Privacy Policy

1. Our Commitment to Privacy

At SupportGenie AI (“Company”, “we”, “us”), we recognize that customer documentation, product guides, and internal team notes contain critical proprietary information. We treat your data with the highest standard of security and transparency. This Privacy Policy details the types of information we collect, how it is processed, and your rights regarding your personal data.

2. Information We Collect

We collect only information strictly necessary to provide and improve our service:

• Account Credentials: Name, work email address, encrypted authentication tokens, and profile avatars.
• Workspace & Content Data: Help center titles, subdomains, brand settings, raw draft notes, and synthesized markdown documentation.
• Reader Analytics: Aggregated, anonymized page views, reading time calculations, and reader feedback (thumbs up / thumbs down). We do not track individual customer identities who read your documentation.
• Billing Information: Payment processing is handled directly by our merchant of record, Lemon Squeezy. We do not store raw credit card numbers on SupportGenie servers.

3. Autonomous AI Processing Guarantees

When you generate or refine documentation in our AI Studio, text payloads are transmitted over encrypted TLS 1.3 channels. We enforce strict data handling agreements with inference infrastructure providers to guarantee zero retention of prompts for model training.

4. Data Storage & Security Architecture

All customer records, articles, and settings are stored in private PostgreSQL instances managed via Supabase with row-level security (RLS) policies.

• Encryption at Rest: All data volumes and backups are encrypted using AES-256 standards.
• Encryption in Transit: All communication between browsers, edge servers, and databases is secured using TLS 1.3 with automated SSL certificates.
• Row-Level Isolation: Database access policies ensure that articles and settings are strictly isolated and accessible only by authorized workspace owners.

5. Subprocessors

We partner with reputable enterprise infrastructure vendors to provide high-availability services:

6. Your Rights (GDPR & CCPA)

Regardless of your geographical location, we provide all users with the following rights:

• Right of Access: Request a complete copy of all personal data held in your account.
• Right to Rectification: Update or correct any inaccurate account or documentation information directly in your dashboard.
• Right to Erasure (“Right to be Forgotten”): Delete your workspace, help centers, and associated articles permanently at any time.
• Right to Data Portability: Export your documentation markdown and configurations for migration to any alternative platform.

7. Data Retention Policy

We retain account information and published documentation for as long as your workspace remains active. When you delete an article or cancel your workspace, the associated records are purged from production databases immediately and removed from encrypted rotating backups within 30 days.

8. Contact Our Privacy Team

If you have questions, data subject access requests, or compliance inquiries, please email our Data Protection Officer at privacy@supportgenie.app.