Privacy Policy
Last updated: March 2026
1. Introduction
ResolvedIQ is owned and operated by AI Regenesis Ltd ("we," "our," or "us"). We are committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our help desk and asset management platform at resolvediq.com.
Your Rights
You have the right to know what personal data we collect, how we use it, and to control how your information is handled. This policy provides complete transparency about our data practices.
2. Information We Collect
2.1 Information You Provide
We collect information that you provide directly to us, including:
- Account Information: Name, email address, password, and role
- Support Tickets: Subject, description, contact details, and attachments
- Employee Data: Name, email, phone numbers, department, role, and profile photos
- Asset Data: Device details, serial numbers, and assignment records
- Communications: Messages, responses, and feedback you send to us
2.2 Information We Collect Automatically
When you use our Service, we automatically collect certain information:
- Usage Data: Pages visited, features used, time spent, and click patterns
- Device Information: IP address, browser type, operating system, and device identifiers
- Cookies: Session data, preferences, and analytics information
- Log Data: Access times, error logs, and performance metrics
2.3 AI Processing
Our platform uses artificial intelligence to:
- Categorise and route support tickets
- Generate suggested responses
- Analyse sentiment and priority
- Identify knowledge base content gaps
AI-processed data is used solely to improve the service and is not shared with third parties for their own purposes.
3. How We Use Your Information
Service Operation
- Process and respond to support tickets
- Route tickets to appropriate departments
- Generate AI-powered responses
- Track SLA compliance
- Manage assets and employees
Analytics & Improvement
- Analyse service performance
- Identify content gaps
- Improve AI response quality
- Generate usage reports
- Enhance user experience
4. Legal Basis for Processing (GDPR)
Under the General Data Protection Regulation (GDPR), we process your personal data based on:
| Purpose | Legal Basis |
|---|---|
| Providing support services | Contract performance |
| Account management | Contract performance |
| Service improvement | Legitimate interest |
| Analytics and reporting | Legitimate interest |
| Marketing communications | Consent |
5. Information Sharing and Disclosure
5.1 We Do Not Sell Your Data
We never sell, trade, or rent your personal information to third parties.
5.2 When We May Share Information
We may share your information only in these limited circumstances:
- With Your Consent: When you explicitly agree to sharing
- Service Providers: Trusted vendors who assist in service delivery (e.g., hosting, email)
- Legal Requirements: When required by law or legal process
- Business Transfers: In connection with mergers or acquisitions
- Safety and Security: To protect our users and prevent fraud
6. Data Security
We implement comprehensive security measures to protect your information:
Encryption
Data encrypted in transit (TLS/SSL) and at rest. SMTP passwords stored with Fernet encryption.
Access Control
Role-based access (admin, agent, viewer) with bcrypt password hashing.
Infrastructure
Secure VPS hosting with regular backups, monitoring, and audit logging.
7. Data Retention
| Data Type | Retention Period | Purpose |
|---|---|---|
| Account Information | While account is active + 1 year | Service provision and compliance |
| Support Tickets | 3 years from closure | Reference and improvement |
| In-App Notifications | Read: 30 days / Unread: 90 days | User awareness |
| Usage Analytics | 2 years | Service optimisation |
| Log Data | 1 year | Security and troubleshooting |
8. Your Rights and Choices
Right to Access
Request a copy of your personal data we hold
Right to Rectification
Correct inaccurate or incomplete information
Right to Erasure
Request deletion of your personal data
Right to Restrict Processing
Limit how we process your information
Right to Data Portability
Receive your data in a portable format
Right to Object
Object to processing for marketing purposes
Exercise Your Rights
To exercise any of these rights, please email privacy@airegenesis.com.
9. Cookies and Tracking
Essential Cookies
Required for login sessions, CSRF protection, and basic functionality
Analytics Cookies
Help us understand usage patterns (RegEnInsite analytics, consent-based)
Preference Cookies
Remember your settings such as sidebar state and cookie consent
You can control cookie preferences through our cookie banner or your browser settings.
10. International Data Transfers
ResolvedIQ is hosted in the EU. If you are located outside the EU, your information may be transferred to and processed in countries with different data protection laws. We ensure appropriate safeguards are in place for any international transfers.
11. Children's Privacy
Our Service is not intended for children under 13 years of age. We do not knowingly collect personal information from children under 13.
12. Changes to This Privacy Policy
We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new policy on this page and updating the "Last updated" date.
13. Contact Us
If you have any questions about this Privacy Policy or our data practices:
Website: resolvediq.com
Operator: AI Regenesis Ltd