1. Introduction
Welcome to HumanicDesk ("we," "our," or "us"). We respect your privacy and are committed to protecting your personal data. This Privacy Policy outlines how we collect, use, disclose, and safeguard your information when you visit our website, use our SaaS platform, or interact with our AI-powered helpdesk services.
By accessing or using our Services, you agree to this Privacy Policy. If you do not agree with our policies and practices, please do not use our Services.
2. Information We Collect
We collect different types of information to provide and improve our Services to you:
Personal Information
- Account Information: Name, email address, phone number, company name, and billing details when you register for an account or book a demo.
- User Content: Information you or your customers submit through support tickets, chats, or emails processed by HumanicDesk.
Automatically Collected Information
- Device and Usage Data: IP addresses, browser types, operating systems, referring URLs, and information about your interaction with our platform.
- Cookies and Tracking Technologies: We use cookies to maintain session state, remember user preferences, and analyze site traffic.
3. How We Use Your Information
We use the collected data for various purposes, including:
- To provide, operate, and maintain our AI Helpdesk platform.
- To authenticate users and provide secure access to agent dashboards.
- To route and resolve customer support tickets automatically using our hybrid AI engine.
- To analyze platform usage and improve our machine learning models.
- To communicate with you regarding updates, security alerts, and administrative messages.
4. AI & Data Processing (The "Hybrid Engine")
Because HumanicDesk operates an AI-first tier of support, we process textual data (support tickets) through Large Language Models (LLMs). Please note:
- No Public Training: We do not use your proprietary customer data to train public foundation models. Your data is siloed and used strictly to fine-tune your specific knowledge base.
- Anonymization: Our systems are designed to detect and redact Personally Identifiable Information (PII) before it is processed by our generative AI routing layers.
- Human Handoff Context: When the AI detects negative sentiment or low confidence, it securely passes the context to a human agent dashboard.
5. Data Sharing & Disclosure
We do not sell your personal data. We may share your information only in the following situations:
- Service Providers: With trusted third-party vendors (e.g., AWS hosting, Stripe for payments) who assist us in operating our platform, bound by strict confidentiality agreements.
- Legal Obligations: If required to do so by law or in response to valid requests by public authorities (e.g., a court or government agency).
- Business Transfers: In connection with, or during negotiations of, any merger, sale of company assets, financing, or acquisition.
6. Data Security
We implement industry-standard security measures, including SOC 2 compliant infrastructure, end-to-end encryption (TLS 1.3 in transit, AES-256 at rest), and strict access controls to protect your data. While we strive to use commercially acceptable means to protect your Personal Data, no method of transmission over the Internet is 100% secure.
7. Your Rights & Choices
Depending on your location (e.g., GDPR in Europe, CCPA in California), you may have the following rights regarding your personal data:
- The right to access, update, or delete the information we have on you.
- The right of rectification if your information is inaccurate or incomplete.
- The right to object to our processing of your Personal Data.
- The right to request data portability.
To exercise any of these rights, please contact our Data Protection Officer at privacy@humanicdesk.com.
8. Contact Us
If you have any questions about this Privacy Policy, please contact us:
- By email: privacy@humanicdesk.com
- By mail: HumanicDesk Inc., 100 Innovation Drive, Suite 400, San Francisco, CA 94105