1. Who we are
This website, voipsupportpro.com (the "Site"), is operated by VoIP SupportPro ("VoIP Support Pro", "we", "us", or "our"). We provide outsourced, white-label NetSapiens® support services to managed service providers (MSPs), resellers, and telecom providers.
For the purposes of applicable data protection laws, VoIP Support Pro is the "controller" of the personal information we collect about visitors to this Site and people who contact us, and we are responsible for that information.
Questions about your privacy? Email us at support@voipsupportpro.com or call +1 818 732 8277. Our postal address is [insert your registered business address].
2. Scope of this policy
This policy covers personal information we handle as a controller in connection with the Site — for example, when you browse our pages, submit our contact form, start a live chat, or email or call us.
It does not cover personal information we process on behalf of our clients while delivering white-label support services (for example, your customers' tickets, account records, or billing data within a client's VoIP platform). When we handle that information, we act as a "processor" or "service provider" under the data processing terms in our master services agreement and/or data processing addendum (DPA) with that client. Our clients are the controllers of that data, and their own privacy notices govern it.
3. Information we collect
3.1 Information you give us
When you use our contact form, request an assessment, start a chat, or contact us by email or phone, you may provide:
- Identity and contact details — your name, work email address, company name, and phone number.
- Enquiry details — your NetSapiens® deployment type and the message or support need you describe, including any information you choose to include.
- Communications — the content of emails, chat messages, and call notes when you contact us.
3.2 Information we collect automatically
When you visit the Site, certain information is collected automatically by us or our service providers:
- Device and connection data — IP address, browser type and version, operating system, referring pages, and similar technical details.
- Usage data — pages viewed, links clicked, and the dates and times of your visit.
- Cookies and similar technologies — see the Cookies section below.
We do not intentionally collect special-category data (such as health, race, or religion) or government identifiers through this Site. Please do not include such information in your messages to us.
4. How we use your information
We use personal information to:
- respond to your enquiries and provide the assessment, information, or support you request;
- set up, manage, and deliver our services to you or the organization you represent;
- operate, maintain, secure, and improve the Site and our services;
- communicate with you about your enquiry, account, or service matters;
- send you marketing about our services where you have consented or where otherwise permitted by law (you can opt out at any time);
- detect, prevent, and address fraud, abuse, security issues, and technical problems; and
- comply with our legal obligations and enforce our agreements.
5. Legal bases for processing (EEA/UK)
If you are in the European Economic Area or the United Kingdom, we rely on one or more of the following legal bases when we process your personal information:
- Performance of a contract — to take steps at your request before entering into a contract and to provide our services.
- Legitimate interests — to operate and secure our Site, respond to enquiries, and grow our business, provided your interests and rights do not override those interests.
- Consent — for non-essential cookies and certain marketing communications. You may withdraw consent at any time.
- Legal obligation — where we must process information to comply with the law.
6. Cookies and similar technologies
We and our service providers use cookies and similar technologies (such as local storage) to make the Site work, remember your preferences, and understand how the Site is used. The categories we use are:
| Category | Purpose | Examples |
|---|---|---|
| Essential | Required for the Site to function and to remember basic preferences such as your light/dark theme. These cannot be switched off in our systems. | Theme preference (stored in your browser), security and load-balancing. |
| Functional | Enable enhanced features such as live chat. | Tawk.to live chat widget. |
| Analytics | Help us understand Site usage so we can improve it (used only where enabled and, where required, with your consent). | Aggregated usage and performance measurement. |
You can control cookies through your browser settings and delete cookies already stored. Blocking some cookies may affect how the Site works. Where required by law, we request your consent before setting non-essential cookies.
7. How we share your information
We do not sell your personal information. We share it only in the following circumstances:
- Service providers (processors). We use trusted third parties to operate the Site and our business. They process personal information only on our instructions and under appropriate contracts. These currently include:
- Tawk.to — live chat on the Site. See tawk.to privacy policy.
- Google LLC — our contact form submissions are transmitted to and processed using Google services (Google Apps Script / Google Workspace). See Google privacy policy.
- Cloudflare, Inc. — website hosting, content delivery, and security. See Cloudflare privacy policy.
- Professional advisers — such as lawyers, accountants, and auditors, where necessary.
- Legal and safety reasons — where we believe disclosure is required to comply with the law, respond to lawful requests, enforce our agreements, or protect the rights, property, or safety of any person.
- Business transfers — in connection with a merger, acquisition, financing, or sale of assets, your information may be transferred as part of that transaction, subject to this policy.
8. International data transfers
We are based in the United States, and our service providers may process personal information in the United States and other countries. These countries may have data protection laws that differ from those in your country. Where we transfer personal information out of the EEA or the UK, we rely on appropriate safeguards such as the European Commission's Standard Contractual Clauses (and the UK Addendum) or another lawful transfer mechanism. You may contact us for more information about these safeguards.
9. Data retention
We keep personal information only for as long as necessary for the purposes set out in this policy, including to respond to your enquiry, provide our services, and meet legal, accounting, or reporting requirements. When information is no longer needed, we delete it or anonymize it.
- Enquiry and contact-form data: retained for [e.g. 24 months] after our last contact, unless you become a client.
- Client and contractual records: retained for the duration of the relationship and for [e.g. up to 7 years] afterward as required by law.
- Chat transcripts: retained per our chat provider's settings, typically [insert period].
10. Data security
We maintain technical and organizational measures designed to protect personal information against unauthorized access, loss, misuse, or alteration. These include encryption in transit (TLS), access controls, and limiting access to personal information to those who need it. No method of transmission or storage is completely secure, so we cannot guarantee absolute security. If we become aware of a personal data breach, we will notify affected individuals and regulators where required by law.
11. Your privacy rights
11.1 EEA and UK residents (GDPR)
Subject to applicable law, you have the right to: access your personal information; correct inaccurate information; request erasure; restrict or object to certain processing; data portability; and withdraw consent at any time (without affecting prior processing). You also have the right to lodge a complaint with your local data protection authority.
11.2 California residents (CCPA/CPRA)
If you are a California resident, you have the right to: know the categories and specific pieces of personal information we collect, use, and disclose; request deletion of your personal information; correct inaccurate personal information; and not be discriminated against for exercising your rights. We do not sell or "share" (for cross-context behavioral advertising) your personal information, and we do not knowingly process the sensitive personal information of California residents through this Site for purposes that would require an opt-out. You may use an authorized agent to submit a request on your behalf.
11.3 Other regions
Depending on where you live, you may have similar rights under your local privacy laws. Contact us and we will respond in accordance with applicable law.
12. How to exercise your rights
To make a request, email support@voipsupportpro.com with the details of your request. We may need to verify your identity before acting, and we will respond within the timeframe required by applicable law. There is normally no fee, although we may charge a reasonable fee or decline a request that is manifestly unfounded or excessive, as permitted by law.
13. Children's privacy
This Site and our services are intended for businesses and are not directed to children. We do not knowingly collect personal information from children under 16. If you believe a child has provided us with personal information, please contact us and we will delete it.
14. Third-party links
The Site may link to third-party websites and services (for example, our LinkedIn page) that we do not control. This policy does not apply to those sites, and we are not responsible for their content or privacy practices. Please review the privacy policies of any third-party sites you visit.
15. Do Not Track
Some browsers offer a "Do Not Track" (DNT) signal. Because there is no common industry standard for responding to DNT signals, the Site does not currently respond to them. We will update this section if that changes.
16. Changes to this policy
We may update this policy from time to time to reflect changes in our practices, technology, or legal requirements. When we make material changes, we will update the "Last updated" date above and, where appropriate, provide additional notice. Please review this page periodically.
17. Contact us
If you have questions about this policy or how we handle your personal information, contact us:
- Email: support@voipsupportpro.com
- Phone: +1 818 732 8277
[If you have customers in the EEA or UK and are required to appoint a representative under Article 27 of the GDPR/UK GDPR, add their name and contact details here.]