Privacy Policy

1. Introduction

Welcome to CanopyDesk ("we," "our," or "us"). Our mission is to cover your customers with exceptional support solutions and transform your help desk into a thriving ecosystem. We understand that trust is the foundation of any strong relationship, and we are committed to protecting your privacy and the confidentiality of your data.

This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website, use our customer support software, or engage with our support simulation tools. Please read this privacy policy carefully. If you do not agree with the terms of this privacy policy, please do not access the site.

2. Information We Collect

We collect information that identifies, relates to, describes, references, is capable of being associated with, or could reasonably be linked, directly or indirectly, with a particular consumer or device.

A. Personal Information You Provide

We collect personal information that you voluntarily provide to us when you register on the website, express an interest in obtaining information about us or our products, participate in activities on the website (such as our Support Simulator), or otherwise contact us. This may include:

• Identity Data: Name, username, or similar identifier.
• Contact Data: Billing address, delivery address, email address, and telephone numbers.
• Financial Data: Bank account and payment card details (processed securely by our third-party payment processors).
• Transaction Data: Details about payments to and from you and other details of products and services you have purchased from us.
• Profile Data: Your username and password, purchases or orders made by you, your interests, preferences, feedback, and survey responses.

B. Information Automatically Collected

When you access our platform, our servers automatically collect certain information. This "Usage Data" may include:

• Device Data: Internet Protocol (IP) address, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform.
• Usage Data: Information about how you use our website, products, and services, including clickstream data, page interaction information, and exit rates.

3. How We Use Your Information

We use personal information collected via our website for a variety of business purposes described below. We process your personal information for these purposes in reliance on our legitimate business interests, in order to enter into or perform a contract with you, with your consent, and/or for compliance with our legal obligations.

• Service Delivery: To provide and maintain our Service, including to monitor the usage of our Service.
• Client Communication: To contact you regarding your account, updates to our Terms of Service, or security alerts.
• Optimization: To analyze usage trends and improve the user experience of our help desk ticketing system.
• Marketing: To send you marketing and promotional communications (you can opt-out at any time).
• Security: To protect our Site and your account from fraud and unauthorized access.
• Legal Compliance: To enforce our terms, conditions, and policies for business purposes, to comply with legal and regulatory requirements or in connection with our contract.

4. Information Sharing and Disclosure

We maintain a strict policy regarding the sharing of your data. We only share information with your consent, to comply with laws, to provide you with services, to protect your rights, or to fulfill business obligations.

Service Providers

We may share your data with third-party vendors, service providers, contractors, or agents who perform services for us or on our behalf and require access to such information to do that work. Unless described in this Policy, we do not share, sell, rent, or trade any of your information with third parties for their promotional purposes.

Business Transfers

We may share or transfer your information in connection with, or during negotiations of, any merger, sale of company assets, financing, or acquisition of all or a portion of our business to another company.

Law Enforcement

Under certain circumstances, we may be required to disclose your Personal Data if required to do so by law or in response to valid requests by public authorities (e.g., a court or a government agency).

5. Data Security

We use administrative, technical, and physical security measures to help protect your personal information. While we have taken reasonable steps to secure the personal information you provide to us, please be aware that despite our efforts, no security measures are perfect or impenetrable, and no method of data transmission can be guaranteed against any interception or other type of misuse.

Specific measures include:

• Encryption: Data is encrypted in transit using TLS 1.2+ and at rest using AES-256 standards.
• Access Control: Strict role-based access controls ensure only authorized personnel handle your data.
• Regular Audits: We conduct regular security vulnerability scans.

6. Your Rights (GDPR & CCPA)

General Data Protection Regulation (GDPR)

For users in the European Economic Area (EEA), you have the following rights:

• Right of Access: You have the right to request copies of your personal data.
• Right to Rectification: You have the right to request that we correct any information you believe is inaccurate.
• Right to Erasure: You have the right to request that we erase your personal data, under certain conditions ("Right to be Forgotten").
• Right to Restrict Processing: You have the right to request that we restrict the processing of your personal data.
• Right to Data Portability: You have the right to request that we transfer the data that we have collected to another organization, or directly to you.

California Consumer Privacy Act (CCPA)

If you are a resident of California, you are granted specific rights regarding access to your personal information:

• Right to Know: You may request disclosure of the specific pieces of personal information we have collected about you.
• Right to Delete: You may request the deletion of your personal information, subject to certain exceptions.
• Right to Non-Discrimination: We will not discriminate against you for exercising any of your CCPA rights.

To exercise these rights, please contact us at [email protected].

7. Cookies and Tracking Technologies

We use cookies and similar tracking technologies to track the activity on our Service and hold certain information. Cookies are files with small amount of data which may include an anonymous unique identifier. Tracking technologies also used are beacons, tags, and scripts to collect and track information and to improve and analyze our Service.

You can instruct your browser to refuse all cookies or to indicate when a cookie is being sent. However, if you do not accept cookies, you may not be able to use some portions of our Service. For more detailed information, please refer to our Cookie Policy.

8. Third-Party Services

Our Service may contain links to other sites that are not operated by us. If you click on a third-party link, you will be directed to that third party's site. We strongly advise you to review the Privacy Policy of every site you visit. We have no control over and assume no responsibility for the content, privacy policies, or practices of any third-party sites or services.

9. Children's Privacy

Our Services are not intended for use by children under the age of 13. We do not knowingly collect personally identifiable information from children under 13. If you become aware that a child has provided us with Personal Data, please contact us. If we become aware that we have collected Personal Data from children without verification of parental consent, we take steps to remove that information from our servers.

10. International Data Transfers

Your information, including Personal Data, may be transferred to — and maintained on — computers located outside of your state, province, country, or other governmental jurisdiction where the data protection laws may differ than those from your jurisdiction.

If you are located outside the United States and choose to provide information to us, please note that we transfer the data, including Personal Data, to the United States and process it there. CanopyDesk takes all steps reasonably necessary to ensure that your data is treated securely and in accordance with this Privacy Policy.

11. Changes to This Policy

We may update our Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page. We will let you know via email and/or a prominent notice on our Service, prior to the change becoming effective and update the "Last Updated" date at the top of this Privacy Policy.

12. Contact Information

If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us: