our AI applications are designed to assist human decision-making and do not replace human judgment. 14. Children’s Data Our website, services, and AI applications are not intended for children under the age of 16. We do not knowingly collect personal data from children. If you believe that a child has provided us with personal data, please contact us so we can delete it. 15. Changes to This Privacy Policy We may update this Privacy Policy from time to time to reflect changes in our practices, technologies, or legal requirements. Any updates will be published on this page, and the “Last updated” date will be revised accordingly. 16. Contact For any questions regarding this Privacy Policy or our data protection practices, please contact: 📧 info@roca.work