VideoSupport Privacy Policy

1. Introduction

VideoSupport LLC, a limited liability company ("VideoSupport," "we," "our," or "us"), provides video customer-support software. This policy explains how we collect, use, store, share and protect personal data on videosupport.io, app.videosupport.io, our recording pages, our API and MCP server, and our integrations (together, the "Services"). It also covers Google user data.

2. Our Role

We play two different roles depending on whose data it is:

• Website visitors and account holdersWhen you browse our website, sign up, or use our dashboard, we decide how your data is used. We are the "controller" under the GDPR and a "business" under California law.
• People who record videos for our customersWhen a company that uses VideoSupport (our "Customer") asks you to record a video, that company decides why the recording is made and what happens to it. The Customer is the controller, and we are its "processor" or "service provider." We handle those recordings only on the Customer's instructions, under our Data Processing Agreement (DPA).

If you recorded a video for a company, please contact that company first with questions about your data. We will help them respond.

3. Information We Collect

We may collect the following types of information:

• Account and Billing InformationYour name, work email, phone number, company, role, sign-in details, and billing information. Payments are handled by our payment processor. We do not store full card numbers.
• Camera Video and ImagesVideo from the front or back camera of the device you record with. This may show your face, your surroundings, other people nearby, and the products or devices you are asking about.
• AudioMicrophone audio during a recording, including your voice and the voices of anyone nearby.
• Screen RecordingsWhatever is visible on your screen while you share it, including any personal information shown there.
• Console and Network DataWhen you record your screen, browser console logs and network request data may be attached to help diagnose technical issues. We filter these to mask passwords, tokens, payment card numbers and similar fields before storage.
• Recording DetailsYour name, email or message if you enter them on the recording page; device, browser and operating system; IP address; language; approximate location derived from IP; and timestamps. If you scan a QR code to switch devices mid-recording, we link the two sessions to the same recording.
• Information We Generate from RecordingsTranscripts and translations, detected device and issue labels (for example "Router" or "Likely issue: network setup"), structured detection summaries, and AI-drafted support answers.
• Customer Knowledge SourcesDocumentation URLs, PDF files and past tickets or transcripts that a Customer provides so our AI can answer from them. These may contain personal data the Customer chose to include.
• Integration DataWhen a Customer connects HubSpot, Intercom, Zendesk, Crisp, Monday.com or another platform, we access the ticket, contact and conversation data needed to send recording requests and post recordings, transcripts and summaries back.
• Google User DataInformation obtained through your interaction with Google services when you connect them, such as Google account details, Google Drive files, and Google Calendar events.
• Usage and Technical DataHow you use our website and dashboard, the features you use, log data, and information collected by cookies (see Section 10).

4. How We Use Your Information

We use the information we collect for the following purposes, on the legal bases shown (for people in the EEA, UK and Switzerland):

We use Google user data only to authenticate your identity and enable the calendar and file workflows you choose. Our use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements. We do not use Google user data to train AI models or for advertising.

5. AI Features and Connected Agents

VideoSupport uses Claude by Anthropic and Deepgram to power its built-in AI features: transcription, visual detection, likely-issue hints and drafted answers. These providers process recordings on our behalf and are listed in Section 6.

AI outputs are suggestions to help support teams. They are not final decisions about anyone, and a human can always review or take over a case.

Customers on some plans can connect their own AI agents through our MCP server (mcp.videosupport.io), API or webhooks. When they do, recordings, transcripts and triage summaries are sent to the agent and systems the Customer chooses. Those agents and systems are controlled by the Customer, not by us, and are governed by the Customer's own privacy practices. Every agent action is logged on the ticket.

6. Information Sharing and Disclosure

We do not sell your personal information. We share it only in the following cases:

• The Customer You Recorded ForRecordings and related information go to the Customer that requested them, and to the helpdesk, CRM, agents and endpoints that Customer has connected.
• Service Providers (Subprocessors)Trusted providers that help us run the Services, bound by written data protection terms. They are listed below.
• Legal RequirementsWhen required by law or a valid request from public authorities, or to protect the rights, safety and security of our users, the public or VideoSupport.
• Business TransfersTo a successor in a merger, acquisition or sale of assets, which must continue to protect your information under this policy.
• Google User DataWe do not share Google user data beyond the processing needed to provide the features you use, and we follow Google's data use and sharing policies.

Subprocessors

We will give Customers at least 30 days' notice before adding or replacing a subprocessor that handles recordings. Platforms a Customer connects itself, such as HubSpot, Intercom, Zendesk, Crisp, Monday.com or the Customer's own AI agent, are chosen by the Customer and are not our subprocessors.

7. Public Links, API and Webhooks

Customers can create public recording links and receive recordings through our API and webhooks. A webhook sends the recording URL, thumbnail and metadata to an endpoint the Customer controls. Anyone with a public recording or viewing link may be able to open it, so Customers should share links only with intended recipients. API access uses per-workspace keys that Customers must keep secret.

8. Data Retention

When a Customer deletes a recording or closes its account, we delete the related recordings, transcripts and generated information within 30 days, except where the law requires us to keep them. Account information and other records follow the retention periods above.

9. Data Security

We encrypt data in transit (TLS) and at rest, limit access to staff who need it, and log access. We mask sensitive fields in console and network data. No method of transmission over the internet or electronic storage is 100% secure. If a breach affects your information, we will notify Customers and, where required, regulators and affected people as the law requires.

10. Cookies

Our website uses essential cookies to work and, only if you allow them, analytics cookies to understand site usage and advertising cookies to show relevant ads. You can change your choice anytime using "Manage" in the cookie banner. Recording pages use only essential cookies. We treat a Global Privacy Control signal as an opt-out of advertising cookies.

11. International Transfers

VideoSupport is based in the United States, and our subprocessors may process data in the United States and other countries. When we transfer personal data from the EEA, UK or Switzerland, we rely on the European Commission's Standard Contractual Clauses (with the UK Addendum where applicable) or another lawful transfer mechanism.

12. Your Rights

Depending on where you live, you may have the right to:

• Access, correct or delete your personal information
• Receive a copy of your information in a portable format
• Object to or restrict certain processing
• Withdraw consent at any time, where we rely on consent
• Opt out of the "sale" or "sharing" of personal information, or of targeted advertising
• Complain to your local data protection authority

To use any of these rights, email hello@videosupport.io. We will verify your request and respond within 30 days (45 days for California requests). If your information came from a recording you made for one of our Customers, we will pass your request to that Customer. You may use an authorized agent, and we will not treat you differently for exercising your rights.

In the past 12 months we collected identifiers, internet or network activity, audio and visual information, approximate geolocation, professional information, and commercial information, for the purposes in Section 4, from the sources described in Section 3. We do not sell personal information. Advertising cookies on our website may count as "sharing" under California law; you can opt out by selecting "Reject Non-Essential" in the cookie banner or by using Global Privacy Control.

13. Children

The Services are built for businesses and are not directed to children under 16. We do not knowingly collect children's information. If we learn we have, we delete it. Customers must not ask children to submit recordings.

14. Changes to This Privacy Policy

We may update this policy from time to time. Changes will be posted on this page with an updated effective date. For material changes, we will notify account holders by email at least 30 days before they take effect.

15. Contact Us

If you have questions about this policy or your information, contact us:

VideoSupport LLC
hello@videosupport.io