Privacy Policy

Customer Account Data

• Company name and contact information
• User names and email addresses of administrators
• Account settings and preferences
• Billing and subscription information

Conversation Data (from your customer support platforms)

• Customer support conversation transcripts and content
• Customer names, email addresses, and identifiers contained within conversations
• Support agent names and identifiers
• Conversation metadata (timestamps, channel information, conversation IDs)
• Chat logs and communication records from multiple channels (email, SMS, WhatsApp, Facebook, Twitter, Instagram)

Evaluation and Analytics Data

• AI-generated evaluation results and scores
• Performance metrics and insights
• Usage statistics of our platform
• System logs and technical data for service improvement
• Playground conversation history and evaluation results
• Benchmarking data and performance comparisons

Contact and Communication Data

• Contact form submissions (name, company, email, message)
• Email communications (invitations, welcome messages, password resets)
• Demo request information and inquiries
• Admin notifications about user activities

Website Data

• IP addresses and browser information
• Website usage analytics (when implemented)
• Authentication and session data

Children's Data

Our services are not directed to children under 16 years of age, and we do not knowingly collect personal data from children under 16.

Service Provision

Lawful basis: Contract (Article 6(1)(b)) - necessary for performing our service agreement

• Analyze and evaluate customer support conversations using AI technology
• Generate performance insights and recommendations
• Provide conversation scoring and quality assessments
• Maintain and improve our platform functionality
• Process playground evaluations and conversation testing
• Execute benchmark tests and performance comparisons
• Store evaluation history for your reference

Account Management

Lawful basis: Contract (Article 6(1)(b)) - necessary for managing your subscription

• Process your subscription and manage your account
• Provide customer support and technical assistance
• Send service-related notifications and updates
• Ensure platform security and prevent unauthorized access
• Send system emails (invitations, welcome messages, password resets)
• Process team invitations and user management

Business Operations

Lawful basis: Legitimate interest (Article 6(1)(f)) - for improving our services and legal compliance

• Understand platform usage patterns to improve our services
• Conduct internal analytics for service optimization
• Comply with legal obligations and respond to legal requests
• Backup data for security and business continuity
• Process contact form submissions and demo requests
• Send admin notifications about platform activity

Future Marketing (with consent)

Lawful basis: Consent (Article 6(1)(a)) - only with your explicit opt-in

• Send information about new features and services (if you opt-in)
• Provide relevant content and updates about our platform

How we use AI

Qualiteam.ai uses artificial intelligence and large language models (LLMs) to analyze customer support conversations and provide evaluation insights. This processing includes:

• Automated analysis of conversation content and quality
• Generation of performance scores and recommendations
• Identification of conversation patterns and trends
• Assessment against defined criteria and rules

AI Transparency

Important: AI/LLM outputs are probabilistic in nature and may contain inaccuracies. Our AI analysis should be used as a tool to assist human decision-making, not as the sole basis for employment or performance decisions.

AI Training and Learning

We do not use your conversation data to train AI models. We use external LLM providers (OpenAI, Google AI) that also do not use your data for training purposes according to their terms of service.

Automated Decision-Making

We do not make automated decisions that produce legal effects or similarly significant effects concerning you. All AI evaluations are provided as analytical tools to assist human decision-making, and human review and oversight are always possible.

Your Customer Support Platforms

We access data from platforms you authorize (Intercom, Zendesk, etc.) according to the permissions you grant.

Legal Requirements

We may disclose data when required by law, regulation, or valid legal process.

We do not sell, rent, or trade your personal data to third parties for marketing purposes.

Infrastructure Security

• Data hosted on DigitalOcean infrastructure in European Union regions
• Encryption of data in transit (HTTPS/TLS 1.2+) and at rest
• Access controls and authentication mechanisms
• Regular security monitoring and backup procedures
• Encrypted token storage for third-party integrations

Data Protection Measures

• Incident response procedures for data breaches
• Secure API integrations with third-party services
• Limited access to personal data on a need-to-know basis
• File-based backup systems with secure local storage
• Automated data logging with timestamp-based organization

Active Service Data

• Conversation data: Maximum of 1 year from initial processing
• Account data: For the duration of your subscription plus 30 days
• System logs: Up to 12 months for security and troubleshooting
• Playground evaluations: 1 year from creation
• Benchmark data: 1 year from execution
• Contact form submissions: 2 years for business follow-up purposes
• Email communications: System email logs retained for 6 months

File-Based Backups

• Conversation data files: Automatically cleaned up after 1 year
• Contact lead backup files: Retained for 2 years, then automatically purged
• System backup files: Retained for 12 months

Deletion Process

• Upon service termination: Data deleted within 30 business days
• Upon request: Deletion completed within 30 days (except where legal retention required)
• Secure deletion methods including permanent database removal and backup erasure
• File-based backups securely deleted from storage systems

Core Rights

• Right to access: Request copies of your personal data
• Right to rectification: Request correction of inaccurate information
• Right to erasure: Request deletion of your personal data (under certain conditions)
• Right to restrict processing: Request limitation of processing (under certain conditions)
• Right to object: Object to processing based on legitimate interests
• Right to data portability: Request transfer of data to another organization

Exercising Your Rights

To exercise any of these rights, contact us at [email protected]. We will respond within one month of receiving your request.

Right to lodge a complaint: You also have the right to lodge a complaint with a supervisory authority if you believe your data protection rights have been violated.

Important: Some rights may be limited when data processing is necessary for contract performance or legal compliance.

What are cookies?

Cookies are small text files placed on your device to enhance website functionality and user experience.

How we use cookies

Lawful basis: We rely on our legitimate interest (Article 6(1)(f)) for essential cookies necessary for platform functionality. For analytics cookies, we use consent (Article 6(1)(a)) in EEA/UK via a consent banner. Outside EEA/UK, we collect analytics with minimal data and no banner.

Qualiteam.ai currently uses essential cookies for:

• Authentication: Keeping you logged into our platform
• Security: Protecting against unauthorized access
• Platform functionality: Remembering your preferences and settings

Analytics cookies

We use Google Analytics 4 (GA4) to understand website usage and improve the product.

• EEA/UK: We only set analytics cookies after you click “Allow analytics” in the cookie banner (Consent Mode).
• Outside EEA/UK: We collect analytics without a banner using limited, non-identifying data. You can still opt out via your browser or by using the controls below.

Managing cookies

You can control cookies through your browser settings. However, disabling certain cookies may affect platform functionality.

Data location

Your data is primarily processed and stored in the European Union (DigitalOcean EU regions).

Transfers outside the EU

Limited data may be transferred outside the EU for:

• OpenAI processing (United States): Protected by Standard Contractual Clauses and additional safeguards
• Gmail API email services (Global): Protected by Google's GDPR compliance and Standard Contractual Clauses
• Your own platforms: If your customer support platform is configured with non-EU data residency

Transfer safeguards

All international transfers are protected by appropriate safeguards including Standard Contractual Clauses and additional technical measures such as encryption in transit and at rest using industry-standard protocols.

Technical Measures

• Encryption in transit and at rest
• Secure access controls and authentication
• Regular security monitoring and logging
• Incident response procedures

Organizational Measures

• Limited access to personal data on a need-to-know basis
• Staff confidentiality obligations
• Regular security assessments and improvements

Privacy Lead: Anton Riabykh, contact via [email protected]

Email: [email protected]

Postal address:

Anton Riabykh
Pere IV 201
Barcelona, 08018, Spain

Website: https://qualiteam.ai