Privacy Policy

This Privacy Policy ("Policy") describes how Support America LLC ("Company," "we," "our," or "us"), collects, uses, stores, and protects your personal information when you use our remote technical support services ("Services"). We are committed to safeguarding your privacy and handling your data with transparency, integrity, and in compliance with applicable privacy laws.

By using our Services, you acknowledge that you have read and understood this Policy and consent to the data practices described herein.

1. Who We Are

This Policy applies to the remote printer support services provided by Support America LLC, located at 739 High St Ste 115, Portsmouth, VA 23704-3425, United States.

We are an independent third-party service provider. We are not affiliated with, endorsed by, sponsored by, or authorized by any printer manufacturer or original equipment manufacturer (OEM). Brand names and trademarks referenced on our website are the property of their respective owners and are used solely for identification and compatibility reference.

2. Information We Collect

We may collect the following types of information when you interact with our Services:

Information You Voluntarily Provide

When you contact us, initiate a support session, or make a payment, you may provide:

• Full name
• Email address
• Phone number
• Billing and payment information
• Description of your printer issue or technical problem
• Printer make, model, and type
• Operating system and device information relevant to troubleshooting

Information Collected Automatically

When you visit our service pages, certain information may be collected automatically through cookies, log files, and similar technologies:

• IP address
• Browser type and version
• Operating system
• Device type (desktop, mobile, tablet)
• Pages visited and time spent on each page
• Referring URL (the page you came from)
• Date and time of access
• Click patterns and navigation behavior

Information Collected During Remote Support Sessions

With your explicit permission, our technicians may access information on your device that is necessary to diagnose and resolve your printer issue, including:

• Device and printer configuration settings
• Operating system version and system information
• Installed printer drivers, software, and related settings
• Network and connectivity configuration relevant to printer function
• Error logs and diagnostic information related to the reported issue

We do not intentionally access, view, copy, store, or modify personal files, photos, documents, emails, or any data unrelated to the support service being provided. We do not record, capture screenshots, or make video recordings of your screen during remote sessions.

Information We Do NOT Collect

We do not collect or request the following types of information:

• Social Security numbers or government-issued identification numbers
• Bank account numbers or complete credit/debit card numbers (payment is handled by third-party processors)
• Passwords, PINs, or login credentials for your personal accounts
• Personal files, photos, documents, or media from your device
• Health, biometric, or genetic information

3. How We Use Your Information

We use the information we collect strictly for the following purposes:

• To provide, deliver, and fulfill the remote technical support service you requested
• To diagnose, troubleshoot, and resolve your printer or technical issue
• To process payments securely for services rendered
• To communicate with you regarding your service request, session status, or follow-up
• To provide follow-up support within the 30-day guarantee period
• To respond to your inquiries, questions, or complaints
• To improve and enhance the quality of our Services and customer experience
• To maintain internal records for accounting, legal, and operational purposes
• To comply with applicable laws, regulations, and legal obligations
• To detect, prevent, and address fraud, security issues, or technical problems

We will not use your personal information for purposes materially different from those described above without providing you notice and, where required, obtaining your consent.

4. Remote Access Consent & Security

Remote access to your device is performed only with your explicit consent and active authorization. You initiate the connection by downloading and running a trusted remote access tool as guided by our technician. You may terminate the remote session at any time by closing the remote access application or disconnecting from the session.

During a remote session, you can observe all actions being performed on your screen in real time. Our technicians are trained to access only the system settings, drivers, printer configurations, and diagnostic tools necessary to resolve your issue. No changes will be made to your system without your knowledge.

5. Payment Information

All payments are processed using secure, PCI-compliant third-party payment providers. We do not store, log, or have access to your complete credit card number, CVV, or other sensitive financial information on our servers. Payment transactions are encrypted using industry-standard SSL/TLS protocols.

We may retain records of transaction amounts, dates, and payment confirmation numbers for accounting and customer service purposes.

6. Information Sharing & Disclosure

We do not sell, rent, lease, or trade your personal information to third parties for marketing or advertising purposes.

We may share your information only in the following limited and necessary circumstances:

• Payment Processors: We share billing information with secure, third-party payment processors to complete your transaction.
• Remote Access Tool Providers: We use trusted remote access software to facilitate support sessions. These providers may process connection data in accordance with their own privacy policies.
• Legal Requirements: We may disclose your information if required to do so by law, court order, subpoena, or governmental authority, or if we believe disclosure is necessary to protect our rights, your safety, or the safety of others.
• Business Transfers: In the event of a merger, acquisition, or sale of assets, your information may be transferred to the successor entity, subject to the same privacy protections described in this Policy.

7. Cookies & Tracking Technologies

Our service pages may use cookies and similar tracking technologies to enhance your experience. These include:

• Essential Cookies: Required for core website functionality and session management. These cannot be disabled.
• Analytics Cookies: Used to understand how visitors interact with our service pages, track page views, and measure site performance. These are loaded only with your consent.
• Marketing Cookies: Used to measure the effectiveness of our advertising campaigns and track conversions. These are loaded only with your consent.

You can manage your cookie preferences by configuring your browser settings to block or delete cookies. Please note that disabling essential cookies may affect core website functionality.

8. Data Security

We take the security of your personal information seriously and implement commercially reasonable technical, administrative, and physical safeguards, including:

• SSL/TLS encryption on all pages and data transmissions
• Secure payment processing through PCI-compliant third-party providers
• Access controls and authentication measures limiting who can view customer information
• Regular security assessments and monitoring of our systems
• Employee and technician training on data privacy and security best practices

While we implement reasonable measures to protect your data, no method of electronic transmission or storage is 100% secure. We cannot guarantee the absolute security of your information. In the event of a data breach that affects your personal information, we will notify you in accordance with applicable law.

9. Data Retention

We retain your personal information only for as long as reasonably necessary to fulfill the purposes for which it was collected, including to satisfy legal, accounting, reporting, or regulatory requirements. Specifically:

• Service records are retained for a reasonable period to support our 30-day guarantee and handle any disputes or follow-up requests
• Payment and transaction records are retained as required for accounting and tax compliance
• Chat transcripts may be retained for quality assurance and training purposes

When personal information is no longer needed, we will securely delete or anonymize it.

10. Your Rights

Depending on your location and applicable law, you may have the following rights regarding your personal information:

• Right to Access: You may request a copy of the personal data we hold about you.
• Right to Correction: You may request that we correct any inaccurate or incomplete information.
• Right to Deletion: You may request that we delete your personal data, subject to legal retention requirements.
• Right to Restrict Processing: You may request that we limit how we use your data in certain circumstances.
• Right to Data Portability: You may request that we provide your data in a structured, commonly used format.
• Right to Opt-Out: You may unsubscribe from any marketing or promotional communications at any time.
• Right to Withdraw Consent: Where we process data based on your consent, you may withdraw that consent at any time.

To exercise any of these rights, please contact us at contact@supportamerica.net. We will respond to your request within a reasonable timeframe and in accordance with applicable law.

11. Children's Privacy

Our Services are not intended for, marketed to, or designed for use by individuals under the age of 18. We do not knowingly collect, solicit, or store personal information from children under 18. If we become aware that we have inadvertently collected personal data from a child under 18, we will take immediate steps to delete that information from our records. If you believe a child has provided us with personal information, please contact us immediately.

12. Third-Party Links & Services

Our service pages may contain links to third-party websites, tools, or services that are not owned or controlled by Support America LLC. We are not responsible for the privacy practices, content, or data handling of these external sites. We encourage you to review the privacy policies of any third-party websites or services before providing them with your personal information.

13. Do Not Track Signals

Some web browsers transmit "Do Not Track" (DNT) signals to websites. Because there is no universally accepted standard for how to respond to DNT signals, our website does not currently respond to DNT browser signals. However, you can manage your tracking preferences through our cookie consent banner and your browser settings.

14. International Users

Our Services are operated from the United States. If you are accessing our Services from outside the United States, please be aware that your information may be transferred to, stored, and processed in the United States, where data protection laws may differ from those in your jurisdiction. By using our Services, you consent to the transfer of your information to the United States.

15. Contact Information

If you have any questions, concerns, or requests regarding this Privacy Policy or how we handle your personal information, please contact us:

16. Updates to This Policy

We reserve the right to update, modify, or replace this Privacy Policy at any time at our sole discretion. When we make material changes, we will update the "Effective Date" at the top of this page. It is your responsibility to review this Policy periodically. Your continued use of the Services following the posting of any changes constitutes acceptance of those changes.