1) What this policy covers
This Privacy Policy covers personal information we process when you visit our website, create an account, or use NovumDesk’s products and services (the “Service”), including when you connect communication channels (like email) to manage customer conversations.
2) Information we collect
- Account info: name, email, password (hashed), workspace/org name
- Team & profile: agent names, roles, permissions, avatar (optional)
- Billing: billing contact and subscription details (payments handled by processors)
- Support content: tickets, messages, notes, tags, attachments you upload
- Contact data: customer records you add or import (if you use those features)
- Usage: pages viewed, actions taken, feature usage, timestamps
- Device: IP address, browser type, OS, approximate location (from IP)
- Logs: diagnostics, error logs, security events
- Cookies: session cookies and preference cookies (see below)
If you connect third-party services (for example, an email inbox), we may process the data needed to provide the integration, such as sender/recipient details, subject lines, message bodies, attachments, and delivery events (sent/delivered/bounced), depending on the channel and your configuration.
3) How we use information
- Provide, operate, and maintain the Service (accounts, tickets, inboxes, knowledge base)
- Authenticate users and secure accounts
- Process billing and subscriptions
- Send service-related messages (verification, password reset, system notices, billing notices)
- Provide customer support and respond to requests
- Improve and develop features, debug issues, and analyze performance
- Prevent fraud, abuse, and security incidents
- Comply with legal obligations and enforce our terms
4) Legal bases (EEA/UK-style disclosure)
Where applicable, NovumDesk processes personal data under the following legal bases:
- Contract: to provide the Service you request
- Legitimate interests: to secure, maintain, and improve the Service
- Consent: where required (e.g., certain cookies/marketing preferences)
- Legal obligation: to comply with applicable laws
7) Data retention
We retain personal information only as long as necessary to provide the Service, meet legal obligations, resolve disputes, and enforce agreements. Workspace administrators may be able to delete content within the Service, subject to limited retention of security logs and backups.
8) Security
We use administrative, technical, and organizational measures designed to protect personal information, such as access controls and encryption in transit where supported. No system is completely secure, so we cannot guarantee absolute security.
9) Your rights and choices
Depending on your location, you may have the right to access, correct, delete, restrict, or object to our processing of your personal information, and to request a copy of your data. To make a request, contact us using the details below. We may need to verify your identity.
10) Children’s privacy
NovumDesk is not intended for children under 13 (or the minimum age required by your jurisdiction). We do not knowingly collect personal information from children. If you believe a child has provided information, contact us so we can delete it.
11) International data transfers
If you access NovumDesk from outside the country where we or our service providers operate, your information may be transferred and processed internationally. Where required, we use appropriate safeguards for cross-border transfers.
12) Third-party links and services
The Service may link to or integrate with third-party websites and services. Their privacy practices are governed by their own policies, not this one.
13) Changes to this Privacy Policy
We may update this Privacy Policy from time to time. We will post the updated policy on this page and update the Effective Date. If changes are material, we will provide additional notice if required.
14) Contact us
For privacy questions or requests, contact:
- privacy@novumdesk.com
- novumdesk.com