Privacy Policy

Last updated: February 26, 2026

This Privacy Policy describes Our policies and procedures on the collection, use and disclosure of Your information when You use the Service and tells You about Your privacy rights and how the law protects You.

We use Your Personal data to provide and improve the Service. By using the Service, You agree to the collection and use of information in accordance with this Privacy Policy.

Interpretation and Definitions

Interpretation

The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.

Definitions

For the purposes of this Privacy Policy:

  • Account means a unique account created for You to access our Service or parts of our Service.
  • Company (referred to as either “the Company”, “We”, “Us” or “Our” in this Agreement) refers to SupportUnicorn.
  • Cookies are small files that are placed on Your computer, mobile device or any other device by a website, containing the details of Your browsing history on that website among its many uses.
  • Country refers to: California, United States
  • Device means any device that can access the Service such as a computer, a cellphone or a digital tablet.
  • Personal Data is any information that relates to an identified or identifiable individual.
  • Service refers to the Website, the SupportUnicorn application, and any integrations including the SupportUnicorn Slack App.
  • Service Provider means any natural or legal person who processes the data on behalf of the Company. It refers to third-party companies or individuals employed by the Company to facilitate the Service, to provide the Service on behalf of the Company, to perform services related to the Service or to assist the Company in analyzing how the Service is used.
  • Usage Data refers to data collected automatically, either generated by the use of the Service or from the Service infrastructure itself (for example, the duration of a page visit).
  • Website refers to SupportUnicorn, accessible from https://supportunicorn.com
  • You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

Collecting and Using Your Personal Data

Types of Data Collected

Personal Data

While using Our Service, We may ask You to provide Us with certain personally identifiable information that can be used to contact or identify You. Personally identifiable information may include, but is not limited to:

  • Email address
  • First name and last name
  • Usage Data

Usage Data

Usage Data is collected automatically when using the Service.

Usage Data may include information such as Your Device’s Internet Protocol address (e.g. IP address), browser type, browser version, the pages of our Service that You visit, the time and date of Your visit, the time spent on those pages, unique device identifiers and other diagnostic data.

When You access the Service by or through a mobile device, We may collect certain information automatically, including, but not limited to, the type of mobile device You use, Your mobile device unique ID, the IP address of Your mobile device, Your mobile operating system, the type of mobile Internet browser You use, unique device identifiers and other diagnostic data.

Zendesk Data

When You connect SupportUnicorn to Your Zendesk account, We may collect and process:

  • Account information (name, ID)
  • Ticket information where SupportUnicorn is active
  • Messages in tickets where SupportUnicorn is active
  • User information necessary to provide the Service

We only access Zendesk data necessary to provide the Service. We do not access tickets or data where SupportUnicorn has not been explicitly configured.

Slack Data

When You install and use the SupportUnicorn Slack App, We receive data from Slack as part of normal app operation. The SupportUnicorn App listens to messages in channels where it has been added and responds when mentioned.

Data We store:

  • Channel IDs where the App is active
  • Thread timestamps for conversations the App participates in

Data We receive but do not store: When the App is invoked, Slack automatically sends API payloads that include user IDs, workspace IDs, message content, event metadata, request identifiers, response URLs, and other system-level data. We do not persist this data as part of our product. This data may temporarily appear in system logs for debugging and error-resolution purposes and is subject to the log retention periods described below.

We do not read or process messages in channels where SupportUnicorn has not been added.

Use of Your Personal Data

The Company may use Personal Data for the following purposes:

  • To provide and maintain our Service, including to monitor the usage of our Service.
  • To manage Your Account: to manage Your registration as a user of the Service.
  • To perform AI-powered support: to analyze customer messages and provide automated responses.
  • To contact You: To contact You by email regarding updates or informative communications related to the Service.
  • To manage Your requests: To attend and manage Your requests to Us.

Data Security

We implement industry-standard security measures to protect Your data:

  • All data is encrypted in transit using TLS
  • Data at rest is encrypted
  • We do not use Your data to train AI models
  • Access to customer data is strictly limited and audited

Retention of Your Personal Data

The Company will retain Your Personal Data only for as long as is necessary for the purposes set out in this Privacy Policy.

  • Account and personal data: Retained while Your account is active and deleted within 30 days of account termination or a valid deletion request.
  • Zendesk data: Retained while Your Zendesk integration is connected and deleted within 30 days of disconnection or account deletion.
  • Slack data (channel IDs, thread timestamps): Retained while the SupportUnicorn Slack App is installed in Your workspace and deleted within 30 days of app uninstallation or a valid deletion request.
  • System logs: Retained for up to 90 days for debugging and operational purposes, then automatically purged.

We will also retain and use Your Personal Data to the extent necessary to comply with our legal obligations, resolve disputes, and enforce our legal agreements and policies.

Your Data Rights

You have the right to request access to, correction of, transfer of, or deletion of the Personal Data that We hold about You.

  • Access: You may request a copy of the Personal Data We hold about You.
  • Transfer: You may request that We provide Your data in a structured, commonly used format.
  • Deletion: You may request that We delete Your Personal Data. Upon receiving a valid request, We will delete Your data within 30 days unless We are required to retain it by law. For users of the SupportUnicorn Slack App, uninstalling the app from Your Slack workspace will also trigger deletion of associated data within 30 days.

To make a data request, contact Us using the methods in the “Contact Us” section below. We may ask You to verify Your identity before processing Your request.

Contact Us

If you have any questions about this Privacy Policy or wish to make a data-related request, You can contact us: