Privacy Policy

Last Updated: 6 May 2025

Increasebrand OÜ ("we", "us", or "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use the ProServiceDesk Agent App, Customer App, and our website https://proservicedesk.com.

By accessing or using our services, you agree to the terms of this Privacy Policy.

1. Who We Are

We are the data controller for users of the ProServiceDesk platform unless otherwise specified (e.g., when a Manufacturer is the primary controller for Customer data).

2. Information We Collect

We may collect and process the following types of personal data:

a. Information You Provide

• Name, email address, and contact information
• Login credentials
• Messages exchanged via the platform
• Voice call data, including optional call recordings (where enabled)
• Company or manufacturer affiliation (for Agents and Manufacturers)

b. Automatically Collected Information

• Device type, operating system, browser type
• IP address and usage logs
• App crash data and diagnostics

3. Use of Your Information

We use your data to:

• Provide and maintain the ProServiceDesk platform
• Facilitate communication between Customers and Agents
• Enable optional call recording features
• Monitor service usage and improve performance
• Provide customer support
• Ensure platform security and prevent misuse

4. Call Recordings

Manufacturers may enable the recording of voice calls between Customers and Agents for training, compliance, or quality assurance purposes.

By using the app, you acknowledge and consent that:

• Calls may be recorded depending on the manufacturer's settings
• Recordings will be stored securely and made accessible only to authorized personnel
• You may contact the manufacturer or support to request access or deletion, where applicable

5. Legal Basis for Processing

We process your personal data on the following legal bases under the GDPR:

• Your consent (e.g. for call recording, app permissions)
• Performance of a contract (i.e., service delivery)
• Legitimate interests (e.g. system security, support)
• Compliance with legal obligations

6. Data Sharing

We may share data with:

• Manufacturers and their authorized agents: for providing support
• Service providers: hosting, analytics, or communications tools
• Authorities: where required by law or legal proceedings

We do not sell or rent your data to third parties.

7. Data Retention

We retain your data only for as long as necessary to fulfill the purposes for which it was collected, or to comply with legal, regulatory, or contractual obligations.

Call recordings (if enabled) may be retained for a duration defined by the manufacturer.

8. Data Security

We implement appropriate technical and organizational measures to safeguard your personal data. However, no method of transmission or storage is completely secure, and we cannot guarantee absolute security.

9. International Data Transfers

Data may be stored or processed in jurisdictions outside your country of residence, including the European Economic Area (EEA). When we transfer data internationally, we ensure appropriate safeguards are in place.

10. Your Rights

Under the General Data Protection Regulation (GDPR), you have the right to:

• Access your data
• Correct inaccurate or incomplete data
• Delete your data (right to be forgotten)
• Restrict or object to data processing
• Data portability
• Withdraw consent at any time

To exercise your rights, contact us at [Insert Contact Email].

11. Children's Privacy

ProServiceDesk is not intended for use by children under the age of 16. We do not knowingly collect personal data from children.

12. Changes to This Policy

We may update this Privacy Policy from time to time. Changes will be posted on our website with the new effective date. Continued use of the services after any changes constitutes your acceptance of the updated policy.

13. Contact Us

For questions or data rights requests, contact: