NovaicoNovaico

Privacy Policy

Last updated: December 9, 2024

1. Introduction

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

2. Information We Collect

2.1 Information You Provide

  • Account Information: Name, email address, company name, and password when you create an account.
  • Support Data: Tickets, messages, attachments, and other content you submit through our platform.
  • Payment Information: Billing details processed securely through our payment provider (Stripe).
  • Communication: Messages you send to us for support or inquiries.

2.2 Information Collected Automatically

  • Usage Data: How you interact with our platform, features used, and actions taken.
  • Device Information: Browser type, operating system, IP address, and device identifiers.
  • Cookies: Session cookies and analytics cookies to improve your experience.

2.3 Information from Third Parties

  • Authentication Providers: Information from Clerk when you sign in.
  • Integrations: Data from connected services like GitHub, Gmail, or Jira when you authorize them.

3. How We Use Your Information

We use your information to:

  • Provide, maintain, and improve our services
  • Process transactions and send related information
  • Send technical notices, updates, and support messages
  • Respond to your comments, questions, and requests
  • Power AI features to help your team provide better support
  • Monitor and analyze trends, usage, and activities
  • Detect, investigate, and prevent fraudulent transactions and abuse
  • Comply with legal obligations

4. AI and Machine Learning

Our platform uses OpenAI's services to provide AI-powered features such as:

  • Draft reply suggestions
  • Ticket categorization and priority detection
  • Knowledge base search and recommendations
  • Translation services

When using AI features, relevant ticket content is processed by OpenAI. We do not use your data to train AI models. OpenAI's data processing is governed by their privacy policy and our data processing agreement with them.

5. Data Sharing and Disclosure

We may share your information with:

  • Service Providers: Companies that help us operate our platform (hosting, analytics, payment processing).
  • AI Providers: OpenAI for processing AI features, subject to strict data processing agreements.
  • Legal Requirements: When required by law, subpoena, or government request.
  • Business Transfers: In connection with a merger, acquisition, or sale of assets.
  • With Your Consent: When you explicitly authorize sharing.

We do not sell your personal information to third parties.

6. Data Retention

We retain your information for as long as your account is active or as needed to provide services. After account deletion, we may retain certain information for legal compliance, dispute resolution, and enforcement of our agreements. Backups are retained for up to 90 days.

7. Data Security

We implement industry-standard security measures including:

  • Encryption in transit (TLS 1.3) and at rest (AES-256)
  • Regular security assessments and penetration testing
  • Access controls and audit logging
  • Secure infrastructure hosted on AWS

8. Your Rights

Depending on your location, you may have the right to:

  • Access your personal data
  • Correct inaccurate data
  • Delete your data
  • Export your data in a portable format
  • Object to or restrict processing
  • Withdraw consent

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

9. International Transfers

Your data may be transferred to and processed in countries outside your residence. We ensure appropriate safeguards through Standard Contractual Clauses and other legal mechanisms.

10. Children's Privacy

Our services are not intended for children under 16. We do not knowingly collect information from children. If you believe we have collected information from a child, please contact us immediately.

11. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by email or through our platform. Your continued use after changes constitutes acceptance.

12. Contact Us

If you have questions about this Privacy Policy, please contact us: