Privacy policy

1. Who this applies to

This policy applies to visitors to our marketing sites, trial registrants, and users of Support Master workspaces (including administrators, operators, sellers, and agents invited by a customer). If you use Support Master on behalf of a company, that organization is typically the controller of operational data; we act as a processor for much of that data under your agreement with us.

2. Information we collect

We may collect the following categories, depending on how you interact with us:

• Account and profile: name, work email, company, role, phone (if provided), and credentials or SSO identifiers.
• Service and operational data: data you or your organization submits or syncs through the platform (for example orders, inventory, customer service tickets, integration payloads)—processed to deliver the contracted service.
• Technical and usage data: IP address, device and browser type, approximate location derived from IP, log timestamps, diagnostic logs, and product usage events needed to run, secure, and improve the service.
• Support and sales: messages you send us, meeting notes when relevant, and attachments you choose to provide.
• Marketing: preferences, campaign engagement, and form submissions when you request content or demos.

3. How we use information

We use personal information to:

• Provide, maintain, and secure the Support Master service;
• Authenticate users, enforce permissions, and prevent fraud or abuse;
• Operate integrations and process data as instructed by the customer workspace;
• Communicate about the service, billing, incidents, and policy updates;
• Analyze reliability and performance, and develop features (using aggregated or de-identified data where appropriate);
• Comply with law, enforce our terms, and defend legal claims.

Where GDPR or similar laws apply, we rely on bases such as contract performance, legitimate interests (balanced against your rights), consent where required, and legal obligation.

4. Sharing and subprocessors

We do not sell your personal information. We may share data with service providers (for example cloud hosting, email delivery, analytics, customer support tooling) who process it on our instructions under contract. We may disclose information if required by law, to protect rights and safety, or in connection with a merger or asset transfer with notice as required by law.

A current list of categories of subprocessors is available to customers under NDA or in your order documentation as applicable.

5. International transfers

We may process data in countries where we or our vendors operate. Where data moves across borders, we use appropriate safeguards (such as standard contractual clauses) when required by applicable law.

6. Retention

We retain personal information for as long as needed to provide the service, fulfill the purposes in this policy, resolve disputes, and meet legal, tax, and audit requirements. Retention schedules may be specified in your customer agreement.

7. Your rights and choices

Depending on your location, you may have rights to access, correct, delete, restrict, or object to certain processing, or to data portability. You may withdraw consent where processing is consent-based. Marketing emails include unsubscribe options.

To exercise rights, contact us using the details below. If we process data on behalf of your employer or client, we may refer your request to that organization.

8. Cookies and similar technologies

We use cookies and similar technologies for essential site function, session security, preferences, and analytics. You can control cookies through browser settings; disabling some cookies may limit features.

9. Security

We implement administrative, technical, and organizational measures designed to protect personal information. No method of transmission or storage is completely secure; we encourage strong passwords and SSO where available.

10. Children

Support Master is a business service not directed to children. We do not knowingly collect personal information from children under 16 (or the age required in your jurisdiction).

11. Changes

We may update this policy from time to time. We will post the revised version with a new “Last updated” date and, where appropriate, provide additional notice (for example by email or in-product).

12. Contact

For privacy questions or requests, contact us through our contact page or the privacy inbox provided in your order documentation. You may also have the right to lodge a complaint with a supervisory authority in your country.