Privacy Policy

Privacy Policy

Last updated: January 15, 2026

Your privacy is important to us. This policy explains how we collect, use, and protect your information.

Table of Contents

IntroductionInformation We CollectHow We Use Your InformationData Sharing and DisclosureData SecurityYour RightsData RetentionCookies and TrackingInternational Data TransfersChildren's PrivacyChanges to This PolicyContact Us

1. Introduction

Customer Support AI Monitor ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our platform and services.

By using Customer Support AI Monitor, you agree to the collection and use of information in accordance with this policy. If you do not agree with our policies and practices, please do not use our services.

2. Information We Collect

Account Information

When you create an account, we collect:

  • Name and email address
  • Company name and organization details
  • Billing and payment information (processed securely through Stripe)
  • Account preferences and settings

Usage Data

We automatically collect information about how you use our platform:

  • Log data (IP address, browser type, device information)
  • Usage patterns and feature interactions
  • Performance metrics and error logs
  • Time and date of access

Customer Support Conversation Data

To provide our monitoring services, we collect:

  • Conversation transcripts from integrated platforms (e.g., Zendesk)
  • CSAT scores and customer feedback
  • Escalation patterns and resolution data
  • AI chatbot performance metrics

Cookies and Tracking

We use cookies and similar tracking technologies to track activity and store certain information. See Section 8 for more details.

3. How We Use Your Information

Service Provision

  • Provide, maintain, and improve our monitoring services
  • Process transactions and manage your account
  • Analyze customer support conversations and generate insights
  • Send service-related notifications and updates

Analytics and Improvement

  • Understand how users interact with our platform
  • Identify and fix bugs or technical issues
  • Develop new features and improve existing ones
  • Conduct research and analysis

Communication

  • Respond to your inquiries and support requests
  • Send marketing communications (with your consent)
  • Notify you about changes to our services or policies
  • Provide customer support and technical assistance

4. Data Sharing and Disclosure

We do not sell your personal information. We may share your information only in the following circumstances:

Third-Party Services

  • Payment Processing: Stripe (for billing and payments)
  • Cloud Infrastructure: AWS (for hosting and data storage)
  • Analytics: Google Analytics (for usage analytics)
  • Customer Support: Integrated platforms (Zendesk, etc.) as configured by you

All third-party services are bound by strict data processing agreements.

Legal Requirements

We may disclose your information if required by law, court order, or government regulation, or to:

  • Comply with legal obligations
  • Protect our rights and property
  • Prevent fraud or security threats
  • Protect the safety of users or the public

Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred to the acquiring entity, subject to the same privacy protections.

5. Data Security

We implement industry-standard security measures to protect your information:

  • Encryption: TLS 1.3 for data in transit, AES-256 for data at rest
  • Access Controls: Role-based access control, multi-factor authentication
  • Network Security: Firewalls, DDoS protection, intrusion detection
  • Regular Audits: Security assessments and penetration testing
  • Employee Training: Security awareness and data handling protocols

However, no method of transmission over the internet or electronic storage is 100% secure. While we strive to protect your data, we cannot guarantee absolute security.

6. Your Rights

Depending on your location, you may have the following rights regarding your personal information:

  • Access: Request a copy of the personal information we hold about you
  • Correction: Request correction of inaccurate or incomplete information
  • Deletion: Request deletion of your personal information (subject to legal obligations)
  • Portability: Request transfer of your data to another service provider
  • Opt-Out: Unsubscribe from marketing communications at any time
  • Objection: Object to processing of your personal information for certain purposes
  • Restriction: Request restriction of processing in certain circumstances

To exercise these rights, please contact us at privacy@csmmonitor.ai. We will respond to your request within 30 days.

7. Data Retention

We retain your information for as long as necessary to provide our services and fulfill the purposes outlined in this policy:

  • Starter Plan: 30 days of conversation data
  • Professional Plan: 90 days of conversation data
  • Enterprise Plan: 1 year of conversation data
  • Account Data: Retained while your account is active, plus 30 days after cancellation

We may retain certain information longer if required by law or for legitimate business purposes (e.g., fraud prevention, legal disputes).

Upon account deletion, we will delete or anonymize your personal information within 30 days, except where retention is required by law.

8. Cookies and Tracking

We use cookies and similar tracking technologies to:

  • Remember your preferences and settings
  • Authenticate your session
  • Analyze usage patterns and improve our services
  • Provide personalized content and features

You can control cookies through your browser settings. However, disabling cookies may limit your ability to use certain features of our platform.

We use the following types of cookies:

  • Essential: Required for the platform to function
  • Analytics: Help us understand how users interact with our platform
  • Functional: Remember your preferences and settings

9. International Data Transfers

Your information may be transferred to and processed in countries other than your country of residence. These countries may have data protection laws that differ from those in your country.

We ensure that appropriate safeguards are in place for international data transfers, including Standard Contractual Clauses (SCCs) approved by the European Commission and other mechanisms as required by applicable law.

10. Children's Privacy

Our services are not intended for individuals under the age of 18. We do not knowingly collect personal information from children. If you believe we have collected information from a child, please contact us immediately, and we will delete such information.

11. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any material changes by:

  • Posting the updated policy on this page
  • Updating the "Last updated" date
  • Sending an email notification for significant changes

Your continued use of our services after changes become effective constitutes acceptance of the updated policy.

12. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:

Customer Support AI Monitor

Email: privacy@csmmonitor.ai

Support: support@csmmonitor.ai