Privacy Policy

Overview

This Privacy Policy explains how SupportFlow ("we", "us") collects, uses, and shares personal data when you use our platform, websites, and APIs (the "Service"). We act as a processor for the end-user data our customers submit through the Service, and as a controller for the account data of our customers.

Data we collect

• Account data: name, email, and authentication details for admins who sign up.
• Workspace content: knowledge-base articles, support tickets, chat sessions, help content, and related metadata created in your workspace.
• End-user data: identifiers, email addresses, and message content submitted by your end users through support widgets, forms, or email.
• Usage & billing data: product usage, AI credit consumption, and payment metadata processed by our payment provider.

How we use data

We use personal data to provide and operate the Service, authenticate users, generate AI answers and suggestions from your content, process payments, communicate with you, ensure security, and comply with legal obligations.

AI processing

AI features send relevant knowledge-base and ticket content to third-party model providers to generate answers and suggestions. We do not sell your data, and we take reasonable steps to limit what is shared to what is needed to produce a response.

Sharing

We share data with service providers who help us operate the Service (for example, hosting, email delivery, payment processing, and AI model providers), and when required by law. We do not sell personal data.

Retention

We retain personal data for as long as needed to provide the Service and to meet legal, accounting, or reporting requirements. Customers may request deletion of workspace and end-user data, subject to legal retention obligations.

Security

We use technical and organizational measures to protect personal data, including encryption in transit, access controls, and row-level security on tenant data. No method of transmission or storage is perfectly secure.

Your rights

Depending on your location, you may have rights to access, correct, delete, or export your personal data, or to object to certain processing. To exercise these rights, contact us using the details below. If you are an end user, please contact the workspace operator that collected your data; we will assist them as their processor.

Changes

We may update this Policy from time to time. Material changes will be communicated through the Service or by email.

Contact

Questions about this Policy or your data? Contact us at privacy@getsupportflow.com. See also our Terms of Service.