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Privacy Policy

Updated Friday, January 10, 2025 ·

Effective as of Jan 12th, 2025, Supportbench Services Inc., (“Supportbench”) and its subsidiaries, (collectively, the “Supportbench Group” or “we” or “us” or “our”) have updated our Privacy Policy (“Policy”).

Supportbench Services Inc. (“Supportbench”, “we”, “us”, or “our”) is committed to protecting your privacy. This Privacy Policy (“Policy”) explains how we collect, use, disclose, and safeguard your personal information when you visit our websites or use our services.

1. Introduction

This Policy applies to:

  • Visitors to our website(s),
  • Individuals registering or using our services,
  • Attendees of our events.

“Our Websites” refers to www.supportbench.com and any other websites operated by Supportbench that reference this Policy.

2. Scope

"Personal information" refers to data relating to an identifiable individual. This includes names, contact details, IP addresses, or any unique identifiers.

This Policy covers how we handle personal information submitted directly to our websites and services. However, our privacy and security practices regarding the content our customers (Subscribers) manage through our platform (such as tickets, emails, and customer data) are governed by our Service Agreement and outlined below under Section 6.

If you interact with a company that uses our services (i.e., one of our Subscribers), that company is responsible for handling your personal data. You should contact them directly with privacy-related inquiries.

3. Information You Provide

Account and Registration Information:
When creating an account, we may collect your name, email, phone number, billing details, company name, and user credentials. For free trials, payment details are not collected unless a paid subscription begins. Credit card processing is handled securely by a third-party provider and only used for payment purposes.

Submissions & Interactions:
We collect personal data when you complete forms, request support, participate in surveys or promotions, or otherwise interact with us.

Event Participation:
When you register for or attend a Supportbench event, we collect your name, contact details, and any relevant registration data.

4. Information We Collect Automatically

Cookies & Tracking Technologies:
We use cookies and similar technologies (web beacons, tags, HTML5 local storage) to enhance user experience, analyze trends, and personalize ads. These technologies collect data such as device type, browser, IP address, usage patterns, and preferences.

If you don't want your data used for interest-based advertising, you may adjust your browser settings to block or limit cookies. You can also manage your ad preferences through your device settings or contact us directly.

Logs:
We collect log data including IP addresses, browser types, operating system, referring URLs, and timestamps to monitor and improve our services.

Analytics:
We use third-party analytics tools to understand website usage and improve performance. These tools collect usage data in aggregate and do not identify users personally.

5. Information from Other Sources

Social Media & Third-Party Integrations:
If you connect to our services through a third-party service (e.g., Facebook, Google, LinkedIn), we may collect personal data such as your name, profile photo, and email address based on your permissions. You may revoke access through your third-party account settings.

Single Sign-On (SSO):
You can log in using services like Facebook Connect. These services verify your identity and may share basic personal information with us.

6. How We Use Your Information

We use your information to:

  1. Operate and improve our services and website,
  2. Communicate with you about your account, transactions, and service updates,
  3. Send promotional emails or marketing materials (you may opt out at any time),
  4. Respond to customer service requests and support needs,
  5. Analyze usage trends and personalize your experience,
  6. Detect, prevent, and investigate fraud or abuse.

If you are a Subscriber, we process the data you upload into our platform (such as customer messages or tickets) only according to your instructions under the terms of our Service Agreement. We do not access this data unless required for support, troubleshooting, or as otherwise legally required.

7. Sharing of Information

We may share your data with:

  • Service Providers: Hosting, analytics, payment processing, customer support, and security services,
  • Legal & Compliance: Government bodies or legal authorities if required by law,
  • Business Transfers: If Supportbench is involved in a merger, acquisition, or sale of assets,
  • Testimonials & Referrals: With your consent, we may publish testimonials or use referral data,
  • Forums: If you post content in public forums, this content may be read and used by others.
  • We do not sell your personal information.

8. International Data Transfers

Supportbench operates globally. Your personal data may be stored or processed in Canada, the U.S., or other countries where we or our service providers operate. By using our services, you consent to such transfers, including to jurisdictions with differing privacy protections.

9. Your Preferences & Rights

You may:

  • Access, correct, or delete your personal data by emailing privacy@supportbench.com,
  • Manage your communication preferences via email or unsubscribe links,
  • Request that we remove personal data from public forums or testimonials.

We will respond to such requests within 30 days. If we process data on behalf of a Subscriber, we will forward your request to them as the data controller.

10. Data Retention and Security

We retain personal information only as long as necessary for our business purposes, legal obligations, or to provide services. We use industry-standard security practices to safeguard your data.

If you close your account or request deletion, we will delete or anonymize your data unless legal or operational reasons require us to keep it.

11. Children's Privacy

We do not knowingly collect personal data from children under 13. If we discover such data has been provided, we will delete it promptly. Parents or guardians who believe we have inadvertently collected such data may contact us at privacy@supportbench.com.

12. Business Transfers

If we are involved in a merger, acquisition, reorganization, or sale of assets, your personal data may be transferred as part of that transaction. We will notify you via email or a prominent notice on our site of any change in ownership or use of your personal data.

13. Changes to This Policy

We may update this Privacy Policy occasionally. When we do, we will revise the “Effective Date” above and post a notice on our website if changes are material. Your continued use of our services constitutes your acceptance of any updates.

14. Contact Us

If you have any questions about this Policy or our privacy practices, contact us at:

 

Supportbench Services Inc.
Attn: Privacy Officer
1200-555 W Hastings St
Vancouver, BC V6B 4N6
Email: privacy@supportbench.com

 

15. English Version Prevails

If this Policy is translated into other languages, the English version will prevail in the event of any inconsistencies or disputes.

 

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