Casso

Privacy Policy

Last updated: November 25, 2024

1. Introduction

Auditech Consulting LLC, doing business as Casso ("Casso," "we," "us," or "our"), respects your privacy and is committed to protecting your personal data. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our customer support ticketing platform (the "Service").

By using the Service, you consent to the data practices described in this Privacy Policy. If you do not agree with this Privacy Policy, please do not use our Service.

2. Information We Collect

2.1 Account Information

When you create an account, we collect:

  • Name (first and last name)
  • Email address
  • Password (stored securely using encryption)
  • Phone number (optional)
  • Company/organization name
  • Profile picture (optional)

2.2 Ticket and Communication Data

To provide our ticketing service, we process:

  • Email content forwarded to the Service (subject, body, sender)
  • Ticket details (subject, description, status, priority)
  • Comments and replies on tickets
  • File attachments uploaded to tickets
  • Email metadata (message IDs, timestamps, headers)

2.3 Usage and Activity Data

We automatically collect:

  • Sign-in and sign-out activity
  • IP addresses
  • Browser type and version
  • Pages visited and features used
  • Actions taken (ticket creation, assignment changes, etc.)

2.4 Payment Information

When you subscribe to our Service, payment processing is handled by Stripe. We do not store your full credit card number. We receive and store:

  • Last four digits of your payment card
  • Card type and expiration date
  • Billing address
  • Payment history and invoice records

2.5 Customer Satisfaction Data

When customers complete satisfaction surveys, we collect:

  • Satisfaction ratings
  • Optional feedback comments

3. How We Use Your Information

We use the information we collect to:

  • Provide, maintain, and improve the Service
  • Process and manage support tickets
  • Facilitate team collaboration and ticket assignment
  • Send transactional emails (ticket updates, password resets)
  • Process payments and manage subscriptions
  • Provide AI-powered features (ticket analysis, suggestions)
  • Generate reports and analytics
  • Ensure security and prevent fraud
  • Comply with legal obligations
  • Respond to your inquiries and support requests

4. AI-Powered Features

Our Service uses artificial intelligence to provide enhanced features including:

  • Automatic ticket categorization and routing suggestions
  • Assignee recommendations based on ticket content
  • Ticket summarization
  • Work type classification

To provide these features, ticket content may be processed by third-party AI services. This processing is done securely and in accordance with our data protection practices.

5. Third-Party Services

We use the following third-party services to operate our platform:

  • Stripe: Payment processing and subscription management
  • Mailgun: Email receiving and delivery
  • Anthropic (Claude AI): AI-powered ticket analysis
  • Linode Object Storage: Secure file storage for attachments
  • Google/GitHub: OAuth authentication (optional)

Each third-party service has its own privacy policy governing their use of your data.

6. Data Sharing and Disclosure

We do not sell your personal information. We may share your information in the following circumstances:

  • Service Providers: With third-party vendors who assist in operating our Service (as described above)
  • Within Your Organization: With other members of your organization as necessary to use the Service
  • Legal Requirements: When required by law or to respond to legal process
  • Protection of Rights: To protect our rights, privacy, safety, or property
  • Business Transfers: In connection with a merger, acquisition, or sale of assets

7. Data Retention

We retain your data for as long as your account is active or as needed to provide you with the Service. Specifically:

  • Account data: Retained until you delete your account
  • Tickets and communications: Retained until deleted by your organization
  • Activity logs: Retained for security and compliance purposes
  • Payment records: Retained as required for accounting and legal compliance

After account deletion, we may retain certain information as required by law or for legitimate business purposes.

8. Data Security

We implement appropriate technical and organizational measures to protect your data, including:

  • Encryption of data in transit (HTTPS/TLS)
  • Secure password hashing using industry-standard algorithms
  • Role-based access controls
  • Multi-tenant data isolation
  • Regular security assessments
  • Activity logging for audit purposes

While we strive to protect your data, no method of transmission over the Internet or electronic storage is 100% secure.

9. Cookies and Tracking

We use cookies and similar technologies to:

  • Maintain your session and authentication state
  • Remember your preferences
  • Analyze Service usage

You can control cookies through your browser settings. Disabling cookies may affect the functionality of the Service.

10. Your Rights

Depending on your location, you may have the following rights regarding your personal data:

  • Access: Request a copy of your personal data
  • Correction: Request correction of inaccurate data
  • Deletion: Request deletion of your personal data
  • Export: Request a portable copy of your data
  • Objection: Object to certain processing of your data

To exercise these rights, please contact us at support@casso.app.

11. Children's Privacy

The Service is not intended for children under 18 years of age. We do not knowingly collect personal information from children. If you believe we have collected information from a child, please contact us immediately.

12. International Data Transfers

Your data may be transferred to and processed in the United States, where our servers and service providers are located. By using the Service, you consent to such transfers.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by posting the updated policy on our website and updating the "Last updated" date. Your continued use of the Service after changes become effective constitutes acceptance of the revised policy.

14. Contact Us

If you have any questions about this Privacy Policy or our data practices, please contact us at:

Email: support@casso.app

Company: Auditech Consulting LLC (DBA Casso)

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