This Privacy Policy explains how Twiser Inc. (“Twiser”, “we”, “us”, or “our”) collects, uses, and protects information when you use the SupportSignal service (“Service”).
By using the Service, you agree to the collection and use of information in accordance with this Privacy Policy.
1. Information We Collect
We may collect the following types of information when you use the Service.
Account Information
When you create an account, we may collect information such as:
- name
- email address
- company name
- account credentials
Support Data
When the Service integrates with third-party support platforms, we may process support-related data, including:
- support ticket content
- ticket metadata
- conversation timestamps
- agent identifiers
- system-generated metadata
This data is processed solely for the purpose of generating analytics and operational insights.
Usage Data
We may collect technical information related to the use of the Service, including:
- login activity
- feature usage
- system interactions
- browser and device information
- IP address
2. How We Use Information
We use collected information to:
- operate and maintain the Service
- generate analytics and insights related to support operations
- improve the functionality and reliability of the Service
- detect and prevent fraud, abuse, or security incidents
- communicate with customers regarding service updates or support requests
We do not sell personal data.
3. Third-Party Services and Processing
The Service relies on certain third-party infrastructure and service providers in order to operate.
These providers may include:
- cloud infrastructure providers
- analytics services
- artificial intelligence processing services
Support conversation text may be processed by third-party artificial intelligence providers in order to generate insights and analytics within the Service.
SupportSignal currently relies on service providers including:
- Microsoft Azure (cloud infrastructure)
- OpenAI (AI processing services)
- Google Analytics (usage analytics)
Customer Data is processed by such providers only to the extent necessary to operate the Service.
5. Data Storage and Infrastructure
The Service is hosted on Microsoft Azure infrastructure located in the West Europe region.
Data is stored using industry-standard security practices, including encryption in transit and at rest where applicable.
Additional information about our infrastructure and security practices is available on our Security page: https://getsupportsignal.com/security/
6. Data Retention
Customer Data is retained according to the subscription plan associated with the Customer account.
Typical retention periods include:
- Free plan: up to 30 days
- Core plan: up to 6 months
- Scale plan: up to 12 months
Backup copies may be retained temporarily as part of the system’s point-in-time recovery process.
After termination of the Service, Customer Data may be deleted according to these retention policies.
7. Data Security
We implement reasonable technical and organizational measures designed to protect information from unauthorized access, disclosure, alteration, or destruction.
These measures may include:
- encryption in transit
- secure infrastructure
- access control policies
- monitoring and logging systems
However, no method of transmission over the internet or method of electronic storage is completely secure.
8. International Data Transfers
Information may be processed in countries where our infrastructure providers operate.
Where applicable, we take reasonable measures to ensure that such transfers comply with applicable data protection laws.
9. Your Rights
Depending on applicable laws, individuals may have certain rights regarding their personal data, including:
- the right to request access to personal data
- the right to request correction of inaccurate data
- the right to request deletion of personal data
- the right to object to certain types of processing
Requests related to personal data should generally be directed to the Customer organization that controls the data.
10. Changes to This Privacy Policy
We may update this Privacy Policy from time to time.
When material changes are made, we will update the “Last Updated” date at the top of this page.
Continued use of the Service after such updates constitutes acceptance of the updated Privacy Policy.
11. Contact Information
If you have questions about this Privacy Policy, please contact:
Twiser Inc.