Privacy Policy

At Customer Support AI Monitor ("we," "our," or "us"), we are committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information.

1. Information We Collect

1.1 Information You Provide

• Account Information: Name, email address, company name, and password when you create an account.
• Billing Information: Payment method details processed securely through our payment provider (Stripe).
• Communication Data: Information you provide when contacting our support team or participating in surveys.

1.2 Information We Collect Automatically

• Usage Data: How you interact with our platform, including features used and time spent.
• Device Information: Browser type, operating system, and IP address.
• Cookies: See Section 8 for details on how we use cookies.

1.3 Customer Support Data

When you use our service to monitor your AI chatbots, we process:

• Conversation metadata (timestamps, duration, CSAT scores)
• Escalation events and patterns
• Aggregated analytics and metrics
• Optional: Conversation content (only if you explicitly enable this feature)

2. How We Use Your Information

We use the information we collect to:

• Provide, maintain, and improve our services
• Process transactions and send related information
• Send technical notices, updates, and support messages
• Respond to your comments, questions, and requests
• Monitor and analyze trends, usage, and activities
• Detect, investigate, and prevent fraudulent transactions and abuse
• Personalize and improve your experience

3. Data Sharing and Disclosure

We do not sell your personal information. We may share information with:

• Service Providers: Third parties that perform services on our behalf (hosting, payment processing, analytics).
• Legal Requirements: When required by law or to protect our rights.
• Business Transfers: In connection with a merger, acquisition, or sale of assets.
• With Your Consent: When you have given us explicit permission.

4. Data Retention

We retain your personal information for as long as necessary to provide our services and fulfill the purposes described in this policy. Conversation analytics data is retained according to your plan:

• Starter Plan: 30 days
• Professional Plan: 90 days
• Enterprise Plan: 1 year (customizable)

5. Data Security

We implement industry-standard security measures to protect your data:

• Encryption in transit (TLS 1.3) and at rest (AES-256)
• Security practices aligned with industry standards (SOC 2 certification on roadmap)
• Regular security audits and penetration testing
• Access controls and authentication requirements
• Employee security training

6. Your Rights and Choices

6.1 Access and Portability

You can access and export your data at any time through your dashboard settings.

6.2 Correction and Deletion

You can update your account information or request deletion of your data by contacting us.

6.3 Marketing Communications

You can opt out of marketing emails by clicking the unsubscribe link in any email.

6.4 GDPR Rights (EU Residents)

If you are in the European Economic Area, you have additional rights including the right to object to processing and the right to lodge a complaint with a supervisory authority.

6.5 CCPA Rights (California Residents)

California residents have the right to know what personal information we collect and to request deletion. We do not sell personal information.

7. International Data Transfers

Your information may be transferred to and processed in countries other than your own. We ensure appropriate safeguards are in place, including Standard Contractual Clauses for transfers from the EU.

8. Cookies

We use cookies for sign-in, security (multi-account protection) and analytics, including anonymized session recordings that help us improve the product. No ad tracking.

Specifically, we use cookies to:

• Sign-in: Keep you logged in and authenticate your session.
• Security: Protect against unauthorized access, including multi-account abuse.
• Analytics: Understand how the product is used, including anonymized session recordings to help us improve the experience.

We do not use cookies for advertising or cross-site tracking. You can control cookies through your browser settings, though disabling essential cookies may prevent you from signing in.

9. Children's Privacy

Our services are not directed to individuals under 16. We do not knowingly collect personal information from children.

10. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new policy on this page and updating the "Last updated" date.

11. Contact Us

If you have questions about this Privacy Policy or our data practices, please contact us at: