Privacy Policy

01Who this covers

Skavelo involves two groups of people, and our role is different for each.

• Customers are the companies and people who sign up for Skavelo and add it to their product. For their account information, we are the controller: we decide how it’s used, and this policy applies directly.
• Users are the people who use a customer’s product and talk to Skavelo there. For what Skavelo handles about them, the customer is the controller and we are the processor: we handle it only to provide Skavelo to that customer, on their instructions.

If you used Skavelo inside another company’s product and have a question about your data, please contact that company first. They decide what Skavelo learns, what it can look up, and how long conversations are kept. Our Data Processing Agreement sets out how we process their users’ data for them.

02What we collect from customers

• Account details: your name, email address, company name, profile photo if you add one, and your password, which we store only as a one way hash. If you sign in with a third party account, we receive your name and email address from it.
• Billing details: your plan, invoices and payment status. Card details are entered with and held by our payment processor; we never see or store full card numbers.
• What you set up in Skavelo: your agents and their settings, suggestions, walkthroughs, skills and lookups, the files and notes you upload, and the addresses of the websites and web app you ask Skavelo to learn.
• Test account details: if you give Skavelo a test account so it can learn your signed in product, we encrypt its password before storing it and use it only to sign in to your product to learn it.
• What Skavelo learns from your product: the text, links, buttons and fields on the pages it visits, signed in with your test account. While it explores, Skavelo blocks every request that would change data in your product. Anything visible in the test account can end up in what it learns, so we ask you to use sample data, not real customer records.
• Usage and log data: how you use the dashboard, and technical details such as IP address, browser and device, which we use to keep the service secure and working.

03What Skavelo handles for customers about their users

When a customer adds Skavelo to their product, Skavelo handles the following on that customer’s behalf.

• Conversations: the questions users ask, Skavelo’s answers, the walkthroughs it showed and how far they got, ratings, and any action a user approved and how it went.
• Page context: the address and title of the page the user is on, and the labels of buttons and fields on it, so the answer fits where they are. Skavelo never reads what users type into fields, passwords, or anything the customer marks as sensitive.
• Problem signals: so Skavelo can explain why something isn’t working, error messages showing on the page, buttons that are switched off with the reason given, and the product’s requests that failed in the last two minutes. For a failed request, Skavelo keeps only the method, the path with IDs removed, and the status code; never its content, headers or query string. Customers can switch failed requests off. When a user reports a problem, Skavelo stores what it checked and the likely cause with the conversation.
• User details the customer chooses to send: such as a user ID, name, email address, plan or role, so answers fit that person and the customer can see who asked.
• Approximate country: worked out from the user’s IP address when the widget loads, only to apply the customer’s targeting rules. We don’t store the IP address with the conversation.
• Lookups: if a customer sets them up, Skavelo can read a user’s own data from the customer’s product to answer a question about their account. The request runs in the user’s browser with their own session, so it can only read what they can already see. We use the response to write the answer and don’t store it, except for what appears in the answer itself.
• Requests for help: if a user asks to reach the customer’s team by email, the email address and note they give, which we send to the customer.

04How we use data

We use data to:

• provide Skavelo: learn your product, answer questions, show walkthroughs and run what you’ve set up;
• keep the service secure, and detect and stop abuse and fraud;
• support you, and send the emails the service needs, such as sign in links, billing notices and usage alerts;
• send optional emails such as the weekly summary, which you can turn off in Settings;
• process payments and meet our legal, tax and accounting obligations;
• understand how Skavelo is used, from aggregated and de identified information, to improve it.

We don’t sell personal data. We don’t use your data, your knowledge, or your users’ conversations to train AI models, and we never use one customer’s data to answer another customer’s users.

05How AI is used

To answer a question, Skavelo sends the question, the most relevant parts of what it learned about your product, the page context, recent messages in the conversation and, for lookups, the response from your product, to the AI models we use. Skavelo also turns what it learns into search data so it can find the relevant parts quickly. The AI providers we use process this to return a response to us, under agreements that limit their use of it to providing that service.

Answers are generated automatically and can be wrong. Customers can review every conversation in the dashboard.

06Cookies and browser storage

• The dashboard uses an essential cookie to keep you signed in. It isn’t used for advertising or tracking.
• The widget doesn’t set cookies. It keeps a few things in the browser’s own storage: the current conversation and walkthrough step, which suggestions or offers a user closed, and a random number used when a customer rolls Skavelo out to a share of users.
• This website doesn’t use cookies or advertising trackers. It uses privacy-friendly analytics, hosted in the EU, to count page views and clicks on Start free, so we can see which pages help visitors. It stores nothing in your browser and doesn’t record your session. Visits are counted with a daily changing anonymous hash instead of an identifier, so we can’t follow you across days or recognise you, and no profile is built about you.

07Who we share data with

We share data only as needed to run Skavelo, with providers that work on our behalf:

• cloud hosting, database and file storage providers;
• AI model providers, as described above;
• an email delivery provider, for the emails Skavelo sends;
• a payment processor, for billing.

They may use the data only to provide their service to us, under contracts that require them to protect it. A current list of these providers is available on request at hello@skavelo.com.

When a customer connects Skavelo to their own tools, such as a support chat for handing conversations to their team, data goes there on the customer’s instruction. We may also disclose data when the law requires it, to enforce our terms or protect people’s safety, or as part of a merger, acquisition or sale of assets, with notice to you.

08International transfers

Skavelo is operated by Peleka LLC, a US company, and data may be processed in the United States and other countries where our providers operate. When we transfer personal data out of the EU, EEA, UK or Switzerland, we rely on recognised safeguards such as Standard Contractual Clauses.

09How long we keep data

• Account data is kept while your account is open.
• Conversations, knowledge and settings are kept until you delete them. Deleting an agent deletes its conversations and everything it learned. Deleting a workspace or your account deletes the workspace’s agents and their data.
• Billing records are kept as long as tax and accounting law requires.
• Copies in backups are removed as the backups expire.

To answer a request from one of your users, you can find, download or delete their conversations yourself in the dashboard, under Settings, User data requests. If you need help, email hello@skavelo.com.

10Security

Data is encrypted in transit. Passwords are stored as one way hashes, and test account passwords are encrypted. Access to customer data is limited to what’s needed to run and support the service. No system is perfectly secure, so we can’t promise absolute security, but we work to protect your data and will tell you about a breach that affects it as the law requires.

11Customers’ responsibilities

If you add Skavelo to your product, you’re responsible for telling your users about it in your own privacy notice, and for having a lawful basis for the user details you send and the lookups you set up. Don’t send sensitive information through Skavelo, such as health information or full payment card numbers, and mark parts of your pages that show sensitive data with the data-sk-sensitive attribute so Skavelo never reads them.

12Your rights

Depending on where you live, you may have the right to access, correct, delete or export your personal data, to object to or restrict some processing, and to withdraw consent where processing is based on it. In the EU, EEA and UK these rights come from the GDPR and UK GDPR; California residents have similar rights under the CCPA and CPRA. We don’t sell or share personal information as those laws define it.

To use these rights, email hello@skavelo.com and we’ll respond within the time the law requires. If your data reached us through a customer’s product, we’ll pass your request to that customer and help them respond.

In the EU, EEA and UK, we rely on these legal bases: providing the service under our contract with you, our legitimate interests in securing and improving Skavelo, your consent where we ask for it, and our legal obligations.

13Children

Skavelo isn’t directed at children, and we don’t knowingly collect personal data from anyone under 16. If you believe a child has given us personal data, contact us and we’ll delete it.

14Changes to this policy

We may update this policy as Skavelo or the law changes. If we make a material change, we’ll tell you by email or in the dashboard before it takes effect.

15Contact

Questions about this policy, or a privacy request? Email hello@skavelo.com, or write to Peleka LLC, 30 N Gould St, Ste N, Sheridan, WY 82801, USA.