Privacy Policy
The short version
- We collect what support needs: what you ask us and our answers, your account if you make one, and how the help centre is used.
- Passwords are stored only as one-way hashes, and each workspace is isolated from every other by the database itself.
- We never sell your information. Card payments are handled by our payment processor, not by us.
- We set a cookie to keep you signed in and one for a live chat you start. No advertising or third-party tracking cookies.
- You can ask to see, correct, export or delete your information: email us.
1. Who we are
SupportKit is operated by [Legal entity name], of [Registered address], which is responsible for the personal information described here. Contact us about privacy at [Legal and privacy contact email].
This policy covers the information we decide how to use. Your Content (what you and your members put into a workspace) is processed on the workspace owner's instructions, under our Terms.
2. What we collect, and why
| What | Details | Why |
|---|---|---|
| Support requests | What you send us through the contact form, by email or by text: your name, email address or phone number, the subject and your messages, and our replies. For a request from the contact form, a keyed one-way hash of your network address (never the address itself), to stop the form being flooded. | To answer you, keep a record of what was asked and answered, and improve our help. |
| Reports from inside our products | When you report a problem, send feedback or ask a question from inside a product we support (such as QuxStudio): your name, email address and your account id in that product, the subject and your messages, and what the product tells us about where you were when you wrote (the page, the project or item you were working on, your browser and the product's version). | To answer you, find and fix the problem you hit, and keep a record of what was asked and answered. |
| Live chat | Your name, email address and what you say in a chat. Chats are carried by our chat provider (QuxChat, run by QuxKit) on our behalf. A keyed one-way hash of your network address limits how many chats one place can start. | To answer you in real time, and to follow up by email if a chat becomes a ticket. |
| Help centre | Whether an article helped, and what you wrote if you told us; one vote per visitor, counted by a keyed hash of your network address. If you are signed in, which training lessons you have finished. | To improve the articles, and to keep your place in a course. |
| Site statistics | Pages viewed, searches made in the help centre, the referring site and campaign tag, browser and device type and country, counted by our own analytics with no cookie. Visitors are told apart by a hash that changes every month and cannot be traced back. Where the law asks for consent first, nothing is counted until you allow statistics in the cookie banner. | To understand what people look for and which help is missing. |
| Account | Your email address, and your password stored only as a salted, peppered one-way hash (argon2id), never readable, even by us. If you sign in through a single sign-on provider, the identity it confirms for you. | To give you an account and sign you in. |
| Sign-in and security | For each signed-in session: when it started and was last used, and the IP address and browser description it came from. A log of security events (sign-ins, failed attempts, password changes and similar) with the same details. | To keep your account secure, let you see and end your sessions, and investigate abuse. |
| Workspaces | The workspaces you create or join, your role in each, and invitations you send or receive. | To run the Service and decide who may see what. |
| Your Content | What you and your members put into a workspace. | To provide the Service to that workspace. |
| Billing | The workspace's plan, subscription status, usage measured against the plan, and invoices. Card details are collected and held by our payment processor; we do not receive your full card number. | To charge for paid plans and enforce plan limits. |
| The assistant | When you use the assistant, your messages and the workspace data it reads to answer are sent to our AI model provider to generate the reply. We keep how much each reply used, not the conversation. | To answer you, and to measure use against your plan. |
We do not ask for, and ask you not to send, sensitive information such as government ID numbers or health information.
4. How we use information
- to answer support requests and chats, and to keep a record of them;
- to run the Service: accounts, workspaces, the assistant and billing;
- to keep the Service and your account secure, and to prevent fraud and abuse;
- to send service emails, such as confirming your address, resetting your password and security notices;
- to charge for paid plans and keep accurate financial records;
- to understand and improve the Service; and
- to comply with the law and enforce our Terms.
6. How long we keep it
- Support requests and chats: for as long as we need them to support you, and no longer than three years after the last message, unless you ask us to delete them sooner.
- Account information: while your account is open, then deleted when you ask us to delete it, except what the law or our records require us to keep.
- Sessions: until they expire or you end them. Security events: as long as needed to protect accounts.
- Your Content: while the workspace exists; a workspace's owner can ask us to delete it.
- Billing records: as long as tax and accounting law requires.
7. Your choices and rights
You can see and end your active sessions in your account settings. You can also ask us, at [Legal and privacy contact email], to:
- give you a copy of the personal information we hold about you;
- correct it;
- delete your account and personal information (we may keep what the law or our records require); or
- object to or restrict a use of it.
We will verify the request comes from you and respond within the time the law requires. Depending on where you live, you may have further rights, including to complain to a data protection authority. We will not treat you differently for exercising them.
8. How we protect it
Passwords are stored only as one-way hashes; connections are encrypted in transit; and each workspace's data is isolated from every other workspace's by the database itself, not just by our code. No system is perfectly secure, and we will tell you as the law requires if a breach affects your information.
9. Where it is stored
Our systems are hosted in [Hosting region]. If you use the Service from elsewhere, your information is transferred there, with the safeguards the law requires.
10. Children
The Service is not directed to children. You must be at least 18 to have an account. If you believe a child has given us personal information, contact us and we will delete it.
11. Changes to this policy
We will update this policy when what we collect or how we use it changes, and change the version and date at the top. For a material change we will give notice by email or in the Service before it takes effect.
12. Contact
Privacy questions and requests: [Legal and privacy contact email]. Post: [Legal entity name], [Registered address].