1. Who We Are
HelpBot is an AI-powered IT helpdesk service operated by Questo ("we", "us", "our"). This policy explains how we collect, use, and protect information when you use the HelpBot platform, website, and related services.
2. Information We Collect
We collect the following categories of information:
- Account information - name, email address, company name, and billing details when you sign up
- Endpoint data - device identifiers, operating system, and hardware information for managed endpoints
- Ticket data - support ticket content, attachments, and resolution history
- Usage data - feature usage, page views, session duration, and interaction patterns
- Remote session data - connection logs and session metadata for AnyDesk remote access sessions
- Cookies and analytics - standard web analytics for improving our service
3. How We Use Your Information
We use collected information to:
- Provide, maintain, and improve the HelpBot service
- Train and improve our AI ticket resolution system
- Process billing and manage your account
- Send service-related communications and updates
- Detect and prevent fraud, abuse, and security incidents
- Comply with legal obligations
We do not sell your personal information to third parties. We do not use your ticket data to train AI models for other customers unless you explicitly opt in to our anonymized improvement program.
4. Data Storage and Security
Your data is stored on encrypted servers using AES-256 encryption at rest and TLS 1.3 in transit. We use Google Cloud Platform infrastructure with data residency options available for Enterprise plans. Access to production systems is restricted to authorized personnel with multi-factor authentication.
5. Data Retention
We retain your data for the duration of your active subscription plus 90 days. Ticket data is retained for 12 months after resolution unless you configure a different retention period. You may request data deletion at any time by contacting support.
6. Third-Party Services
We use the following third-party services:
- Google Cloud Platform - infrastructure and hosting
- Stripe - payment processing (we never store full card numbers)
- AnyDesk - remote access functionality
Each third-party service is bound by data processing agreements. We do not share more data than necessary for each service to function.
7. Your Rights
Depending on your jurisdiction, you may have the right to:
- Access the personal data we hold about you
- Correct inaccurate personal data
- Delete your personal data ("right to be forgotten")
- Export your data in a machine-readable format
- Opt out of marketing communications
- Restrict or object to certain processing activities
To exercise any of these rights, email privacy@questo.media.
8. GDPR Compliance
For users in the European Economic Area, we process data under legitimate interest (service delivery) and contractual necessity. We appoint a Data Protection Officer reachable at privacy@questo.media. International transfers are covered by Standard Contractual Clauses.
9. CCPA Compliance
California residents have the right to know what personal information we collect, request deletion, and opt out of the sale of personal information. We do not sell personal information. To make a request, email privacy@questo.media.
10. Children's Privacy
HelpBot is not intended for use by individuals under 16. We do not knowingly collect personal information from children.
11. Changes to This Policy
We may update this policy from time to time. We will notify you of material changes by email or through the HelpBot dashboard at least 30 days before they take effect.
12. Contact Us
If you have questions about this privacy policy, contact us at:
Questo
Email: privacy@questo.media
Website: helpbot.questo.media