Introduction
IMSupporting LTD ("we," "us," or "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our live chat platform and services ("Services").
We are registered in GB (Company Number: #09574545) and comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Data Controller
IMSupporting LTD is the data controller responsible for your personal data. You can contact our Data Protection Officer at support@imsupporting.com
Data We Collect
We collect several types of information to provide and improve our Services:
1. Account Information
- Email address
- Name (first and last)
- Company name and details
- Phone number (optional)
- Billing and payment information
2. Chat Data
- Chat transcripts between customers and operators
- Chat metadata (timestamps, operator assignments, departments)
- Visitor information (IP addresses, geolocation, browser details)
- Pre-chat form data (name, email, custom fields)
- File attachments shared during chats
- AI-generated responses and chat summaries
3. Technical Data
- IP addresses and device information
- Browser type and version
- Operating system
- Pages visited and time spent on site
- Referral sources
- Cookies and similar tracking technologies (see our Cookie Policy)
4. Usage Data
- Dashboard activity logs
- Feature usage statistics
- Performance metrics
- Error logs and diagnostic data
How We Use Your Data
We process your personal data for the following purposes:
Service Provision
- Provide and maintain our live chat services
- Process chat conversations
- Enable AI-powered features and RAG-based suggestions
- Manage user accounts and authentication
Legal Basis: Contract performance
Service Improvement
- Analyze usage patterns and trends
- Improve AI model accuracy
- Develop new features
- Troubleshoot issues and bugs
Legal Basis: Legitimate interests
Security & Compliance
- Prevent fraud and abuse
- Ensure platform security
- Comply with legal obligations
- Enforce our Terms of Service
Legal Basis: Legal obligation / Legitimate interests
Communications
- Send service updates and notifications
- Respond to support requests
- Provide billing information
- Send marketing communications (with consent)
Legal Basis: Contract / Consent
Data Sharing and Disclosure
We do not sell your personal data. We may share your information in the following circumstances:
Service Providers
We work with trusted third-party service providers who process data on our behalf:
- Hosting Providers: UK-based servers for data storage and processing
- Payment Processors: For billing and subscription management
- Analytics Services: Google Analytics, TikTok Pixel (see Cookie Policy)
- Email Services: AWS SES for transactional emails
- AI Services: OpenAI for AI-powered chat features (customer data is not used for training)
Legal Requirements
We may disclose your information if required by law or to:
- Comply with legal processes or government requests
- Enforce our Terms of Service
- Protect the rights, property, or safety of IMsupporting, our users, or others
- Investigate fraud or security issues
Business Transfers
In the event of a merger, acquisition, or sale of assets, your data may be transferred. We will notify you before your data is transferred and becomes subject to a different privacy policy.
Data Security
We implement robust security measures to protect your data:
Encryption
TLS/SSL encryption for data in transit, AES-256 encryption for data at rest
UK Hosting
All data stored on secure UK-based servers with multi-tenant isolation
Access Controls
Role-based access with multi-factor authentication and power level restrictions
Regular Audits
Security assessments, penetration testing, and compliance reviews
Backups
Regular automated backups with secure off-site storage
Monitoring
24/7 security monitoring with intrusion detection and rate limiting
Security Breach Notification
In the unlikely event of a data breach affecting your personal data, we will notify you and the relevant supervisory authority within 72 hours as required by GDPR.
Your Privacy Rights
Under UK GDPR, you have the following rights:
Right to Access
Request a copy of your personal data we hold
Right to Rectification
Correct inaccurate or incomplete data
Right to Erasure
Request deletion of your data ("right to be forgotten")
Right to Restrict
Limit how we use your data
Right to Portability
Receive your data in a structured format
Right to Object
Object to processing based on legitimate interests
To exercise any of these rights, contact us at support@imsupporting.com
You also have the right to lodge a complaint with the UK Information Commissioner's Office (ICO) at ico.org.uk
Data Retention
We retain your data for as long as necessary to provide our Services and comply with legal obligations:
- Active Accounts: Data retained while your account is active
- Chat Transcripts: Retained for the duration specified in your plan (typically 1-5 years)
- Billing Records: Retained for 7 years to comply with tax and accounting requirements
- Logs and Analytics: Retained for up to 2 years
- Deleted Accounts: Data permanently deleted within 30 days unless legal retention is required
International Data Transfers
Your data is primarily stored and processed in the United Kingdom. If we transfer data outside the UK or EEA, we ensure appropriate safeguards are in place, including:
- Standard Contractual Clauses (SCCs) approved by the UK ICO
- Adequacy decisions recognizing equivalent data protection standards
- Binding corporate rules for international transfers
Children's Privacy
Our Services are not intended for children under 16 years of age. We do not knowingly collect personal data from children. If you believe we have collected data from a child, please contact us immediately, and we will delete it.
Changes to This Policy
We may update this Privacy Policy from time to time. We will notify you of significant changes by:
- Posting the updated policy on our website
- Updating the "Last Updated" date
- Sending email notifications for material changes
Your continued use of our Services after changes constitutes acceptance of the updated policy.
Contact Us
If you have any questions or concerns about this Privacy Policy or our data practices, please contact us:
Email: support@imsupporting.com
Phone: +44 (0) 208 720 9303
Company: IMSupporting LTD (#09574545)
Region: England, GB