Data privacy and security is the highest priority for Provide Support. Our servers are located in the best US data centers with 24/7/365 multiple-layer security access, infrastructure and perimeter monitoring.
We offer a secure connection option in our system. We use the latest TLS protocol with industry-strength AES-256 encryption. If the confidentiality of your chat sessions is important, this feature should be used. If you decide not to use the secure connection, your conversations may be unlawfully intercepted by third parties during transmission over the Internet.
As a SaaS provider, Provide Support, LLC falls under the definition of "data processor" in respect to your customers' personal data, according to The EU General Data Protection Regulation (GDPR). Below is a full breakdown of your customers' data we collect, store and process as a data processor on your behalf.
Chat transcripts remain on the chat server for the duration of the chat session, then optionally sent by email according to your account settings, and then immediately destroyed. Chat transcript are always sent via an encrypted channel if receiving mail server supports encryption.
Content of offline messages sent through our chat widget and technical data like IP and hostname are stored on Provide Support servers for a very short period of time, solely for the purpose of dispatching these data to you. After that all the data are removed from Provide Support system. Offline messages are always sent via an encrypted channel if receiving mail server supports encryption.
Files are sent over a secure connection if such a connection type is selected for chats in your account settings. Sent files are temporarily stored on the chat server for the duration of the chat session to make them available for download by other participants of that particular chat session. Files temporarily stored on the chat servers are linked to the particular chat session they were sent in, and destroyed immediately after that chat session has been finished.
Details from real-time visitor monitoring are stored only while your customers are on your website and are destroyed in 3 minutes after they leave.
We can remove personally identifiable information (IP address, host name) of your clients from the operator console, chat transcripts and offline messages completely. If you would like us to do this for you or if you have any questions, please contact us through our support chat or by e-mail .