Silicon Valley Support Inc. (“SVS,” “we,” “us,” or “our”) provides AI-powered customer support outsourcing, including human agents, workflow tools, and machine-learning services (the “Services”). This Privacy Policy explains how we collect, use, disclose, and protect personal data when we operate our website, deliver the Services to our business customers (“Clients”), and interact with job applicants, vendors, and website visitors.

Role clarity: For personal data we process on behalf of a Client about that Client’s end users or employees (“Client Data”), SVS acts as a processor or service provider. The Client is the controller or business and sets the purposes and means of processing. For our own business operations (e.g., marketing, billing, hiring), SVS is the controller or business.

If you use the Services as an end user of a Client, please refer to that Client’s privacy policy for details about their practices and your rights. This policy does not override any contract between SVS and a Client.

1) Scope

This policy covers:

• Our public website at [your domain] and related pages (the “Site”).

• Our Services provided to Clients and their end users via chat, email, voice, ticketing, or integrations.

• Recruiting and vendor management.

This policy does not apply to third-party sites or services that we do not control.

2) Categories of Personal Data We Process

A. End users and customer contacts of our Clients (Client Data)

• Identifiers and contact details: name, username or handle, email, phone, address, account IDs.

• Support content: messages, tickets, emails, call recordings and transcripts, attachments, screenshots, metadata, satisfaction ratings.

• Device and usage data: IP address, timestamps, browser or app information, cookies or similar technologies as configured by the Client.

• Transaction or account information: order history, shipping details, loyalty or warranty info as provided by the Client.

• Sensitive data: only if provided or requested by the Client and permitted by law and contract (e.g., limited financial details for verification, limited health or location info). Clients are responsible for restricting sensitive data unless strictly necessary.

B. Client personnel and prospects

• Business contact data: name, role, company, email, phone.

• Account and billing: login credentials, security logs, invoices, payment method tokens (processed by payment processors), contract documents.

C. Website visitors

• Device and analytics: IP address, cookie IDs, pages viewed, referral URLs, approximate location, session performance metrics.

• Forms: contact details and any information you submit.

D. Job applicants and contractors

• Application data: resume, cover letter, work history, education, references, right-to-work information, background check results where permitted.

• Contractor data: contact details, tax and payment information.

3) Sources of Personal Data

• Directly from you (messages, calls, forms, applications).

• From Clients and systems they connect to SVS (CRMs, ticketing, commerce, authentication).

• From service providers and partners (cloud hosting, analytics, payment processors).

• From publicly available sources as allowed by law.

4) Purposes of Processing

For Client Data (processor/service provider)

• Provide, operate, and secure the Services.

• Route, triage, and resolve support inquiries using agents and AI models.

• Quality assurance, analytics, and reporting configured by the Client.

• Detect, prevent, and investigate fraud, abuse, or security incidents.

• Comply with Client instructions and applicable laws.

For our own business operations (controller/business)

• Operate the Site and Services, provide customer support, and communicate with you.

• Improve and develop features, including testing and analytics.

• Marketing with your preferences and legal requirements respected.

• Recruiting and managing vendors and contractors.

• Legal, compliance, and risk management.

Legal bases (EEA/UK/Switzerland): performance of a contract, legitimate interests (e.g., service improvement, security), consent where required, and compliance with legal obligations.

5) AI-Specific Disclosures

• Inputs and outputs: When you or a Client use our AI features, we process message content, attachments, and model outputs to deliver responses and for safety, security, quality, and debugging.

• Human review: Limited, access-controlled human review may occur for quality assurance, safety, or to investigate abuse, consistent with our contracts and law.

• Model training:

  • Client Data: We do not use Client Data to train general models that benefit other customers unless a Client gives prior written consent or enables an in-product setting that clearly states this.

  • Service improvement: We may use de-identified or aggregated data to improve our systems. We contractually prohibit attempts to re-identify such data.

• Third-party model providers: Where Clients enable them, we may send data to vetted sub-processors or model providers under data protection terms. We require them to implement appropriate security and to limit retention and use.

• Automated decision-making: Our AI assists agents and can automate replies or actions if configured by a Client. You can request human intervention, express a view, or contest decisions through the Client or SVS as appropriate.

6) Cookies and Similar Technologies

We and our providers use cookies, SDKs, and similar tools to operate the Site, remember preferences, perform analytics, and measure campaigns. You can control cookies in your browser settings and, where offered, via our cookie banner or preference center. Disabling cookies may affect Site functionality.

7) Data Retention

• Client Data: Retained for the term set in our contract or Client configuration, then deleted or returned. Default retention for logs and transcripts is [X] months unless the Client specifies otherwise.

• Website and marketing data: Retained as necessary for the purposes described or as required by law.

• Recruiting records: Typically [Y] months or as required by law.
  We may retain limited information to comply with legal obligations, resolve disputes, and enforce agreements.

8) Disclosures of Personal Data

We disclose personal data only as described below:

• Service providers and sub-processors that host, support, or enable our Services (cloud infrastructure, communications, analytics, security, model providers).

• Clients receive Client Data about their end users as part of the Services.

• Professional advisors (lawyers, auditors, insurers) under confidentiality duties.

• Corporate transactions such as mergers, financing, or sale of assets.

• Legal compliance and safety when required by law, subpoena, or to protect rights, safety, or security.
  We do not sell personal data. We do not share personal data for cross-context behavioral advertising as defined by California law.

9) International Data Transfers

We operate globally and may transfer personal data to countries that may not provide the same level of data protection as your home jurisdiction. Where required, we use lawful transfer mechanisms such as the EU Standard Contractual Clauses and the UK IDTA or Addendum, and we implement additional safeguards. Data residency options may be available for Clients by agreement.

10) Security

We maintain administrative, technical, and physical safeguards designed to protect personal data, including encryption in transit and at rest, access controls, logging, and secure development practices. No system is perfectly secure; Clients should configure security options appropriate to their risk profile. We notify Clients of incidents as required by our contracts and applicable laws.

11) Your Privacy Rights

If you are in the EEA, UK, or Switzerland

You may have the right to request access, correction, deletion, restriction, portability, or to object to processing. Where consent is our legal basis, you can withdraw consent at any time. For Client Data, please contact the relevant Client first; we will assist them in responding to your request.

U.S. State Privacy Laws (e.g., CA, CO, CT, UT, VA)

Depending on your state, you may have rights to know/access, correct, delete, obtain a portable copy, opt out of targeted advertising or certain profiling, and limit use of sensitive personal information. We do not sell personal information and do not share it for cross-context behavioral advertising. You may submit a request as described in Section 12. If we deny your request, you may appeal by following the instructions in our response.

California “Notice at Collection”: We collect the categories described in Section 2 for the purposes in Section 4. We retain information as described in Section 7. We do not sell or share your personal information as those terms are defined by the CPRA.

12) Exercising Your Rights and Contacting Us

To exercise rights or ask questions, contact us at:
Email: [privacy@svsupport.com]
Mail: Silicon Valley Support Inc., [Address], [City], [State/Province], [Postal Code], [Country]

For Client Data requests, we may direct you to the applicable Client. We may need to verify your identity before processing a request. Authorized agents may submit requests subject to verification and documentation.

EEA/UK Representative (if applicable): [Name, Address, Email]
Data Protection Officer (if applicable): [Name, Email]
Appeals (US states that require it): If we decline your request, you may submit an appeal at [appeals@svsupport.com]. If you disagree with our decision on appeal, you may contact your state Attorney General.

13) Children’s Data

Our Services and Site are not directed to children under 13 (or other age as defined by local law), and we do not knowingly collect personal data from them. If you believe a child has provided personal data, contact us to request deletion.

14) Third-Party Links and Integrations

The Site and Services may link to or integrate with third-party platforms that are governed by their own privacy policies. We are not responsible for their practices.

15) Sub-Processors

We maintain a list of current sub-processors used to deliver the Services, including cloud, communications, analytics, and optional AI model providers. Clients may subscribe to change notifications. On request, we will provide the current list and data protection terms.

16) Changes to This Policy

We may update this policy from time to time. We will post the updated version on the Site and revise the effective date. If changes materially affect how we process personal data, we will provide additional notice as required by law or contract.

17) Definitions

• “Personal data” / “personal information” means information that identifies or relates to an identifiable individual or household.

• “Client Data” means personal data processed by SVS on behalf of a Client through the Services.

• “Sell,” “share,” “targeted advertising,” and “sensitive personal information” have the meanings given in applicable privacy laws.