1. Information We Collect

We collect information you provide directly to us, including:

Account information (email address, name, company)
Payment information (processed securely via Stripe)
Support ticket content and chat history
Documentation and knowledge base content you upload
Usage data and analytics

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
Train and improve our AI models for better support responses
Monitor and analyze trends, usage, and activities
Detect, investigate, and prevent fraudulent transactions

3. AI and Data Processing

Our service uses AI to provide automated support responses. Content you upload to your knowledge base is processed by Google's Gemini AI to generate embeddings and responses. We do not use your data to train models for other customers. Your data remains isolated and is only used to improve responses for your specific application.

4. Data Sharing

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

Service providers who assist in our operations (Stripe, Google Cloud, Firebase)
Professional advisors (lawyers, accountants) as needed
Authorities when required by law or to protect our rights

5. Data Security

We implement industry-standard security measures to protect your data, including encryption in transit and at rest, secure authentication, and regular security audits. Our infrastructure is hosted on Google Cloud Platform with SOC 2 compliance.

6. Data Retention

We retain your data for as long as your account is active or as needed to provide services. Support tickets are archived after resolution and retained for analytics purposes. You may request deletion of your data at any time by contacting us.

7. Your Rights

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

Access and receive a copy of your personal data
Rectify inaccurate personal data
Request deletion of your personal data
Object to or restrict processing of your data
Data portability
Withdraw consent at any time

8. Cookies and Tracking

We use essential cookies for authentication and session management. We may use analytics tools to understand how our service is used. You can control cookie preferences through your browser settings.

9. International Transfers

Your data may be transferred to and processed in countries other than your own. We ensure appropriate safeguards are in place to protect your data in accordance with applicable data protection laws.

10. Children's Privacy

Our service is not directed to individuals under 16. We do not knowingly collect personal information from children. If you believe we have collected information from a child, please contact us immediately.

11. 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.

12. Contact Us

If you have any questions about this Privacy Policy or our data practices, please contact us at mlt@echosdk.com.