Privacy Policy

Last Updated: January 2026

1. Introduction

SupportBase ("we," "us," or "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our AI-powered customer support platform and related services (collectively, the "Service").

By using our Service, you agree to the collection and use of information in accordance with this policy. If you do not agree with the terms of this policy, please do not access or use the Service.

2. Information We Collect

2.1 Account Information

When you create an account, we may collect:

  • Name and email address
  • Password (stored in encrypted form)
  • Company or organization name
  • Billing information (for paid plans)

2.2 Content You Provide

When using the Service, you may upload or provide:

  • Knowledge base content (FAQs, documents, website content)
  • Chatbot configuration and customization settings
  • Team member information if you invite others

2.3 Customer Conversation Data

Our Service processes conversations between your chatbot and your customers. This may include:

  • Chat messages and queries
  • Email addresses (when provided by customers for lead capture)
  • Any information customers choose to share in conversations

2.4 Usage Data

We automatically collect certain information when you use the Service:

  • Device information (browser type, operating system)
  • IP address and approximate location
  • Pages visited and features used
  • Time and date of access
  • Referring website addresses

2.5 Cookies and Tracking Technologies

We use cookies and similar technologies to maintain your session, remember your preferences, and analyze how our Service is used. See Section 9 for more details on cookies.

3. How We Use Your Information

We may use the information we collect for the following purposes:

  • To provide, maintain, and improve our Service
  • To process your chatbot's responses using AI technology
  • To communicate with you about your account and the Service
  • To send you technical notices and security alerts
  • To respond to your comments, questions, and support requests
  • To analyze usage patterns and improve user experience
  • To detect, prevent, and address technical issues or fraud
  • To comply with legal obligations

4. How We Share Your Information

We do not sell your personal information. We may share your information in the following circumstances:

4.1 Service Providers

We may share information with third-party vendors who perform services on our behalf, including:

  • Cloud hosting providers
  • AI and natural language processing providers
  • Analytics providers
  • Payment processors

4.2 Legal Requirements

We may disclose your information if required to do so by law or in response to valid requests by public authorities (e.g., court order, government agency).

4.3 Business Transfers

If we are involved in a merger, acquisition, or sale of assets, your information may be transferred as part of that transaction. We will provide notice before your information becomes subject to a different privacy policy.

5. Data Retention

We retain your information for as long as your account is active or as needed to provide you with the Service. We may also retain and use your information as necessary to:

  • Comply with our legal obligations
  • Resolve disputes
  • Enforce our agreements

When you delete your account, we will delete or anonymize your personal information within 30 days, unless we are required to retain it for legal purposes.

6. Your Rights

Depending on your location, you may have certain rights regarding your personal information:

  • Access: Request a copy of the personal information we hold about you
  • Correction: Request that we correct inaccurate or incomplete information
  • Deletion: Request that we delete your personal information
  • Portability: Request a copy of your data in a machine-readable format
  • Opt-out: Unsubscribe from marketing communications at any time

To exercise any of these rights, please contact us at hello@supportbase.app.

7. Additional Rights for EU Users (GDPR)

If you are located in the European Economic Area (EEA), you have additional rights under the General Data Protection Regulation (GDPR):

  • Right to restrict processing of your personal data
  • Right to object to processing based on legitimate interests
  • Right to withdraw consent at any time
  • Right to lodge a complaint with a supervisory authority

We process your data based on your consent, contractual necessity, or our legitimate business interests (such as improving our Service), always balanced against your rights.

8. Additional Rights for California Residents (CCPA)

If you are a California resident, you have the following rights under the California Consumer Privacy Act (CCPA):

  • Right to know what personal information is collected and how it is used
  • Right to request deletion of your personal information
  • Right to opt-out of the sale of personal information
  • Right to non-discrimination for exercising your privacy rights

We do not sell your personal information. To exercise your CCPA rights, contact us at hello@supportbase.app.

9. Cookies

We use the following types of cookies:

9.1 Essential Cookies

These cookies are necessary for the Service to function and cannot be switched off. They include session cookies for authentication and security.

9.2 Analytics Cookies

These cookies help us understand how visitors interact with our Service by collecting information anonymously. This helps us improve the Service.

9.3 Managing Cookies

Most web browsers allow you to control cookies through their settings. You can set your browser to refuse cookies or delete certain cookies. However, if you block essential cookies, some parts of the Service may not function properly.

10. Security

We take reasonable measures to protect your information from unauthorized access, alteration, disclosure, or destruction. These measures include:

  • Encryption of data in transit and at rest
  • Secure authentication mechanisms
  • Regular security assessments
  • Access controls and monitoring

However, no method of transmission over the Internet or electronic storage is 100% secure. While we strive to protect your information, we cannot guarantee absolute security.

11. Children's Privacy

Our Service is not intended for individuals under the age of 16. We do not knowingly collect personal information from children under 16. If we become aware that we have collected personal information from a child under 16, we will take steps to delete that information promptly. If you believe we have collected information from a child under 16, please contact us at hello@supportbase.app.

12. International Data Transfers

Your information may be transferred to and processed in countries other than your country of residence. These countries may have data protection laws that are different from the laws of your country. We take appropriate safeguards to ensure that your personal information remains protected in accordance with this Privacy Policy.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of any material changes by posting the new Privacy Policy on this page and updating the "Last Updated" date. We encourage you to review this Privacy Policy periodically for any changes. Your continued use of the Service after any changes constitutes your acceptance of the updated Privacy Policy.

14. Contact Us

If you have any questions about this Privacy Policy or our privacy practices, please contact us at:

Email: hello@supportbase.app