Privacy Policy

SupportFlow is a customer support platform operated by SupportFlow. This Privacy Policy covers the supportflow.cc website, the SupportFlow application, and the SupportFlow chat widget that our customers embed on their own websites. You can reach us at thundergodsandeer@gmail.com.

• Account data. Your name, email address, password, and workspace settings when you create an account.
• Business content. The knowledge base articles, business details, products, policies, and files you upload so the AI agent can answer questions about your company.
• Support conversations. Messages between your customers and the widget, the AI's replies, internal notes, and tickets created by you or your team.
• Widget visitor data. When someone chats through a widget installed on your website, we process their messages and a visitor identifier so their conversation can continue across page loads.
• Usage data. Service usage such as AI reply counts and analytics events needed to run your plan and detect abuse.
• Billing data. Subscription status and invoices. Card details are collected and processed by Paddle, our payment provider; they are not stored on SupportFlow's own systems.

We use the data described above to:

• operate your account, workspace, and subscription;
• generate AI support replies grounded in your knowledge base and business data;
• notify your team by email when a conversation needs a human, and deliver human replies back into the visitor's chat;
• provide analytics about your support conversations;
• process billing and prevent fraud or abuse of the Service;
• communicate with you about the Service, billing, and security.

When your customers chat through a widget you installed, you control the relationship with them and are responsible for having a lawful basis for their data, including your own privacy notice on your website. We process that data on your behalf to operate the widget and the Service, and we do not use your customers' conversation content to build general-purpose AI models or to market to anyone.

We share data only with the providers needed to run the Service:

• Hosting and databases — the cloud infrastructure that stores your workspace data.
• Payments — Paddle, which acts as merchant of record for subscriptions and handles checkout, taxes, and invoices.
• Email delivery — used to send escalation notifications, human replies, and account emails.
• AI processing — the AI pipeline used to generate support replies from your knowledge base and conversation context.

These providers process data only as needed to deliver their part of the Service. A current list with the specific sub-processors is available on request.

Conversation and ticket history is retained according to your plan's retention setting (90 days on Starter, 12 months on Business, unlimited on Growth) and deleted or made unavailable after that period. Account and workspace data is kept while your account is active. When you delete your account or ask us to delete data, we delete it subject to legal retention obligations. Billing records are kept as required for accounting and tax purposes.

You can access, correct, export, or delete your personal data, and object to certain processing, by using the product settings or by contacting thundergodsandeer@gmail.com. We will respond to requests within the time frame required by the privacy law that applies to you. If you are unhappy with how we handle a request, you may have the right to complain to your local data protection authority.

We protect your data with encryption in transit, access controls, tenant isolation between workspaces, and monitoring for abuse. No method of transmission or storage is perfectly secure, but we take security seriously and investigate reports of vulnerabilities promptly.

Your data may be processed in countries other than your own. Where required, we rely on appropriate transfer mechanisms with our providers to protect personal data that leaves your region.

SupportFlow is not directed at children. We do not knowingly collect personal data from children under the age at which consent is required in your jurisdiction. If you believe a child has provided us personal data, contact us and we will delete it.

We may update this Privacy Policy as the Service evolves. Material changes will be announced by email or in the product before they take effect.

For privacy questions or requests, contact SupportFlow at thundergodsandeer@gmail.com.