Last Updated: Jan 26, 2024
1. Introduction
1.1 Purpose
This Privacy Policy explains how OWND ApS (“Provider,” “we,” “us,” or “our”) collects, uses, stores, and discloses personal data when you interact with our website at https://parahelp.com/ (“Website”) and our products and services (“Parahelp” or “Platform”).
1.2 Business Use Only
The Website and Platform are provided solely for business or organizational purposes, not for personal, family, or household use.
Accordingly, we treat all personal data collected under this Privacy Policy as data from individuals acting on behalf of a business or other organization.
1.3 No Obligation to Provide Data
You are not legally required to provide personal data.
If you do not agree with how we process data (including processing by our authorized service providers) or prefer not to share personal data, please do not use our Website or Platform.
1.4 Relationship to MSA and DPA
Your use of Parahelp is governed by a Master Services Agreement (“MSA”) and, when applicable, a Data Processing Agreement (“DPA”).
If there is any inconsistency between this Privacy Policy and a signed MSA or DPA regarding data handling, the MSA or DPA will take precedence.
2. What We Collect
When we say “personal data,” we mean any information that can be used—or combined with other information—to identify a specific person. This does not include de-identified or aggregated data that cannot reasonably be traced back to an individual.
2.1 Account and User Information
When you create a Parahelp account or update user settings, we may collect your name, work email, and other similar information you provide.
2.2 Product Usage Information
We track how you use Parahelp (e.g., number of support tickets, login frequency) to improve the Platform and provide support.
We may collect user names or email addresses if needed for functionality.
2.3 Feedback Information
If you submit feedback, we collect your name and work email to follow up as needed.
2.4 Device and Connection Information
We may collect aggregated, anonymized data about your operating system, browser, or approximate location for analytics and troubleshooting.
2.5 Payment Information
If you register for a paid plan, we collect payment and billing details in line with the MSA. This information is used only to process transactions and comply with legal obligations.
2.6 Ticketing System Integrations
If you integrate a third-party ticketing system (e.g., via Merge), we may temporarily process data from that system (e.g., tickets, comments, tags, or user info) to deliver AI-driven support.
Merge maintains SOC II Type 2, ISO 27001, HIPAA certifications and is GDPR/CCPA compliant. See https://trust.merge.dev/ for more details.
3. How We Use Your Data
3.1 Providing and Maintaining Parahelp
We use personal data to set up your account, manage users, perform technical support, and otherwise fulfill our MSA obligations.
3.2 Communications
We may use your email or in-Platform notifications to:
Send account-related updates (e.g., billing, administrative notices).
Inform you about changes to legal agreements (e.g., updated Terms).
Provide technical support or respond to inquiries and feedback.
3.3 Improving the Platform
We analyze usage data to understand preferences, develop new features, and enhance functionality.
We do not use your personal data to train general AI models unless explicitly authorized by a separate written agreement.
3.4 Securing and Protecting the Platform
We may use personal data (including IP addresses) to detect or prevent security threats, fraud, or illegal activity, and to debug or diagnose technical issues.
4. How We Share Your Data
4.1 Internal Access
Our personnel may access personal data strictly on a need-to-know basis (e.g., handling support requests).
All personnel are subject to confidentiality obligations under the MSA.
4.2 Service Providers
We use trusted third-party vendors for hosting, analytics, and other operations.
These vendors are contractually required to protect your personal data and use it only to provide their services.
Ticketing Integrations: We use Merge for ticketing data integrations as described in Section 2.6.
5. Data Storage and Security
5.1 Hosting and Encryption
We use third-party, SOC 2-compliant hosting providers (e.g., Planetscale) to store data.
Data is encrypted both in transit (TLS 1.3) and at rest (AES).
Depending on your location or configuration, data may be hosted in the United States or Europe.
5.2 Ticketing Data Through Merge
Parahelp temporarily processes ticket data to provide AI-driven analysis and automated responses.
Merge is certified SOC II Type 2, ISO 27001, and HIPAA, and is GDPR/CCPA compliant.
Non-AI-processed ticket data is not stored in our systems.
5.3 Analytics
Posthog: We use Posthog to link user data (including names and emails) for product analytics.
Google Analytics: We collect anonymized usage data by default for general analytics.
5.4 Retention
We keep personal data as long as we have a legitimate business need or a legal obligation, as stated in the MSA, DPA (if applicable), and relevant laws (e.g., GDPR, CCPA).
After that period, we securely delete or anonymize your data. If immediate deletion is not feasible, we isolate it until deletion is possible.
6. Cookies and Similar Technologies
6.1 Cookies and Tracking
We and our third-party service providers use cookies, pixels, and similar tools to enable core features, monitor performance, and gather analytics.
Session Cookies end when you close your browser.
Persistent Cookies remain until deleted or they expire.
6.2 Cookie Choices
Essential cookies are needed for the Platform to function. If disabled, some core features may not work.
Other cookies (e.g., analytics or personalization) may be accepted or rejected via our “Cookie Settings” interface or your browser settings.
We do not currently respond to “Do Not Track” signals due to a lack of industry-standard practices.
7. Your Privacy Rights
7.1 Access, Correction, Deletion
You can request to review, correct, update, or delete your personal data, subject to legal or contractual limits (e.g., MSA or DPA).
7.2 Objection or Restriction
Where applicable by law, you can object to or ask us to restrict certain data processing activities.
7.3 Data Portability
You may request a copy of your personal data in a structured, machine-readable format.
7.4 Withdraw Consent
If we process personal data based on your consent, you can withdraw consent at any time. This does not affect processing done before the withdrawal.
7.5 Complaints
You have the right to file a complaint with a relevant data protection authority (e.g., in the EEA: https://edpb.europa.eu/).
To exercise these rights, please contact us at anker@parahelp.com.
8. Changes to This Policy
We may update this Privacy Policy occasionally.
If we make significant changes, we will notify you by email or post a notice on our Website or within Parahelp.
Your continued use after such notice means you accept the updated Policy.
9. Contact details
If you have questions or concerns about this Privacy Policy or our data practices, please contact:
OWND ApS
Skolegyden 6, 4000 Roskilde, Denmark
Email: anker@parahelp.com
Acknowledgment
By using our Website or Platform, you confirm that you have read and understand this Privacy Policy. If you do not agree with any part of it, please discontinue use of our services.