Privacy Policy

1. Information We Collect

Account Information:

• Name and email address
• Phone number (optional, if you provide it)
• Account credentials (securely hashed)
• Contact preferences
• Organization affiliation (for organization users)

Support Ticket Information:

• Technical issues and descriptions
• Device type and problem details
• Screenshots you upload (optional)
• Communication history with our support team
• Ticket status and resolution notes

AI Assistant Interactions:

• Chat messages and conversations
• Voice recordings (if you use voice features)
• Images and screenshots you share
• Session duration and interaction history

Payment Information:

• Processed securely through Stripe
• We do NOT store credit card numbers
• We only store: last 4 digits, card type, expiration date
• Billing history and subscription status

Automatically Collected Information:

• IP address and general location (city/state level)
• Browser type and device information
• Pages visited and features used
• Date and time of access

Organization Account Information (for B2B):

• Organization name and contact information
• Organization Administrator details
• User management and activity logs
• Billing and contract information

2. How We Use Your Information

We use your information to:

• Provide our Service: Process support requests, respond to tickets, provide AI assistance
• Improve our Service: Analyze usage patterns, identify common issues, enhance features
• Communicate with you: Send service updates, respond to inquiries, notify about tickets
• Process payments: Handle subscriptions and billing
• Ensure security: Prevent fraud, abuse, and unauthorized access
• Legal compliance: Meet legal obligations and enforce our Terms of Service
• Organization management: Enable Organization Administrators to manage their users and view relevant support activity

⚠️ Important: We do NOT use your conversations to train AI models. We do NOT sell your data to third parties. We do NOT share your information for marketing purposes.

3. Information Sharing

We only share your information with:

Service Providers (Required to Operate):

• Clerk: Authentication and user management (Privacy Policy)
• Supabase: Database and data storage (Privacy Policy)
• OpenAI: AI assistance and voice features (Privacy Policy)
• Stripe: Payment processing (Privacy Policy)
• Email Service Provider: Sending notifications and support emails

Your Organization (for Organization Users):

If you access Silver Support Hub through an organization, your Organization Administrators may have access to your support tickets, activity logs, and usage information within the platform. Your organization may have its own privacy policies that apply in addition to this Privacy Policy.

Legal Requirements:

• To comply with law enforcement requests
• To respond to subpoenas or court orders
• To protect our rights, safety, or property
• To enforce our Terms of Service

We do NOT:

• Sell your personal information
• Share your data with advertisers
• Use your conversations for marketing
• Share your information with unrelated third parties

4. Data Security

We implement industry-standard security measures to protect your information:

• Encryption: Data is encrypted in transit (HTTPS/SSL) and at rest
• Secure servers: Hosted on secure, monitored infrastructure
• Access controls: Only authorized personnel can access user data
• Authentication: Industry-standard authentication (OAuth, 2FA available)
• Data isolation: Organization data is isolated and separated from other organizations
• Audit logging: Actions are logged for security and compliance purposes

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

5. Data Retention

Active Accounts: We retain your data as long as your account is active.

Individual Account Deletion:

• When you delete your account, your personal data, support tickets, AI chat history, and session data are permanently deleted
• Audit logs (containing action history) are retained for up to 7 years for legal and compliance purposes
• After 7 years, audit logs for deleted accounts are permanently removed
• Payment records are retained by Stripe according to their retention policy

Organization Account Termination:

• When an organization's contract is terminated, the account is deactivated and users lose access
• Organization data is retained in deactivated status for a minimum of one (1) year
• After the retention period, organizations may request complete data deletion
• Deletion requests will be processed within 30 days, subject to legal requirements

Organization User Deletion:

• Users within an organization may delete their own account at any time
• Upon deletion, personal data, tickets, and chat history are permanently deleted
• Organization audit logs related to that user are retained for compliance purposes

6. Your Privacy Rights

You have the right to:

✓ Access Your Data

Request a copy of all personal information we have about you. Contact us at support@silversupporthub.com.

✓ Correct Your Data

Update or correct inaccurate information in your account settings.

✓ Delete Your Account

Delete your account through your account settings. Your personal data, tickets, and chat history will be permanently deleted. Audit logs are retained for compliance (see Data Retention above).

✓ Export Your Data

Request a downloadable copy of your data in a common format. Contact us at support@silversupporthub.com.

✓ Opt-Out of Communications

Unsubscribe from marketing emails (service-related emails will continue).

European Users (GDPR): If you are located in the European Economic Area, you have additional rights under the General Data Protection Regulation, including the right to data portability and the right to lodge a complaint with a supervisory authority.

California Residents (CCPA): If you are a California resident, you have rights under the California Consumer Privacy Act, including the right to know what personal information is collected, the right to delete, and the right to opt-out of the sale of personal information (note: we do not sell personal information).

7. Cookies and Tracking

We use minimal cookies and tracking:

Essential Cookies (Required):

• Authentication cookies (keep you logged in)
• Session management
• Security tokens

We do NOT use:

• Advertising cookies
• Social media tracking pixels
• Cross-site tracking
• Analytics beyond basic usage statistics

8. Children's Privacy

Our Service is not intended for children under 18. We do not knowingly collect information from children. If you believe we have collected information from a child, please contact us immediately at support@silversupporthub.com and we will delete it.

9. Health Information Disclaimer (HIPAA)

Silver Support Hub is a technology support service, not a healthcare provider. We are not a "covered entity" under the Health Insurance Portability and Accountability Act (HIPAA).

Please be aware:

• We do not provide medical advice, diagnosis, or treatment
• Any health information you voluntarily share during support sessions is not protected under HIPAA
• We recommend NOT sharing sensitive medical information during tech support interactions
• If you need assistance with medical devices or health-related apps, please limit sharing to only what is necessary for technical troubleshooting

While we implement strong security practices to protect all user data, we cannot guarantee HIPAA-compliant handling of health information as we are not subject to HIPAA regulations. For health-related concerns, please consult with qualified healthcare providers.

10. Organization Data

For Organization Administrators:

• You have access to support tickets and activity for users within your organization
• You are responsible for informing your users about your organization's data practices
• You may add and remove users from your organization
• User data within your organization is isolated from other organizations

For Organization Users:

• Your Organization Administrator may view your support tickets and activity
• Your organization may have additional privacy policies that apply to you
• You may delete your own account, but your organization may retain certain records
• Contact your Organization Administrator for questions about your organization's data practices

11. International Users

Silver Support Hub is based in the United States. If you access our Service from outside the US, your information will be transferred to and stored in the US. By using our Service, you consent to this transfer. We take steps to ensure your data is protected in accordance with this Privacy Policy.

12. Third-Party Links

Our Service may contain links to third-party websites or resources. We are not responsible for the privacy practices of these external sites. Please review their privacy policies before sharing information.

13. Changes to This Policy

We may update this Privacy Policy from time to time. Significant changes will be communicated via:

• Email notification to all users
• Prominent notice on our website
• Updated "Last Updated" date at the top of this page

Your continued use of the Service after changes constitutes acceptance of the updated Privacy Policy. If you do not agree to the updated Privacy Policy, you must stop using the Service.

14. Contact Us

If you have questions about this Privacy Policy, want to exercise your privacy rights, or have concerns about how we handle your data, please contact us: