Privacy Policy

1. Definitions

• Namirasoft: Namira Software Corporation.
• Service: Namirasoft Support.
• Namirasoft Services: the broader family of Namirasoft products that operate with your Namirasoft Account.
• Account: your Namirasoft Account, which authenticates you and governs identity across Namirasoft Services.
• Ticket: a request for help that you open, consisting of a title, a description, the product it concerns, a category, a priority, and its status.
• Message: a single reply within a Ticket, exchanged between you and our support team.
• Product: the Namirasoft product a Ticket is about.
• Personal Information: information that identifies, relates to, or can reasonably be linked to an identifiable individual, including you.
• Processing: any operation performed on information, such as storing, reading, or organizing it.

2. Namirasoft Account

Access to Namirasoft Support requires a Namirasoft Account. You register and sign in through Namirasoft Account, which authenticates your identity. Your identity, login, device and network details, and any other personal information associated with your Namirasoft Account are collected and handled by Namirasoft Account under the Namirasoft Account Privacy Policy, not by this Service. For this Service, this Privacy Policy controls; for identity and authentication, the Namirasoft Account Privacy Policy controls.

3. Information We Collect

To provide the Service, Namirasoft Support processes:

• Account identifiers received from Namirasoft Account, used to associate a Ticket with you and to show you your own Tickets.
• Ticket details that you provide, including the title, the description, the product the Ticket concerns, the category, the priority, and, where you provide it, a reference to the item in that product your Ticket is about.
• Messages exchanged within a Ticket, including the text of each message, who sent it, and the time it was sent, so the conversation can continue until your request is resolved.
• Ticket status, such as whether a Ticket is open, in progress, resolved, or closed, so you and our team can track it.

Because you write the title, description, and messages yourself, they contain whatever you choose to include. Our support personnel read this content in order to understand and respond to your request. Access is limited to personnel who need it to provide support, and we use the content to answer you and to resolve the issue you raised.

Information about others. A Ticket or Message may contain personal information about people other than you if you include it, for example when you describe an account, a colleague, or a customer in order to explain your problem. You control what you write. Please include only what is necessary to get help, and where a request concerns personal information about another individual, that person may contact us or the responsible product to exercise their rights, as described in section 14.

A note on secrets. Please do not include passwords, keys, tokens, or other secrets in a Ticket or Message. Our team does not need them to help you, and to store secrets you can use Namirasoft Password or Namirasoft Secret.

4. Information We Do Not Collect

Because of how the Service is built, Namirasoft Support does not:

• collect your Namirasoft Account password or sign-in credentials, which are handled by Namirasoft Account;
• ask for or require passwords, keys, tokens, or other secrets in order to help you;
• access the data inside the product your Ticket is about, beyond what you choose to include in the Ticket;
• use your Tickets or Messages to build an advertising profile, or sell them.

5. Legal Bases for Processing

Where applicable data protection laws require a legal basis for processing Personal Information, we rely on: performance of our agreement to provide the Service; our legitimate interests in operating and securing the Service, answering your requests, and improving our products and support; compliance with legal obligations; and your consent where it is required.

6. Consent and Withdrawal

Where we rely on your consent to process Personal Information, you may withdraw it at any time. Withdrawing consent does not affect processing already carried out, and it may limit our ability to continue helping you with an open request. You can manage your identity and related consents through Namirasoft Account.

7. How We Use Information

We use the information above solely to: receive, understand, and respond to your Tickets and Messages; communicate with you until your request is resolved; keep an accurate record of your support history; maintain the security and integrity of the Service; and diagnose problems and improve our products and the quality of our support. We do not use your Tickets or Messages for advertising.

8. Automated Decision-Making

Namirasoft Support does not make decisions that produce legal or similarly significant effects about you through automated processing. Your Tickets are read and answered by people. The Service records and organizes your requests; it does not profile you or take automated actions on your behalf.

9. Sharing and Disclosure

Namirasoft does not sell Personal Information. We share information only as follows:

• Within Namirasoft Services with the personnel and teams who need it to respond to your request, including, where relevant, the team responsible for the product your Ticket is about;
• Service providers that host or secure our infrastructure, bound by confidentiality and permitted to use the information only to provide their services to us;
• Legal and safety where required by law or to protect rights, safety, and the integrity of the Service;
• Business transfers such as a merger, acquisition, or sale of assets, subject to this Policy;
• At your direction or with your consent when you ask us to share information or otherwise agree;
• Aggregated or de-identified information that cannot reasonably identify you.

A current list of the material service providers we use may be made available on request.

10. International Transfers

Namirasoft is based in Canada, and your information may be processed in Canada and in other countries where we or our service providers operate. We handle information in accordance with applicable Canadian privacy laws, including PIPEDA and applicable provincial privacy legislation, and we take steps intended to ensure your information remains protected when it is processed in another country. Where required by applicable law, we use appropriate safeguards for such transfers. Because privacy laws differ between countries, we cannot guarantee that any particular foreign legal standard will apply, and information processed in another country may be subject to that country’s laws.

11. Data Security

We use security practices aligned with recognized industry standards to protect information within the Service. These measures may include access controls, authentication protections, encryption in transit, monitoring, logging, and operational safeguards appropriate to the nature of the information processed, and we continually review and strengthen them. You also help keep your information safe by keeping your Namirasoft Account credentials and tokens confidential, protecting activity performed under your account, and not including secrets in your Tickets.

12. Data Retention

Namirasoft Support keeps your Tickets and Messages for as long as your Namirasoft Account exists, so that your support history stays available to you and to our team. The retention and deletion of your account data overall are governed by Namirasoft Account under the Namirasoft Account Privacy Policy, and account data is retained for as long as necessary to comply with applicable law and for legitimate business, security, and record-keeping purposes. When your Namirasoft Account is deleted, your Tickets and Messages are removed from active use and then permanently erased by our automated systems; because of system dependencies and backups, complete erasure can take from moments to several months, and copies may remain in secure backups until they are replaced in the ordinary course.

13. Data Integrity and Responsibility

You are responsible for the content of the Tickets and Messages you send, including the accuracy of what you describe and your choice of what to include. Namirasoft is responsible for handling that content to respond to your request and for keeping it secure. Where a Ticket concerns another Namirasoft product, the handling of the data inside that product remains the responsibility of that product, under its own policy.

14. Your Privacy Rights

Under applicable law you may have rights over your Personal Information, such as to access it, correct it, request its deletion, object to or restrict certain processing, withdraw consent, or receive a copy in a portable form. You can view your Tickets and Messages in the Service at any time. For other requests, contact us and we will handle them in accordance with applicable law, which may include retaining a record where we have a legitimate or legal basis to do so. Where a Ticket or Message contains personal information about another individual, or concerns information held in another Namirasoft product or in Namirasoft Account, we will coordinate the request with the responsible party. For identity and account rights, use Namirasoft Account.

15. Children’s Privacy

The Service is not directed to individuals under 18. Eligibility and accounts are managed by Namirasoft Account; if Namirasoft Account determines that an account belongs to a person under 18, the account and its information are handled under the Namirasoft Account Privacy Policy.

16. Communications

Within the Service, our replies to your Tickets are how we communicate with you about your request. We may also notify you that a Ticket has been updated through applicable Namirasoft Services, such as Namirasoft Account or Namirasoft Notification Sender, under their own terms and your Namirasoft Account notification settings.

17. Cookies and Tracking

The Service uses cookies that are strictly necessary to sign you in and operate it, such as your authentication session managed through Namirasoft Account, together with analytics cookies from Google Analytics that help us understand how it is used. The Namirasoft public websites may additionally use advertising cookies from Google and a third-party live-chat widget that set their own cookies. Google Analytics and Google advertising are operated by Google under its own privacy terms. You can manage cookies through your browser settings and any cookie controls we make available.

18. Accountability and Privacy Contact

Namirasoft is accountable for the Personal Information under its control and has designated a contact responsible for privacy matters. You can reach this contact for questions, requests, or complaints about your Personal Information.

19. Changes to This Privacy Policy

Namirasoft may update this Privacy Policy at any time to reflect changes in the Service, legal requirements, or security practices. When material changes occur, Namirasoft may notify users through email and/or announcements through the Service or its website, where appropriate or as required by applicable law. Your continued use of Namirasoft Support after updates are posted constitutes acceptance of the revised Policy. If you do not agree with the updated Policy, you must stop using the Service.

Contact Us

For questions, comments, requests, or concerns regarding this Privacy Policy or information practices relating to Namirasoft Support, please contact Namirasoft using one of the methods below. Where possible, we recommend submitting requests through Namirasoft Support for faster processing and response tracking.

Support: support.namirasoft.com

Email: accounts@namirasoft.com

Namirasoft reviews and responds to requests in accordance with applicable laws, internal procedures, and technical, security, legal, and business requirements associated with operation of the Service.