Privacy Policy

SupportVia is run by Immersive Mobile Designs Private Limited, 203, Shree Kashi Parekh Complex, Near Swastik Cross Roads, Navarangpura, Ahmedabad - 380009, Gujarat, India (“we”, “us”). This policy covers supportvia.app, the dashboard at my.supportvia.app, and the chat that businesses put on their websites.

• Our customers’ data. When a business signs up, we decide how its account data is used, as a data fiduciary under India’s Digital Personal Data Protection Act, 2023 (a controller under the GDPR).
• Their visitors’ chats. When someone chats on a business’s website, we handle the chat for that business and only on its instructions (as a data processor). The business decides what it collects and how long it keeps it; its own privacy notice applies. If you chatted on a website, ask that business first about your data; we help it answer.

From people with an account:

• name, email address and a hash of the password (never the password itself)
• workspaces, roles and invitations, and the teammates you invite
• what you add to a workspace: website addresses and the pages imported from them, notes, and the chat’s settings
• billing details: the plan, invoices, billing name, address and GSTIN. Razorpay collects card, UPI and bank details; we never receive or store full card numbers.

From visitors who chat on a website:

• the messages they write, and the answers they get
• a name and email address, only if they type them in, for example to be contacted later
• which website they chatted on, and when

From everyone, for security:

• the IP address and browser of each request, used to stop abuse and enforce rate limits, and kept in our server logs

• to run SupportVia: sign-in, the chat, AI answers, the inbox and alerts
• to send account emails: confirming your address, password resets and invitations
• to bill you and keep the invoices that tax law requires
• to keep the service secure, and to find and fix problems
• to answer you when you write to us

We don’t sell personal data, don’t show advertising, and don’t use customers’ or visitors’ chats to train AI models.

To answer a visitor, the chat sends their recent messages and the business’s relevant pages and notes to an AI model, which writes the reply. The model is either the one we provide (for example, Anthropic’s Claude) or the AI account the business connects itself (such as OpenAI or Anthropic). The provider processes the data to produce the answer, under its own terms for business API use.

We share personal data only with the services we need to run SupportVia:

• Hosting: the provider whose servers SupportVia and its database run on
• AI: Anthropic, or the AI provider a business connects itself
• Email: Google Workspace, which delivers our account emails
• Website analytics: Google Analytics, on supportvia.app only (section 7)
• Payments: Razorpay Software Private Limited, for checkout and invoices

We may also disclose data when the law requires it, or to protect people from harm. Some of these providers process data outside India; we use them under contracts that protect it, and in line with the transfer rules of the DPDP Act and the GDPR.

• The dashboard at my.supportvia.app sets one cookie, to keep you signed in. It is needed for the dashboard to work, and is sent only over HTTPS.
• The chat on a website keeps the visitor’s conversation in that browser’s local storage, so it is still there on the next page. It sets no cookies and doesn’t track visitors across websites.
• supportvia.app, our own website, uses Google Analytics to count visits and see which pages help people. Its cookies (named _ga) are set only if you choose Accept in the cookie notice; until then, and if you decline, Analytics stores nothing on your device and receives only cookieless signals that a page was viewed, without an identifier for you. It never sets advertising cookies, and keeps your choice in this browser’s local storage. Change your choice any time with Cookie settings at the bottom of every page.
• The dashboard at my.supportvia.app and the chat on our customers’ websites don’t use Google Analytics.

• Account and workspace data: for as long as the account or workspace exists.
• Chats: for as long as the workspace exists. Deleting a workspace deletes its chats, leads, pages and settings at once.
• Backups: we take one each night and keep it for two weeks, so deleted data is gone from them within two weeks.
• Invoices and payment records: for 8 years, as Indian tax law requires.

Data travels over HTTPS. Passwords are stored only as strong hashes. Every workspace’s data is kept apart in the database, so one business can never reach another’s, and API keys for connected AI accounts stay on our server and are never sent back to the browser. Only the people who run SupportVia can reach the servers, and only when they need to.

Under the DPDP Act you can ask us for a summary of the personal data we hold about you, have it corrected or completed, have it erased, withdraw consent, nominate someone to act for you, and raise a grievance. Under the GDPR you also have the rights to restrict or object to processing and to receive your data in a portable form.

Write to privacy@supportvia.app from the email address on your account. We reply within 30 days. If you are a visitor to a business’s website, we pass your request to that business, or help it answer.

For a complaint about how we handle personal data, write to our Grievance Officer at privacy@supportvia.app, or by post to Immersive Mobile Designs Private Limited, 203, Shree Kashi Parekh Complex, Near Swastik Cross Roads, Navarangpura, Ahmedabad - 380009, Gujarat, India. We acknowledge complaints within 48 hours and resolve them within 30 days. If you are not satisfied, you may complain to the Data Protection Board of India, or to your local data protection authority.

SupportVia is for businesses; accounts are for people aged 18 or over. We don’t knowingly collect children’s data. Businesses whose websites are meant for children must not use the chat to collect their personal data.

If we change this policy in a material way, we email account owners before the change takes effect and update the date at the top of this page.