Terms of Service

Hinto is a customer support platform built for early-stage B2B SaaS teams. When a support ticket comes in, Hinto investigates it: it reads the customer's real product session and, where connected, the codebase and error reports, to find the likely cause. It states its confidence honestly rather than guessing, drafts a reply, and hands engineers what they need to fix the underlying bug.

These Terms of Service (“Terms”) govern your organization's use of Hinto. In these Terms, “Hinto,” “we,” “us,” and “our” refer to the Hinto service; “you” and “your organization” refer to the company or team using it. A human on your team always reviews and sends every reply Hinto drafts to a customer; Hinto never sends one on your behalf. Hinto does post automatically into the Slack channel a ticket came from, including an acknowledgement when it starts investigating and its findings, with the drafted reply, once it's done. If you have chosen to track a channel that is shared with a customer, those posts are visible to them there.

By creating a Hinto organization, connecting an integration, or otherwise using Hinto, your organization agrees to these Terms. The person doing so confirms they have the authority to accept these Terms on their organization's behalf.

These Terms are between Hinto and the organization using the service. They do not create any agreement between Hinto and your organization's own end users or customers.

Hinto accounts are managed through organizations. Each organization controls who on its team can sign in, what they can see, and which integrations are connected. You are responsible for the people your organization invites and for keeping sign-in credentials secure.

You must give us accurate information when you set up your organization and keep it reasonably up to date.

In addition to anything else in these Terms, you agree not to:

• Use Hinto to investigate or respond to tickets that are not your own organization's
• Attempt to bypass, probe, or overwhelm Hinto's systems, including the API and MCP endpoints
• Send Hinto data you are not permitted to share with us, including sensitive categories such as government identifiers, financial account numbers, or health records
• Use Hinto in a way that violates applicable law or infringes anyone else's rights

You own the data you send to Hinto or connect through an integration, including your product's session data, your codebase, and your support conversations. We do not sell it, and we do not use it to train models for other customers.

Hinto owns the service itself: the software, the investigation logic, and the underlying platform. Using Hinto does not transfer any ownership of that to you.

You choose what data Hinto can see. Anything Hinto's browser SDK captures, or that a connected integration exposes, is data you control the flow of, not data we go looking for on our own.

If you install Hinto's browser SDK in your own product, you are responsible for telling your own end users what it captures, in whatever way your own privacy notice requires. Our Privacy Policy describes what the SDK captures on your behalf, but it does not substitute for your own disclosure to your users.

Hinto can read from services you connect, such as Slack, GitHub, Sentry, and Linear, so an investigation can cite real evidence. You choose which of these to connect and can disconnect any of them from Settings at any time.

Your use of those third-party services is governed by your own agreement with them, not by these Terms.

Hinto is $59 a month (15 investigation runs included, then usage-based pricing; Hinto investigates every ticket). Every subscription includes a 14 day free trial, and no card is required to start it.

Usage pricing after the included band follows the investigator's rate card. When Hinto investigates: 1 through 15: included; 16 through 50: $3 each; 51 through 200: $2 each; 201 and above: $1 each. When you bring your own agent: 1 through 50: included; 51 through 200: $1.25 each; 201 through 500: $1 each; 501 and above: $0.75 each. Bring-your-own-agent investigation runs are billed by Hinto on that schedule. Your agent vendor bills you separately for their compute. You choose a monthly investigation cap in Settings, from 15 to 500. Support tickets in the inbox are not metered. Your bill reflects investigation runs in that period, including re-runs.

Billing is handled by Stripe. Subscriptions renew monthly until canceled, and you can view invoices, change your cap, or cancel at any time from Settings, which opens Stripe's own billing portal.

At 80% of your cap we warn you. At the cap, new investigations pause until the next billing period or you raise the cap. Ingest still opens the ticket. Investigations already in flight keep running.

If your volume is above our published tiers, email hello@gethinto.com and we will work out something that fits.

Hinto is an early-stage product. We work to keep it available and to fix problems quickly, but we do not currently promise a specific uptime percentage or a formal service level agreement.

Support requests can be sent to hello@gethinto.com.

Hinto is provided “as is.” Investigation findings, confidence scores, and drafted replies are Hinto's best assessment based on the evidence it can see; they are not guaranteed to be correct, and a human on your team is expected to review them before anything reaches a customer.

To the maximum extent permitted by applicable law, we disclaim all warranties, express or implied, about Hinto, including any warranty of merchantability, fitness for a particular purpose, or non-infringement.

To the maximum extent permitted by applicable law, Hinto will not be liable for any indirect, incidental, special, or consequential damages arising from your use of the service, including lost profits or lost data, even if we were advised they were possible.

This limitation does not apply where it cannot lawfully be excluded.

We may suspend or terminate your access to Hinto if you materially breach these Terms, including the acceptable use section, or if we reasonably believe continued access poses a security or legal risk. Where practical, we will tell you why.

You can stop using Hinto and cancel your subscription at any time from Settings. On request, we will delete your organization's data, as described in our Privacy Policy.

Hinto is actively being built, and the service will change over time. We may update these Terms as it does. If we make a material change, we will make a reasonable effort to let you know, such as by email or an in-app notice.

Continuing to use Hinto after a change takes effect means you accept the updated Terms.

Questions about these Terms can be sent to hello@gethinto.com.