Privacy Policy

Last Updated: December 2024

Introduction

Support AI ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our AI-powered customer support platform and related services (collectively, the "Service").

Information We Collect

Personal Information

Account Information: Name, email address, company information, and contact details
Billing Information: Payment details, billing addresses, and subscription information
Profile Information: Profile pictures, job titles, and preferences
Communication Data: Messages, support tickets, and customer service interactions

Technical Information

Usage Data: How you interact with our Service, features used, and time spent
Device Information: IP addresses, browser type, operating system, and device identifiers
Log Data: Server logs, error reports, and performance metrics
Cookies and Tracking: Session data, preferences, and analytics information

AI Training Data

Knowledge Base Content: Articles, FAQs, and documentation you upload
Customer Conversations: Chat logs and support interactions (anonymized)
Feedback Data: User ratings, corrections, and improvement suggestions

How We Use Your Information

Service Provision

Provide and maintain our AI support platform
Process payments and manage subscriptions
Deliver customer support and technical assistance
Customize and improve user experience

AI Development

Train and improve our AI models
Enhance response accuracy and relevance
Develop new features and capabilities
Conduct research and analytics (using anonymized data)

Communication

Send important service updates and notifications
Provide marketing communications (with consent)
Respond to inquiries and support requests
Share product updates and new features

Legal Compliance

Comply with applicable laws and regulations
Protect against fraud and abuse
Enforce our terms of service
Respond to legal requests and court orders

Information Sharing and Disclosure

Third-Party Service Providers

We may share information with trusted third parties who assist us in:

Cloud hosting and infrastructure services
Payment processing and billing
Customer support and communication tools
Analytics and performance monitoring

Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred to the new entity.

Legal Requirements

We may disclose information when required by law, legal process, or to:

Protect our rights and property
Ensure user safety and security
Comply with regulatory requirements
Prevent fraud or illegal activities

With Your Consent

We may share information for other purposes with your explicit consent.

Data Security

Security Measures

Encryption: Data encrypted in transit and at rest
Access Controls: Role-based access and authentication
Regular Audits: Security assessments and vulnerability testing
Employee Training: Privacy and security awareness programs

Data Retention

Account Data: Retained while your account is active
Usage Data: Typically retained for 2 years
AI Training Data: Anonymized and retained for model improvement
Legal Requirements: Retained as required by applicable law

Your Rights and Choices

Access and Control

Account Management: Update profile and preferences
Data Access: Request copies of your personal information
Data Portability: Export your data in standard formats
Account Deletion: Request account closure and data deletion

Communication Preferences

Marketing Emails: Opt-out of promotional communications
Service Notifications: Manage essential service updates
Cookie Settings: Control tracking and analytics preferences

AI Model Rights

Training Opt-out: Request exclusion from AI training datasets
Content Removal: Remove specific content from AI training
Transparency: Access information about AI model usage

International Data Transfers

Your information may be transferred to and processed in countries other than your own. We ensure appropriate safeguards are in place, including:

Standard contractual clauses
Adequacy decisions
Binding corporate rules
Other lawful transfer mechanisms

Children's Privacy

Our Service is not intended for children under 13. We do not knowingly collect personal information from children under 13. If we become aware of such collection, we will take steps to delete the information.

California Privacy Rights (CCPA)

California residents have additional rights:

Right to Know: What personal information we collect and use
Right to Delete: Request deletion of personal information
Right to Opt-out: Opt-out of sale of personal information
Right to Non-discrimination: Equal service regardless of privacy choices

European Privacy Rights (GDPR)

EU residents have additional rights:

Right of Access: Obtain confirmation of data processing
Right to Rectification: Correct inaccurate personal data
Right to Erasure: Request deletion of personal data
Right to Restriction: Limit processing of personal data
Right to Data Portability: Receive data in structured format
Right to Object: Object to processing for legitimate interests

AI and Machine Learning

AI Model Training

We use anonymized and aggregated data to improve our AI models
Personal information is not used for AI training without consent
AI-generated content is clearly identified when possible

Bias and Fairness

We actively work to reduce bias in our AI systems
Regular testing and evaluation of AI model fairness
Feedback mechanisms for reporting AI-related concerns

Updates to This Policy

We may update this Privacy Policy periodically. We will notify you of material changes by:

Posting the updated policy on our website
Sending email notifications to registered users
Displaying prominent notices in our Service

Contact Information

If you have questions about this Privacy Policy or our privacy practices, please contact us:

Support AI

Email: privacy@supportai.com
Address: [Your Business Address]
Phone: [Your Contact Number]

Data Protection Officer

Email: dpo@supportai.com

Effective Date

This Privacy Policy is effective as of December 2024 and was last updated on the date shown above.