Overview

This Privacy Policy (“Policy”) applies to KuwareDesk, operated by Kuware (the “Company,” “we,” “us,” or “our”), and governs data collection and usage. Unless otherwise noted, all references to the Company include kuwaredesk.ai and the KuwareDesk application.

KuwareDesk is a customer support helpdesk and ticketing platform that helps teams receive, organize, and respond to conversations across email, web forms, and other channels. By using KuwareDesk, you consent to the data practices described here.

Information we collect

We only collect personal information you voluntarily provide. This may include your name, mailing address, email address, phone number, company name, and job title. If you purchase a paid plan, we also collect billing and payment card information to complete the transaction.

You may be asked to provide this information when you register for an account, connect a mailbox or support channel, invite teammates, contact us for support, or make a purchase.

Customer and end-user data

KuwareDesk is a tool your team uses to support your own customers. The tickets and messages you handle in the platform may contain personal information about your end users, such as their name, email, and the content of their requests.

How we use your information

We use your personal information to operate and deliver the service, provide the products and services you request, send account notices, handle billing and collection, and tell you about changes to KuwareDesk. We may also let you know about other products or services from the Company, and we’ll use information in any other way you consent to.

Connected services and Google APIs

When you connect a mailbox or third-party service, such as a Google Workspace account, to KuwareDesk, you grant us permission to access the data needed to sync your conversations. You can review or revoke these permissions anytime in your account settings, or directly from your Google Account security settings.

Google data we access

When you connect a Google account, KuwareDesk requests the following Gmail API scopes:

• Read, compose, and send emails from your Gmail account (gmail.modify) - used to detect and retrieve new customer support emails sent to the connected mailbox so they can be turned into tickets, mark processed messages as read so they are not imported more than once, and send replies that an authorized KuwareDesk agent writes from within a ticket.
• See your primary Google Account email address (userinfo.email) - to identify which Google account is connected and display it in your email settings.

We only access data through these scopes to provide the email integration you've explicitly connected - we do not access your Gmail account for any other purpose, and we do not access other Google services (Drive, Calendar, Contacts, etc.) at all.

Data storage, retention, and sharing

Emails retrieved through the Gmail integration are stored as tickets and comments in KuwareDesk, subject to the same retention terms described above under "Data retention." OAuth tokens are stored encrypted and used only to maintain the connection you authorized. We do not share Google user data with third parties except the service providers described under "Sharing with third parties" above (for example, hosting infrastructure needed to run KuwareDesk), and never for advertising or unrelated purposes.

Security

Access to Google user data is protected by the same administrative, technical, and physical safeguards described under "Security" below, including encryption in transit and access controls limiting which KuwareDesk systems and personnel can reach connected-account data.

Revoking access and requesting deletion

You can disconnect a connected Google account at any time from your KuwareDesk email settings, or by revoking KuwareDesk's access directly in your Google Account permissions. You can also contact us (see "Contact" below) to request deletion of data associated with a connected account.

Sharing with third parties

We do not sell, rent, or lease our customer lists to third parties. We may share data with trusted partners who help us run the service, for example payment processing, analytics, email delivery, or customer support. These partners may only use your information to provide services to us and must keep it confidential.

We may also disclose information if required by law, or in good faith to comply with legal process, protect our rights or property, or protect the safety of our users or the public.

Data retention

We keep your personal information and account content, including tickets and conversation history, for as long as your account is active or as needed to provide the service and meet our legal obligations. When you close your account or ask us to delete your data, we’ll remove or de-identify it within a reasonable period, except where we’re required to keep it (see below).

Right to deletion

On receipt of a verifiable request, we will delete your personal information from our records and direct our service providers to do the same. We may be unable to delete it where it’s still needed to:

• complete a transaction or provide a service you requested;
• detect security incidents or protect against fraudulent or illegal activity;
• fix errors that impair existing functionality;
• comply with a legal obligation; or
• make other internal, lawful uses compatible with the context in which you provided it.

Security

We use administrative, technical, and physical safeguards to protect your information, including encryption in transit and access controls. No method of transmission or storage is 100% secure, so we can’t guarantee absolute security.

Children under thirteen

KuwareDesk does not knowingly collect personal information from children under 13. If you’re under 13, please ask a parent or guardian for permission before using this application.

Disconnecting third-party accounts

You can connect your KuwareDesk account to third-party accounts, such as a mailbox or messaging channel. Connecting them means information about you may be shared continuously in line with your privacy settings on those services. If you don’t want that, don’t use the feature. You can disconnect a third-party account anytime in your settings.

Changes to this policy

We may update this Policy from time to time, for example when our services, practices, or the law change. If a change is significant, we’ll let you know by email, a notice in KuwareDesk, or an update to this page. Continuing to use the service after an update means you accept the revised Policy.

Contact

Questions or concerns about this Policy? Reach us at:

Kuware, makers of KuwareDesk 108 Wild Basin Rd S, Suite 250
Austin, TX 78746
Phone: +1-512-364-0165