1. Who we are and what this policy covers
Usherdesk provides usherdesk.com, the Usherdesk application, the website assistant, and related support or commercial communications. This policy applies to those services.
For account, billing, support, and marketing-site information, Usherdesk generally decides why and how that information is used. When a customer uses Usherdesk to answer enquiries and capture leads, that customer determines the purpose of the processing and Usherdesk processes the information on the customer’s behalf, subject to the customer agreement.
2. Information we handle
| Category | Examples |
|---|---|
| Account and business details | Name, work email, telephone number, company, role, login and account settings. |
| Customer content | Website pages selected for the assistant, uploaded documents, written FAQs, qualification fields, routing preferences, and pipeline configuration. |
| Enquiries and lead records | Messages, names, contact details, answers to qualification questions, channel identifiers, conversation history, hand-off status, and assigned owner. |
| Technical and usage data | IP address, device and browser information, timestamps, pages viewed, diagnostic events, security logs, and product interaction data. |
| Commercial and support records | Demo requests, support messages, subscription status, invoices, and transaction references. Payment-card details are handled by the payment provider rather than stored by Usherdesk where a provider is used. |
3. How information reaches us
We receive information directly from customers and account users, from people who communicate through a customer’s website widget or QR-based AI representative, from the customer’s approved content sources, and automatically from devices interacting with our website or service.
Customers are responsible for providing an appropriate notice to their own visitors and for having a lawful basis to send customer content, conversations, and lead data to Usherdesk.
4. How we use information
- Provide, secure, maintain, and troubleshoot the website and service.
- Answer enquiries from customer-approved content, capture structured lead details, maintain one customer record across supported channels, and provide human hand-off.
- Authenticate users, manage accounts, process subscriptions, and provide customer support.
- Detect abuse, fraud, security incidents, and violations of our Terms.
- Improve reliability and usability using aggregated, de-identified, or consented analytics where appropriate.
- Comply with legal obligations and establish, exercise, or defend legal claims.
5. AI processing and customer content
Usherdesk uses automated systems to generate replies from sources selected by the customer and to structure information supplied during an enquiry. AI output can be incomplete or incorrect, so the service includes disclosure and a path to human hand-off. Customers remain responsible for their source content, configuration, and use of the output.
We do not use customer content or enquiry data to train general-purpose AI models unless the customer separately agrees to that use in writing. Service providers may process limited data to provide contracted infrastructure or AI functionality and must do so under the applicable service arrangements.
7. Hosting and international processing
Usherdesk and its service providers may process information in countries where they operate. Processing locations and contractual safeguards may vary by service, plan, and customer agreement. We do not claim that every website or product interaction remains in one country unless that commitment is expressly included in the applicable customer agreement.
8. Retention
We retain information for as long as needed to provide the service, maintain security and business records, resolve disputes, and meet legal obligations. Retention depends on the type of information, account status, customer instructions, backup cycles, and applicable law. Customers may request deletion or export subject to contractual and legal limits.
9. Security
We use reasonable administrative, technical, and organisational safeguards designed to protect information. No online service can guarantee absolute security. Customers should protect account credentials, restrict access to authorised users, keep source content current, and notify us promptly of suspected misuse.
10. Your choices and rights
Depending on your location and relationship with Usherdesk, you may be able to request access, correction, deletion, restriction, portability, or an objection to certain processing. You may also withdraw consent where processing relies on consent. If your information was submitted to a business using Usherdesk, contact that business first because it controls the lead record and conversation.
To make a privacy request relating to Usherdesk directly, email hello@usherdesk.com. We may need to verify your identity and may retain limited records where required or permitted by law.
11. Children
Usherdesk is a business service and is not directed to children under 18. Customers must not intentionally use the service to collect children’s personal information without an appropriate legal basis, notice, and safeguards.
12. Changes and contact
We may update this policy as the service or legal requirements change. The effective date above identifies the latest version. Material changes will be communicated through an appropriate channel. Questions or requests may be sent to hello@usherdesk.com.