Techparser, LLC Privacy Policy for Supportweave

This Privacy Policy explains how Techparser, LLC, the owner and operator of Supportweave (“Supportweave”, “we”, “us”, or “our”), collects, uses, discloses, stores, and protects information when you access or use the Supportweave website, platform, products, and related services.

When you visit our website, create a Supportweave account, purchase a subscription, contact us, or otherwise interact directly with Supportweave, Techparser, LLC generally acts as the controller or business responsible for your personal information.

For personal information and content that Supportweave customers submit to the platform or that their end users send through customer-configured chatbots, the Supportweave customer generally acts as the controller or business, and Techparser, LLC acts as the processor or service provider on that customer’s behalf and in accordance with its instructions.

We collect and process information reasonably necessary to provide, secure, maintain, and improve Supportweave. We do not sell personal information or share personal information for cross-context behavioral advertising.

We use information to provide, operate, maintain, secure, and improve Supportweave, including configuring AI agents, retrieving information from connected knowledge sources, generating responses, routing conversations, capturing leads, metering AI-credit usage, managing accounts, and providing customer support.

We use information to process subscriptions, credit purchases, invoices, refunds, account upgrades, account downgrades, cancellations, and other billing-related activities.

We use information to send transactional and service-related communications, including account notices, security alerts, billing notifications, product updates, and operational messages.

We use information to prevent fraud, abuse, unauthorized access, security incidents, prohibited activity, and violations of our Terms of Service or Acceptable Use Policy.

We use information to comply with legal obligations, respond to lawful requests, establish or defend legal claims, enforce agreements, and protect the rights, property, and safety of Techparser, LLC, Supportweave customers, end users, and others.

We may use aggregated or de-identified information for analytics, service improvement, capacity planning, performance measurement, and product development, provided that the information cannot reasonably be used to identify an individual.

We use third-party authentication information to create or link accounts, authenticate users, maintain sessions, secure accounts, prevent fraud, and provide account-recovery and support functionality.

When you configure automations, connected actions, APIs, webhooks, or third-party integrations, Techparser, LLC processes the information required to execute those instructions through Supportweave.

This processing may include lead capture, human escalation, appointment booking, ticket creation, order lookup, customer-record retrieval, allow-listed HTTP actions, webhook delivery, integration authentication, and troubleshooting failed actions.

You are responsible for ensuring that your integrations, instructions, data collection, and automated workflows comply with applicable laws, contractual requirements, platform policies, and third-party terms.

Where applicable law requires a legal basis for processing personal information, Techparser, LLC relies on one or more of the following bases: performing a contract with you, taking steps at your request before entering into a contract, complying with legal obligations, pursuing legitimate business interests, and obtaining consent where consent is required.

Our legitimate interests may include operating and improving Supportweave, securing the platform, preventing fraud and abuse, communicating with customers, understanding product usage, enforcing agreements, and protecting our legal rights.

Where we process personal information on behalf of a Supportweave customer, the customer is responsible for identifying the appropriate legal basis and providing any required notices or obtaining any required consent from its end users.

Supportweave agents generate answers using retrieval and other processing performed over the knowledge sources and instructions provided by the customer.

Techparser, LLC does not use customer knowledge sources, chatbot conversations, leads, contacts, or other customer content to train our own or third-party foundation models.

To provide retrieval-based answers and related functionality, we may process, structure, index, cache, and retrieve the knowledge sources you provide.

This processing may include derived search indexes, cached results, source references, indexing status, and periodic re-crawls of connected website, URL, or sitemap sources.

These processing activities are performed to provide and improve the functionality of your Supportweave agents and are not performed for the purpose of training foundation models.

Integration and channel credentials are encrypted at rest and are not intentionally included in prompts sent to AI models or disclosed to other Supportweave customers.

AI-generated outputs may be inaccurate, incomplete, or inappropriate for a particular use case. Customers are responsible for reviewing their agent configurations, knowledge sources, instructions, actions, and outputs and for implementing appropriate human oversight.

Techparser, LLC may disclose information to subprocessors and service providers that help us host, operate, secure, support, and provide Supportweave.

We may disclose information when required by law, legal process, court order, regulatory request, or another valid governmental request.

We may disclose information where reasonably necessary to investigate fraud, abuse, security incidents, prohibited activity, or violations of our agreements.

We may disclose information in connection with a merger, financing, acquisition, reorganization, sale of assets, or similar corporate transaction involving Techparser, LLC or the Supportweave business, subject to appropriate confidentiality and data-protection safeguards.

We may disclose information at your direction, with your consent, or when you configure Supportweave to transmit information to an integration, communication channel, webhook endpoint, third-party application, or other recipient.

We do not sell personal information or share personal information for cross-context behavioral advertising.

Techparser, LLC uses a limited number of subprocessors and service providers to operate Supportweave. These providers process information only as necessary to perform contracted services for us and are subject to appropriate contractual obligations.

Supportweave may allow you to connect third-party applications, messaging platforms, communication channels, APIs, webhooks, and other services.

When you enable an integration, information may be transmitted to or received from the relevant third party according to your configuration and instructions.

Third-party services process information under their own terms and privacy policies. Techparser, LLC is not responsible for the privacy, security, availability, or conduct of third-party services that you choose to connect to Supportweave.

Supportweave allows you to create or access an account using Sign in with Google. When you use this option, Google may provide Techparser, LLC with information associated with your Google Account, including your Google Account identifier, name, email address, email-verification status, and profile image, depending on the information available and the permissions you grant.

We use this information to authenticate you, create or link your Supportweave account, maintain account security, prevent unauthorized access, and provide the services you request.

Supportweave does not receive or store your Google Account password.

We do not use information received through Google Sign-In for advertising, and we do not sell or share that information for cross-context behavioral advertising.

Google processes information in accordance with its own terms and privacy policies. You may manage Supportweave’s access to your Google Account through your Google Account settings.

If you delete your Supportweave account, we will delete or de-identify Google account information associated with your Supportweave account in accordance with our retention obligations. Where Supportweave has obtained Google access or refresh tokens, we will revoke or delete those tokens as part of the account-deletion process where technically supported and legally required.

Techparser, LLC retains personal information only for as long as reasonably necessary to provide Supportweave, fulfil the purposes described in this Privacy Policy, comply with legal and contractual obligations, resolve disputes, prevent fraud and abuse, enforce agreements, and maintain platform security.

Supportweave workspaces may configure a workspace-specific retention period. Completed and inactive conversations and messages that exceed the configured retention period may be automatically deleted through scheduled retention processes.

Conversations actively assigned to or handled by human agents may be retained while they remain active so that they are not deleted during an ongoing support workflow.

Related standalone form-capture leads, orphaned action logs, orphaned contacts, expired answer-cache entries, and similar operational data may also be deleted as part of retention and cleanup processes.

If you delete your Supportweave account, access may be disabled, active sessions may be revoked, and active billing may be cancelled. Limited account tombstone, security, financial, tax, backup, fraud-prevention, or legal-compliance records may be retained for up to 90 days or for a longer period where required by applicable law.

Verified requests to delete personal information are processed without undue delay where required by applicable law, subject to identity verification, legal exceptions, backup cycles, security requirements, and records that Techparser, LLC is legally permitted or required to retain.

Depending on your location and applicable law, you may have the right to request access to, correction of, deletion of, restriction of, or portability of your personal information.

You may also have the right to object to certain processing, withdraw consent where processing is based on consent, and submit a complaint to an applicable data-protection authority.

Supportweave provides account, export, and deletion functionality for certain information. You may contact us to exercise rights that are not available through self-service functionality.

Where Techparser, LLC processes personal information on behalf of a Supportweave customer, you should generally submit your request directly to that customer. We will provide reasonable assistance to the customer as required by our agreement and applicable law.

We may request information necessary to verify your identity, authority, account ownership, or relationship with the relevant Supportweave customer before fulfilling a privacy request.

Techparser, LLC uses administrative, organizational, and technical safeguards designed to protect information processed through Supportweave.

These safeguards may include AES-GCM encryption for supported secrets at rest, HTTPS-encrypted transport, two-factor authentication, access controls, audit logging, tenant isolation, monitoring, backup procedures, and server-side protections for supported outbound actions.

No system, transmission method, or storage environment can be guaranteed to be completely secure. Customers are responsible for protecting their account credentials, API keys, integration credentials, user permissions, devices, and connected systems.

Additional information about our security practices may be available through the Supportweave Trust Center.

Techparser, LLC and its subprocessors may process information in countries other than the country in which you or your end users are located.

Where required, we rely on appropriate safeguards for international data transfers, which may include contractual protections, Standard Contractual Clauses, adequacy decisions, or other legally recognized transfer mechanisms.

Supportweave may support deployment or storage in selected regions where expressly included in a customer’s plan or written agreement. Data residency is not guaranteed unless it is specifically agreed to in writing by Techparser, LLC.

We use essential cookies and similar technologies to authenticate users, maintain sessions, remember preferences, protect accounts, and provide core Supportweave functionality.

Where enabled and permitted, we may use privacy-focused analytics to understand product usage, diagnose issues, measure performance, and improve Supportweave. Non-essential analytics will be subject to consent where required by applicable law.

We do not use third-party advertising trackers for cross-context behavioral advertising.

The Supportweave embedded widget may use localStorage, cookies, or similar browser storage to remember a visitor’s conversation state, preserve chat availability across page reloads, display unread indicators, prevent duplicate actions, and support core widget functionality.

Supportweave customers are responsible for providing appropriate cookie or privacy notices on websites where they install the Supportweave widget and for obtaining consent where required.

When you use Sign in with Google, Google may use cookies, browser storage, or similar technologies necessary to authenticate you, maintain security, prevent fraud, and complete the sign-in process. These technologies may be governed by Google’s own privacy and cookie practices.

Supportweave is designed for use by businesses and is not directed to children under 13 or any higher minimum age required by applicable local law.

Techparser, LLC does not knowingly collect personal information directly from children through Supportweave without appropriate authorization. If you believe that a child has provided personal information to us unlawfully, contact us so that we can investigate and take appropriate action.

Customers must not use Supportweave to collect personal information from children unless they have a lawful basis, provide all required notices, obtain any required parental or guardian consent, and comply with applicable child-privacy laws.

Techparser, LLC may update this Privacy Policy from time to time to reflect changes to Supportweave, our processing practices, legal requirements, or operational needs.

When we update this Privacy Policy, we will publish the revised version on this page and update the “Last updated” date.

Where required by applicable law, we will provide additional notice of material changes through Supportweave, by email, or through another appropriate communication method.

Supportweave is owned and operated by Techparser, LLC.

For questions about this Privacy Policy, personal information, privacy rights, subprocessors, security practices, or to request a Data Processing Agreement, contact us at help@supportweave.com.

Legal entity: Techparser, LLC

Product: Supportweave

Business address: South Governors Avenue 1111b Dover, DE, 19904 US