Privacy Policy

This policy explains what data Airclou collects, why we collect it, who we share it with, and the choices you have. It is written to be read: plain language, no surprises. If anything here is unclear, ask us at support@airclou.com.

1. The two roles we play

Airclou is business software — a helpdesk, a knowledge tool, and the public Knowledgebase portals they power. That means we handle data in two distinct roles, and different parts of this policy apply to each:

• Data we control. When you visit our websites, create an account, or pay for a plan, we decide how that data is used. This policy describes those uses directly.
• Data we process for our customers. When a business uses Airclou to run its support desk, the tickets, messages, and contact records inside its workspace belong to that business. We process that data only on its instructions, to provide the service. If you are a customer of a business that uses Airclou, that business — not Airclou — decides how your data is used, and requests about it are best directed there first. Section 10 explains how we help with those requests.

2. Data we collect

When you use Airclou, we collect:

• Account data — name, email address, password (stored hashed), workspace and company details you provide.
• Billing data — plan, invoices, and payment status. Card details go directly to our payment processor; we never see or store full card numbers.
• Content — the tickets, messages, articles, attachments, and contact records you and your team bring into your workspace.
• Usage data — logs of how the service is used: sign-ins, pages and features used, IP address, browser type, and timestamps. We use this to keep the service secure and to understand what to improve.
• Support messages — when you write to us, we keep the conversation so we can help you and improve our answers.

3. How we use data

We use data to:

• provide, secure, and operate the service — including authentication, routing, and abuse prevention;
• bill you and send transactional messages about your account (invoices, security notices, changes to terms);
• answer your support requests;
• understand aggregate product usage so we can improve the service;
• comply with legal obligations.

We do not sell your data. We do not use your content to advertise to you or to your customers, and we do not run third-party advertising trackers on our websites or in the product.

4. AI features

Parts of the service use large language models: drafted replies, article suggestions, and AI agents that can take actions you configure. When you use these features, the relevant content — for example, the conversation an AI agent is drafting a reply to — is sent to the model provider to produce the output you asked for, and for no other purpose. Content processed by AI features is not used to train third-party foundation models.

5. Cookies and local storage

We use cookies and browser local storage for things the product needs to work: keeping you signed in, remembering preferences such as language and theme, and securing sessions. We do not use third-party advertising or cross-site tracking cookies. Because we only set what the service needs, there is no cookie-consent theater — nothing optional to opt out of.

6. Who we share data with

We share data only with the service providers we need to run Airclou, and only the data each one needs to do its job:

• Infrastructure providers — the cloud servers that host the service and its backups;
• Payment processors — to charge for paid plans;
• Model providers — to power the AI features described in section 4;
• Email delivery — to send and receive the email your workspace handles and the transactional messages we send you.

Each provider is bound by contract to protect your data and to use it only to provide their service to us. Beyond these providers, we disclose data only if the law requires it — and where we are allowed to, we will tell you before we do. If Airclou is ever part of a merger or acquisition, this policy continues to apply to your data, and we will notify you before it is handled under a different one.

7. Data retention

We keep your data while your account is active. You can export your content at any time while it is. After termination we delete your content within a reasonable period, except copies held in routine backups, which expire on their own schedule. Usage logs are kept for a limited period for security and troubleshooting, then deleted or anonymized. Billing records are kept as long as tax and accounting law requires.

8. Security

We protect data with encryption in transit, hashed credentials, tenant isolation enforced at the database layer, least-privilege access for our own staff, and logging of administrative actions. No system is perfectly secure; if a breach affects your data, we will notify you without undue delay and tell you what we know, what it means, and what we are doing about it.

9. International transfers

Our infrastructure providers may store or process data outside the country where you live. Where data moves across borders, we rely on recognized safeguards — such as standard contractual clauses — to protect it to the standard described in this policy.

10. Your rights

Depending on where you live, you may have the right to access, correct, export, restrict, or delete your personal data, and to object to certain processing. For data we control (section 1), write to support@airclou.com and we will respond within the timelines the applicable law sets. For data inside a customer's workspace, we will redirect your request to that business and help it respond — the tools to export, correct, and delete records are built into the product.

If you are unsatisfied with our response, you can complain to your local data-protection authority. We would appreciate the chance to resolve it directly first.

11. Children

Airclou is business software and is not directed at children. We do not knowingly collect personal data from anyone under 16. If you believe a child has provided us data, contact us and we will delete it.

12. Changes to this policy

We may update this policy as the service evolves. When we do, we will update the date at the top of this page, and for material changes we will notify account owners before the changes take effect.

13. Contact

Questions about privacy or this policy: support@airclou.com, or through the contact page.