Privacy policy

EasyReply Ltd. ("EasyReply", "we", "us", or "our") is committed to protecting the privacy and security of your data. This Privacy Policy explains how we collect, use, disclose, and protect information when you use our B2B SaaS customer support platform (the "Service"). We are a UK-based company and comply with the UK General Data Protection Regulation (UK GDPR) and other applicable data protection laws.

1. Data We Collect

We collect various types of information to provide and improve our Service. This includes:

a. Information You Provide to Us

Account and Profile Data: When you register for an EasyReply account, we collect information such as your name, email address, company name, and billing information. This data is essential for setting up and managing your workspace.

Customer Communications Data: As a shared inbox platform, the core of our Service involves processing and storing customer communications. This includes:

• Email Content: The full content of emails sent to and from your customers, including plain text and HTML versions.
• Email Metadata: Information associated with emails, such as sender, recipient, date, time, subject line, and attachments.
• User Content: Any other information you choose to upload, submit, or transmit through the Service, such as notes, tags, or internal comments.

b. Information We Collect Automatically

Usage Data: We collect information about how you access and use the Service, including IP addresses, browser type, operating system, referral URLs, pages viewed, and the dates/times of access. This helps us understand user behavior and improve the Service.

Device Information: We may collect information about the device you use to access the Service, including hardware model, operating system, and unique device identifiers.

2. How We Use Your Data

We use the collected data for the following purposes, based on the lawful bases provided by UK GDPR:

• To Provide and Maintain the Service (Contractual Necessity): We use your data, including customer communications, to operate, maintain, and provide the core functionalities of EasyReply, such as managing your shared inbox, ingesting emails, and enabling communication with your customers.
• To Improve and Develop the Service (Legitimate Interests): We analyze usage patterns and feedback to enhance existing features, develop new products, and improve the overall user experience. We always ensure our legitimate interests do not override your data protection rights.
• For Billing and Account Management (Contractual Necessity): We use your billing information to process payments and manage your subscription.
• For Communication (Legitimate Interests/Consent): We may use your contact information to send you service-related announcements, technical notices, updates, security alerts, and support messages. For marketing communications, we will obtain your explicit consent where required.
• For Security and Fraud Prevention (Legitimate Interests/Legal Obligation): We use data to detect and prevent fraudulent activity, unauthorized access, and other malicious behavior, ensuring the security of our Service and compliance with legal obligations.
• For Legal Compliance (Legal Obligation): We process data as necessary to comply with applicable laws, regulations, legal processes, or governmental requests.

3. How We Share Your Data

We do not sell your personal data. We may share your information with third parties only in the following circumstances:

• With Your Consent: We may share your information if you give us explicit consent to do so.
• Third-Party Subprocessors: We engage trusted third-party service providers (subprocessors) to perform functions on our behalf, such as hosting, email delivery, and payment processing. These subprocessors only have access to the personal data necessary to perform their functions and are contractually bound to protect your data in accordance with this Privacy Policy and applicable data protection laws. An example of such a subprocessor is Postmark, which we use for email delivery and processing.
• 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 order or government agency).
• Business Transfers: In the event of a merger, acquisition, or sale of all or a portion of our assets, your information may be transferred as part of that transaction. We will notify you via email or a prominent notice on our Service of any such change in ownership or control of your personal data.
• Trademark Protection: EasyReply™ is a registered trademark in the United Kingdom. We may disclose information as necessary to protect our intellectual property rights, including the EasyReply™ trademark, and to enforce our terms of service.

4. Data Storage and Security

Your data, including customer communications, is stored on secure servers within the European Economic Area (EEA) to ensure compliance with UK GDPR. We implement appropriate technical and organizational measures to protect your personal data against unauthorized access, alteration, disclosure, or destruction. These measures include encryption, access controls, and regular security audits.

5. Your Data Protection Rights

Under UK GDPR, you have the following rights regarding your personal data:

• Right to Access: You have the right to request copies of your personal data.
• Right to Rectification: You have the right to request that we correct any information you believe is inaccurate or complete any information you believe is incomplete.
• Right to Erasure: You have the right to request that we erase your personal data, under certain conditions.
• Right to Restrict Processing: You have the right to request that we restrict the processing of your personal data, under certain conditions.
• Right to Object to Processing: You have the right to object to our processing of your personal data, under certain conditions.
• Right to Data Portability: You have the right to request that we transfer the data that we have collected to another organization, or directly to you, under certain conditions.

To exercise any of these rights, please contact us at support@easyreply.io.

6. Data Retention

We retain personal data for as long as necessary to provide the Service, comply with our legal obligations, resolve disputes, and enforce our agreements. Customer communications data is retained for the duration of your subscription and for a reasonable period thereafter, as per our data retention policy, to allow for account recovery or legal compliance.

7. Changes to This Privacy Policy

We may update our Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page and updating the "Last Updated" date. We encourage you to review this Privacy Policy periodically for any changes.

8. Contact Us

If you have any questions about this Privacy Policy, please contact us:

EasyReply Ltd.
Office 7, 35-37 Ludgate Hill, London, England, EC4M 7JN

Email: support@easyreply.io