Privacy Policy

EasyHelp
Effective date: November 13, 2026
Last updated: November 13, 2026
Website: https://easyhelp.io

1. Introduction

EasyHelp ("EasyHelp", "we", "us", or "our") is a software-as-a-service (SaaS) customer relationship management (CRM), communication, and customer support platform operated by Databox Technologies (Pvt) Ltd, Sri Lanka ("Databox Technologies").

This Privacy Policy describes how we collect, use, store, disclose, and protect personal data when you visit our websites, register for or use EasyHelp, communicate with us, or interact with a business that uses EasyHelp to manage its contacts and communications.

EasyHelp enables businesses ("Customers") to manage customer inquiries, leads, support interactions, and communications through connected channels, including WhatsApp and other supported integrations. The privacy practices of a Customer using EasyHelp may also be governed by that Customer's own privacy notice.

This Policy should be read together with our applicable Terms of Service and, where relevant, a data processing agreement ("DPA") between EasyHelp and a Customer. If a DPA applies and conflicts with this Policy in relation to Customer Data, the DPA will govern to the extent specified in that agreement.

2. Scope and Roles

This Policy covers:

• Visitors to easyhelp.io and related EasyHelp websites.
• Customers that subscribe to or evaluate EasyHelp.
• Customer employees, agents, administrators, and other authorized users ("Workspace Users").
• Individuals whose information is submitted to or processed through EasyHelp by a Customer, including leads, customers, and messaging contacts ("End Contacts").

When we act as a controller: Databox Technologies generally determines the purposes and means of processing data relating to our own website visitors, business relationships, subscriptions, billing, sales, security, and account administration.

When we act as a processor: A Customer generally determines the purposes and means of processing contact records, conversations, support requests, lead information, and other content placed into its EasyHelp workspace ("Customer Data"). EasyHelp generally processes Customer Data on that Customer's documented instructions, subject to applicable law and agreements.

Customers are responsible for providing appropriate privacy notices, establishing a lawful basis for their processing, obtaining required marketing and messaging permissions, and responding to End Contact requests. EasyHelp may assist Customers with these obligations where applicable.

3. Personal Data We Collect

3.1 Account and business information

When a Customer or Workspace User registers for or uses EasyHelp, we may collect:

• Name, business name, job title, and organization details.
• Business email address, telephone number, and contact information.
• Account identifiers, workspace membership, user roles, and permissions.
• Login, authentication, and account security information.
• Subscription, invoicing, transaction, and billing records.
• Support requests, feedback, and correspondence with our team.

Payment information may be processed by third-party payment providers where offered. We do not require complete payment card credentials to be stored in EasyHelp's CRM records for subscription administration.

3.2 Customer-managed CRM and communication data

Depending on how a Customer configures and uses EasyHelp, Customer Data may include:

• Names, telephone numbers, email addresses, and contact identifiers.
• Contact profiles, tags, custom fields, notes, and segmentation details.
• Lead sources, lead statuses, assigned agents, follow-up dates, reminders, and interaction histories.
• Messages, conversation transcripts, message metadata, attachments, images, documents, and other content exchanged through supported channels.
• Customer service tickets, requests, issues, resolutions, and agent activity.
• Records imported or synchronized from a Customer's authorized third-party systems.
• Other information the Customer or an End Contact chooses to provide through connected channels or forms.

Customers should avoid submitting sensitive personal information unless it is necessary, lawful, and appropriately protected. EasyHelp is not intended to serve as an unrestricted repository for highly sensitive information.

3.3 WhatsApp and other messaging channels

When a Customer connects WhatsApp or another supported messaging service, EasyHelp may process the information made available by that channel, such as sender and recipient identifiers, phone numbers, message content, delivery or read status where available, timestamps, attachments, and conversation events.

Channel providers, including Meta/WhatsApp, may independently process information under their own terms and privacy policies. The availability, scope, and permitted uses of channel data depend on the integrations, permissions, and provider rules in effect.

3.4 External integration data, including LMS integrations

Where a Customer enables an authorized integration with a learning management system (LMS), website, CRM, commerce system, or another external service, EasyHelp may receive or retrieve contact and request-related information to enrich contact profiles, identify relevant customer records, provide context for inquiries, and support issue resolution.

For example, an LMS integration may supply relevant enrollment, class, institute, or account context needed by an authorized support agent. The precise fields depend on the integration and the Customer's configuration. We do not presume that all LMS records are transferred or that EasyHelp independently owns data obtained through integrations.

The Customer is responsible for ensuring it is authorized to connect these systems and share the selected data with EasyHelp.

3.5 Technical, usage, and diagnostic data

We may automatically collect:

• IP address, browser or device type, operating system, and approximate location inferred from IP address.
• Login events, timestamps, session identifiers, and security events.
• Feature usage, performance metrics, error reports, and diagnostic logs.
• Website navigation and cookie or similar technology data as described below.

We do not describe precise device location as a standard requirement for using EasyHelp. If a feature requires location permissions, we will provide relevant notice at the point of collection.

4. How We Obtain Information

We obtain data directly from Customers and Workspace Users; through messages and other interactions with connected channels; from Customer-authorized imports, integrations, and APIs; automatically through website or application activity; and from vendors involved in operating the Service.

Where data originates from a Customer or third-party integration, that Customer or integration provider may control its original collection and disclosures.

5. Purposes of Processing

We process personal data, as appropriate to our role, to:

1. Provide, maintain, administer, and improve the EasyHelp platform.
2. Create and manage accounts, workspaces, user permissions, subscriptions, and billing.
3. Route and organize customer conversations, inquiries, leads, and support tickets.
4. Support customer-authorized messaging and communication workflows.
5. Enable lead tracking, reminders, follow-ups, reporting, and workspace collaboration.
6. Connect Customer-authorized systems and enrich contact or request information.
7. Provide technical assistance, troubleshoot issues, and respond to support requests.
8. Monitor reliability, prevent abuse, investigate incidents, and protect the Service.
9. Meet applicable legal, regulatory, accounting, and contractual obligations.
10. Send operational notices and, where lawfully permitted, communications about EasyHelp products or services.
11. Generate aggregated or de-identified information for service analytics and improvement, where legally permitted and subject to appropriate safeguards.

We do not authorize Customer Data to be used for unrelated marketing by EasyHelp merely because it is stored in a Customer's workspace.

6. Legal Bases for Processing

Where applicable law requires a legal basis, we rely on the basis appropriate to the particular processing activity, including:

• Contractual necessity: To provide and administer the Service and fulfill applicable agreements.
• Legitimate interests or other legally recognized grounds: For security, fraud prevention, service reliability, business communications, and improvements, where permitted and balanced against individual rights.
• Consent: Where required, including for certain marketing, cookies, or messaging activities.
• Legal obligations: To comply with binding legal requirements.

For Customer Data processed on a Customer's behalf, the Customer is generally responsible for establishing and documenting the legal basis applicable to its activities. EasyHelp processes that data in accordance with the applicable customer instructions, agreements, and law.

7. WhatsApp and Communication Compliance

Customers using EasyHelp with WhatsApp or other communication channels must comply with applicable messaging laws, consent or opt-in requirements, platform policies, template restrictions, and opt-out requests.

EasyHelp acts as a technology platform for Customer-directed communications. A Customer determines whom it contacts, what it communicates, and whether it has permission to do so. We may suspend or restrict integrations or activities that appear to violate applicable laws, provider policies, or our Terms.

EasyHelp does not sell End Contact conversation content or contact lists to advertisers. Any third-party access necessary for the delivery of a message or the operation of an authorized integration is subject to the terms applicable to that service.

8. Data Sharing and Disclosure

We may disclose personal data in the following circumstances, consistent with our role and applicable law:

• Authorized Customer users: Within the Customer's workspace according to its configured access controls.
• Communication providers: Such as messaging or email platforms used to deliver and receive Customer-directed communications.
• Service providers: Vendors that help us operate, secure, support, or administer the Service, including payment providers where applicable.
• Customer-authorized integrations: Where a Customer enables transfer or synchronization with an external system.
• Professional advisers and legal authorities: Where reasonably necessary to comply with law, protect rights, or respond to valid legal process.
• Corporate transactions: In connection with a merger, acquisition, restructuring, or sale, subject to appropriate confidentiality and legal safeguards.

We do not sell personal data or Customer contact lists. We require service providers processing personal data on our behalf to handle it for authorized purposes under appropriate obligations.

9. Multi-Tenant Workspaces and Access Controls

EasyHelp is designed for use by multiple business Customers. Each Customer manages its own workspace, including its agents, roles, and access to Customer Data.

We implement technical and organizational measures intended to limit unauthorized access between workspaces. Authorized EasyHelp personnel or service providers may access data where reasonably necessary for support, maintenance, security investigations, or legally required purposes, subject to appropriate controls.

Customers are responsible for managing user accounts, safeguarding credentials, assigning suitable permissions, and promptly revoking access when an agent or administrator no longer requires it.

10. Data Security

We use measures designed to protect personal data against unauthorized access, loss, misuse, alteration, or disclosure. These measures may include access restrictions, authentication controls, safeguards for communications, security monitoring, backups, and internal operating procedures.

No internet-based service can guarantee absolute security. Customers should promptly report suspected unauthorized account access or security issues to us using the contact details below.

These statements describe our approach to security and do not guarantee that all risks can be eliminated.

11. International Data Transfers

Depending on the services and integrations used, personal data may be processed across national borders. Where applicable law requires safeguards for international transfers, we will take steps to comply with those requirements.

12. Data Retention

Customer Data is retained for the entire duration of an active EasyHelp account or subscription, without a fixed maximum retention period. This means conversations, contacts, lead records, tickets, attachments, and other Customer-managed records may remain available indefinitely while the Customer continues to use EasyHelp, unless the Customer deletes them earlier or requests deletion in accordance with applicable functionality, agreements, and law.

When a Customer terminates its account or subscription, we may delete or return Customer Data in accordance with the applicable agreement, our account closure procedures, and legal obligations. Data is not represented as being retained indefinitely after termination. Some information may remain for a limited additional period where reasonably necessary for legal compliance, dispute resolution, security, or recovery from backups. Backup copies may be removed through their normal lifecycle rather than immediately upon termination.

We may retain account, invoicing, and transactional records for as long as required by applicable legal, tax, accounting, or dispute-resolution obligations. Technical and security logs may be retained for legitimate operational and security purposes.

Customers are responsible for exporting records they require before account termination, subject to the export options and terms made available by EasyHelp.

13. Your Privacy Choices and Rights

Subject to applicable law and its effective commencement dates, individuals may be entitled to request access to personal data, correction of inaccurate data, deletion, restriction or objection to certain processing, withdrawal of consent where consent is the relevant basis, or other legally available rights.

If you are an End Contact: Please normally direct requests concerning contact profiles, conversations, leads, or support records to the business that contacted you or whose services you used. That business generally controls the Customer Data held within its EasyHelp workspace. We will reasonably assist the business as required by law or our agreement.

If you are a Customer or Workspace User: You can contact EasyHelp concerning personal data that we control about your subscription, account administration, website usage, or our own communications.

We may ask for reasonable verification before acting on requests. We will respond in accordance with applicable laws and may decline or limit a request where a lawful exception applies.

14. Cookies and Similar Technologies

Our websites and applications may use cookies and similar technologies for authentication, session continuity, security, preferences, performance analysis, and, where implemented and lawfully permitted, optional analytics or marketing.

You can control cookies through your browser settings or any consent controls we provide. Disabling essential cookies may prevent some features from operating correctly. We will provide additional notice or seek consent for non-essential technologies where required.

15. Marketing Communications

We may send product news, educational content, or promotional communications to business contacts where permitted by applicable law. Recipients can opt out using an unsubscribe mechanism when provided or by contacting us.

Opting out of promotional messages does not prevent necessary account, transaction, security, or service-related notices.

Customer-directed marketing messages through EasyHelp remain the responsibility of the Customer sending them.

16. Automated Features and AI Processing

EasyHelp may introduce artificial intelligence (AI) and machine-learning functionality in the future, including suggested responses, conversation summaries, message classification, automated routing, contact or request enrichment, and support-agent assistance. These examples describe potential features and do not mean that all such features are currently available or enabled.

If enabled, an AI feature may process relevant Customer Data, such as messages, contact details, ticket content, and related context, to provide the function requested or configured by the Customer. AI outputs may be inaccurate or incomplete and should be reviewed by authorized users where appropriate, especially before making consequential decisions.

We may use third-party AI service providers to deliver such features. Where applicable, we will provide further information about the categories of data involved, the role of any external providers, available settings, and relevant contractual safeguards before or when those features are introduced.

We will not use private Customer conversations or contact lists to train general-purpose AI models for unrelated purposes without appropriate authorization and a lawful basis. Customers remain responsible for ensuring their use of AI-assisted features, including any notices or permissions needed for End Contacts, complies with applicable law.

17. Children's Privacy

EasyHelp is intended for business use and is not directed to children as account holders. However, Customers, including education providers, may legitimately handle information relating to minors through connected systems or communications.

Customers are responsible for ensuring that their collection and use of children's information is lawful and that any required parental or guardian permissions, notices, or protections are in place. We will process such Customer Data only for authorized purposes and subject to applicable safeguards and agreements.

18. Third-Party Services and Links

EasyHelp may link to or integrate with external websites, LMS platforms, messaging providers, and other services. Those services operate under their own terms and privacy policies. We encourage you to review the applicable third-party notices.

We are not responsible for independent data processing conducted by third parties outside our control, except to the extent required by law or a binding agreement.

19. Changes to This Privacy Policy

We may update this Privacy Policy to reflect changes in our services, practices, or legal requirements. We will publish the revised version with an updated "Last updated" date and provide additional notice where required or where material changes warrant it.

20. Governing Privacy Framework

Databox Technologies is established in Sri Lanka. We aim to handle personal data in accordance with applicable Sri Lankan data protection laws, including the Personal Data Protection Act, No. 9 of 2022, as amended, as relevant provisions enter into force. We will also comply with other privacy laws, such as the EU or UK GDPR, where they apply to specific activities or individuals.

Nothing in this Policy limits statutory rights that are available under applicable law or creates rights under provisions that have not yet commenced.

21. Contact Us

For questions, privacy inquiries, or requests concerning personal data controlled by EasyHelp, contact:

Databox Technologies (Pvt) Ltd
Product: EasyHelp
Website: https://easyhelp.io
Email: [email protected]

Where your inquiry relates to a conversation, lead record, or contact profile maintained by a particular business using EasyHelp, please contact that business directly in the first instance.