Privacy Policy

1.Who we are

Support Agent is run by [Company name], [Street, postcode and city, Denmark], CVR [number] (“we”). We are the controller of the personal data this policy describes. Write to us at [privacy@domain].

2.What this policy covers

This policy covers the people who visit this website and the people who use Support Agent: the owners and team members of the businesses that sign up.

It does not cover the messages, orders and other data of your own customers that the service handles for you. For that data your business is the controller and we are the processor, and our Data Processing Agreement applies. Your customers should look to your own privacy notice.

3.What we collect

• Your account: name, email address, a hash of your password (never the password itself), the businesses you belong to and your role in each.
• Your business: its name, its stores, the platforms and addresses you connect, and the settings you choose.
• What you do in the service: which replies you approved, changed or sent, so we can show you your statistics.
• Technical data: IP address, browser and the time of requests, in our server logs.
• What you write to us: when you email us for help or with a question.

4.Why we use it

• To give you an account and run the service you signed up for (performance of our contract with you).
• To keep the service secure and find faults, for example by limiting sign-in attempts (our legitimate interest).
• To email you about your account: invitations, password resets and changes to the service or these terms (contract).
• To keep accounting records as Danish law requires (legal obligation).

We do not use your data for advertising, do not sell it, and do not use it to train AI models.

5.Who we share it with

We share personal data only with the companies that help us run the service, listed on our sub-processors page, and with authorities when the law requires us to. If our business is sold or merged, your data passes to the new owner under this policy.

6.Where it is stored

We store your data in the EU. Our mail provider processes email addresses and mail in the USA, under the European Commission's Standard Contractual Clauses or the EU-U.S. Data Privacy Framework.

7.Cookies

We use only the cookies the service needs to work. There are no analytics, advertising or tracking cookies, so we do not ask for consent.

• A session cookie that keeps you signed in.
• A cookie that remembers the language you chose.
• A short-lived cookie that protects the step where you connect Shopify.

Your choice of light or dark theme is kept in your browser's own storage and never sent to us.

8.How long we keep it

• Account and business data: for as long as your account is open, and deleted within 30 days after you close it.
• Server logs: up to 30 days.
• Accounting records: 5 years, as the Danish Bookkeeping Act requires.
• Your customers' data: as in section 11 of the DPA.

9.Your rights

You may ask for a copy of your data, have it corrected or deleted, restrict or object to how we use it, and receive it in a portable format. Write to [privacy@domain] and we answer within 30 days. Much of it you can change yourself in the service.

If you think we handle your data wrongly, you may complain to the Danish Data Protection Agency (Datatilsynet) or the authority where you live.

10.Changes to this policy

When we change this policy we update the date at the top. If a change matters to how we use your data, we email the admins of every business 30 days before it takes effect.