Privacy Policy

Welcome to SupportHub (referred to as "we," "our," or "us"). We are committed to protecting your privacy and ensuring the security of your organization's data, customer communications, and tickets.

This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our multi-tenant workspace platform, connect external integrations (such as Google/Outlook), or visit our website. By accessing or using SupportHub, you agree to the collection and use of information in accordance with this policy.

A. User Account Details

When you register for an account, set up a tenant workspace, or join a support team, we collect your name, email address, password hash, role, and organization name.

B. Inbound Email Data

SupportHub automatically processes inbound emails sent to configured support addresses (e.g., support@yourtenant.supporthub.io) to generate and manage support tickets. This processing reads the email headers, sender details, subject, body, and attachments.

C. Third-Party Integrations & Google API Limited Use Compliance

If you link your workspace to external email providers like Gmail or Microsoft Outlook, we collect OAuth tokens to authenticate and sync inbox messages. We only access and store the message payloads necessary to create and manage support tickets.

SupportHub's use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

Specifically, any information received from Gmail APIs via OAuth (e.g. read-only email sync) is strictly restricted to executing core ticketing operations within your workspace and is never utilized or shared for targeted advertisements, behavioral analysis, user profiling, or selling to third-party databases.

D. Usage & Device Information

We automatically collect logs regarding interaction with our dashboard, including IP addresses, browser types, operating systems, page views, and timestamps.

We use the collected information for various business purposes, including:

• Providing, operating, and maintaining the SupportHub platform.
• Converting your inbound emails into support tickets and organizing them within workspaces.
• Running ticket automation systems, such as automated tagging, SLA triggers, and agent assignments.
• Processing billing and payments for subscription plans.
• Sending security alerts, system updates, and support-related notices.
• Analyzing application performance to fix bugs and improve usability.

We do not sell, rent, or trade your support ticket contents or user data to third parties for marketing purposes. We share information only under the following conditions:

• With Trusted Service Providers: We share data with hosting platforms (e.g., Vercel, AWS), databases, analytics services, and email dispatch tools who perform operations on our behalf and are bound by confidentiality.
• For Legal Compliance: We may disclose information if required to do so by law, court order, or governmental authorities to comply with safety and legal obligations.
• Business Transfers: In the event of a merger, acquisition, or sale of assets, your organization data may be transferred, subject to terms consistent with this Privacy Policy.

The security of your data is paramount. SupportHub implements industry-standard technical and organizational security measures:

• All network traffic is encrypted in transit using SSL/TLS protocols.
• Database volumes and sensitive tokens (such as integration credentials) are encrypted at rest.
• We implement strict access controls ensuring tenant workspaces are completely isolated from one another.
• Periodic vulnerability scanning and codebase dependencies are audited regularly.

Please note that no method of transmission over the Internet, or method of electronic storage, is 100% secure. While we strive to use commercially acceptable means to protect your personal data, we cannot guarantee absolute security.

We retain your personal data and customer support tickets for as long as your tenant workspace account is active or as needed to provide services.

Organization administrators can delete workspaces, which will remove ticket histories, attachments, integration credentials, and agent accounts from our active database systems. Archive backups are held for a maximum of 30 days before being completely purged.

Depending on your location, you may have rights under the GDPR, CCPA, or other regional regulations. These rights include:

• Accessing, updating, or correcting your account details.
• Downloading a portable copy of your ticket and workspace data.
• Revoking API access permissions for Google Gmail or Microsoft Outlook integrations at any time directly through your account dashboard.
• Opting out of non-essential email notifications.

If you have any questions or concerns about this Privacy Policy, please feel free to reach out to our team: