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Legal

Privacy Policy for Support Channels

AmityLabs Cloud

This is a courtesy translation. The Spanish version prevails in case of discrepancy. Read the Spanish version.

1. Contact the controller of your data

You can ask about your personal data, request its correction or request its permanent deletion without needing an active client account on our platform.

  • Official privacy channel: [email protected] (or through a ticket in our client portal).
  • Regulatory framework: Law No. 19.628 on the Protection of Private Life (Republic of Chile).

2. Controller and scope

AmityLabs Cloud (hereinafter, “the Company” or “the Provider”) is the controller of the data handled through our internal messaging and technical support platforms.

This policy governs the processing of communications and conversations held through our integrated support channels:

  • Direct messaging on social networks (the official AmityLabs Cloud Facebook Messenger and Instagram Direct accounts).
  • Official WhatsApp Business line / messaging API.
  • Internal ticket system and web chat for technical and sales support.

3. Data we process

When you interact with our support and sales channels, we collect and process:

  • Messaging information: The content of your messages, our replies, dates, timestamps and the unified user, conversation and message identifiers provided by the source platforms.
  • Profile data: Display name, username and public profile data authorized by the relevant messaging platform (Meta / WhatsApp).
  • Internal management: Assignment of the case to the relevant team (support, billing, networking), internal follow-up notes and a record of the agent who handled the inquiry.
  • Attachments: Images, screenshots, configuration files, logs, audio messages or supported documents you send us so we can diagnose or resolve a technical inquiry. On WhatsApp we also process the originating phone number.
  • Formal contact details: If you request a quote, a formal ticket or the activation of a service, we may ask for your first name, last name, email address and RUT/tax ID to link your request in our panel.

Security notice: Sending root passwords, private SSH keys, credit card numbers or two-factor authentication (2FA) codes through these messaging channels is strictly prohibited. Our staff does not require this information.

4. Purposes of processing

We process the data collected for the sole purpose of:

  • Answering and resolving your sales, technical and administrative questions.
  • Maintaining the traceability, history and continuity of technical support cases.
  • Coordinating escalation and internal assignment among our operators and infrastructure specialists.

AmityLabs Cloud does not sell, rent or transfer contact databases to third parties. Our integrations respond only to conversations started by the user; these permissions are not used to send unauthorized advertising or intrusive mass campaigns.

5. Access, infrastructure and third parties

  • Private cloud environment: Conversations and attachments are processed and stored on private instances and storage volumes controlled by AmityLabs Cloud, under strict access control lists (ACLs), encryption and restrictions that limit access to authorized staff only.
  • Upstream messaging providers: Communication via Facebook, Instagram and WhatsApp takes place through the official APIs of Meta Platforms, Inc., so data transmission is also subject to the policies and terms of use of those platforms.

6. Retention and deletion of history

  • Messages deleted at the source: When the source platforms (Meta) notify us that a user has unsent or deleted a message, our system syncs the request, removing the content and deleting the attachments from our active storage.
  • History retention: We keep support history for as long as needed to maintain the technical and operational continuity of the contracted services or to substantiate incident resolutions.
  • Deletion and anonymization: We honor valid requests for deletion or withdrawal of consent by deleting or dissociating (anonymizing) the corresponding records, except where legal, tax or contractual provisions require their restricted retention for defined periods.

7. Exercising your rights

To find out which of your personal data we hold, request corrections to outdated information or ask for your messaging history to be deleted, you can email [email protected] including:

  1. Your full name and contact email.
  2. The conversation identifier (phone number on WhatsApp or username on Instagram/Facebook).
  3. A brief description of the request (access, correction or deletion).