Privacy Policy


Last updated: 5th November 2024

ICO Registration Number: ZB810494
ICO registration page

Your privacy is important to us. It is Resolve247 Ltd's policy to respect your privacy and comply with any applicable law and regulation regarding any personal information we may collect about you, including across our website, https://www.resolve247.ai.

Personal information is any information about you which can be used to identify you. This includes information about you as a person (such as name, email, payment details), your devices, payment details, and information about how you use a website or online service.

When providing our service, we may process personal information contained within the information passed to us by our customers. This processing is governed by our Data Processing Agreements with our customers.

Data Controller / Data Processor

The GDPR distinguishes between organisations that process personal information for their own purposes (known as “data controllers”) and organizations that process personal information on behalf of other organizations (known as “data processors”).

We act as both a Data Controller for the personal information we collect directly from our customers/website visitors, and as a Data Processor when handling information passed to us by our customers relating to their customers (such as via integrations, importing previous conversations etc) in order to fulfill the function of our service.

Information We Collect

Information we collect falls into one of two categories: 'voluntarily provided' information and 'automatically collected' information.

'Voluntarily provided'information refers to any information you knowingly and actively provide us when using or participating in any of our services and promotions.

'Automatically collected' information refers to any information automatically sent by your devices in the course of accessing our products and services.

Log Data

When you visit our website, our servers may automatically log the standard data provided by your web browser. It may include your device's Internet Protocol (IP) address, your browser type and version, the pages you visit, the time and date of your visit, the time spent on each page, and other details about your visit.

Additionally, if you encounter certain errors while using the site, we may automatically collect data about the error and the circumstances surrounding its occurrence. This data may include technical details about your device, what you were trying to do when the error happened, and other technical information relating to the problem. You may or may not receive notice of such errors, even in the moment they occur, that they have occurred, or what the nature of the error is.

Please be aware that while this information may not be personally identifying by itself, it may be possible to combine it with other data to personally identify individual persons.

Personal Information

We may ask for personal information — for example, when you sign up to our platform, subscribe to newsletter/updates or when you contact us — which may include one or more of the following:

  • Name
  • Email

User-Generated Content

We consider 'user-generated content' to be materials (text, image and/or video content) voluntarily supplied to us by our users for the purpose of publication, processing, or usage on our platform or via our service. All user-generated content is associated with the account or email address used to submit the materials.

Transaction Data

Transaction data refers to data that accumulates over the normal course of operation on our platform. This may include transaction records, stored files, user profiles, analytics data and other metrics, as well as other types of information, created or generated, as users interact with our services.

Legitimate Reasons for Processing Your Personal Information

We only collect and use your personal information when we have a legitimate reason for doing so. In which instance we only collect personal information that is reasonably necessary to provide our services to you.

Collection and Use of Information

We may collect personal information from you when you do any of the following on our website:

  • Register for an account
  • Purchase a subscription
  • Sign up to receive updates from us via email or social media channels
  • Use a mobile device or web browser to access our content
  • Contact us via email, social media, or on any similar technologies
  • When you mention us on social media

We may collect, hold, use and disclose information for the following purposes, and personal information will not be further processed in a manner that is incompatible with these purposes:

  • to provide you with our platform's core features and services
  • to deliver products and/or services to you
  • to contact and communicate with you
  • for advertising and marketing, including to send you promotional information about our products and services and information about third parties that we consider may be of interest to you
  • to enable you to access and use our website, associated applications, and associated social media platforms
  • for internal record keeping and administrative purposes
  • to comply with our legal obligations and resolve any disputes that we may have
  • for security and fraud prevention, and to ensure that our sites and apps are safe, secure, and used in line with our terms of use
  • for technical assessment, including to operate and improve our app, associated applications, and associated social media platforms

We may combine voluntarily provided and automatically collected personal information with general information or research data we receive from other trusted sources. For example, If you provide us with your location, we may combine this with general information about currency and language to provide you with an enhanced experience of our site and service.

Security of Your Personal Information

When we collect and process personal information, and while we retain this information, we will protect it within commercially acceptable means to prevent loss and theft, as well as unauthorised access, disclosure, copying, use or modification.

Although we will do our best to protect the personal information you provide to us, we advise that no method of electronic transmission or storage is 100% secure and no one can guarantee absolute data security.

You are responsible for selecting any password and its overall security strength, ensuring the security of your own information within the bounds of our services. For example, ensuring any passwords associated with accessing your personal information and accounts are secure and confidential.

As our company handles sensitive customer information, keeping that data secure and private is of the upmost importance, so we are careful to follow industry best practice. Some of the measures include:

  • Data in transit - All connections to and from Resolve247 are encrypted using HTTPS and Transport Layer Security (TLS), using the 256-bit Advanced Encryption Standard (AES-256).
  • Data at rest - All data stored by Resolve247 and by trusted third-party service providers is encrypted at rest using the 256-bit Advanced Encryption Standard (AES-256).
  • Access control - Credentials are managed using role-based access control (RBAC), ensuring that only the minimum necessary privileges are assigned. Multi-factor authentication (MFA) is utilized for additional security where applicable. Credentials are also rotated periodically to maintain high security standards.
  • Monitoring - Comprehensive logging is implemented to audit access and data usage. Logs are reviewed regularly to support real-time or periodic monitoring, ensuring the integrity and security of data access and usage.

How Long We Keep Your Personal Information

We keep your personal information only for as long as we need to. This time period may depend on what we are using your information for, in accordance with this privacy policy. For example, if you have provided us with personal information as part of creating an account with us, we may retain this information for the duration your account exists on our system. If your personal information is no longer required for this purpose, we will delete it or make it anonymous by removing all details that identify you.

However, if necessary, we may retain your personal information for our compliance with a legal, accounting, or reporting obligation or for archiving purposes in the public interest, scientific, or historical research purposes or statistical purposes.

Data retention upon account termination

Upon account termination we will begin deletion process of stored customer data associated with your account. We are happy and eager to delete as much information as quickly as possible. We will begin the deletion process within 5 working days of account termination, at which point:

  • Content/conversations provided by yourself for the AI's knowledge (such as web pages, and previous support conversations) is deleted immediately.
  • Any prior granted access to your integrations is revoked immediately.
  • As much data as possible is made completely irretrievable immediately.
  • Some data will take 7-14 days to delete, such as where data is in logs and passing through the log system.
  • Backups of limited data, such as operational logs, are kept for 12 months.
  • Some internal usage data may be retained beyond account termination, but will be become anonymised at the point of account termination.

Third Parties

Disclosure of Personal Information to Third Parties

As a matter of providing our service, information is shared with certain third parties for operational, logging, analytical, business operation, payment processing purposes. We may disclose personal information to:

  • a parent, subsidiary or affiliate of our company
  • third-party service providers for the purpose of enabling them to provide their services including (without limitation) IT service providers, data storage, hosting and server providers, analytics, error loggers, debt collectors, maintenance or problem-solving providers, professional advisors, and payment systems operators
  • our employees, contractors, and/or related entities
  • our existing or potential agents or business partners
  • credit reporting agencies, courts, tribunals, and regulatory authorities, in the event you fail to pay for goods or services we have provided to you
  • courts, tribunals, regulatory authorities, and law enforcement officers, as required by law, in connection with any actual or prospective legal proceedings, or in order to establish, exercise, or defend our legal rights
  • third parties, including agents or sub-contractors who assist us in providing information, products, services, or direct marketing to you
  • third parties to collect and process data
  • an entity that buys, or to which we transfer all or substantially all of our assets and business

Third parties we currently use include:

  • Google Analytics (for analytics)
  • Stripe (for payment processing)
  • Heroku (for hosting our platform and general database)
  • SolarWinds Papertrail (for general logging)
  • OpenAI (for AI services)
  • Langsmith (for AI logging)
  • Pinecone (for hosting vector embeddings and embedded content)
  • HubSpot (as an optional integration)
  • Front (as an optional integration)
  • Help Scout (as an optional integration)

Your Rights and Controlling Your Personal Information

Your choice: By providing personal information to us, you understand we will collect, hold, use, and disclose your personal information in accordance with this privacy policy. You do not have to provide personal information to us, however, if you do not, it may affect your use of our website or the products and/or services offered on or through it.

Your data: The content you upload to our platform, content you permit to pass to our platform (via integrations) and the output given as a result by our platform is yours and only yours. It is not used by ourselves for any purposes other than providing you with our service and assisting you with queries/issues you have regarding our service.

  • When you delete your data in the application it is deleted from our servers. From that point, any of your information that might already exist in logs and/or backups will in time also be deleted.
  • Your data will not be used for training any models. The moment you delete data from the platform the AI will lose access to that data.
  • You retain the copyright to any output created by our platform that is based on proprietary content.
  • Do not upload personal data to our platform, we cannot be held responsible for protecting it.

Information from third parties: If we receive personal information about you from a third party, we will protect it as set out in this privacy policy. If you are a third party providing personal information about somebody else, you represent and warrant that you have such person's consent to provide the personal information to us.

Marketing permission: If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by contacting us using the details below.

Access: You may request details of the personal information that we hold about you.

Correction: If you believe that any information we hold about you is inaccurate, out of date, incomplete, irrelevant, or misleading, please contact us using the details provided in this privacy policy. We will take reasonable steps to correct any information found to be inaccurate, incomplete, misleading, or out of date.

Non-discrimination: We will not discriminate against you for exercising any of your rights over your personal information. Unless your personal information is required to provide you with a particular service or offer (for example processing transaction data), we will not deny you goods or services and/or charge you different prices or rates for goods or services, including through granting discounts or other benefits, or imposing penalties, or provide you with a different level or quality of goods or services.

Downloading of Personal Information: We provide a means for you to obtain a copy of the personal information you have shared through our site. Please contact us for more information.

Notification of data breaches: We will comply with laws applicable to us in respect of any data breach.

Complaints: If you believe that we have breached a relevant data protection law and wish to make a complaint, please contact us using the details below and provide us with full details of the alleged breach. We will promptly investigate your complaint and respond to you, in writing, setting out the outcome of our investigation and the steps we will take to deal with your complaint. You also have the right to contact a regulatory body or data protection authority in relation to your complaint.

Unsubscribe: To unsubscribe from our email database or opt-out of communications (including marketing communications), please contact us using the details provided in this privacy policy, or opt-out using the opt-out facilities provided in the communication. We may need to request specific information from you to help us confirm your identity.

Restrict: You have the right to request that we restrict the processing of your personal information if (i) you are concerned about the accuracy of your personal information; (ii) you believe your personal information has been unlawfully processed; (iii) you need us to maintain the personal information solely for the purpose of a legal claim; or (iv) we are in the process of considering your objection in relation to processing on the basis of legitimate interests.

Objecting to processing: You have the right to object to processing of your personal information that is based on our legitimate interests or public interest. If this is done, we must provide compelling legitimate grounds for the processing which overrides your interests, rights, and freedoms, in order to proceed with the processing of your personal information.

Data portability: You may have the right to request a copy of the personal information we hold about you. Where possible, we will provide this information in CSV format or other easily readable machine format. You may also have the right to request that we transfer this personal information to a third party.

Deletion: You may have a right to request that we delete the personal information we hold about you at any time, and we will take reasonable steps to delete your personal information from our current records. If you ask us to delete your personal information, we will let you know how the deletion affects your use of our website or products and services. There may be exceptions to this right for specific legal reasons which, if applicable, we will set out for you in response to your request. If you terminate or delete your account, we will commence the data deletion process as set out within our Data Retention Policy. Please be aware that search engines and similar third parties may still retain copies of your personal information that has been made public at least once, like certain profile information and public comments, even after you have deleted the information from our services or deactivated your account.

Cookie Policy

We use cookies to provide the service that is the purpose of this website/application, and to provide a good quality user experience by logging sufficient information to rectify any errors that occur. For more information please refer to our Cookie Policy.


Third Party Links

We include links to third parties on our site. These third party sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. After following a link to any third-party content, you should read their posted privacy policy information about how they collect and use personal information. This Privacy Policy does not apply to any of your activities after you leave our site. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these sites.

Children's Policy

We do not aim any of our products or services directly at children under the age of 13 and we do not knowingly collect personal information about children under 13.


Business Transfers

If we or our assets are acquired, or in the unlikely event that we go out of business or enter bankruptcy, we would include data, including your personal information, among the assets transferred to any parties who acquire us. You acknowledge that such transfers may occur, and that any parties who acquire us may, to the extent permitted by applicable law, continue to use your personal information according to this policy, which they will be required to assume as it is the basis for any ownership or use rights we have over such information.

Legal Bases for Processing Your Personal Information

We will only collect and use your personal information when we have a legal right to do so. In which case, we will collect and use your personal information lawfully, fairly and in a transparent manner. If we seek your consent to process your personal information, and you are under 16 years of age, we will seek your parent or legal guardian's consent to process your personal information for that specific purpose.

Our lawful bases depend on the services you use and how you use them. This means we only collect and use your information on the following grounds:

Consent From You

Please refer to "Your Consent" section of this privacy policy for more information.

Performance of a Contract or Transaction

Where you have entered into a contract or transaction with us, or in order to take preparatory steps prior to our entering into a contract or transaction with you. For example, if you purchase a product, service, or subscription from us, we may need to use your personal and payment information in order to process and deliver your order.

Our Legitimate Interests

Where we assess it is necessary for our legitimate interests, such as for us to provide, operate, improve and communicate our services. We consider our legitimate interests to include research and development, understanding our audience, marketing and promoting our services, measures taken to operate our services efficiently, marketing analysis, and measures taken to protect our legal rights and interests.

Compliance with Law

In some cases, we may have a legal obligation to use or keep your personal information. Such cases may include (but are not limited to) court orders, criminal investigations, government requests, and regulatory obligations. If you have any further enquiries about how we retain personal information in order to comply with the law, please feel free to enquire using the details provided in the Contact Us section of this privacy policy.

International Transfers Outside of the European Economic Area (EEA)

We will ensure that any transfer of personal information from countries in the European Economic Area (EEA) to countries outside the EEA will be protected by appropriate safeguards, for example by using standard data protection clauses approved by the European Commission, or the use of binding corporate rules or other legally accepted means.

Your Consent

Where you have given us consent to collect and use your personal information for a specific purpose, you may withdraw your consent at any time using the facilities we provide; however this will not affect any use of your information that has already taken place. You may consent to providing your email address for the purpose of receiving marketing emails from us. While you may unsubscribe at any time, we cannot recall any email we have already sent. If you have any further enquiries about how to withdraw your consent, please feel free to enquire using the details provided in the Contact Us section of this privacy policy.

By adding information to our platform, such as by adding a webpage to knowledge, uploading previous conversations, connecting our platform to another of your services via an integration etc, you are providing consent for us to process your personal information contained within that source for the purposes of providing the service.

To remove consent, you can remove the information using the platform, disconnect integrations using the platform, or contact us using the details provided in the Contact Us section of this privacy policy.

Changes to our Privacy Policy

At our discretion, we may change our privacy policy to reflect updates to our business processes, current acceptable practices, or legislative or regulatory changes. If we decide to change this privacy policy, we will post the changes here at the same link by which you are accessing this privacy policy.

If the changes are significant, or if required by applicable law, we will contact you (based on your selected preferences for communications from us) and all our registered users with the new details and links to the updated or changed policy.

If required by law, we will get your permission or give you the opportunity to opt in to or opt out of, as applicable, any new uses of your personal information.

Contact Us

For any questions or concerns regarding your privacy, you may contact privacy@resolve247.ai.