Privacy Policy

• Account information: name, work email address, company name, and role — collected when you register or are invited to a workspace.
• Support content: tickets, chat messages with our AI assistant, and attachments you submit so we can provide support.
• Lead information: name, email, company, and message details submitted through our contact/sales form.
• Usage data: log data such as pages visited, features used, and approximate timestamps, used to improve the Service.

• To provide, operate, and maintain the helpdesk Service;
• To resolve support tickets and power AI-assisted responses;
• To communicate with you about your account, tickets, and service updates;
• To respond to sales inquiries you initiate;
• To secure the platform and prevent abuse.

We do not sell your personal data. Ever.

Your data is stored on secure, professionally managed cloud infrastructure (including Emergent hosting and MongoDB databases) with encryption in transit. Passwords are stored using industry-standard one-way hashing — we never store your password in plain text. Access to production data is restricted to authorized personnel on a need-to-know basis.

Messages sent to the AI assistant are processed by trusted large-language-model providers solely to generate responses to your support requests. We do not use your support content to train third-party models beyond what is required to deliver the Service.

We share information only with:

• Service providers that help us operate the platform (hosting, email delivery, AI processing), under confidentiality obligations;
• Your workspace administrator, who can view tickets and activity within your company's workspace;
• Law enforcement or regulators when required by law.

We retain account and support data for as long as your workspace remains active. Upon termination of a Service Agreement, clients may request an export of their customer data, after which data is deleted from active systems within a commercially reasonable period.

Depending on your location, you may have the right to access, correct, export, or delete your personal data. To exercise these rights, email support@nextgenresolutionexperts.com and we will respond within 30 days.

We use essential cookies and local storage to keep you signed in and to remember your preferences. We do not use third-party advertising cookies.

We may update this Privacy Policy periodically. Material changes will be announced via email or in-app notice, and the "Last updated" date above will be revised.

Privacy questions or requests: support@nextgenresolutionexperts.com.