Privacy Policy

This Privacy Policy explains how Answell ("Answell", "we", "us", or "our") collects, uses, stores, and shares personal data in connection with our website, customer support platform, and related services (collectively, the "Services").

By using the Services, you acknowledge that your personal data may be processed as described in this Privacy Policy.

1. Who We Are

Answell is the provider of the Services and acts as the controller of personal data processed in connection with our website, accounts, product analytics, communications, and business operations.

Where business customers use the Services to process personal data relating to their own customers, users, or contacts, Answell generally acts as a processor on their behalf, as described in our Data Processing Agreement (DPA).

2. Personal Data We Collect

We collect personal data you provide directly to us, personal data generated through your use of the Services, and certain data received from third-party service providers.

Depending on how you use the Services, this may include:

• Account and profile data, such as your name, email address, organization name, and login details.
• Workspace and service data, such as support tickets, email conversations, attachments, contacts, notes, tags, and workflow data submitted to the Services.
• Communications data, such as messages sent to us, support inquiries, and email correspondence.
• Usage and device data, such as IP address, browser type, device information, pages viewed, interactions, timestamps, and diagnostic logs.
• Product analytics data, including feature usage, events, performance data, and session replay information collected to understand how the Services are used and improved.
• Billing and transaction-related data received from our merchant of record and payment partners, such as subscription status, billing country, invoice information, and payment-related metadata. We do not store full payment card numbers.
• AI-related inputs and outputs, including ticket content, messages, instructions, generated drafts, summaries, classifications, and related context processed through AI-powered features of the Services.

3. How We Use Personal Data

We use personal data to provide, operate, maintain, secure, and improve the Services, communicate with users, manage subscriptions, prevent abuse, comply with legal obligations, and develop new features.

In particular, we may use personal data to:

• Create and manage user accounts and workspaces.
• Deliver customer support functionality and related communications.
• Process, route, summarize, draft, analyze, and otherwise support tickets and conversations using AI-assisted functionality.
• Monitor usage, troubleshoot errors, protect the Services, and prevent fraud or misuse.
• Measure product performance and improve the usability, reliability, and functionality of the Services.
• Send service-related emails, transactional notifications, updates, and support messages.
• Administer subscriptions, invoicing, and payment-related workflows through our merchant of record and related providers.
• Enforce our Terms of Service and other policies, and comply with legal and regulatory obligations.

4. Legal Bases for Processing

Depending on the context, we process personal data on one or more of the following legal bases:

• Performance of a contract, where processing is necessary to provide the Services you request or to administer your account and subscription.
• Legitimate interests, where processing is necessary for the operation, security, support, analytics, improvement, and protection of the Services, provided those interests are not overridden by your rights and interests.
• Compliance with legal obligations, where processing is necessary to comply with applicable laws, regulations, accounting obligations, or lawful requests from authorities.
• Consent, where required under applicable law, for example for certain cookie-based or similar technologies.

5. AI-Powered Functionality

Answell is an AI-first product and may use third-party AI service providers to power certain features, including automated ticket assistance, draft generation, classification, summarization, contextual analysis, and related functionality.

Personal data submitted to or generated through AI-powered features may be processed by such providers as necessary to provide the requested functionality. The providers, models, and technical configurations used for these features may change over time as we develop and improve the Services.

You should not use AI-powered features for special categories of personal data or other highly sensitive data unless you have determined that doing so is appropriate under applicable law and your own internal policies.

6. Sharing of Personal Data

We may share personal data with service providers and partners that help us operate the Services. These may include providers of hosting, infrastructure, security, email delivery, analytics, AI services, billing, and other operational tools.

Our current service providers may include:

• Oracle Cloud, for cloud hosting and infrastructure.
• Cloudflare, for content delivery, security, DNS, and related network services.
• PostHog, for product analytics, event tracking, and session replay.
• Resend, for transactional email delivery and notifications.
• Polar.sh, as our merchant of record for subscription checkout, billing, invoicing, and payment-related workflows.
• Third-party AI providers, for AI-powered features and related processing.

We may also disclose personal data where necessary to comply with law, enforce our agreements, protect our rights, prevent fraud or abuse, or in connection with a business transfer, reorganization, financing, or acquisition.

7. International Data Transfers

Because we and our service providers may operate globally, personal data may be processed in countries other than the country in which it was originally collected. Where required, we take steps intended to ensure that such transfers are subject to appropriate safeguards under applicable data protection law.

8. Data Retention

We retain personal data for as long as necessary to provide the Services, maintain account functionality, support customer operations, ensure security, comply with legal obligations, resolve disputes, and enforce our agreements.

In general, data associated with an active account is retained for as long as the account remains active. If an account or workspace is deleted, we may retain relevant data for a limited period afterward to support recovery, operational continuity, security, fraud prevention, backup rotation, and compliance obligations, after which the data is deleted or anonymized where reasonably practicable.

Certain data may be retained for longer where required by law or where retention is necessary for legitimate business purposes, including billing, tax, accounting, dispute resolution, abuse prevention, and enforcement of our agreements. Payment and invoicing data may also be retained by Polar.sh or other providers in accordance with their own legal and compliance obligations.

9. Security

We use technical and organizational measures designed to protect personal data against unauthorized access, loss, misuse, alteration, or disclosure. These measures include, as appropriate, encryption in transit, access controls, authentication safeguards, secure hosting practices, logging, and monitoring.

No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

10. Your Rights

Depending on your location and applicable law, you may have rights regarding your personal data, including the right to request access, correction, deletion, restriction, objection, portability, or withdrawal of consent where processing is based on consent.

You may also have the right to lodge a complaint with a competent data protection authority.

11. Business Customer Data

Where you use Answell on behalf of an organization, that organization may control and administer your use of the Services and the personal data associated with your workspace.

Where Answell processes personal data on behalf of business customers, such processing is governed by the applicable customer agreement and, where applicable, our Data Processing Agreement.

12. Children's Privacy

The Services are not intended for children, and we do not knowingly collect personal data from individuals under the age of 18 for consumer use of the Services.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in the Services, our providers, legal requirements, or our data practices. If we make material changes, we will post the updated version on this page and update the "Last updated" date above.

14. Contact

If you have questions about this Privacy Policy or would like to exercise your privacy rights, you can contact us at:

Answell
Email: [email protected]