Regulatory compliance: Payment Card Industry (PCI)

Background: In the service industry, trust and security are essential. This is especially true for handling and protecting end user data. As...

Regulatory compliance: Children’s Online Privacy Protection Act (COPPA)

The materials available on this page are for informational purposes only and not for the purpose of providing legal advice. You should conta...

Regulatory compliance: General Data Protection Regulation (GDPR)

The materials available on this page are for informational purposes only and not for the purpose of providing legal advice. You should conta...

Policies and terms: Helpshift data-retention policy

In the course of conducting routine business, Helpshift must receive and process certain types of customer information. After we process it,...

Policies and terms: Privacy

Please see the Helpshift privacy policy statement at https://www.helpshift.com/privacypolicy/.

Business relationships: Service data subprocessors

To help provide our services, Helpshift engages with a set of subprocessors. A subprocessor is a third-party data processor engaged by Helps...

Business relationships: Optional service integrations

Your company may elect to integrate optional third-party services with your Helpshift instance. In this case, upon receipt of instructions f...

Analytics concepts: Time to first human response (TTFHR)

Background Some support organizations rely on customer service agents in addition to bots. This blended approach has many demonstrated benef...

Data Privacy: What tools does Helpshift provide to assist me with my COPPA compliance efforts?

The materials available on this page are for informational purposes only and not for the purpose of providing legal advice. You should conta...

Data Privacy: How do I submit a redaction request for Issue or end user data?

You may need to have information about an Issue or end user redacted under the following circumstances:An end user has sent sensitive data i...

Data Privacy: How do I provide end users with a copy of their personal data per their request?

Personal data in Helpshift includes all of the Issue details and user information associated with the end user that is stored on Helpshift’s...

Data Privacy: Helpshift and Payment Card Industry (PCI) Compliance

IntroductionIn the service industry, trust and security are essential. This is especially true for handling and protecting end user data. As...

Data Privacy: How does Helpshift handle personally identifiable information (PII)?

Helpshift data collection practicesThe following table describes different types of end-user data, correlates them with Helpshift ...

Data Privacy: Where can I find Helpshift’s Privacy Policy?

Please see Helpshift’s Privacy Statement by visiting this page: https://www.helpshift.com/legal/privacy/

Helpshift Support SLA policies

Helpshift Standard Support shall include the following:SupportAny Customer User may log a support request via a web-based ticketing system o...

Malware Scanner for Attachments

Attachments uploaded by end-users in issues can potentially contain malware. We've introduced a malware attachment scanner that automaticall...