Privacy Policy, Connect

Connect is a customer support platform for small SaaS teams. We take privacy seriously because we handle two kinds of data at once: information about you, the team using Connect, and information about your customers, who reach out through your helpdesk, help center, roadmap, and training center. This policy explains what we collect, why, and what you can do about it.

If anything here is unclear, email privacy@go-connect.live and we will get back to you within five business days.

1. Who we are

Connect is operated by the Connect team ("we", "us", "our"). For the purposes of the UK GDPR and EU GDPR, we act as a data controller for information about our own customers (the people who sign up for and pay for Connect), and as a data processor for information your team stores in Connect about your end customers.

2. What we collect

Account data (controller)

Your name, work email, and password hash.
Workspace name, plan, and billing details (processed by our payment provider; we never see card numbers).
Profile preferences such as timezone, language, and notification settings.

Usage data (controller)

Pages visited inside Connect, features used, and approximate time spent, used to fix bugs and prioritise the roadmap.
Device, browser, operating system, and IP address, used for security and abuse prevention.
Diagnostic logs when something errors, retained for 30 days.

Customer data you store in Connect (processor)

When your team uses Connect, you choose what to put in. That typically includes:

Helpdesk conversations, attachments, tags, and internal notes.
Roadmap submissions, votes, and comments from your customers.
Help center articles and analytics about what was searched and viewed.
Training course enrolments, lesson completions, and quiz results.

We act as a processor for this data: you decide what is collected, how long it is kept, and who can see it. Your customers should direct privacy requests to you in the first instance.

3. How we use data

To provide the service: authenticate users, deliver messages, generate AI responses you have asked for, and keep the app running.
To support you: respond to questions, investigate bugs, and help with onboarding.
To improve Connect: understand which features get used and which need work.
To keep things safe: detect abuse, prevent fraud, and comply with the law.
To bill you: take payment for paid plans and send receipts and renewal reminders.

We do not sell your data or your customers' data, and we do not use customer conversations to train shared AI models.

4. AI features

Connect includes optional AI features, including reply drafting, the help center assistant, and content-gap suggestions. When you use them, the relevant content is sent to an AI model on your behalf to generate a response. We do not allow that content to be used to train third-party general-purpose models. You can disable AI features per workspace in Settings.

5. Where data lives

Connect is hosted in the European Union on a managed Postgres platform. Data is encrypted in transit (TLS 1.2+) and at rest. Daily backups are retained for 14 days. Some sub-processors (for example email delivery and error monitoring) are based outside the EU; in those cases we use Standard Contractual Clauses and limit data sharing to what is strictly required.

6. Sub-processors

We use a small set of trusted vendors to operate Connect, including a managed Postgres provider, an email delivery service, a payment provider, an AI model provider, and an error monitoring tool. A current list is available on request at privacy@go-connect.live. We will give 30 days' notice before adding a new sub-processor that materially changes how data is handled.

7. Retention

Account data is retained while your workspace is active and for 30 days after cancellation, then deleted.
Customer data you store in Connect is retained according to your retention settings; defaults can be changed in Settings.
Diagnostic logs are retained for 30 days.
Billing records are retained for 7 years to comply with tax law.

8. Your rights

If you are in the UK, EU, or any other region with similar laws, you have the right to:

Access the personal data we hold about you.
Correct anything that is wrong.
Delete your account and the personal data tied to it.
Export your data in a portable format.
Object to or restrict certain processing.
Lodge a complaint with your local data protection authority.

To exercise any of these, email privacy@go-connect.live. We will respond within 30 days.

9. Cookies

Connect uses a small number of cookies and similar technologies: a session cookie to keep you logged in, a CSRF token for security, and an anonymous analytics cookie to count visits. We do not use advertising cookies and do not share data with ad networks.

10. Children

Connect is built for businesses and is not directed at children under 16. If you believe a child has signed up, contact us and we will delete the account.

11. Changes to this policy

We will update this policy as Connect grows. Material changes will be announced by email to workspace owners at least 30 days before they take effect.

12. Contact

Privacy questions: privacy@go-connect.live
General: hi@go-connect.live