Sagely Privacy Policy
**Last Updated:** Feb, 2026
1. Introduction
Welcome to Sagely ("we," "our," or "us"). We are committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our helpdesk platform and services (collectively, the "Service").
By using Sagely, you agree to the collection and use of information in accordance with this Privacy Policy. If you do not agree with our policies and practices, please do not use the Service.
2. Information We Collect
2.1 Information You Provide to Us
Account Information:
- Name (first and last)
- Email address
- Password (encrypted)
- Company/Agency name
- Phone number (optional)
- Profile photo (optional)
Client Information (when you add clients to your account):
- Client organization name
- Client contact information
- Client-specific settings and preferences
Support Ticket Data:
- Ticket descriptions and content
- File attachments
- Comments and responses
- Ticket metadata (status, priority, assignment, timestamps)
Time Tracking Data:
- Time entries associated with tickets
- Task descriptions
- Billable hours and rates
Payment Information:
- We use third-party payment processors (e.g., Stripe) to handle payments
- We do NOT store full credit card numbers or payment details
- We may store billing address, transaction history, and subscription status
Communications:
- Messages you send through the Service
- Customer support inquiries
- Feedback and survey responses
2.2 Information Automatically Collected
Usage Data:
- IP address
- Browser type and version
- Device type and operating system
- Pages visited and time spent on pages
- Referring website addresses
- Date and time of access
- User actions and interactions with the Service
Cookies and Similar Technologies:
- Session cookies (essential for Service functionality)
- Authentication tokens
- Preference cookies (to remember your settings)
- Analytics cookies (to understand how you use the Service)
Log Data:
- Server logs including requests, errors, and system events
- API access logs
- Security-related events
2.3 Information from Third-Party Sources
**Integration Data:**
- If you connect third-party services (e.g., Slack), we may receive information from those services in accordance with their authorization flows
**Email Validation:**
- We may use email validation services to verify email addresses
3. How We Use Your Information
We use the information we collect for the following purposes:
3.1 Service Delivery
- Provide, operate, and maintain the Service
- Process your transactions and manage subscriptions
- Create and manage user accounts
- Enable communication between agencies and clients
- Facilitate support ticket management and tracking
3.2 Service Improvement
- Understand how users interact with the Service
- Develop new features and functionality
- Conduct analytics and performance monitoring
- Troubleshoot technical issues
- Test and improve our security measures
3.3 Communication
- Send transactional emails (account notifications, password resets, receipts)
- Respond to your inquiries and support requests
- Send service announcements and updates
- Request feedback and conduct surveys (with your permission)
- Send marketing communications (with your consent, where required)
3.4 Security and Compliance
- Detect, prevent, and address fraud and abuse
- Enforce our Terms of Service
- Comply with legal obligations and respond to legal requests
- Protect the rights, property, and safety of Sagely, our users, and the public
3.5 Personalization
- Customize your experience in the Service
- Remember your preferences and settings
- Provide relevant content and recommendations
4. Legal Basis for Processing (GDPR)
If you are located in the European Economic Area (EEA), our legal bases for processing your personal data include:
- **Contract Performance:** Processing necessary to provide the Service you've requested
- **Consent:** You have given explicit consent for specific processing activities
- **Legitimate Interests:** Processing necessary for our legitimate business interests (improving the Service, security, fraud prevention)
- **Legal Obligation:** Processing required to comply with applicable laws and regulations
5. How We Share Your Information
We do not sell, rent, or trade your personal information. We may share your information in the following circumstances:
5.1 With Your Consent
- We may share information when you explicitly authorize us to do so
5.2 Service Providers
We share information with third-party vendors who perform services on our behalf:
- **Cloud hosting providers** (DigitalOcean) - infrastructure and data storage
- **Payment processors** (Stripe) - payment processing
- **Email service providers** (Resend) - transactional and marketing emails
- **Analytics providers** - usage analytics and error tracking
- **Customer support tools** - managing support inquiries
These providers are contractually obligated to protect your information and use it only for the purposes we specify.
5.3 Business Transfers
If Sagely is involved in a merger, acquisition, asset sale, or bankruptcy, your information may be transferred as part of that transaction. We will notify you of any such change.
5.4 Legal Requirements
We may disclose your information if required to do so by law or in response to:
- Valid legal processes (subpoenas, court orders)
- Government requests
- Investigations of potential violations of our Terms of Service
- Situations involving potential threats to safety or security
5.5 Aggregate Data
We may share anonymized, aggregated data that does not identify individual users for analytics, research, or marketing purposes.
5.6 Within Your Organization
If you use Sagely as part of an agency account, your information may be accessible to:
- Account administrators in your organization
- Team members with appropriate permissions
- Your clients (limited to information relevant to their support tickets)
6. Data Storage and Security
6.1 Data Storage
- Your data is stored on secure servers provided by DigitalOcean
- We use PostgreSQL databases with encryption at rest
- Data is backed up regularly to prevent loss
6.2 Security Measures
We implement industry-standard security measures to protect your information:
- **Encryption:** Data transmitted over HTTPS/TLS
- **Authentication:** Secure password hashing (bcrypt)
- **Access Controls:** Role-based access and least-privilege principles
- **Monitoring:** Security logging and intrusion detection
- **Regular Audits:** Security assessments and penetration testing
6.3 Limitations
While we use reasonable security measures, no system is completely secure. We cannot guarantee absolute security of your information. You are responsible for maintaining the security of your account credentials.
7. Data Retention
We retain your information for as long as necessary to:
- Provide the Service and fulfill the purposes described in this Privacy Policy
- Comply with legal, accounting, or regulatory requirements
- Resolve disputes and enforce our agreements
**Specific Retention Periods:**
- **Account Data:** Retained while your account is active
- **Ticket Data:** Retained while your account is active, or as required by law
- **Log Data:** Typically retained for 90 days
- **Backup Data:** Retained for 30 days in disaster recovery systems
**After Account Deletion:**
- Most data is deleted within 30 days of account termination
- Some data may be retained in encrypted backups for up to 90 days
- We may retain certain information for legal or compliance purposes
You can request deletion of your data by contacting us at privacy@getsagely.co.
8. Your Rights and Choices
8.1 Access and Correction
You have the right to:
- Access the personal information we hold about you
- Correct inaccurate or incomplete information
- Update your account information in the Service settings
8.2 Data Portability
You have the right to:
- Export your data in a machine-readable format
- Use our data export features to download your content
8.3 Deletion
You have the right to:
- Request deletion of your personal information
- Delete your account through the Service settings
- Contact us to request complete data deletion
8.4 Opt-Out Rights
You have the right to:
- Unsubscribe from marketing emails (using the unsubscribe link)
- Disable non-essential cookies in your browser
- Opt out of analytics tracking (contact us for assistance)
8.5 Additional Rights (GDPR/CCPA)
If you are in the EEA, UK, or California, you have additional rights:
- **Right to Object:** Object to processing based on legitimate interests
- **Right to Restrict:** Request restriction of processing in certain circumstances
- **Right to Withdraw Consent:** Withdraw consent for processing at any time
- **Right to Lodge a Complaint:** File a complaint with your local data protection authority
8.6 Exercising Your Rights
To exercise any of these rights, contact us at privacy@getsagely.co. We will respond within 30 days of receipt.
9. Cookies and Tracking Technologies
9.1 Types of Cookies We Use
**Essential Cookies:**
- Required for the Service to function properly
- Enable authentication and security features
- Cannot be disabled without affecting Service functionality
**Preference Cookies:**
- Remember your settings and preferences
- Improve your user experience
- Can be disabled in your browser settings
**Analytics Cookies:**
- Help us understand how users interact with the Service
- Used to improve performance and features
- Can be disabled in your browser settings or by contacting us
9.2 Managing Cookies
You can control cookies through your browser settings. However, disabling essential cookies may prevent you from using certain features of the Service.
9.3 Do Not Track
Some browsers have "Do Not Track" features. We currently do not respond to Do Not Track signals, but we provide other privacy controls as described in this policy.
10. International Data Transfers
Sagely is based in the United States. If you access the Service from outside the United States, your information may be transferred to, stored, and processed in the United States or other countries where our service providers operate.
These countries may have data protection laws different from your jurisdiction. By using the Service, you consent to the transfer of your information to these countries.
**For EEA Users:**
We ensure appropriate safeguards are in place for international transfers, such as:
- Standard Contractual Clauses approved by the European Commission
- Adequacy decisions by the European Commission
- Other legally recognized transfer mechanisms
11. Children's Privacy
Sagely is not intended for use by individuals under the age of 18. We do not knowingly collect personal information from children under 18.
If we become aware that we have collected information from a child under 18, we will take steps to delete that information promptly. If you believe we have collected information from a child, please contact us at privacy@getsagely.co.
12. Third-Party Links
The Service may contain links to third-party websites, services, or integrations. We are not responsible for the privacy practices of these third parties. We encourage you to review their privacy policies before providing any information to them.
13. Email Communications
3.1 Transactional Emails
We send transactional emails necessary for the Service, such as:
- Account verification and password resets
- Ticket notifications and updates
- Billing and payment confirmations
- Security alerts
You cannot opt out of transactional emails while using the Service.
13.2 Marketing Emails
We may send promotional or marketing emails with your consent. You can unsubscribe from marketing emails at any time using the unsubscribe link in the email.
13.3 Email Privacy
We hash email addresses in system logs for privacy protection. We use a secure salt to ensure email addresses cannot be easily reconstructed from logs.
14. California Privacy Rights (CCPA)
If you are a California resident, you have specific rights under the California Consumer Privacy Act (CCPA):
14.1 Right to Know
You have the right to know:
- Categories of personal information we collect
- Purposes for which we use your information
- Categories of third parties with whom we share information
- Specific pieces of personal information we have collected about you
14.2 Right to Delete
You have the right to request deletion of your personal information, subject to certain exceptions.
14.3 Right to Opt-Out
You have the right to opt out of the sale of your personal information. **Note: We do not sell personal information.**
14.4 Right to Non-Discrimination
You have the right not to receive discriminatory treatment for exercising your CCPA rights.
14.5 Exercising CCPA Rights
To exercise these rights, contact us at privacy@getsagely.co or call [Your Phone Number]. We will verify your identity before responding to your request.
**California "Shine the Light" Law:**
California residents may request information about our disclosure of personal information to third parties for direct marketing purposes. Contact us at privacy@getsagely.co for such requests.
15. European Privacy Rights (GDPR)
If you are located in the European Economic Area (EEA), United Kingdom, or Switzerland, you have rights under the General Data Protection Regulation (GDPR):
15.1 Data Controller
Sagely is the data controller for the personal information we process, except where we process data on behalf of our customers (in which case we are a data processor).
15.2 Your GDPR Rights
- **Right of Access:** Obtain confirmation of processing and access to your data
- **Right to Rectification:** Correct inaccurate or incomplete data
- **Right to Erasure:** Request deletion of your data ("right to be forgotten")
- **Right to Restrict Processing:** Limit how we use your data
- **Right to Data Portability:** Receive your data in a portable format
- **Right to Object:** Object to processing based on legitimate interests
- **Right to Withdraw Consent:** Withdraw consent for processing at any time
- **Right to Lodge a Complaint:** File a complaint with your supervisory authority
15.3 Data Protection Officer
For privacy inquiries, contact our Data Protection Officer at dpo@getsagely.co.
15.4 EU Representative
[If required, list your EU representative contact information]
16. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors.
16.1 Notification of Changes
We will notify you of material changes by:
- Posting a notice on our website
- Sending an email to your registered email address
- Displaying a notification in the Service
16.2 Effective Date
The "Last Updated" date at the top of this policy indicates when it was last revised. Changes are effective immediately upon posting unless otherwise stated.
16.3 Continued Use
Your continued use of the Service after changes to this Privacy Policy constitutes acceptance of the updated policy.
17. Contact Us
If you have questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please contact us:
**Email:** privacy@getsagely.co
**Support:** support@getsagely.co
**Address:** 3001 Brighton Blvd, Denver, CO 80216
**Data Protection Officer:** dpo@getsagely.co
**Response Time:** We aim to respond to all privacy inquiries within 30 days.
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By using Sagely, you acknowledge that you have read and understood this Privacy Policy and agree to its terms.