Privacy Policy

1. Information We Collect

1.1 Account Information

When you register for a SupportHQ account, we collect your name, email address, company name, and payment information. Payment details are processed securely by our third-party payment processor (Stripe) and we do not store full credit card numbers on our servers.

1.2 Service Usage Data

We automatically collect information about how you interact with the Service, including pages visited, features used, session duration, IP address, browser type, operating system, and referring URLs.

1.3 Chat Widget Data

When visitors interact with a SupportHQ-powered chat widget on a customer's website, we collect the conversation content, visitor IP address, browser information, and any information the visitor voluntarily provides (such as name, email, or phone number). This data is processed on behalf of our customer (the widget owner) who acts as the data controller.

1.4 Documents and Training Data

Customers may upload documents, URLs, and other content to train their AI assistant. This content is stored securely and used solely to provide AI-powered responses within the customer's widget.

1.5 Cookies and Similar Technologies

We use cookies and similar tracking technologies to maintain sessions, remember preferences, and analyze usage patterns. The chat widget uses a session cookie to maintain conversation continuity. You can control cookie preferences through your browser settings.

2. How We Use Your Information

We use the information we collect to:

• Provide, maintain, and improve the Service
• Process transactions and send related information
• Send administrative notifications (account confirmations, security alerts, technical updates)
• Respond to customer support requests
• Monitor and analyze usage trends to improve user experience
• Detect, prevent, and address technical issues or fraudulent activity
• Generate anonymized, aggregated analytics to improve our AI models and Service quality

3. AI Data Processing

SupportHQ uses third-party AI providers (such as OpenAI) to power chat responses. Conversation data is sent to these providers solely for the purpose of generating responses. Our AI providers do not use your data to train their models. We do not sell conversation data to any third party.

4. Data Sharing and Disclosure

We may share your information with:

• Service providers who assist us in operating the Service (hosting, payment processing, analytics, email delivery)
• AI sub-processors for generating chat responses, as described in Section 3
• Legal authorities when required by law, regulation, legal process, or enforceable governmental request
• Business transfers in connection with a merger, acquisition, or sale of assets, in which case your data may be transferred to the acquiring entity

We do not sell your personal information to third parties.

5. Data Retention

We retain your information for as long as your account is active or as needed to provide the Service. Upon account termination, we will delete or anonymize your data within 90 days, unless we are required to retain it for legal or regulatory purposes. Chat conversation data is retained in accordance with the data retention settings configured by the widget owner.

6. Data Security

We implement commercially reasonable technical and organizational measures to protect your information, including encryption in transit (TLS) and at rest, access controls, and regular security assessments. However, no method of transmission over the Internet or electronic storage is 100% secure, and we cannot guarantee absolute security.

7. International Data Transfers

Your information may be transferred to and processed in countries other than your country of residence. We ensure appropriate safeguards are in place for such transfers, including Standard Contractual Clauses (SCCs) where required by applicable law.

8. Your Rights

Depending on your jurisdiction, you may have the right to:

• Access, correct, or delete your personal data
• Object to or restrict certain processing activities
• Request portability of your data
• Withdraw consent where processing is based on consent
• Lodge a complaint with your local data protection authority

To exercise these rights, contact us at support@supporthq.ai.

8.1 California Residents (CCPA/CPRA)

If you are a California resident, you have additional rights under the California Consumer Privacy Act, including the right to know what personal information we collect, the right to request deletion, and the right to opt out of the sale or sharing of personal information. We do not sell personal information. To submit a request, email support@supporthq.ai.

9. Children's Privacy

The Service is not directed to individuals under the age of 16. We do not knowingly collect personal information from children. If we become aware that we have collected personal data from a child under 16, we will take steps to delete that information.

10. Third-Party Links

The Service may contain links to third-party websites or services. We are not responsible for the privacy practices of these third parties and encourage you to review their privacy policies.

11. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by posting the updated policy on this page and updating the "Last updated" date. Your continued use of the Service after changes are posted constitutes acceptance of the revised policy.

12. Contact Us

If you have questions about this Privacy Policy, please contact us at:

• Email: support@supporthq.ai
• Website: supporthq.io