Privacy Policy

1. Who we are

Lord Systems, LLC ("we", "us", "our") operates the SupportCore helpdesk platform ("Service"). For data submitted by our customers, the customer is the controller of the personal data of their end users; we act as the processor under the Data Processing Agreement (see /legal/dpa).

For data we collect about our customers themselves (your account email, your billing details, your in-app activity) we are the controller.

Contact: [email protected] · Lord Systems, LLC.

2. What we collect

• Account information: name, email, hashed password, SSO identifier

(Google or SAML), 2FA secrets you enable, profile photo, time zone.

• Workspace content: tickets, conversations, attachments, contact

records, knowledge base articles, chat sessions and chat events. Submitted by your agents or your end users.

• Usage data: logins, pages viewed, feature events, API calls,

error traces. Used to operate and improve the Service.

• Billing data: plan, billing email, invoice history. Card numbers

are tokenised by Stripe — we never store them.

• Communications: support tickets you open with us, replies to

product emails. Held for as long as the conversation is useful.

3. How we use it

• Operate and secure the Service.
• Process subscription payments through Stripe.
• Send you product, billing, and security notifications.
• Investigate abuse and enforce our Terms of Service.
• Improve product quality (aggregate usage analytics — never sold).
• Provide AI features (bot replies, agent assist, sentiment analysis,

KB embeddings) when enabled — content is sent to our AI sub-processor for the duration of the request, see Section 6.

• Provide machine translation of knowledge base content when enabled —

content is sent to our translation sub-processors for the duration of the request.

Legal basis under GDPR: contract performance for tenant data; legitimate interest for product analytics and security; consent for optional AI features; legal obligation for tax / billing records.

4. Sharing

We do not sell personal information. We share data only with the sub-processors listed at /legal/sub-processors, and only as needed to deliver the Service. We may disclose data if compelled by valid legal process — and only the minimum required.

5. Sub-processors

The current list lives at [/legal/sub-processors](/legal/sub-processors). We give customers at least 30 days notice before adding a new sub-processor that has access to their workspace content; you may object during that window per our Data Processing Agreement.

6. Automated decision-making

When AI features are enabled on your tenant:

• The AI bot drafts replies to live-chat visitors using OpenAI.
• Agent assist suggests replies to your agents but never sends

them automatically.

• Sentiment analysis classifies inbound customer messages as

positive / neutral / negative / frustrated, and may auto-tag or re-prioritise tickets per the rules you configure.

These features run on demand, not in the background. No decision that produces legal effects on a data subject is made automatically — every escalation is reviewed by an agent.

7. Retention

Workspace content is retained for as long as your subscription is active, plus the trailing 90-day grace period after cancellation, after which it is purged. Audit logs are retained for the life of the tenant; billing records for seven years. Visitor session telemetry runs on a 30-day rolling window (90 days on BUSINESS+). PostgreSQL point-in-time-recovery (PITR) backups are retained per our hosting provider's window — see /legal/sub-processors.

The disclosed worst-case erasure end-to-end SLA is 45 days, dominated by the natural retention of the Postmark message archive.

The full per-record table — what we keep, how long, and why — lives in our ops-facing Data Retention Policy at docs/data-retention.md in the SupportCore repository. Customers under DPA may request the current copy by emailing [email protected].

8. Your rights

Under GDPR, UK GDPR, and CCPA, you have the right to:

• Access the personal data we hold about you.
• Rectify inaccurate data.
• Erase your data ("right to be forgotten") — see Section 9.
• Restrict or object to processing.
• Portability — receive your data in a machine-readable format.
• Withdraw consent for any processing based on it.
• Lodge a complaint with your local supervisory authority.

To exercise these rights, email [email protected]. We respond within 30 days.

9. Erasure & export

Erasure is available self-serve in your profile (Settings → Profile → Erase account) and triggered by an operator on your behalf through the same flow. Erasure scrubs every PII column on your user record while preserving the audit trail in an anonymised form.

Data export will be available in-app once Article 15 portability support ships (tracked internally as SC-201).

10. Security

TLS in transit, at-rest encryption for attachments, scoped database access, per-tenant isolation, audit logs on permission-sensitive actions, optional 2FA, optional IP allow-listing, optional SAML SSO. Report suspected vulnerabilities to [email protected].

11. International transfers

We host primarily in the United States via Railway (PostgreSQL, application servers). Where personal data of EU/UK data subjects is processed, we rely on Standard Contractual Clauses and the additional safeguards described in our DPA.

12. Children

The Service is not intended for individuals under 16. If we learn that we have collected personal data from a child without parental consent, we will delete it.

13. Changes

We may update this policy. Material changes are announced in-app and emailed to the workspace owner at least 30 days before they take effect. The version + effective date are visible at the top of this page.