Information We Collect

LiteHelpDesk (“we”, “our”, or “us”) is committed to protecting your privacy and handling personal information responsibly.

This Privacy Policy explains how we collect, use, disclose, store, and protect your personal information when you use the LiteHelpDesk website, platform, embedded support widgets, applications, and related services (“Services”).

By using LiteHelpDesk, you acknowledge that you have read and understood this Privacy Policy.

 

1. Our Commitment to Privacy

LiteHelpDesk complies with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) where applicable.

We are committed to collecting only the information necessary to provide our Services and protecting that information using appropriate technical and organisational safeguards.

 

2. Information We Collect

Depending on how you use LiteHelpDesk, we may collect the following types of information.

Account Information

When you register for an account, we may collect:

• Name

• Business name

• Email address

• Telephone number

• Billing information

• Account credentials

• Subscription details

 

Customer Support Information

When you contact us or use LiteHelpDesk, we may collect:

• Support requests

• Messages

• Attachments

• Chat conversations

• Ticket history

• Feedback

• Communication preferences

 

Knowledge Base Content

If you publish articles or upload documentation, we may store:

• Articles

• FAQs

• Images

• Documents

• AI training content

• Uploaded files

 

Customer Data

If you use LiteHelpDesk to support your own customers, we may process personal information on your behalf, including:

• Customer names

• Email addresses

• Support conversations

• Files and attachments

• Ticket history

• Knowledge Base interactions

You remain the controller of your customer data. LiteHelpDesk processes this information solely to provide the Services.

 

Technical Information

When you access our Services, we may automatically collect information including:

• IP address

• Browser type

• Operating system

• Device information

• Pages visited

• Session information

• Referring website

• Date and time of access

This information helps us improve platform performance, reliability, and security.

 

3. Cookies and Analytics

LiteHelpDesk uses cookies and similar technologies to:

• Keep users signed in

• Remember preferences

• Improve website functionality

• Analyse website traffic

• Enhance security

• Measure product usage

You may disable cookies within your browser settings, although some functionality may not operate correctly.

 

4. How We Use Your Information

We use personal information to:

• Provide our Services

• Create and manage accounts

• Deliver customer support

• Improve our platform

• Secure our systems

• Process subscription payments

• Respond to enquiries

• Communicate product updates

• Monitor platform performance

• Prevent fraud and misuse

• Comply with legal obligations

We only collect information that is reasonably necessary for these purposes.

 

5. AI Services

LiteHelpDesk may integrate with third-party Artificial Intelligence providers, including but not limited to:

• OpenAI

• Anthropic

• Google Gemini

• Microsoft Azure OpenAI

• Other supported providers

Where AI functionality is enabled, support conversations, prompts, or knowledge base content may be transmitted to the selected AI provider to generate responses.

Each AI provider operates under its own privacy policy and terms of service.

Customers using Bring Your Own AI (BYO AI) remain responsible for configuring and managing their chosen provider.

 

6. Disclosure of Personal Information

We may disclose personal information to trusted third parties where necessary to provide our Services, including:

• Cloud hosting providers

• Payment processors

• Email delivery providers

• AI providers

• Infrastructure providers

• Professional advisers

• Government agencies where required by law

We do not sell personal information to advertisers or unrelated third parties.

 

7. Overseas Disclosure

Some of our service providers may be located outside Australia.

Where personal information is transferred overseas, we take reasonable steps to ensure it is handled securely and in accordance with applicable privacy laws.

By using LiteHelpDesk, you acknowledge that some information may be processed outside Australia where required to provide the Services.

 

8. Data Security

Protecting customer information is a priority.

LiteHelpDesk implements appropriate technical and organisational measures designed to protect personal information from:

• Unauthorised access

• Loss

• Misuse

• Interference

• Modification

• Disclosure

Security measures may include:

• HTTPS encryption

• Encrypted storage of sensitive information

• Access controls

• Authentication protections

• Secure infrastructure

• Monitoring and logging

While we take reasonable steps to protect information, no internet transmission or electronic storage system can be guaranteed to be completely secure.

 

9. Data Retention

We retain personal information only for as long as necessary to:

• Provide our Services

• Meet legal obligations

• Resolve disputes

• Enforce our agreements

When information is no longer required, we take reasonable steps to securely delete or de-identify it.

 

10. Your Rights

Subject to applicable law, you may request to:

• Access your personal information

• Correct inaccurate information

• Update your account details

• Request deletion of your personal information

• Withdraw consent where applicable

• Make a complaint regarding privacy

Requests can be made by contacting us using the details below.

 

11. Marketing Communications

From time to time, we may send information relating to:

• Product updates

• New features

• Security notices

• Service announcements

• Marketing communications

You may unsubscribe from marketing communications at any time using the unsubscribe link provided or by contacting us directly.

We will continue to send essential service-related communications where necessary.

 

12. Children’s Privacy

LiteHelpDesk is intended for businesses and individuals aged 18 years or older.

We do not knowingly collect personal information from children.

If we become aware that personal information relating to a child has been collected unintentionally, we will take reasonable steps to remove it.

 

13. Third-Party Websites

Our website and Services may contain links to third-party websites or services.

We are not responsible for the privacy practices or content of those third-party websites.

We encourage you to review their privacy policies before providing personal information.

 

14. Changes to this Privacy Policy

We may update this Privacy Policy from time to time.

The latest version will always be published on our website together with the effective date.

Your continued use of LiteHelpDesk after changes are published constitutes acceptance of the updated Privacy Policy.

 

15. Contact Us

If you have questions about this Privacy Policy, wish to access or correct your personal information, or would like to make a privacy complaint, please contact us.

Privacy Officer

LiteHelpDesk

Email: legal@litehelpdesk.com

Website: www.litehelpdesk.com

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) in accordance with the Privacy Act 1988 (Cth).