Privacy policy

This is the privacy policy for Quality Unit. Our homepage on the Web is located at https://www.qualityunit.com .

If you have any questions about this policy, please contact us.

Data Collection and Policy

Quality Unit cares about your privacy, so we follow The Platform for Privacy Preferences Project, or P3P practices. P3P was designed to give web users more precise control of the kind of information that they want to allow to be released.

Quality Unit reserves the right to access any or all your accounts in order to respond to your requests for technical support. We shall maintain appropriate administrative, physical and technical safeguards for protection of the security, confidentiality and integrity of your data. We will not disclose your data except if compelled by law or if permitted by you.

Data Archival/Removal Policy

You can request deletion of your data any time by mail to support@liveagent.com . LiveAgent application allows you to delete all sensitive data about your customers upon their request directly in LiveAgent application by deleting all tickets and contact data related to your customer. Additionally every LiveAgent account owner has full control over his account and can request to be deleted any time by mail to support@liveagent.com .

Liveagent cloud has also automatic procedures for deleting suspended accounts to make sure we don’t store permanently your data after you decide to stop using our services. If you have any questions, you can contact us at info@liveagent.com

Data Retention Policy

We store customers data for the time of using our services or until they request to delete their data. Terminated accounts are deleted automatically from our cloud within next 30 days. From this point we don’t have any active data in LiveAgent cloud, we store for another 30 days just cold backup of database. Once backup expires, we don’t store any data from your account anymore.

Data Deletion Requests (including Facebook, Messenger, Instagram and WhatsApp users)

This section applies to every person whose data is processed by LiveAgent, regardless of the country or region in which they live.

If you contacted a business that uses LiveAgent

Businesses use LiveAgent to manage conversations with their customers, including conversations started through Facebook, Messenger, Instagram and WhatsApp. When you contact such a business through these channels, LiveAgent stores, on behalf of that business, the data received from the platform: your name, username, platform user ID or phone number, profile picture, and the content and attachments of your messages, comments and posts.

For this data, the business you contacted is the data controller and Quality Unit acts as its data processor. You can request that this data be deleted in either of these ways:

1. Contact the business directly and ask it to delete your conversations and contact details. Businesses can delete this data directly in LiveAgent.
2. Email us at privacy@liveagent.com with the subject “Data deletion request”. Please include:
   • the name or link of the Facebook page, the Instagram account or the WhatsApp number you contacted, and
   • your profile name, username or phone number, so that we can identify your data.

We will confirm receipt of your request, identify the business concerned, and forward the request to it without undue delay. We will then delete your data as the business instructs, and will inform you of the outcome within 30 days of receiving your request.

If you are a LiveAgent account owner or page administrator

• You can delete individual contacts, conversations and tickets directly in LiveAgent at any time.
• You can disconnect your Facebook page, Instagram account or WhatsApp number in LiveAgent. The access tokens we hold for it are deleted when you do. You can also remove LiveAgent’s access from your Facebook settings (Settings & Privacy → Settings → Business Integrations).
• You can request deletion of your entire LiveAgent account at any time by emailing support@liveagent.com . All data in the account, including data received from Facebook, Instagram and WhatsApp, is deleted within 30 days of the account being terminated. Backup copies are deleted within a further 30 days.

Exceptions

Data may be retained after a deletion request only where the business or Quality Unit is required to keep it by applicable law, or where it is necessary to fulfil an order or contract with you or to establish, exercise or defend a specific legal claim. Such data is kept only for as long as that purpose requires and is then deleted. If a deletion request is refused in whole or in part, you will be told why.

Copies held outside LiveAgent

Deletion in LiveAgent covers the data stored in LiveAgent. Copies that the business has kept outside LiveAgent, for example exports, screenshots or data held in its other systems, are the business’s responsibility. Please contact the business directly about them.

P3P Data Groups

P3P policies declare the data they collect in groups (also referred to as ‘statements"). Our policy contains 4 data groups. The data practices of each group will be outlined separately as follows:

Group “Access Log Information”

Quality Unit is collecting anonymous data about user behavior when using our software solutions. We are monitoring these data to improve our product and prevent bugs & unplanned outages.

We collect the following information:

• Click-stream data
• Account usage data
• HTTP protocol elements

This data will be used for the following purposes:

• Completion and support of the current activity
• Web site and system administration
• Research and development
• Improvement of our products & services

This data will be used solely by Quality Unit, and its agents.

Group “Cookies”

We collect the following information:

• HTTP cookies
• Flash Cookies

This data will be used for the following purposes:

• Research and development
• One-time tailoring

This data will be used solely by Quality Unit, and its agents. Cookies are used to track visitors to our site, so we can better understand what portions of our site best serve you. We also use cookies to allow our server to maintain information about the contents of your shopping cart.

Group “Transaction Information” (Required)

We collect the following information:

• Physical contact information
• Online contact information
• Demographic data
• Purchase information

This data will be used for the following purposes:

• Completion and support of the current activity
• Research and development

This data will be used solely by Quality Unit and its agents. In addition, the following types of entities will receive this information:

• Delivery services

The following explanation is provided for why this data is collected:

• Information we collect in order to process your purchase.

Cookies and tracking technologies

What are cookies

Cookies are small text files stored in your browser when you visit a website. We use cookies and similar tracking technologies to operate our website, measure the effectiveness of our marketing campaigns, and improve your experience.

Cookie categories we use

Managing your preferences

You can manage your cookie preferences at any time:

• On your first visit via the cookie consent banner
• At any time via the “Cookie settings” link in the website footer
• By adjusting your browser settings (note: this may affect website functionality)

Withdrawing consent does not affect the lawfulness of processing based on consent before its withdrawal.

Server-side tracking and analytics

In addition to browser-based cookies, Quality Unit uses server-side tracking infrastructure to collect analytics and attribution data. This processing occurs on Quality Unit’s servers before being forwarded to authorised analytics and advertising platforms. Data is stored in a data warehouse for internal analytics purposes and is subject to the same consent controls as browser-based tracking where applicable.

Enhanced conversions — hashed email transmission

When you register for a free trial or complete a purchase, Quality Unit may transmit your email address in hashed (SHA-256 encrypted) form to Google LLC and Meta Platforms, Inc. for advertising measurement purposes. The hashing process is one-way — the original email address cannot be reconstructed. This data is used solely for conversion measurement. The legal basis is Quality Unit’s legitimate interest in measuring marketing effectiveness.

Third-party processors involved in tracking

Geographic scope of consent requirements

Analytics and attribution data retention

Data collected via Google Analytics is retained for 14 months from the date of collection, in accordance with Google Analytics default retention settings. Data stored in Quality Unit’s data warehouse for internal attribution purposes is retained for no longer than necessary for the purposes for which it was collected, subject to legal counsel confirmation. Hashed email data transmitted for Enhanced Conversions purposes is subject to the data retention policies of Google LLC and Meta Platforms, Inc. and is not stored by Quality Unit beyond the transmission event.

Your Privacy Choices (US residents)

If you are a resident of California or another US state with applicable privacy legislation, you have the right to opt out of the sale or sharing of your personal data for cross-contextual behavioural advertising purposes. To exercise this right, use the “Your Privacy Choices” link available in the website footer, or contact us at privacy@liveagent.com .