Replies, Service, us, we, our: This is us unless specially noted (e.g. a 3rd party service).
Visitor: A anonymous person, browsing our marketing page or reading our blog.
Customer, you: A user that opened an account at Replies in order to provide support to End users.
End user: A person requesting help or contacting a Replies Customer.
Google Analytics allows you to opt out of or customize preferences associated with your internet browsing. For more information on how Google lets you customize these preferences, visit their documentation at https://www.google.com/settings/u/0/ads/authenticated?hl=en.
To understand how Visitors find our Service and Blog and to learn how to increase visibility.
When you sign up for a trial of Replies, we ask for an email, first name, last name and a team name. If available, we also save the so called referral address of the page that linked to us for statistical reasons, e.g. https://www.google.com
If you invite a team member we want to know the name and the email address. This is required to send an invitation mail to that person and setup their account.
In case you convert your trial to a paid account, we need to know your postal address for invoicing and book keeping.
We save responses you sent to End users, including screenshots and attachments, and let you re-use them later on (Snippets). We also count how many times you used a snippet and show it in your statistics.
Snippets can be deleted individually in the Snippets section of Replies. For deletion of End user provided information see "How our Customers can delete End user information" section.
You can cancel your team account at any time in the "Settings > Team" section. If your trial expires without upgrading to a paid plan, the account will stop sending responses to End users and cancel automatically after 30 days.
Canceled trial accounts will be deleted with all associated data after 30 days. For paid accounts we are obliged to keep invoices for legal reasons but all other data will be purged 30 days after cancelation.
Our Customers can setup mail accounts and contact forms to gather support request from End users. Optionally third party services such as Gmail, Twitter or HockeyApp can be connected and import data to improve Customer support.
Depending on the contact form type or service, Replies stores following End user information in the Customer account.
Web Form (additionally to all forms)
In-App Form (additionally to all forms)
This information is collected to make support more effective and is provided solely to our Customer. E.g. regional information and operating system version can help to reproduce an issue under the same conditions and shown suggestions can prevent providing solutions that have already been tried by the End user.
If a Customer closes the account, all End user data associated with that account will be deleted. See "How you can delete Customer information" section.
Customers can delete following items directly via the Replies user interface
End users may contact the owner of the account (Customer) and request deletion.
We host the Service and data on Amazon Web Services (AWS). We answer Customer requests using Replies connected to Google Mail (Gmail). We use Stripe to process payments. We use Google Analytics to analyze web traffic.
Replies imposes data protection terms on any sub-processor it engages with, to protect personal data of Customers as required by the GDPR.
Replies maintains reasonable measures to protect Personal Data against accidental or unlawful destruction, loss, alteration, unauthorized disclosure or access. Secure (HTTPS) access is forced for Customers so login credentials and Personal Data is secure in transit. Backend access to servers and data, whether physical, shell, or administrative interfaces, is limited to employees who require it to perform their duties.
No contractors or sub processors are authorized for such access. If Replies becomes aware of a security breach leading to the accidental or unlawful destruction, loss, alteration, unauthorized disclosure of, or access to, Customer's Personal Data on our servers ("Incident"), we will notify Customer, via Customer's registered email address, of the Incident promptly and without undue delay, and take reasonable steps to minimize harm and secure Customer's data. Customer is responsible for providing a valid email address and ensuring their email address is current and valid. Our notification of or response to an Incident will not be construed as an acknowledgement of any fault or liability with respect to the Incident. Customer agrees that they are solely responsible for their use of the Data Processor services, including securing the account credentials, systems and devices Customer uses to access the Processor Services.
Replies has no obligation to protect Customer's Personal Data that Customer elects to store or transfer outside of Replies' systems.
Our daily backups are encrypted and deleted automatically after 30 days.
You can also contact us in writing (by post) as follows:
Replies AG, Unter Altstadt 11, 6300 Zug, Switzerland