Privacy Policy

This Privacy Policy ("Policy") describes how Support America ("we," "our," or "us") collects, uses, stores, and protects your personal information when you visit our website, request technical support, or purchase products, services, or support plans. 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 Support America website, technical support services ("Services"), and online shop. You can contact us using the Support America customer support details in Section 15.

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 place an order, you may provide information directly to us or through the Shopify-hosted checkout, including:

• Full name
• Email address
• Phone number
• Billing contact details and, where a product requires delivery, a shipping address
• Order details, purchased items, amounts, payment status, and refund or cancellation requests
• 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

Our website's contact, support, and cart forms do not request the following types of information. Payment details needed to complete a purchase are entered separately in the Shopify-hosted checkout and handled by the checkout's payment providers:

• Social Security numbers or government-issued identification numbers
• Bank account numbers, complete credit/debit card numbers, or card security codes
• 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 facilitate checkout, fulfill purchases, and handle payment confirmations, refunds, cancellations, and billing inquiries
• 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

Purchases from the Support America online shop are completed through Shopify-hosted checkout, using the payment methods and providers available there. Our website sends the selected products and quantities to Shopify and keeps a cart reference in your website session so you can continue shopping.

At checkout, Shopify and the payment providers used for your selected payment method may process your contact details, billing and delivery information, order details, and payment credentials to complete the transaction and help prevent fraud. We may receive order, contact, transaction-status, and refund information through Shopify to fulfill your purchase, provide support, and maintain accounting records. This does not mean that your full payment-card credentials are sent to or stored by this website.

We do not collect or store complete payment-card numbers or card security codes through our website's contact, support, or cart forms. Enter payment credentials only in the checkout's designated payment fields. Do not send card numbers, security codes, banking passwords, or other sensitive financial credentials through email, chat, or support forms.

For information about Shopify's handling of personal information, review the Shopify Privacy Policy and any privacy notices presented by your selected payment provider at checkout. For billing questions, contact Support America using the details in Section 15.

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:

• Shopify and Checkout Payment Providers: Product and cart information is shared with Shopify to provide shopping and checkout. Checkout providers process the customer and payment information needed for your transaction, fraud prevention, and related payment or refund administration, subject to their applicable privacy notices.
• 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, session management, and retaining your cart reference. Blocking these cookies may prevent the cart or other essential features from working. Shopify-hosted checkout may use its own cookies and similar technologies under the notices shown there.
• 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
• 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. These external providers, including Shopify and checkout payment providers, have their own privacy practices and notices. We encourage you to review those notices before providing personal information. This does not limit our responsibility for the personal information we handle.

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.