Privacy & Product Analytics Notice

1. Introduction

This notice explains how Frankyants LLC, the U.S.-based company that operates SupportOnTelegram (“we”, “our”, “us”), collects, uses, and protects information gathered through the supportontelegram.com website (the “Site”) and the SupportOnTelegram platform (the “Service”). Frankyants LLC is responsible for the product analytics described in this notice. For information about message and profile data collected by our Telegram bot, please see our Telegram Bot Privacy Policy.

2. Information We Collect

When you interact with the Site or Service, we may collect the following information:

• Form Submissions: When you submit the Request Access form, we collect the information you provide, including your name, email address, company name, company website, phone number, and any additional details you enter.
• Server Logs: Standard web server logs including IP addresses, browser type, referring pages, and timestamps.
• Terms Acknowledgement Records: Your user ID, the terms version you accepted, the acceptance timestamp, and the source of the acknowledgement. We keep this information as the authoritative record of your acceptance.
• Product Analytics: When you use the Service after accepting the current Terms of Service, we collect a pseudonymous identifier in the format user:<unique-user-id>, your role (admin or agent), app version, and explicit events about how you use management, bulk-messaging, search, and conversation-header features. Event properties are limited to stable categories, booleans, normalized outcomes, safe counts or count ranges, source, and error category or status where applicable.
• Cookies & Local Storage: Limited cookies or browser storage used by our hosting, form, and product analytics providers for functionality, security, and pseudonymous analytics identity.

3. How We Use Information

• Processing Access Requests: To review your submission, assess fit, and contact you about onboarding.
• Communication: To respond to your inquiries and provide information about our services.
• Site Improvement: To monitor site performance and improve the user experience.
• Operating and Improving the Service: To understand which workflows are useful, diagnose normalized success and failure patterns, prioritize product and engineering work, and improve reliability and usability. We do not use analytics to rank users or evaluate individual employee performance.

4. Third-Party Services

The Site and Service use the following third-party services that may process your data:

• Tally.so: Processes form submissions. Subject to Tally’s Privacy Policy.
• Cloudflare: Provides hosting, CDN, and security services. Subject to Cloudflare’s Privacy Policy.
• PostHog: Our product analytics processor, which processes analytics on our behalf under our agreement with PostHog. See PostHog’s Privacy Policy.

5. Product Analytics Controls

Acceptance of the current Terms of Service is required to access or continue using the Service. If you do not accept the current version, you cannot use the Service and product analytics remains disabled. After acceptance, we use explicit custom events only and disable autocapture, automatic page views and page leaves, session replay, heatmaps, surveys, exception and network payload capture, and IP capture.

We do not send PostHog:

• Message text, captions, snippets, search queries, Telegram menu labels or answers, message-template content, form contents, filenames, attachment contents, or raw API payloads.
• Names, usernames, phone numbers, organization names, or conversation, message, Telegram-user, or customer identifiers.
• Authentication tokens, passwords, organization-setting values, filter values, raw URLs containing resource IDs, selected or resolved dates, timezone values, or raw error messages.

6. Cookies and Browser Storage

The Site and Service use limited cookies and browser storage for functionality, security, embedded forms, and pseudonymous product analytics. We do not use advertising cookies. Product analytics storage is activated only after the current Terms of Service have been accepted and access to the Service is enabled.

7. Data Retention

Raw product analytics events and identified pseudonymous profiles are retained for 12 months. Form submission data is retained for as long as necessary to process your request and maintain the business relationship. Terms acknowledgement records are retained as needed to document acceptance and meet legal and audit obligations. You may request deletion of your personal data, subject to records we must retain for legal purposes.

8. International Processing

Product analytics data is hosted and processed in PostHog Cloud EU in Frankfurt, Germany. Where information is processed across borders, we rely on our service-provider agreements and other measures appropriate to the applicable data protection requirements.

9. Your Rights

Depending on applicable law, you may have the right to:

• Request access to the personal data we hold about you.
• Request correction or deletion of your personal data.
• Object to or request restriction of certain processing, or withdraw consent where we rely on consent.

To exercise any of these rights, contact us at the address below.

10. Contact

For privacy-related inquiries or data requests, contact us at: privacy@supportontelegram.com