Supprtly Privacy Policy

Our Privacy Commitment

At Supprtly, we believe privacy is a right, not a feature. We collect only the minimum information necessary to operate the platform and deliver the services you have subscribed to. We do not sell your personal information. We do not generate any revenue from advertising — not now, not ever. This means we have no financial incentive to harvest your data, share it with advertisers, or compromise your privacy in any way.

This Privacy Policy explains what information we collect, why we collect it, how we use and protect it, and what choices you have. We have written it to be as clear and direct as possible.

1. Scope of This Privacy Policy

This Privacy Policy applies to:

• The Supprtly website at https://www.supprtly.com and all associated pages;
• The Supprtly web-based support ticketing platform and all associated tools and features;
• Supprtly's native screen recording and screenshot SDK when deployed on an Operator's platform; and
• Any communications between you and Supprtly, including support interactions.

This Privacy Policy applies to two distinct groups:

• Operators — businesses and individuals who subscribe to and administer the Supprtly platform; and
• End Users — individuals who interact with Supprtly through a widget or interface deployed by an Operator, such as customers submitting support tickets.

This Privacy Policy is organized into three parts:

• Part I — Information Supprtly collects directly from Operators and website visitors.
• Part II — Information Supprtly processes on behalf of Operators, including End User data.
• Part III — General topics including security, data transfers, and policy updates.

2. What Information We Collect

2.1 Information You Provide to Us

When you interact with Supprtly directly, we may collect the following:

Account Registration: When you create a Supprtly account, we collect your name, business email address, company name, and password (stored in encrypted form via Auth0). You may optionally provide additional profile information.

Payment Information: When you subscribe to a paid plan, payment is processed by Stripe. Supprtly does not directly collect or store your credit card number, billing address, or other financial details. Stripe's privacy policy governs the handling of your payment data. We receive only a transaction confirmation and the last four digits of your card for billing reference.

Support and Communications: If you contact us for support or with questions, we collect the contents of your communications, your email address, and any information you voluntarily provide to help us resolve your inquiry.

Free Trial Registration: When you register for a 14-day free trial, we collect the same account registration information listed above.

2.2 Information We Collect Automatically

Website Analytics: We use Google Analytics on our website at https://www.supprtly.com to understand how visitors interact with our site. Google Analytics collects information such as your IP address (anonymized), browser type, operating system, pages visited, time spent on pages, and referring URLs. This data is aggregated and used solely to improve our website and marketing. You can opt out of Google Analytics by using the Google Analytics Opt-out Browser Add-on available at https://tools.google.com/dlpage/gaoptout.

Log Data: Our servers automatically collect log data when you access the Supprtly platform, including your IP address, browser type, device type, operating system, access times, and pages or features accessed. This information is used for security monitoring, debugging, and platform performance.

Cookies and Local Storage: We use cookies and similar technologies to maintain your session, remember your preferences, and keep you logged in. We use only first-party cookies. We do not use third-party advertising cookies or tracking pixels. You may disable cookies in your browser settings, but doing so may limit your ability to use certain features of the platform.

Authentication Data: Authentication and login sessions are managed through Auth0. Auth0 collects login timestamps, device identifiers, and IP addresses as part of the secure authentication process. Auth0's privacy policy governs the handling of this data.

2.3 Information from Third-Party Authentication

If you choose to sign in using a supported third-party authentication provider through Auth0, we will receive basic profile information such as your name and email address from that provider. We use this information only to create and manage your Supprtly account.

3. How We Use the Information We Collect

We use the information collected in Part I for the following purposes:

• To create and manage your Supprtly account;
• To provide, operate, and improve the Subscription Service;
• To process payments and manage billing through Stripe;
• To send transactional emails — such as account confirmations, password resets, subscription updates, and billing notifications — through Resend;
• To respond to your support requests and communications;
• To monitor and analyze usage patterns to improve the platform;
• To detect, investigate, and prevent fraudulent activity, security incidents, and violations of our Terms of Service and Acceptable Use Policy;
• To comply with applicable legal obligations; and
• To notify you of material changes to our policies or terms.

We do not use your information for advertising purposes. We do not sell, rent, or trade your personal information to any third party.

4. Third-Party Service Providers

Supprtly works with a limited number of trusted third-party service providers who process data on our behalf solely to deliver the Subscription Service. Each provider is bound by confidentiality obligations and data protection standards consistent with this Privacy Policy. Our current third-party service providers are:

• Railway: Platform infrastructure and deployment hosting for the Supprtly application.
• Hostinger: Website hosting for https://www.supprtly.com.
• MongoDB: Database provider. All Operator data, End User ticket data, account data, and Recording Data is stored in MongoDB databases hosted on Supprtly's infrastructure within the United States.
• Stripe: Payment processing. Stripe handles all credit card and payment transactions. Supprtly does not store raw payment card data. See Stripe's Privacy Policy at https://stripe.com/privacy.
• Resend: Transactional email delivery. Resend is used to send system-generated emails such as account confirmations, password resets, and billing notifications. Resend processes your email address for this purpose only.
• Auth0: Authentication and identity management. Auth0 manages secure login, session management, and multi-factor authentication. See Auth0's Privacy Policy at https://auth0.com/privacy.
• Google Analytics: Website analytics on https://www.supprtly.com only. See Google's Privacy Policy at https://policies.google.com/privacy.

We do not share your data with any third party beyond those listed above without your explicit consent, except as required by law.

5. Your Choices

Marketing Communications: If we send non-essential communications, you may opt out at any time using the unsubscribe link in the email. You will continue to receive essential transactional emails related to your account.

Google Analytics: You may opt out of Google Analytics tracking at https://tools.google.com/dlpage/gaoptout.

Cookies: You may disable cookies through your browser settings. Note that disabling cookies may affect your ability to log in and use the platform.

Account Data: You may update your account information at any time through your account settings. To request deletion of your account and associated data, contact us at privacy@supprtly.com.

6. Operator Data and End User Data

When Operators use the Subscription Service, they entrust Supprtly with data about themselves and their End Users. This section explains how we handle that data.

6.1 Ticket Content

Support tickets submitted through the Supprtly platform may contain personal information provided by End Users, including names, email addresses, descriptions of issues, and any other information the End User chooses to include. This data is stored in MongoDB on Supprtly's infrastructure and is accessible only to the Operator's authorized agents and Supprtly personnel with a legitimate operational need.

6.2 Recording Data

Supprtly's native SDK enables End Users to attach screen recordings and screenshots to support tickets. This is subject to the following:

• Consent: End Users must explicitly check a consent box and affirmatively agree before any screen recording or screenshot is captured. No Recording Data is collected without this affirmative consent.
• Storage: All Recording Data — including screen recordings, screenshots, navigation traces, and associated technical metadata — is stored exclusively on Supprtly's own infrastructure within the United States via MongoDB. Recording Data is never transmitted to or stored by any third-party recording service.
• Access: Recording Data is accessible only to the Operator's authorized support agents and Supprtly personnel for operational and security purposes.
• Retention: Recording Data is retained for 14 days following the closure or resolution of the associated support ticket, or for 14 days following termination or expiration of the Operator's subscription, whichever comes first. After this period, Recording Data is permanently deleted from our systems and backups.

6.3 Technical and Session Metadata

When an End User submits a ticket through the Supprtly widget, the platform may automatically capture technical metadata to assist support agents, including browser type, operating system, app version, and navigation trace (the sequence of pages visited prior to ticket submission). This metadata is collected as part of the support ticket workflow and is stored alongside the ticket in MongoDB.

7. Ownership and Control of Operator Data

Operators retain full ownership of all data they and their End Users submit to the Subscription Service. Supprtly processes this data solely as a data processor acting on the Operator's instructions. We provide Operators with the ability to:

• Access and review all ticket data and Recording Data associated with their account;
• Export data upon request by contacting privacy@supprtly.com; and
• Request deletion of specific data or all account data.

Operators are responsible for ensuring that their collection and use of End User data through the Supprtly platform complies with all applicable laws, including obtaining any required consents beyond those provided by Supprtly's built-in consent mechanism.

8. Data Retention

Active Subscriptions: We retain Operator account data and ticket data for the duration of the active subscription.

Post-Cancellation: Following cancellation or expiration of a subscription, we retain Customer Data for 30 days, during which Operators may request an export. After 30 days, Customer Data is permanently deleted.

Recording Data: Screen recordings, screenshots, and associated technical metadata are retained for 14 days following ticket closure or subscription termination, whichever comes first, then permanently deleted.

Free Trial: Data collected during a free trial may be permanently deleted immediately upon expiration of the trial if the Operator does not convert to a paid subscription.

Legal Holds: We may retain data for longer periods where required by applicable law, to enforce our agreements, or in connection with a legal proceeding.

9. How We Protect Your Information

Supprtly takes data security seriously. We implement the following technical and organizational measures to protect your data:

• All data is transmitted using HTTPS encryption;
• All data at rest in MongoDB is encrypted;
• Authentication is managed through Auth0, which supports multi-factor authentication (MFA) and secure session management;
• Access to production systems and databases is restricted to authorized Supprtly personnel on a need-to-know basis;
• We monitor for suspicious activity and unauthorized access attempts; and
• Payment data is handled entirely by Stripe and is never stored on Supprtly's systems.

No method of electronic transmission or storage is 100% secure. While we work hard to protect your data, we cannot guarantee absolute security. In the event of a data breach affecting your personal information or Customer Data, we will notify you as required by applicable law.

For security concerns or to report a vulnerability, contact us at privacy@supprtly.com.

10. Children's Privacy

The Supprtly platform is intended for use by businesses and is not directed to individuals under the age of 16. We do not knowingly collect personal information from children under 16. If we become aware that a child under 16 has provided us with personal information, we will take prompt steps to delete that information. If you believe a child under 16 has submitted personal information to us, please contact us at privacy@supprtly.com.

11. Data Location and Transfers

Supprtly is operated from the United States. All Customer Data, Operator data, and Recording Data is stored on infrastructure located within the United States via Railway (deployment), MongoDB (database), and associated services.

If you are accessing the Subscription Service from outside the United States, you acknowledge and consent to the transfer, storage, and processing of your data in the United States. We currently operate exclusively in the United States. As we expand to additional regions in the future, this section will be updated to reflect any additional data transfer mechanisms we implement.

12. Do Not Track

Some browsers send "Do Not Track" (DNT) signals to websites. Currently, there is no universally accepted standard for how websites should respond to DNT signals. We do not currently alter our data collection practices in response to DNT signals. We will revisit this position as standards develop.

13. External Links

Our website and platform may contain links to third-party websites or services. This Privacy Policy does not apply to those third-party sites. We encourage you to review the privacy policies of any third-party sites you visit. Supprtly is not responsible for the privacy practices of any third party.

14. Disclosures Required by Law

We may be required to disclose your personal information or Customer Data to comply with applicable law, regulation, legal process, or a valid governmental request, including to meet national security or law enforcement requirements. Where permitted by law, we will notify you of such a request before disclosing your data so that you may seek a protective order or other appropriate relief.

15. Business Transfers

In the event that Supprtly or P Enterprise LLC is involved in a merger, acquisition, reorganization, or sale of assets, your data may be transferred as part of that transaction. We will notify you via email or a prominent notice on our website at least 30 days before your data becomes subject to a different privacy policy as a result of such a transaction. You will be informed of any choices you may have regarding your data at that time.

16. Enforcement and Complaints

We make every effort to ensure that your personal information is used in conformity with this Privacy Policy. If you have concerns about how we handle your data, please contact us at privacy@supprtly.com. We will respond to all inquiries within a reasonable timeframe and work with you to address your concerns.

17. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. When we make changes, we will update the "Last Updated" date at the top of this document. For material changes that affect your rights, we will provide at least 30 days' advance notice via email to your registered address or via an in-app notification.

If you do not agree with a material change to this Privacy Policy, you may terminate your subscription prior to the effective date of the change. Your continued use of the Subscription Service after the effective date of any update constitutes your acceptance of the revised Privacy Policy.

The current version of this Privacy Policy is always available at https://www.supprtly.com/privacy.

18. Contact Us

For any questions, concerns, or requests regarding this Privacy Policy or your data, please contact us at:

privacy@supprtly.com

We aim to respond to all privacy-related inquiries within 5 business days.