Privacy Policy

This Privacy Policy explains how Klevrio (“Klevrio”, “we”, “us”) handles personal information when you use Klevrio, the customer support software at klevrio.com, and when you visit that website. It should be read with our Terms and Conditions.

1. Roles

When you create a workspace, we are the controller of account and billing information about you and your agents.

When your workspace receives tickets, chats, and contacts from your own customers, you are the controller of that personal information and Klevrio is the processor. We process it to provide the inbox, chat, portal, and help center you have configured. This policy describes that processing. Your own privacy notice should tell your customers how you use their information.

2. Information we collect

Account and workspace

• Name, email address, and password (stored as a hash, not in plain text).
• Workspace name, support addresses, agent invitations, roles, and settings you choose.
• Messages you send us for support, and records of plan changes.

Customer Content

Content your team and your customers submit through the product, including email, live chat, portal requests, internal notes, attachments, contact records, and help-center articles. If you connect a store, we also receive order details that store makes available, such as order number, status, and customer email, so agents can see them on a ticket.

Billing

Checkout and payment are handled by Paddle, the merchant of record. Paddle collects payment details, billing address, and tax information. We do not store full card numbers. We store the Paddle customer id, subscription status, plan, seat quantity, and transaction references so we know which workspace is paid.

Technical data

• Log data such as IP address, browser type, and timestamps, used to keep accounts signed in, prevent abuse, and debug errors.
• Cookies and similar storage described in section 7.

We do not ask you to submit special-category data. Please do not put health, government-id, or payment-card data into tickets unless you have a lawful reason and your own customers expect it.

3. How we use information

• To provide the product: deliver mail and chat into the inbox, show the portal and help center, and apply the settings you choose.
• To bill the subscription, apply trials, and turn access on or off when a payment succeeds, fails, or is refunded.
• To secure the service, detect fraud, and enforce our Terms.
• To answer support requests and tell you about material changes to the service, terms, or this policy.
• To understand product usage in aggregate so we can fix and improve Klevrio. We do not sell personal information.

Where the law requires a legal basis, we rely on contract (to provide the subscription), legitimate interests (to secure and improve the service, balanced against your rights), and legal obligation (tax and accounting records). Where we process Customer Content as your processor, we do so on your instructions.

4. Who we share information with

We share personal information only as needed to run Klevrio:

• Paddle — merchant of record for subscriptions. Paddle’s privacy notice is at paddle.com/legal/privacy.
• Infrastructure providers — hosting, email delivery, and error logging that store or transmit the data required to operate the service.
• Tools you connect — HTTP endpoints you configure. Data is sent only when you enable that connection.
• Agents in your workspace — people you invite can see Customer Content according to the roles you set.
• Authorities — if the law requires us to disclose information, or to protect the rights, safety, and security of Klevrio, our customers, or the public.

A successor of the business may receive this information if Klevrio is involved in a merger, acquisition, or sale of assets. We do not sell or rent personal information.

5. International transfers

We may process information in the United States and in other countries where we or our infrastructure providers operate. Those countries may have different data-protection laws than your own. Where required, we use appropriate safeguards, such as standard contractual clauses, for transfers from the EEA, the United Kingdom, and Switzerland.

6. Retention

We keep account information for as long as the workspace is open. After you close the workspace, or after we close it under the Terms, we delete or de-identify Customer Content and account data within 30 days, except:

• billing and tax records, which we keep for the period required by law (typically up to 7 years);
• security logs kept for a shorter period to investigate abuse;
• information we must retain for a legal claim.

You can export or delete contacts, tickets, and articles from the product while the workspace is open. Your customers should contact you first about data you control. If they contact us, we will refer the request to the workspace owner unless we are required to respond ourselves.

7. Cookies

Klevrio uses cookies and similar storage that are needed to run the product:

• Session — keeps you signed in.
• Security — helps protect forms and accounts from cross-site abuse.
• Preferences — remembers choices such as appearance and whether a sidebar is open.

The marketing site does not use advertising cookies. When a Google Tag Manager container id is configured, the marketing pages load Google Tag Manager, which can set analytics cookies. The tag is not loaded when no container id is set. Where the law requires consent before those cookies, that consent has to be handled in the container.

8. Your rights

Depending on where you live, you may have the right to access, correct, delete, or export personal information we hold about you, to object to or restrict certain processing, and to lodge a complaint with a data-protection authority. You may also appeal a refusal.

Email support@klevrio.com with the subject “Privacy request”. We will verify that the request comes from you, or from someone authorized to act for you, and we will respond within the time the law requires (generally 30 days, or 45 days where a US state law allows an extension and we tell you). We will not discriminate against you for exercising these rights.

If you are in the European Economic Area, the United Kingdom, or Switzerland, you may also withdraw consent where processing is based on consent, and you may complain to your local supervisory authority.

9. Children

Klevrio is a business product and is not directed at children under 16. We do not knowingly collect personal information from children. If you believe a child has provided personal information to us, email us and we will delete it.

10. Security

We use access controls, encryption in transit, hashed passwords, and workspace separation to protect information. No method of transmission or storage is completely secure. You are responsible for your agents’ access and for the security of the mailboxes you connect.

11. Changes

We will post changes on this page and update the date above. If a change materially affects how we use account information, we will email the workspace owner before it takes effect.

12. Contact

Klevrio
Privacy requests: support@klevrio.com