Privacy Policy

1. Introduction

HelpWise ("we", "us", "our") operates the HelpWise platform (www.helpwise.net, app.helpwise.net, and portal.helpwise.net). This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our service.

By using HelpWise, you consent to the data practices described in this policy. If you do not agree with the terms of this Privacy Policy, please do not access the platform.

2. Information We Collect

2.1 Personal Data

When you register for an account, we collect:

• Full name
• Email address
• Password (stored in encrypted form)
• Organisation, agent, and company names
• Profile preferences (avatar, signature, notification settings)

2.2 Usage Data

We automatically collect certain information when you use the platform, including:

• IP address and browser type
• Pages visited and features used
• Time and date of access
• Device and operating system information
• Referring URLs

2.3 Customer Support Data

HelpWise is a customer support platform. The content stored in your workspace may include support tickets, customer contact details, conversation history (email, chat, portal), knowledge base articles, attachments, internal notes, automation rules, and reporting data. This data is necessary to provide you with the service.

If you use HelpWise to support your own customers, you are the data controller for your customers' personal data and HelpWise acts as a data processor on your behalf, in line with the data processing terms incorporated by reference into our Terms & Conditions.

3. How We Use Your Information

We use the information we collect to:

• Provide, maintain, and improve the HelpWise platform
• Create and manage your account
• Send transactional emails (account verification, password resets, ticket and SLA notifications, billing receipts)
• Respond to your enquiries and provide customer support
• Monitor usage patterns to improve user experience
• Detect, prevent, and address technical issues and security threats
• Comply with legal obligations

4. Legal Basis for Processing (GDPR)

If you are located in the European Economic Area (EEA) or United Kingdom, our legal basis for collecting and using your personal information depends on the data concerned and the context in which we collect it:

• Contract performance: Processing necessary to provide you with the HelpWise service
• Legitimate interests: Improving our service, preventing fraud, and ensuring security
• Consent: Where you have given us explicit consent for specific processing (e.g., marketing communications)
• Legal obligation: Where we are legally required to process your data

5. Data Sharing and Disclosure

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

• Service providers: We use third-party services for hosting (Microsoft Azure), email delivery (SendGrid), payment processing (Stripe), AI features (Anthropic), and SMS (Twilio). These providers are contractually bound to protect your data and only process it on our instructions.
• Workspace members: Information you share within a workspace (tickets, notes, files) is visible to other members of that workspace according to the role and permissions set.
• Legal requirements: We may disclose your information if required by law, regulation, or legal process.
• Business transfers: In the event of a merger, acquisition, or sale of assets, your data may be transferred as part of that transaction. We will notify you in advance.

6. Data Storage and Security

Your data is stored on Microsoft Azure infrastructure located in the United Kingdom. We implement appropriate technical and organisational measures to protect your personal data, including:

• Encryption of data in transit (TLS 1.2+) and at rest (AES-256)
• Password hashing using industry-standard algorithms (bcrypt)
• Role-based access controls and tenant isolation
• Multi-factor authentication and SSO for administrative access
• HMAC-signed webhooks and rate-limited APIs
• Regular security assessments, dependency scanning, and audit logging
• Secure key management via Azure Key Vault

7. Data Retention

We retain your personal data for as long as your account is active or as needed to provide you services. If you delete your account, we will delete or anonymise your personal data within 30 days, except where we are required to retain it for legal, accounting, or regulatory purposes.

Customer support data (tickets, conversations, knowledge base articles) created within shared workspaces may be retained for other workspace members even after your individual user account is deleted, in line with the workspace owner's retention configuration.

8. Your Rights

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

• Access: Request a copy of the personal data we hold about you
• Rectification: Request correction of inaccurate or incomplete data
• Erasure: Request deletion of your personal data
• Restriction: Request restriction of processing of your data
• Portability: Request transfer of your data in a structured, machine-readable format
• Objection: Object to processing of your data for certain purposes
• Withdraw consent: Where processing is based on consent, you may withdraw it at any time

To exercise any of these rights, please contact us at privacy@helpwise.net. If you are an end-user whose data is processed by HelpWise on behalf of one of our customers, please contact that customer directly in the first instance.

9. Cookies

We use cookies and similar tracking technologies. For detailed information about the cookies we use and the purposes for which we use them, please see our Cookie Policy.

10. Children's Privacy

HelpWise is a B2B service intended for use by businesses and their employees. It is not intended for children under the age of 16, and we do not knowingly collect personal data from children. If we become aware that we have collected data from a child under 16, we will take steps to delete that information.

11. International Transfers

Your data is stored in the United Kingdom by default. Where we transfer personal data outside the UK or EEA (for example, to a sub-processor in the United States), we rely on appropriate safeguards such as the UK International Data Transfer Agreement, EU Standard Contractual Clauses, or an adequacy decision.

12. 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 new policy on this page, updating the "Last updated" date, and — for material changes — by email to account administrators. Your continued use of HelpWise after such changes constitutes acceptance of the updated policy.

13. Contact Us

If you have any questions about this Privacy Policy or our data practices, please contact us:

• Email: privacy@helpwise.net
• Company: HelpWise (operated by CloudInfinity)
• Address: United Kingdom