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Privacy Policy

Last updated: 08/28/2025

Smart Support (“we,” “our,” or “us”) respects your privacy and is committed to protecting your personal data. This Privacy Policy explains how we collect, use, and safeguard your information when you visit our website SmartSupportDesk.com or use our plugin/software (the “Services”).

1. Information We Collect

a) Information You Provide Directly

  • Name, email address, and contact details when you sign up, subscribe, or contact us.
  • Account login details if you create a customer or agent account.
  • Support ticket details, including messages, attachments, and related metadata.
  • Billing information (if you purchase a license or service).

b) Information Collected Automatically

  • IP address, browser type, device information, and operating system.
  • Usage logs (pages visited, actions performed).
  • Cookies and tracking technologies (see Section 6).

c) Information via Plugin Usage

  • License key and activation details.
  • Plugin usage statistics (optional, anonymized).
  • Error logs (for debugging and improving the service).

2. How We Use Your Information

  • Provide and operate the Smart Support Desk services.
  • Respond to support tickets and inquiries.
  • Process payments and license activations.
  • Improve user experience and product performance.
  • Send updates, security alerts, and product-related communications.
  • Comply with legal and regulatory obligations.

3. Sharing of Information

We do not sell, trade, or rent your personal information. We may share data only in the following cases:

  • Service Providers: With trusted third-party vendors (e.g., payment processors, hosting providers).
  • Legal Compliance: If required by law, regulation, or legal process.
  • Business Transfers: In the event of a merger, acquisition, or sale of assets.

4. Data Retention

  • Support tickets and account data are retained as long as your account is active.
  • License and billing records are stored for accounting/legal purposes.
  • You may request deletion of your data at any time (see Section 7).

5. Personal Data Retention

In compliance with data protection regulations, we retain personal data only for as long as it is necessary for processing and business purposes. When the data is no longer required, it will be deleted automatically according to the following schedule:

  • Inactive Accounts: Personal data from inactive accounts is retained for 1 year before deletion.

  • Pending Orders: Data related to pending orders is retained for 6 weeks.

  • Failed Orders: Data related to failed orders is retained for 1 month.

  • Cancelled Orders: Data related to cancelled orders is retained for 2 months.

  • Refunded Orders: Data related to refunded orders is retained for 6 months.

  • Completed Orders: We currently do not apply automatic data deletion for completed orders. This data may be retained indefinitely for business, legal, and accounting purposes unless removal is requested.

If you wish to request the deletion of your data earlier than the retention periods listed above, you may contact us directly.

6. Security of Information

We take reasonable technical and organizational measures to protect your personal data, including:

  • SSL encryption for data transmission.
  • Role-based access controls for agents and admins.
  • Regular updates and security audits for the plugin.

However, no system is 100% secure, and we cannot guarantee absolute security of your information.

7. Cookies & Tracking

SmartSupportDesk.com uses cookies to:

  • Enable login and authentication.
  • Remember user preferences.
  • Analyze website traffic (e.g., via Google Analytics).

You can disable cookies through your browser, but some features may not function properly.

8. Your Privacy Rights

Depending on your location, you may have the following rights:

  • Access the personal data we hold about you.
  • Request correction, deletion, or portability of your data.
  • Object to or restrict certain data processing.
  • Withdraw consent where applicable.

To exercise your rights, contact us at: privacy@smartsupportdesk.com

9. International Data Transfers

If you access our Services from outside our hosting region, your information may be transferred and processed in a country with different data protection laws. We ensure safeguards are in place to protect your information.

10. Third-Party Services

Our website or plugin may contain links to third-party websites. We are not responsible for the privacy practices of those external sites or services.

11. Children’s Privacy

Our Services are not directed to children under 16. We do not knowingly collect data from children. If you believe a child has provided personal data, please contact us to remove it.

12. Changes to This Policy

We may update this Privacy Policy from time to time. Updates will be posted on this page with a revised “Last Updated” date.

13. Contact Us

If you have any questions about this Privacy Policy or how your data is handled, please contact us:

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