Privacy policy

1. Who is responsible

The controller for the processing described here is Maxapp GmbH, Birkenstrasse 49, 6343 Rotkreuz, Switzerland, reachable at info@maxappzrh.com. LiveDesk is a product of Maxapp GmbH.

Where an IT company uses LiveDesk to support its own customers, that company is the controller for the conversations and sessions it runs, and Maxapp GmbH is its processor. This policy covers our own processing.

2. What we process

2.1 Account and organisation

• Email address, name and a hash of your password, or the identifier your provider returns if you sign in with Google.
• Whether your email address has been verified, and when.
• Your organisation's name, its address on our service, and the branding it applies to its own customer pages.

2.2 Support conversations

• Messages between a technician and a customer, and the name and any contact detail the customer types into the page.
• A record of each screen sharing session: who asked, who allowed it, whether control was granted, and when it ended.
• For managed devices, the machine's name and a record of every connection made to it.
• Where the IT company has turned on chat translation, the translation of each message, kept beside the original.

2.3 Technical

• Server logs, including IP addresses, needed to run and secure the service.
• The IP address of each request to our signalling service, counted for a few minutes to stop abuse.
• Session cookies that keep you signed in.

3. What we never process

We do not receive or store the contents of a screen. Screen images and the keyboard and mouse input sent back travel directly between the technician's browser and the customer's computer and are encrypted end to end. When a direct connection cannot be established, the traffic is relayed through our infrastructure, and in that case the relay carries ciphertext it cannot read. Nothing about the picture is written down at either end by us.

We do not record screen sharing sessions, and we do not sell or share personal data for advertising. Section 6 describes a replay of the console that a technician works in, which is a different thing entirely: it is our own application, it is masked, and it never contains a customer's screen or a customer's words.

4. Why we process it

1. To provide the service you have asked for, which is our performance of the contract with you.
2. To keep an accurate record of consent and of what happened in each session, which is a legitimate interest of ours and of the customer whose screen was shared, and in many cases a legal obligation of the IT company using the product.
3. To keep the service secure and to prevent abuse, which is a legitimate interest.

5. Cookies

On the public pages, the ones you can read without an account, we set no cookie at all. We count visits and measure how quickly pages load, but the counting keeps nothing on your device and nothing that follows you from one visit to the next. There is no advertising and nothing is sold or shared with anyone.

Once you sign in, LiveDesk sets session cookies that keep you signed in and protect the forms you submit, and the service does not work without them. Signed in, we also record how the application itself is used, which sets one further cookie so that the pages you visit in a sitting are understood as one sitting. That is part of the service you have an agreement for rather than something separate, which is why there is no consent banner: nothing non-essential is set before you have one.

6. Where it is processed

Database and authentication

Supabase, with the database located in Zurich, Switzerland.

Edge, signalling and relay

Cloudflare, which routes the connection and relays encrypted traffic when a direct connection fails.

Website hosting and downloads

Vercel, Inc., and object storage for the installers. Vercel also counts visits and measures page speed for us, without cookies.

Product analytics

PostHog, on their European infrastructure, which records how the console and these public pages are used and keeps a replay of console sessions. Replays are masked: conversations, the details of the people your IT company supports, the inbox and the client list are all obscured before anything leaves your browser, so what a customer wrote is never sent. Anything a customer attached, a screenshot of their error above all, is left out of the replay altogether rather than merely blurred. Every field you type into is obscured everywhere. It does not run on an organisation's own customer pages at all.

Email

Resend, Inc., which delivers the emails the service sends: confirming an address, resetting a password, an invitation, and telling a customer that a technician has replied, with the reply quoted.

Rate limiting

Upstash, Inc., which counts requests to our signalling service by IP address so that one address cannot flood it. A count lasts at most ten minutes.

Chat translation

DeepL SE, Germany, only for organisations that turn chat translation on. Each message is sent to DeepL to be translated for the other side of the conversation and processed in the EU. Internal notes between technicians are never sent.

These are our processors, engaged under contract and permitted to process personal data only on our instructions. Where a transfer leaves Switzerland or the EEA it is covered by standard contractual clauses.

7. How long we keep it

Account and organisation data is kept while the account exists and deleted when it is closed. Conversations and session records are kept for as long as the organisation that owns them keeps them, because they are that organisation's records rather than ours. We run no server logs of our own: the providers in section 6 hold theirs under their own retention, which is a matter of days rather than months. Session replays are deleted after thirty days, which is set on the project itself rather than left to a default. A rate limit count is gone within ten minutes. A translation is kept with the message it translates and deleted with it. Records of how the application is used are held by the provider in section 6 under the retention of our plan with them, and we delete an individual's on request. The audit trail cannot be edited, which is the point of it, but it is deleted with the organisation.

8. Your rights

You can ask us for a copy of your personal data, for it to be corrected or deleted, for processing to be restricted, and for your data in a portable form. You can object to processing we base on a legitimate interest. Write to info@maxappzrh.com and we will answer within 30 days.

If you are not satisfied you can complain to the Swiss Federal Data Protection and Information Commissioner, or to the supervisory authority of the EU or EEA country you live in.

9. Changes

When this policy changes we update the date at the top. If a change materially affects how we handle your data we will tell you before it takes effect.