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Privacy Policy

This policy explains how instasupport collects, uses, and protects your data.

Information we collect

Account information: When you create an account, we collect your email address, workspace name, and password (stored as a secure hash).
Store data: When you run audits, we crawl publicly accessible pages on your storefront. We store audit results, findings, scores, and screenshots.
Support data: Messages, tickets, and conversations created through the help desk, live chat, or contact forms are stored in your workspace.
Analytics data: If you connect Google Search Console, GA4, or Merchant Center, we sync aggregated metrics. We do not access individual user data from your Google accounts.
Usage data: We collect anonymized usage patterns to improve the platform — page views, feature usage, and performance metrics.

To provide the instasupport platform services — audits, support, knowledge base, CX intelligence, growth recommendations, and analytics.
To generate AI-powered insights, suggested replies, and recommendations using third-party AI providers (Anthropic Claude).
To send transactional emails: password resets, ticket reply notifications, audit completion alerts, and scheduled reports.
To improve the platform based on aggregated, anonymized usage patterns.
We never sell your data. We never use your store data to train AI models.

All data is stored in PostgreSQL databases with encryption at rest.
Data in transit is encrypted via HTTPS (TLS 1.2+).
OAuth tokens for Google integrations are encrypted using ASP.NET Core Data Protection before storage.
Passwords are hashed using ASP.NET Core Identity with industry-standard algorithms.
Workspace data is isolated — each merchant account can only access its own data.

Anthropic Claude: Used for AI ticket classification, suggested replies, audit summaries, and CX intelligence. Ticket content is sent to Claude for processing but is not used for model training.
Google APIs: Search Console, Analytics 4, and Merchant Center data is accessed via OAuth with read-only scopes. We store aggregated metrics, not raw Google data.
Postmark: Used for transactional email delivery. Email content passes through Postmark servers for delivery.
Cloudflare R2: Used for storing audit screenshots and file attachments.

Access: You can export your audit data, support tickets, and analytics via CSV and HTML export.
Deletion: You can request deletion of your account and all associated data by contacting support@instasupport.com.
Portability: Audit findings, support tickets, and analytics metrics are exportable in structured formats.
Correction: You can update your account information through the account settings page.

Active account data is retained as long as your account exists.
Deleted accounts: All workspace data is permanently deleted within 30 days of account deletion.
Audit screenshots: Stored for the lifetime of the audit report.
Support ticket data: Retained with the workspace. Closed tickets are not automatically deleted.

For privacy-related questions or data requests, contact us at: privacy@instasupport.com
This privacy policy was last updated on March 19, 2026.