Privacy policy
Last updated October 30, 2026
Draft: the company details in brackets are filled in before Scaled Support is sold. Everything else on this page describes how the service works today.
This policy explains what personal data Scaled Support handles, why, and what you can do about it. For the technical detail (permissions, storage, encryption) see the security page.
Who we are
Scaled Support is run by [Company legal name], [Registered address], [Country of registration] (“we”, “us”). Contact us about privacy at [contact email].
We play two roles. For the people who sign up and use the dashboard, we are the controller of their account data. For the messages your customers send through the Slack channels and mailbox you connect, you are the controller and we are your processor: we handle that data only to run the service for you, under our data processing agreement.
What we collect
| Data | From | Why |
|---|---|---|
| Your name, email address, password (stored hashed) or Google sign-in, and your workspace settings | You, when you sign up and use the dashboard | To give you an account and run the service (contract). |
| Messages your customers write in the Slack channels you connect, with the sender's name, Slack ID and email address; file names (never file contents) | Slack, through the app you install | To turn messages into tickets and draft replies (on your instructions as processor). |
| Emails that arrive in the mailbox you connect: sender, subject, body and attachment names (never attachment contents) | Gmail, through the access you grant | Same as above. |
| Messages visitors write in the website chat, if you add it to your site, and their email address if they give it | Your website visitors | Same as above. |
| Your help docs and knowledge base | You (uploads, links and connected sources) | To write accurate replies from your own content. |
| Technical logs: IP address, browser and request times | Your browser, through our hosting | To keep the service secure and working (legitimate interest). |
We do not use advertising or analytics trackers, and we do not sell personal data or use it to train AI models.
Google user data
If you connect a Gmail mailbox, we read new emails in its inbox, send the replies you approve or allow, and label processed emails. We use this data only to provide the support features you see in the dashboard. We do not use it for advertising, do not sell it, do not let people read it except your own teammates (or our staff when you ask us for help, for security reasons, or when the law requires it), and do not use it to train AI models.
Scaled Support’s use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.
How long we keep it
- Tickets and customer messages: deleted automatically 365 days after the ticket's last activity. Your admins can shorten this to 30 days or delete tickets at any time.
- Attachments: never stored.
- Help docs: until you remove them.
- Your account: until you ask us to delete it or your workspace.
- Slack and Gmail access: erased as soon as you disconnect or uninstall.
Your rights
You can ask to see, correct, export or delete your personal data, to restrict or object to how we use it, and to withdraw consent where we rely on it. Email [contact email]. If you are one of our customers’ customers, please contact that company first: they control your messages, and we will help them answer you. You can also complain to your local data protection authority.
Security
Data is encrypted in transit and at rest, each workspace’s data is kept apart by row-level security, and access tokens are encrypted before they are stored. The security page has the details.
Changes
We will post changes here and update the date at the top. For significant changes we will email workspace admins before they take effect.