Privacy notice

This notice describes how Resolivo handles data in the course of running a customer service platform. It covers the marketing website you are reading and the product at https://app.resolivo.com.

The marketing website sets no analytics or advertising cookies, runs no third-party tags and holds no account data. It is static content served from a CDN.

For the people who contact YOUR business — your customers and their contacts — you are the controller and we are the processor. We hold their conversations and case records on your behalf, under the configuration you set.

For the agents and administrators on your team who hold a login, we are the controller of their account data.

Confusing these two is the most common mistake in this category. If one of your customers asks what is held about them, that request goes to you.

Conversations: the messages your customers send you through the channels you connect, with their attachments.

Case data: the type, category, owner, status, timeline, internal actions, commitments and resolution.

Customer context: identity, entitlement, service history, preferences and health — much of it referenced from systems you connect rather than stored here.

Whatever your customers choose to disclose. People routinely include financial, legal and occasionally health information while explaining a problem, which is why cases can be marked sensitive and handled accordingly.

It does not sell data, share it between customer accounts, or use one organization's conversations to improve another's.

It does not use your conversations, customer records or knowledge to train models made available outside your account. That is a contractual commitment, not a preference.

It does not monitor your team. No keystroke tracking, no time-online, no idle detection and no hidden per-person scoring exist in the product.

It does not characterise your customers. No product output describes an individual as difficult or unreasonable, and none produces a score to that effect.

It does not make you compliant with anything. No configuration of any software does that.

Where a capability depends on a visitor's or customer's consent — behavioural session context in particular — that consent state is read from your consent system rather than assumed or recorded here. An absent state is treated as a refusal.

Retention is set per category: resolved cases, complaints, sensitive cases and conversation content can each carry their own period, because the obligations genuinely differ. Support archives otherwise grow indefinitely by default, which is itself a risk.

When a period expires the record is presented for deletion or extension by a named person. Records under a legal hold are retained regardless, and the hold is visible and attributed.

Write to [email protected] with any question about this notice.

If you contacted a company that uses Resolivo and want to know what they hold about you, ask them. They are the controller of that data and we cannot disclose it to you on their behalf.