Supportech AI Privacy Policy
1. Who we are and what the app does
Supportech Incorporated ("Supportech", "we", "us"), a Florida corporation headquartered at 1625 SE 13th Ter, Cape Coral, FL 33990, provides 24/7 remote CCTV monitoring for retail stores. Supportech AI is the app through which the owner of a monitored store — and the managers and partners the owner authorizes — receives incident reports from our monitoring team, views the related image or short video clip, and replies to the operator. Supportech captains (our own supervisory staff) use the same app to review and forward reports.
The app is offered to business customers of Supportech. It is not directed to children and we do not knowingly collect information from anyone under 18.
2. Information we collect
| Category | What | Source |
|---|---|---|
| Account details | Your name, username, a password we store only as a salted hash, and optionally a phone number and email address. | Created by Supportech or by your store owner when your login is issued. |
| Store access list | Which stores your login may see reports for. | Set by Supportech or your store owner. |
| Incident reports | The report text written by our operator, the report category (for example "Shoplifting", "Cash register event", "Delivery"), the store and time, and a still image and/or a short video clip (up to about 60 seconds) taken from the store's own security cameras, which may show customers, staff and visitors on the store premises. | Captured by Supportech operators from the monitored store's camera system on behalf of the store. |
| Replies and receipts | Messages you send to the operator through the app, and the time a report was first opened on your account. | You. |
| Notification token | A device push token (Apple Push Notification service, Firebase Cloud Messaging, or a Web Push subscription) so we can alert your device when a report arrives. | Your device, when you enable notifications. |
| Sign-in and security records | Sign-in times, IP address, device/browser type, and a record of administrative actions on your login (for example a password reset). | Collected automatically. |
The app does not access your contacts, photos, location, microphone or camera. It does not use advertising identifiers and contains no advertising or third-party analytics.
3. How we use information
- To deliver incident reports and their images/clips to the people authorized for that store, and to carry your replies back to the operator.
- To send notifications you have enabled.
- To secure accounts: authentication, lock-out after repeated failed sign-ins, session management and audit logging.
- To support you and to keep records of the monitoring service we provide to the store.
- To improve our monitoring service, including the accuracy of automated incident detection. Camera images and clips from monitored stores may be used to train and evaluate our detection systems under the agreement with the store customer; such use is internal to Supportech and the material is not sold or shared with advertisers.
4. Who can see your information
- People at your store: a report is visible only to logins that have been granted that store. A store owner can see the managers and partners they created and their store access.
- Supportech staff: our operators, captains and administrators, who create and review reports and manage logins.
- Service providers: Apple and Google to deliver push notifications to your device (they receive the token and a short alert, not the report image or video); Hetzner Online GmbH, which hosts the internet-facing gateway for the app in Singapore; and Cloudflare, Inc., which provides DNS for our domain.
- Legal: we may disclose information when required by law, legal process, or to protect the safety, rights or property of Supportech, our customers or the public — for example providing an incident clip to law enforcement at a store's request.
We do not sell personal information and we do not share it for cross-context behavioral advertising.
5. Where information is stored and processed
Reports, images and clips are stored on Supportech-operated servers. Our monitoring operations center is in Chattogram, Bangladesh, and report data is processed there; the app's internet gateway is hosted in Singapore; Supportech is headquartered in the United States. By using the app you acknowledge that your information may be transferred to and processed in these countries.
6. How long we keep it
- Incident reports, images and clips: kept for the period agreed with the store customer, by default 90 days from the report date, after which media is deleted from the app. Copies may be kept longer where a report has been flagged as evidence of a crime, or as required by law.
- Account details: for as long as your login exists, then removed within 30 days of deletion.
- Push tokens: until you disable notifications, sign out, or the platform reports the token invalid.
- Sign-in and audit records: 12 months.
7. Security
Passwords are stored only as salted PBKDF2-SHA256 hashes. All traffic between the app and our servers uses TLS. Sessions are signed tokens that can be revoked centrally; five failed sign-ins lock an account for 15 minutes. Access to reports is enforced per store on the server. Our servers are not directly exposed to the internet; the app reaches them through an authenticated gateway. Administrative actions are logged. No system is perfectly secure, and you are responsible for keeping your password and device safe. Report a security concern to security@supportechinc.com.
8. Your choices and rights
- Notifications: turn them off in the app or in your device settings at any time.
- Access and correction: your name, username and store list are shown in the app; ask your store owner or Supportech to correct them.
- Delete your account: a store owner can remove manager and partner logins in the app under Team. Any user can request deletion at supportechinc.com/supportech-ai/delete-account; we complete requests within 30 days.
- People recorded on camera: if you appear in store footage and have a question or request, contact the store; as the store's service provider we act on the store's instructions and will assist the store in responding.
- US state privacy laws: where laws such as the California Consumer Privacy Act apply, you have the rights to know, delete, correct and to non-discrimination described above. We do not sell or share personal information. Contact us to exercise these rights; we will verify your identity through your account.
9. Changes
We will post any change to this policy on this page with a new effective date and, for material changes, notify you in the app.
10. Contact
Supportech Incorporated · 1625 SE 13th Ter, Cape Coral, FL 33990, USA
privacy@supportechinc.com · (239) 677-8545 · App support