Privacy Policy

1. Introduction

This privacy policy ("Privacy Policy") describes how Helpdeskry, a division operated and run by Tyga.Cloud Ltd ("Helpdeskry", "we", or "us") collects, uses, and discloses your Personal Data in the course of our business. Throughout this document, we will use a few defined terms.

"Personal Data" when used in this Privacy Policy means any data relating to an identified or identifiable natural person that is processed by Helpdeskry as described in this Privacy Policy when such information is protected as "personal data" or "personal information" or a similar term under applicable data protection laws.

"Services" when used in this Privacy Policy means all of Helpdeskry's omni-channel helpdesk platform, live chat services, ticketing systems, knowledge base tools, customer support APIs, mobile applications, and related customer service tools offered by Helpdeskry, but excluding third party applications.

"Website" when used in this Privacy Policy means the Helpdeskry website or any other proprietary website owned by Helpdeskry or that Helpdeskry has the authority to manage and control and which link to this Privacy Policy.

2. Applicability

Unless stated otherwise, this Privacy Policy only applies to Personal Data for which Helpdeskry acts as a controller, such as when you visit our Website or create an account for our Services. Please note that when our customers use our Services to directly collect and process Personal Data, such as when our customers use our live chat widgets, ticketing systems, or customer support APIs to handle customer interactions, Helpdeskry acts as a processor (or service provider) on behalf of our customers (who are controllers of the Personal Data) under the Helpdeskry Data Processing Addendum and Customer Terms and Conditions.

If you have questions about how your data is processed by our customers or wish to exercise your rights with respect to that data, you should contact the customer which collected your information.

3. Information We Collect and Process

Information You Provide Directly to Helpdeskry

• When You Visit Our Website: We may collect Personal Data from you when you submit information via a web form or otherwise interact with our Website, for example to request a demo, create a support account, or download resources. In these instances, we may ask for certain Personal Data, such as your name, email address, company name, and phone number.
• Account Information: Helpdeskry's customers provide Helpdeskry with Personal Data, including name, email address, username, and password, when they set up their helpdesk account. If a customer has multiple team members, then each team member will provide us with similar information.
• Billing Information: If you purchase a paid version of Helpdeskry, our third party payment processors will collect and store your billing address and credit card information. We store the last four digits of your credit card number, card type, and the expiration date.
• Marketing Information: People interested in Helpdeskry's products and services may contact us through forms made available on the Website and voluntarily provide information such as name, email address, phone number, company, and role. People interested in our newsletter may also submit their name and email addresses to join our mailing list.
• Customer Support Data: When you use our helpdesk services, we may process chat transcripts, ticket information, customer interaction data, support agent notes, knowledge base usage, and authentication data as directed by your organization's administrators or as necessary to provide customer support services.

Information Collected Automatically From You

We and our authorized third parties use Cookies, pixels, web beacons, and other technologies to receive and store certain types of information when you interact with us through your computer or mobile device. Using these technologies helps us customize your experience with our Website and Services, improve your experience, tailor marketing messages, and detect and prevent fraud and security risks.

• Log & Device Data: When you access the Website or the Services, we may automatically record certain information including information that your browser sends whenever you visit our Website. This may include your device model, operating system, browser type, unique device identifier, IP address, mobile network carrier, and time zone or approximate location.
• Cookie and Local Storage Data: We may use "Cookies" (a small text file sent by your computer each time you visit our Website) or similar technologies to record log data. We may use 'session' Cookies (that last until you close your browser) or 'persistent' Cookies (that last until you or your browser deletes them).
• Usage Data: When our customers use our Services, we collect certain information about how you use the Services. For example, we collect information on chat widget usage, ticket volume statistics, response times, customer satisfaction ratings, knowledge base search queries, and service performance data.

Information from Third Party Sources

We may obtain Personal Data about you from third party sources. This Personal Data may include personal and employment information from lead-generation and marketing companies. For example, these third party sources may provide Helpdeskry with name, email address, phone number, location of business, time zone, biographical details, job title, employer, and social media activity details.

4. How We Use Your Information

We may use information that we collect about you, including Personal Data, for the following purposes:

• Provide the Helpdeskry Services: We will use your information to provide our Services to you, including to facilitate customer support interactions, live chat functionality, ticket management, and knowledge base services; manage customer inquiries and support requests; create and manage your helpdesk account; respond to your inquiries; prevent or address service errors, security, or technical issues; analyze and monitor usage; prevent spam, fraud and abuse on the Services; and verify your identity.
• Understand and improve our products: We will perform research and analysis about your use of, or interest in, our products, Services or content. We do this to help make our Services better and to develop new Services.
• Communicate with you: We may send you service and administrative emails, promotional communications about new product features, API updates, and respond to your questions or comments.
• Protecting Rights and Interests: We will use your information to protect our rights and interests as well as the rights and interests of our customers and any other person, as well as to enforce this Privacy Policy or our Terms.
• Legal Compliance: We may use your information to comply with applicable legal or regulatory obligations, including complying with requests from law enforcement or other governmental authorities.

5. With Whom We May Share Your Information

We may share information we collect about you, including Personal Data, in the following ways:

• With third party Service Providers: We use other companies, agents, or contractors to perform services on our behalf or to assist us with providing services. For example, we may engage Service Providers to process credit card transactions, provide cloud infrastructure, monitoring and developing Helpdeskry Services, customer service, and analyzing and enhancing data.
• Third Party Partners and Integration Tools: We may disclose information to third party partners, including cloud infrastructure providers, analytics providers, and business partners that help us operate our Services.
• Affiliates: We may disclose information to current or future affiliates or subsidiaries for purposes consistent with this Privacy Policy.
• Government entities: We may share your data if we believe that disclosure is reasonably necessary to comply with a law, regulation, legal, or governmental request; to respond to a subpoena, court order, warrant, or other legal process.
• Authorized Agents: If you are using Helpdeskry as a member of an organization, we may share your information with an authorized agent of your company upon your company's request for them to administer the account.
• Business Transfers: We may transfer or assign your Personal Data as a result of a sale, merger, consolidation, change in control, transfer of assets, reorganization, or liquidation of our company.

6. Children's Privacy

Helpdeskry is not directed to children under eighteen (18) years of age, and we do not knowingly collect Personal Data from children under 18. If we discover that a child under 18 has provided us with Personal Data, we will promptly delete such Personal Data from our systems.

Our Services are designed for business-to-business use and are intended for use by organizations, customer service teams, and enterprises in providing customer support and helpdesk services.

7. Your Rights and Choices

Depending on your relationship with Helpdeskry and your jurisdiction, you may exercise your rights and choices in the following ways:

• Account: If you are a customer, you may keep your Personal Data accurate and complete by logging into the Services to review and update your account information via your account settings page.
• E-mail: If you do not wish to receive promotional emails from us, you may opt out at any time by following the opt-out link contained in the email itself.
• Cookies: You may have the ability to block or reject Cookies via your browser settings. Helpdeskry also provides a centralized cookie management system which can be accessed through our Website.
• Support Data: You have the right to request information about data processed through our helpdesk services, including chat transcripts and ticket data, subject to technical limitations and our customers' data retention policies.
• Additional Rights: Depending on where you live, you may have additional rights including the right to know and access your Personal Data, correct inaccurate information, delete your Personal Data, opt out of certain processing, and data portability.

8. Security and Storage of Information

Helpdeskry takes the security of your Personal Data very seriously. We work hard to protect the Personal Data that you provide from loss, misuse, unauthorized access or disclosure, and we have taken reasonable steps to help protect the Personal Data we collect. We have implemented industry-standard security measures including:

• Encryption of customer support data and communications
• Encryption of data in transit and at rest
• Regular security audits and penetration testing
• Access controls and authentication systems
• Employee training on data protection and security
• Incident response procedures
• Secure API key management and authentication
• SOC 2 Type II compliance for data handling

We retain the Personal Data we collect for so long as is reasonably necessary to fulfill the purposes for which the data was collected, to perform our contractual and legal obligations, and for any applicable statute of limitations periods.

9. International Data Transfers

If you are an individual located in the European Economic Area, the United Kingdom, Canada or another jurisdiction outside of the United States, please be aware that information we collect will be processed and stored in the United States or in other countries where we or our Service Providers have operations.

We rely on appropriate safeguards for international data transfers, including Standard Contractual Clauses and adequacy decisions where applicable. For transfers from the European Economic Area and the United Kingdom, we implement appropriate safeguards to ensure your Personal Data receives adequate protection.

10. Additional EU and UK GDPR Privacy Rights

If you are located in the European Economic Area (EEA) or the United Kingdom (UK), you have additional rights under the General Data Protection Regulation (GDPR) and UK GDPR respectively. This section provides information about these rights and how to exercise them.

Legal Basis for Processing

We process your Personal Data based on the following legal bases under GDPR:

• Contractual Necessity: Processing necessary for the performance of a contract with you or to take steps at your request before entering into a contract
• Legitimate Interests: Processing necessary for our legitimate interests, such as improving our Services, marketing, and fraud prevention, provided these interests are not overridden by your fundamental rights
• Legal Obligation: Processing necessary to comply with legal obligations to which we are subject
• Consent: Where you have given specific consent for certain processing activities, such as marketing communications
• Vital Interests: Processing necessary to protect your vital interests or those of another person

Your GDPR Rights

Under GDPR, you have the following rights regarding your Personal Data:

• Right of Access: You have the right to obtain confirmation as to whether or not Personal Data concerning you is being processed, and access to such Personal Data
• Right to Rectification: You have the right to obtain the rectification of inaccurate Personal Data concerning you
• Right to Erasure ("Right to be Forgotten"): You have the right to obtain the erasure of Personal Data concerning you under certain circumstances
• Right to Restrict Processing: You have the right to obtain restriction of processing under certain circumstances
• Right to Data Portability: You have the right to receive Personal Data concerning you in a structured, commonly used and machine-readable format
• Right to Object: You have the right to object to processing of Personal Data concerning you based on legitimate interests or for direct marketing purposes
• Right to Withdraw Consent: Where processing is based on consent, you have the right to withdraw consent at any time
• Right to Lodge a Complaint: You have the right to lodge a complaint with a supervisory authority

Data Retention

We retain Personal Data for as long as necessary to fulfill the purposes for which it was collected, including:

• Helpdesk account data: For the duration of your account plus 3 years after account closure
• Customer support interactions: 90 days for operational purposes, longer if required for security or legal compliance (or as configured by your organization's data retention policy)
• Chat transcripts and tickets: As configured by customer retention settings, typically 1-7 years
• Marketing data: Until you withdraw consent or 3 years of inactivity
• Legal compliance: As required by applicable laws and regulations

Automated Decision-Making

We may use automated decision-making, including profiling, for the following purposes:

• Fraud detection and prevention
• Service optimization and performance monitoring
• Marketing and advertising targeting
• Automated customer support routing and prioritization
• Spam detection in customer communications

You have the right not to be subject to decisions based solely on automated processing that produce legal effects or significantly affect you. You can request human intervention, express your point of view, and contest such decisions.

11. Additional California Resident Privacy Disclosures

Under the California Consumer Privacy Act (CCPA), California residents are entitled to additional disclosures about our data processing. In the preceding 12 months, we have collected the following categories of Personal Data:

• Identifiers (such as name, email address, IP address, account credentials)
• Personal information categories listed in the California Customer Records statute
• Commercial information (such as subscription and billing information)
• Internet or other similar network activity (including chat widget usage and support interaction patterns)
• Geolocation data
• Professional or employment-related data
• Electronic network activity information (such as customer support communications and ticket data)

We do not sell Personal Data in the traditional sense. However, our use of certain cookies and tracking technologies for analytics and advertising purposes may constitute a "sale" or "share" under the CCPA. California residents can opt out of such activities through our cookie management system.

12. Changes to this Privacy Policy

This Privacy Policy is current as of the Effective Date set forth above. This Privacy Policy may change if there is a material change to the way information is handled at Helpdeskry, or to clarify our Policy or adjust clerical errors. If any changes are made, we'll post them on this page, so please be sure to check back periodically.

For material changes that significantly affect your rights, we will provide additional notice through email or prominent notice on our Website before the changes take effect.

13. Contacting Us