Privacy Policy

1. Introduction

We are committed to protecting your privacy and ensuring GDPR compliance. This policy explains how we collect, use, and safeguard your personal information.

2. Information We Collect

• Account information (name, email, organization)
• Usage data (incidents, comments, knowledge articles, assistant conversations)
• Technical data (IP address, browser, device)
• Cookies and tracking technologies

3. How We Use Your Information

• Provide and maintain the service
• Process support requests and incidents
• Generate AI answers grounded in your workspace content
• Send notifications and updates
• Improve platform functionality
• Comply with legal obligations

4. Legal Basis for Processing

• Contractual necessity - to provide the service
• Legitimate interest - to improve our platform
• Consent - for marketing communications
• Legal compliance - to meet regulatory requirements

5. Data Sharing

We share data within your organization's workspace according to its role-based access rules, and with service providers (Google Cloud, including Vertex AI for AI processing in the EU region) acting as processors. We never sell your personal data, and your content is not used to train shared AI models.

6. Data Storage and Security

• Data hosted on Google Cloud Platform in the EU region (europe-west4)
• Encryption in transit (TLS) and at rest
• Role-based access controls enforced in the data layer
• Regular security reviews and monitoring

7. Data Retention

We retain your data for as long as your account is active or as needed to provide services. Upon account termination, data is deleted within 90 days unless legal retention requirements apply.

8. Your Rights (GDPR)

• Right to access your personal data
• Right to rectification of inaccurate data
• Right to erasure (right to be forgotten)
• Right to data portability
• Right to object to processing
• Right to withdraw consent

To exercise these rights, contact us at privacy@nsupportplatform.com

9. Cookies Policy

• Essential cookies - required for platform functionality
• Analytics cookies - to understand usage patterns
• You can manage cookies in your browser settings

10. Children's Privacy

Our service is not intended for children under 16. We do not knowingly collect data from children. If you are a parent and believe your child has provided us with personal information, please contact us.

11. International Data Transfers

All data is stored and processed in the EU (Google Cloud EU region). Any transfers outside the EU comply with GDPR requirements and use appropriate safeguards.

12. Changes to Privacy Policy

We may update this policy from time to time. We will notify you of significant changes via email or platform notification at least 30 days in advance.

13. Contact & Data Protection Officer

For privacy concerns, contact our Data Protection Officer at: dpo@nsupportplatform.com