Privacy Policy

1. Overview

This Privacy Policy explains how NetZen AI, Inc. collects, uses, shares, and protects information in connection with NetZen AI, including our websites, hosted software, endpoint agent, integrations, support channels, documentation, and related services.

NetZen AI is a business-to-business platform for managed service providers and internal IT teams. Many organizations use NetZen AI to manage IT support, ticketing, endpoint diagnostics, automation, and support interactions for their personnel, customers, clients, or end users. When a customer uses NetZen AI, the customer controls the information it submits to the service and is responsible for providing any notices or permissions required for its users and managed environments.

2. Information we collect

The information we collect depends on how NetZen AI is used and configured. It may include the following categories.

• Account and contact information, such as names, business email addresses, phone numbers, company names, job titles, account credentials, and administrator details.
• Organization and user information, such as customer, client, site, team, agent, end user, role, permission, and directory information.
• Support and ticketing information, such as tickets, ticket metadata, requester details, messages, notes, attachments, categories, priorities, statuses, time entries, service-level information, and conversation history.
• Endpoint and diagnostic information, such as device identifiers, operating system details, application inventory, device health, network status, configuration details, diagnostic results, security signals, logs, and agent activity needed to provide monitoring, troubleshooting, automation, and support features.
• Knowledge and workflow information, such as articles, documents, runbooks, knowledge-base content, embeddings or indexes used for retrieval, workflow configuration, automation settings, and approval settings.
• Integration information, such as connected ticketing systems, communication tools, identity providers, email systems, knowledge-base systems, cloud services, API tokens, OAuth grants, webhook events, and configuration metadata.
• Billing and commercial information, such as plan, subscription, trial, invoice, payment status, and transaction metadata. Payment card or bank details may be processed by payment providers and are not intended to be stored directly by NetZen AI.
• Website and usage information, such as pages visited, forms submitted, device and browser information, IP address, approximate location, analytics events, referral information, cookies, local storage identifiers, and similar technical data.
• Communications with us, such as contact forms, support requests, emails, demos, calls, feedback, and other messages sent to NetZen AI.

3. How we use information

NetZen AI uses information to provide, secure, operate, support, and improve the service and to communicate with customers and users.

• Provide the service, including account access, ticketing, endpoint monitoring, diagnostics, knowledge retrieval, automation, reporting, integrations, and support-channel workflows.
• Process requests and support conversations, including routing, classifying, summarizing, searching, drafting responses, and helping support teams resolve issues.
• Run endpoint diagnostics, health checks, application workflows, and authorized automation requested or configured by customers.
• Maintain security, prevent abuse, troubleshoot issues, investigate errors, enforce terms, and protect customers, users, NetZen AI, and the service.
• Administer subscriptions, trials, billing, customer support, onboarding, notices, product updates, and business communications.
• Analyze service performance, reliability, feature usage, and product quality so we can maintain and improve NetZen AI.
• Comply with law, legal process, contractual obligations, and requests from customers acting as controllers or administrators of their own data.

4. AI and customer data

NetZen AI does not use private information, customer data, support tickets, endpoint data, knowledge-base content, support conversations, or similar customer-provided content to train general AI models or for unrelated purposes.

NetZen AI may process customer data through AI-assisted features to provide the service to that customer. For example, the service may use information from tickets, endpoints, integrations, conversations, or knowledge bases to generate summaries, suggest responses, retrieve relevant articles, identify diagnostics, recommend next steps, automate routine tasks, and support service reliability and safety.

Customers remain responsible for deciding what information they submit to the service, how they configure AI-assisted workflows, and whether human review is required for particular outputs or actions.

5. How we share information

NetZen AI does not sell customer data. We share information only as needed to provide and protect the service, operate our business, comply with legal obligations, or follow customer instructions.

• With service providers that help us host, secure, monitor, support, analyze, communicate, bill, or operate NetZen AI.
• With third-party integrations authorized by the customer, such as ticketing systems, communication platforms, email providers, identity providers, knowledge-base tools, and other connected services.
• With customer administrators and authorized users according to the customer's configuration, roles, permissions, and workflows.
• With professional advisors, auditors, insurers, or legal representatives where reasonably necessary for business, compliance, security, or legal purposes.
• In connection with a business transaction such as a merger, acquisition, financing, reorganization, or sale of assets, subject to appropriate confidentiality protections.
• When required by law, legal process, or government request, or when we believe disclosure is necessary to protect rights, safety, security, or the integrity of the service.

6. Cookies and analytics

Our websites and applications may use cookies, local storage, pixels, analytics tools, and similar technologies to remember preferences, measure usage, improve performance, understand marketing effectiveness, and protect the service.

You may be able to control cookies through your browser settings. If you disable certain technologies, some website or service features may not work as intended.

7. Security

NetZen AI uses administrative, technical, and organizational safeguards designed to protect information. These safeguards may include access controls, encryption, authentication, monitoring, logging, secure development practices, and operational controls.

No system can be guaranteed to be completely secure. Customers are responsible for their own accounts, devices, networks, users, endpoint environments, third-party integrations, permissions, and security configurations.

8. Retention

NetZen AI retains information for as long as reasonably necessary to provide the service, maintain business records, support customers, meet legal and contractual obligations, resolve disputes, prevent abuse, and protect the service.

Retention periods may vary depending on the type of information, customer configuration, service settings, legal requirements, backup schedules, security needs, and whether the information is controlled by a customer. Customers may request deletion or export of customer-controlled data as supported by the service or applicable agreement.

9. Customer-controlled data

When NetZen AI processes information on behalf of a customer, the customer determines what information is submitted, which users and devices are included, which integrations are connected, and how the service is configured. If you are an end user, employee, contractor, or client of a NetZen AI customer, please contact that customer first for questions about information they control.

NetZen AI may assist customers in responding to access, correction, export, deletion, or similar requests, subject to authentication, security, technical feasibility, legal requirements, and applicable agreements.

10. Your privacy rights and choices

Depending on where you live and how you interact with NetZen AI, you may have rights to request access to personal information, correction of inaccurate information, deletion, portability, restriction, objection, or withdrawal of certain permissions.

To make a request, contact us at support@netzenai.com. We may need to verify your identity and determine whether NetZen AI or one of our customers is responsible for responding to the request. Some information may be retained where required or permitted for security, legal, billing, fraud-prevention, backup, or legitimate business purposes.

11. International processing

NetZen AI and our service providers may process and store information in countries other than where customers or users are located. We take steps designed to protect information in accordance with this Privacy Policy and applicable contractual commitments.

12. Children's privacy

NetZen AI is intended for business use and is not directed to children. We do not knowingly collect personal information from children through our websites or services. If you believe a child has provided information to NetZen AI, contact us at support@netzenai.com.

13. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. If changes are material, we will take reasonable steps to provide notice, such as posting the updated policy, updating the effective date, or notifying account administrators.

14. Contact

Questions or requests about this Privacy Policy may be sent to support@netzenai.com.