Legal Information
Important legal documents outlining our terms of service and privacy practices.
Legal Documents
Terms of Service (Data & Privacy)
Introduction
These Terms of Service describe how Supporticon handles end user data when you use our applications and integrations. They are intentionally focused on data: what we collect, where it is stored, how it is protected, and when it is deleted. By installing or using our app, you agree to these data and privacy terms.
Types of Data We Process
Data Collection
We collect and process only the data needed to operate our app and provide AI assisted customer support features. This may include:
- Name and email address of your users or agents.
- Helpdesk domain or subdomain (for example, your Freshdesk domain) and configuration details required for integration.
- Support related content and metadata (such as tickets, messages, knowledge base content, and similar material) needed to power AI responses.
- Basic usage and diagnostic information (such as logs and performance metrics) to keep the service reliable and secure.
Purpose of Use
We use this data only to operate, maintain, and improve our app for your company, such as generating AI assisted responses based solely on your company's data, surfacing relevant content from your own systems, and securing the service. We do not sell or rent end user data, we do not use your data to train models that serve other companies, and we do not use it for unrelated advertising or marketing.
Data Storage, Location & Security
Where Data Is Stored
All end user data processed by our app, including data in DynamoDB and our vector database, is stored only in Amazon Web Services (AWS) data centers located in India. We do not store end user data in any other country.
Encryption at Rest
All end user data stored in AWS services (including DynamoDB and our vector database) is encrypted at rest using AWS managed encryption with AES-256 or equivalent industry standard algorithms.
Encryption in Transit
All data transmitted between your systems and our services is encrypted in transit using HTTPS (TLS). We do not permit unencrypted connections for production use.
Data Sharing & Transfers
Third party Sharing
We do not share end user data with any third party entities for their own purposes. End user data is used only within our AWS environment to operate the app and is not sold, rented, or disclosed to external parties, except where we are legally required to do so.
EEA Data Transfers
We do not transfer end user data of residents of the European Economic Area (EEA) outside the EEA. Our app is designed so that all stored end user data remains within AWS India.
Data Retention & Deletion
Retention
We keep end user data only for as long as it is needed to provide the app and fulfill the purposes described above, or as required by applicable law.
Uninstall & Account Closure
When you uninstall the app or request closure of your account, we delete or irreversibly anonymize associated end user data within 30 days, unless we are required by law to retain it for a longer period.
Your Responsibilities
- Provide accurate integration details (such as helpdesk domain and API credentials) and keep them up to date.
- Maintain the security of your accounts, credentials, and access tokens that connect your systems to our app.
- Ensure you have appropriate rights and consents to send end user data to our app for processing.
Limitation of Liability
To the maximum extent permitted by law, Supporticon is not liable for any indirect, incidental, special, or consequential damages arising from the use of our services or from data processing activities carried out in accordance with these Terms.
Changes to These Terms
We may update these Terms from time to time to reflect changes in our services or legal requirements. When we make material changes, we will notify you via in app notice or email, and your continued use of the app after the effective date constitutes acceptance of the updated Terms.
Governing Law & Contact
These Terms are governed by the laws of India, and any disputes will be subject to the exclusive jurisdiction of the courts in India. If you have questions about these Terms or our data handling practices, contact founder@supporticon.com.