Privacy Policy
Last updated: January 15, 2025
Privacy-First Promise
This Privacy Policy explains how ArcSupport protects your data with enterprise-grade security and privacy-first architecture. We process conversation data only to provide AI-powered support, and your data is never used for advertising or sold to third parties.
1. Privacy Overview
At ArcSupport, privacy is fundamental to our AI-first customer support platform. We've built our entire service around the principle that your customer data and conversations are protected while enabling powerful AI assistance.
Our Core Privacy Principles:
- Enterprise security: SOC 2 compliance and bank-level protection
- Data minimization: We only collect what's necessary for AI support
- No AI training on customer data: Conversations are never used to train models
- Transparent processing: Clear disclosure of how we use your data
- Customer control: You retain full control over your support data
2. Information We Collect
Account Information
When you create an account, we collect:
- Email address (for account creation and communication)
- Encrypted password hash (we never store plain text passwords)
- Organization details and user roles
- Account creation date and last login time
Support Data
To provide AI-powered customer support, we collect:
- Customer conversations and messages
- Support ticket metadata and categorization
- Customer satisfaction ratings and feedback
- Response times and resolution metrics
- Integration data (Polar.sh orders, subscriptions, etc.)
What We DON'T Collect
- Unnecessary personal information beyond support needs
- Browsing history or behavioral tracking data
- Location data beyond country-level for security
- Device fingerprints or tracking identifiers
- Social media profiles or unrelated third-party data
3. AI Processing & Data Handling
ArcSupport uses AI to enhance customer support while maintaining strict privacy controls. We process conversation data only to provide intelligent responses and support insights, with robust safeguards to protect your information.
How AI Processing Works
Intelligent Responses
AI generates contextual support responses based on conversation history
Privacy Protection
Data is processed with enterprise-grade security measures
Insights & Analytics
AI provides support insights without compromising privacy
Our AI systems are designed with privacy-by-design principles, ensuring that conversation data is processed securely and never used for training or advertising purposes.
4. How We Use Your Data
We use the data we collect solely to:
- Provide AI support: Generate intelligent responses, categorize conversations, and detect sentiment
- Manage subscriptions: Process Polar.sh orders, handle refunds, and manage plan changes
- Ensure security: Fraud prevention, abuse detection, and system security
- Improve service: System optimization, reliability improvements, and feature development
- Customer support: Responding to your inquiries and troubleshooting issues
- Legal compliance: Meeting our legal obligations and protecting rights
We Never Use Your Data For:
- Advertising or marketing to your customers
- Training AI models on your customer conversations
- Data mining beyond support service provision
- Selling customer data to third parties
- Building customer behavior profiles for external use
5. Data Sharing & Disclosure
We do not sell, rent, or trade your personal information. We may share limited data only in these specific circumstances:
Service Providers
We work with trusted third-party service providers who help us operate our AI support platform:
- Polar.sh (subscription management and payment processing)
- Supabase (database and authentication)
- OpenAI (AI processing for support responses)
- Cloudflare (CDN and security services)
These providers are contractually bound to protect your data and comply with our privacy standards.
Legal Requirements
We may disclose information when required by law, such as:
- Valid legal process (subpoenas, court orders)
- Protection of rights, property, or safety
- National security requirements
We will only disclose data when legally required and will notify you when possible, except when prohibited by law.
6. Encryption & Security
Security is built into every aspect of ArcSupport. We implement multiple layers of protection to keep your customer support data safe.
Encryption Standards
- AES-256 encryption for data at rest
- TLS 1.3 for data in transit
- Encrypted database storage for conversations
- Secure API communications with third parties
Security Measures
- SOC 2 Type II compliance
- Regular security audits
- DDoS protection via Cloudflare
- Automated threat detection
7. AI Training & Data Mining
Our AI Training Commitment
We will never use your customer conversations, support data, or business information to train artificial intelligence models or machine learning algorithms. This commitment is permanent and applies to all current and future AI technologies.
Technical Protections
- Cloudflare bot protection blocks AI crawlers and scrapers
- Terms of service explicitly prohibit AI training use
- Data processing agreements with AI providers prohibit training
- Regular audits ensure compliance with privacy commitments
We believe your customer conversations and business data should remain private and should never be used to train systems that could potentially compete with or replicate your business operations.
8. Data Retention
Support Data
- Conversations are retained according to your organization's settings
- You can manually delete conversations at any time
- Deleted conversations are permanently removed from our systems within 30 days
- AI processing logs are automatically purged after 90 days
Account Data
- Account information is retained while your account is active
- You can delete your account at any time
- Account data is deleted within 90 days of account closure
- Some metadata may be retained for legal compliance (e.g., billing records)
Logs and Analytics
- System logs are retained for 30 days for troubleshooting
- Security logs may be retained for up to 1 year
- Support performance metrics are retained for service improvement
- Aggregated, anonymized usage statistics may be retained indefinitely
9. Your Privacy Rights
You have comprehensive control over your data. We provide these rights regardless of your location:
Access & Portability
- View all data we have about you and your organization
- Export your conversation history and support data
- Download account information and analytics
Control & Deletion
- Delete individual conversations and support tickets
- Close your account and organization completely
- Request complete data deletion
To exercise these rights, contact us at [email protected]. We'll respond within 30 days and help you with any privacy-related requests.
11. Third-Party Services
We carefully select third-party services that align with our privacy principles:
Polar.sh (Subscription Management)
Provides subscription management, order processing, and payment handling. We only share necessary data for billing and subscription management.
Cloudflare (Security & CDN)
Provides DDoS protection, bot blocking, and content delivery. Configured to block AI crawlers and protect your privacy.
Supabase (Database)
Provides secure, encrypted database services for account information, conversation data, and metadata. All data is encrypted and access is strictly controlled.
12. International Data Transfers
ArcSupport operates globally, and your support data may be stored in multiple jurisdictions for redundancy and performance.
Transfer Safeguards
- All data is encrypted before any international transfer
- We use appropriate safeguards for cross-border data flows
- Our service providers comply with international privacy standards
- You maintain the same privacy protections regardless of data location
All data transfers and storage locations maintain the same high standards of encryption and privacy protection, ensuring your customer support data remains secure regardless of location.
13. Children's Privacy
ArcSupport is not intended for children under 18. We do not knowingly collect personal information from minors.
If we become aware that we have collected personal information from someone under 18, we will delete that information immediately. If you believe a minor has provided us with personal information, please contact us at [email protected].
14. Policy Updates
We may update this Privacy Policy to reflect changes in our practices or legal requirements. We will notify you of significant changes by:
- Email notification to registered users
- Prominent notice on our website
- In-app notifications for major changes
Continued use of the service after changes constitutes acceptance of the updated policy. However, we will never change our core privacy commitments without your explicit consent.
15. Contact Information
If you have questions about this Privacy Policy or our privacy practices, please contact us:
Privacy Inquiries
- Email: [email protected]
- Data Protection: [email protected]
- Security Issues: [email protected]
General Contact
- Support: [email protected]
- Website: https://arcsupport.com
- Response Time: Within 30 days
We take privacy inquiries seriously and will respond to your request as quickly as possible. For urgent security matters, please use [email protected].
Your Privacy, Guaranteed
What We Promise
- ✓ Zero access to your files
- ✓ No AI training on your data
- ✓ No advertising or data mining
- ✓ Transparent privacy practices
How We Protect You
- ✓ End-to-end encryption
- ✓ Zero-knowledge architecture
- ✓ SOC 2 compliance
- ✓ Regular security audits
At ArcSupport, we believe privacy is fundamental to trust in AI-powered support. Our entire platform is designed to protect your customer data, respect your privacy, and give you complete control over your support operations. This isn't just our policy—it's our promise.