Privacy Policy

Last updated: 27 June 2026

Aakasa Digital ("we", "our", or "us") operates SupportCraft AI ("the Service"). This Privacy Policy explains how we collect, use, and protect your information when you use SupportCraft AI. By using the Service you agree to the practices described here.

1. Information We Collect

We collect information you provide directly and data generated by your use of the Service:

  • Account information — name, email address, organisation name, and password when you register.
  • Profile data — job title, phone number, timezone, and avatar you add to your profile.
  • Support data — ticket content, customer records, knowledge base articles, and reply messages you create inside the platform.
  • Billing data — subscription plan and PayPal subscription identifiers. We do not store raw payment card details.
  • Usage data — log files, IP addresses, browser type, pages visited, and feature interactions to help us improve the Service.
  • AI interaction data — prompts and responses generated through AI features, stored for quality improvement and abuse prevention.

2. How We Use Your Information

  • Provide, maintain, and improve the Service.
  • Process transactions and send related notices.
  • Send service-related emails (account confirmations, ticket notifications, security alerts).
  • Power AI features — ticket drafting, categorisation, and knowledge search.
  • Monitor and analyse usage patterns to improve performance and reliability.
  • Detect, prevent, and address fraudulent or abusive activity.
  • Comply with legal obligations.

We do not sell your personal information to third parties or use it to train general-purpose AI models without your explicit consent.

3. Data Sharing

We share your information only in these limited circumstances:

  • Service providers — Supabase (database and auth), OpenAI or Anthropic (AI processing), PayPal (billing), and email delivery services. Each is bound by data processing agreements.
  • Legal requirements — when required by law, court order, or governmental authority.
  • Business transfers — in connection with a merger, acquisition, or sale of assets, with appropriate confidentiality obligations.
  • With your consent — for any other purpose you explicitly authorise.

4. Cookies and Tracking

We use essential cookies to maintain your authenticated session and preferences. We do not use advertising cookies or share browsing data with ad networks. You can disable cookies in your browser settings, though some features of the Service may stop working.

5. Data Retention

We retain your account data for as long as your account is active or as needed to provide the Service. When you delete your account, we remove your personal information within 30 days, except where we are required to retain it for legal, tax, or fraud-prevention purposes (typically no longer than 7 years).

6. Your Rights

Depending on your jurisdiction, you may have the right to:

  • Access the personal data we hold about you.
  • Correct inaccurate or incomplete data.
  • Request deletion of your data ("right to be forgotten").
  • Restrict or object to certain processing.
  • Receive a portable copy of your data.
  • Withdraw consent where processing is based on consent.

To exercise these rights, email us at [email protected]. We will respond within 30 days.

7. Data Security

We use industry-standard measures to protect your data: TLS encryption in transit, AES-256 encryption at rest, role-based access controls, and regular security reviews. No method of transmission over the internet is 100% secure. In the event of a data breach we will notify affected users and relevant authorities as required by applicable law.

8. International Transfers

SupportCraft AI is operated from Sri Lanka and uses infrastructure hosted in the United States and European Union. By using the Service you consent to the transfer of your data to these regions. We ensure appropriate safeguards are in place for any cross-border transfers.

9. Children's Privacy

The Service is not directed at children under 16. We do not knowingly collect personal information from children. If you believe a child has provided us with personal data, please contact us and we will delete it promptly.

10. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes via email or a prominent notice on the Service at least 14 days before they take effect. Continued use of the Service after the effective date constitutes acceptance of the updated policy.

11. Contact Us

If you have questions or concerns about this Privacy Policy, please contact us: