Privacy Policy
Last updated: June 2025 · Effective: June 1, 2025
This Privacy Policy describes how LiyaEngine ("Liya", "we", "us") collects, uses, and shares information about you when you use our products and services.
Information we collect
We collect information you provide directly — such as your name, email address, company name, and billing details when you create an account. We also collect information about how you use Liya, including ticket content, conversation history, knowledge base uploads, and usage analytics. When you install the web widget, we collect end-user messages and metadata (browser, device type, session identifiers) to deliver support functionality.
How we use your information
We use your information to provide, operate, and improve Liya. This includes drafting AI replies using your knowledge base, routing tickets, generating analytics, and sending transactional emails (e.g. receipts, password resets). We do not use your support conversations or knowledge base content to train our general AI models. Your data stays yours.
Data sharing
We do not sell your personal information. We share data with third-party service providers who help us operate the platform (e.g. cloud infrastructure, payment processors, email delivery). All sub-processors are contractually bound to handle data in compliance with applicable privacy law. A full list of sub-processors is available on request.
Data retention
We retain account data for as long as your account is active and for a reasonable period thereafter to comply with legal obligations. Ticket and conversation data is retained per your plan settings, with a default of 24 months. You may request deletion of your data at any time by contacting [email protected].
Security
We are SOC 2 Type II certified. Data is encrypted in transit (TLS 1.2+) and at rest (AES-256). Access to production systems is restricted, logged, and reviewed. We perform annual penetration tests and maintain a vulnerability disclosure programme at liyasupport.com/security.
Your rights
Depending on your location, you may have the right to access, correct, port, or delete your personal data. EU and UK residents have additional rights under GDPR and UK GDPR, including the right to object to processing and to lodge a complaint with your supervisory authority. To exercise any of these rights, contact [email protected].
Cookies
We use cookies and similar technologies to operate the platform, remember your preferences, and understand how you use Liya. You can manage cookie preferences in your browser settings or via our cookie banner. Declining non-essential cookies does not affect your ability to use the core product.
Changes to this policy
We may update this Privacy Policy from time to time. When we make material changes, we'll notify you via email or an in-app notice at least 30 days before the changes take effect. Continued use of Liya after that date constitutes acceptance of the updated policy.
Contact us
If you have questions about this Privacy Policy or how we handle your data, email us at [email protected]. Our Data Protection Officer is reachable at [email protected]. LiyaEngine is the data controller for purposes of applicable privacy law.
Questions? Email [email protected]and we'll respond within 2 business days.