FyneDesk LLC, doing business as FyneDesk ("FyneDesk", "we", "us", or "our"), operates the FyneDesk helpdesk platform at fynedesk.ai. This Privacy Policy explains what information we collect, how we use it, and your rights regarding your data.
By using FyneDesk, you agree to the collection and use of information as described in this policy. If you do not agree, please do not use the service.
1. Information we collect
Account information
When you create a FyneDesk account, we collect your name, email address, and company name. If you upgrade to a paid plan, we collect billing information through our payment processor (Stripe). We do not store full credit card numbers on our servers.
Usage data
We collect information about how you use FyneDesk, including pages visited, features used, actions taken, and session duration. This data helps us improve the product and diagnose issues.
Support data
As part of using FyneDesk, you and your customers will create tickets, messages, and knowledge base articles. This content is stored on our servers and is yours — you own it. We access it only to provide the service, including powering AI features.
AI feature data
FyneDesk uses third-party AI providers for ticket summaries, suggested replies, retrieval, limited classification, and autonomous ticket resolution. When an AI feature is invoked, or when a workspace administrator has trained, configured, and enabled autonomous resolution, relevant ticket content and administrator-approved context are sent to the provider needed for that action. Administrators control the approved knowledge sources, guidance, boundaries, testing, confidence requirements, and escalation behavior used by Fyne AI. Your data is not used to train generally available AI models. We currently use Anthropic's Claude for AI generation and analysis, Groq for limited sentiment analysis and spam or abuse checks, and Voyage AI for embeddings and retrieval. Our current providers and purposes are maintained on our Subprocessors page.
Partner application and payment information
If you apply to or participate in a FyneDesk partner program, we collect the information you submit, such as your name, work email, company, website, requested partner path, services, and expected customer opportunities. If you are accepted and become eligible for payment, we or our payment and tax-compliance providers may also collect identity, business, banking, payout, and tax documentation. Do not submit tax identification numbers or bank details through the public application form; we will request them through an appropriate secure process if needed.
Cookies and tracking
We use cookies to keep you signed in and remember your preferences. We may use analytics tools (such as privacy-respecting analytics) to understand aggregate usage patterns. We do not sell your data to advertisers or use third-party advertising cookies.
2. How we use your information
We use the information we collect to:
- Provide, maintain, and improve the FyneDesk service
- Process payments and manage your subscription
- Send transactional emails (account confirmation, password reset, billing receipts)
- Send product updates and announcements (you can opt out at any time)
- Respond to support requests
- Review partner applications, register opportunities, prevent duplicate or fraudulent referrals, administer partner benefits, and make required payments and tax reports
- Detect and prevent fraud, abuse, and security incidents
- Comply with legal obligations
We do not sell your personal data to third parties. We do not use your data for advertising purposes.
3. Data sharing
We share data only with the following categories of third parties, and only as necessary to provide the service:
- AI providers — AI generation, analysis, embeddings, retrieval, sentiment analysis, spam or abuse checks, suggested replies, and administrator-enabled autonomous ticket resolution. We currently use Anthropic, Groq, and Voyage AI for the limited purposes described on our Subprocessors page; customer workspace content is not used to train generally available models.
- Stripe — Payment processing
- Partner payment and tax-compliance providers — Identity, tax, sanctions, banking, payout, and reporting services when needed to administer a partner program
- Infrastructure providers — Cloud hosting and storage (data is encrypted at rest and in transit)
- Legal authorities — When required by law or to protect the rights, property, or safety of FyneDesk or its users
We do not share your data with marketing platforms, data brokers, or advertising networks.
4. Data storage and security
Your data is stored on servers in secure data centers. We use industry-standard encryption (TLS) for all data in transit and encrypt sensitive data at rest. Access to production systems is restricted to authorized personnel only.
We maintain an audit log of administrative actions within the platform. No security system is perfect, but we take reasonable and appropriate measures to protect your data against unauthorized access, disclosure, alteration, or destruction.
In the event of a data breach that affects your personal information, we will notify you in accordance with applicable law.
5. Data retention
We retain workspace data while an account remains active. FyneDesk automatically deletes workspace data after six consecutive months of inactivity. Deletion from active systems begins at the end of that period; encrypted backups and subprocessors may retain residual copies until their documented retention cycles expire.
We may retain limited billing, security, fraud-prevention, contract, dispute, tax, accounting, or other records for longer where reasonably necessary to operate the service or comply with law. Data that has been irreversibly anonymized is no longer personal data and may be retained for service analytics.
We generally retain unsuccessful partner applications for up to 24 months so we can document application decisions, prevent duplicate or abusive submissions, and reconsider a fit if the program changes. For accepted partners, we retain agreements, acceptance records, deal registrations, transaction records, tax documents, disclosures, and compliance records for as long as needed to administer the program, resolve disputes, and meet legal, accounting, and tax obligations.
You can request deletion of your data at any time by contacting us at support@fynedesk.io. We will process valid requests within 30 days, subject to information we must retain for security, fraud prevention, contracts, dispute resolution, tax, accounting, or other legal obligations.
6. Your rights
Depending on your location, you may have the following rights regarding your personal data:
- Access — Request a copy of the personal data we hold about you
- Correction — Request correction of inaccurate data
- Deletion — Request deletion of your personal data
- Portability — Request an export of your data in a machine-readable format
- Objection — Object to certain processing of your data
- Restriction — Request restriction of processing in certain circumstances
To exercise any of these rights, contact us at support@fynedesk.io. We will respond within 30 days.
7. GDPR (European users)
If you are located in the European Economic Area (EEA), you have additional rights under the General Data Protection Regulation (GDPR). Our lawful basis for processing your data is:
- Contract performance — Processing necessary to provide the service you've signed up for
- Legitimate interests — Processing for security, fraud prevention, and product improvement
- Consent — For marketing communications (you can withdraw consent at any time)
- Legal obligation — When required by law
For GDPR inquiries, contact us at support@fynedesk.io.
8. CCPA (California users)
If you are a California resident, you have the right to know what personal information we collect, request deletion of your personal information, and opt out of the sale of your personal information. FyneDesk does not sell personal information. To exercise your rights, contact us at support@fynedesk.io.
9. Children's privacy
FyneDesk is not directed at children under the age of 16. We do not knowingly collect personal data from children. If you believe a child has provided us with personal information, please contact us and we will delete it promptly.
10. Changes to this policy
We may update this Privacy Policy from time to time. When we do, we will update the "Last updated" date at the top of this page and notify you by email if the changes are material. Your continued use of FyneDesk after changes take effect constitutes your acceptance of the updated policy.
11. Contact us
For questions about this Privacy Policy or your data, contact us at:
FyneDesk LLC
Elk Grove, California, United States
Email: support@fynedesk.io
Website: fynedesk.ai