Privacy Policy

Privacy Policy

The Live Support Effective Date: 20 Dec 2025 Last Updated: 20 Dec 2025

1. Introduction

Welcome to The Live Support (“we,” “our,” or “us”). We are committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our mobile application (“App”) and website at thelivesupport.com (“Website”).

By using The Live Support, you agree to the collection and use of information in accordance with this Privacy Policy. If you do not agree with this policy, please do not use our services.

2. Information We Collect

2.1 Information You Provide

Account Information

  • Email address (when signing in with Email)
  • Apple ID identifier (when signing in with Apple)
  • Name (if provided through Apple Sign-In)

Support Tickets

  • Ticket subject and description
  • Messages exchanged with support agents
  • File attachments you upload (images, documents)

Device Information

  • Device nicknames you create
  • Device type (camera, router, extender)
  • Model numbers and serial numbers (if you provide them)
  • Purchase dates (if you provide them)
  • Location labels (if you provide them)

Communication Data

  • Callback and chat scheduling requests
  • Knowledge base article feedback

2.2 Information Collected Automatically

Device and Technical Data

  • Device type and operating system version
  • App version
  • Unique device identifiers
  • Push notification tokens

Usage Data

  • Features you use within the App
  • Timestamps of your activity
  • Ticket and message history

2.3 Information from Third Parties

Apple Sign-In When you sign in with Apple, we receive your Apple user identifier and, if you choose to share it, your email address.

Payment Information Subscription purchases are processed by Apple through the App Store. We do not collect or store your credit card or payment details. We receive confirmation of your subscription status from RevenueCat, our subscription management service.

3. How We Use Your Information

We use the information we collect to:

  • Provide, operate, and maintain our support services
  • Process and manage your support tickets
  • Communicate with you about your tickets and account
  • Send push notifications about ticket updates and agent replies
  • Process and manage your subscription
  • Improve our App, Website, and services
  • Respond to your requests and inquiries
  • Enforce our Terms of Service
  • Comply with legal obligations
  • Detect, prevent, and address technical issues or fraud

4. How We Share Your Information

We do not sell your personal information. We may share your information in the following circumstances:

4.1 Service Providers

We work with third-party companies that help us provide our services:

Supabase — Authentication services

RevenueCat — Subscription management

Firebase Cloud Messaging (Google) — Push notifications

    4.2 Legal Requirements

    We may disclose your information if required to do so by law or in response to valid requests by public authorities (e.g., a court or government agency).

    4.3 Business Transfers

    If we are involved in a merger, acquisition, or sale of assets, your information may be transferred as part of that transaction. We will notify you of any such change.

    4.4 With Your Consent

    We may share your information for other purposes with your explicit consent.

    5. Data Retention

    We retain your personal information for as long as necessary to provide our services and fulfill the purposes described in this Privacy Policy. Specifically:

    • Account data: Retained until you delete your account
    • Support tickets: Retained for 1 years after ticket closure
    • Attachments: Retained for 1 year after associated ticket closure
    • Device information: Retained until you delete the device or your account

    When you delete your account, we will delete or anonymize your personal information within 30 days, except where we are required to retain it for legal or legitimate business purposes.

    6. Data Security

    We implement appropriate technical and organizational measures to protect your personal information, including:

    • Encryption of data in transit using SSL/TLS
    • Secure authentication through Supabase
    • Access controls limiting who can view your data
    • Regular security assessments

    However, no method of transmission over the Internet or electronic storage is 100% secure. While we strive to protect your information, we cannot guarantee absolute security.

    7. Your Rights and Choices

    7.1 Access and Export

    You can request a copy of your personal data at any time through the App settings or by contacting us.

    7.2 Correction

    You can update your device information and account details directly in the App.

    7.3 Deletion

    You can delete your account at any time through the App settings. This will permanently delete your personal information, tickets, devices, and associated data.

    7.4 Push Notifications

    You can enable or disable push notifications through the App settings or your device settings.

    7.5 Guest Accounts

    If you use the App as a guest, you can link your account to an Apple ID or email address to prevent data loss.

    8. Children’s Privacy

    The Live Support is not intended for children under the age of 13. We do not knowingly collect personal information from children under 13. If you are a parent or guardian and believe your child has provided us with personal information, please contact us immediately. If we discover that we have collected personal information from a child under 13, we will delete that information promptly.

    9. International Data Transfers

    Your information may be transferred to and processed in countries other than your country of residence. These countries may have data protection laws that are different from the laws of your country.

    By using our services, you consent to the transfer of your information to USA and other countries where our service providers operate.

    10. California Privacy Rights

    If you are a California resident, you have additional rights under the California Consumer Privacy Act (CCPA):

    • The right to know what personal information we collect, use, and disclose
    • The right to request deletion of your personal information
    • The right to opt out of the sale of personal information (we do not sell your information)
    • The right to non-discrimination for exercising your privacy rights

    To exercise these rights, contact us using the information below.

    11. European Privacy Rights

    If you are located in the European Economic Area (EEA), you have certain rights under the General Data Protection Regulation (GDPR):

    • Right of access to your personal data
    • Right to rectification of inaccurate data
    • Right to erasure (“right to be forgotten”)
    • Right to restrict processing
    • Right to data portability
    • Right to object to processing
    • Right to withdraw consent

    Our legal basis for processing your information includes:

    • Performance of our contract with you (providing support services)
    • Your consent (for optional features like push notifications)
    • Our legitimate interests (improving our services, preventing fraud)

    To exercise these rights, contact us using the information below.

    12. Changes to This Privacy Policy

    We may update this Privacy Policy from time to time. We will notify you of any changes by:

    • Posting the new Privacy Policy on this page
    • Updating the “Last Updated” date
    • Sending you a notification through the App (for significant changes)

    We encourage you to review this Privacy Policy periodically.

    13. Contact Us

    If you have any questions about this Privacy Policy or our privacy practices, please contact us:

    The Live Support

    Email: info@thelivesupport.com Website: https://thelivesupport.com/contact

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