Video Service Desk - Privacy Policy
1. Who we are and what this policy covers
Video Service Desk ("VSD", "we", "us") is a product of NanoThread LLP, a limited liability partnership registered in India, with its office at E404, Jain Heights East Parade, LNR Main Road, Bengaluru, Karnataka, India.
This policy explains what personal data we collect, why, who we share it with, how long we keep it, and the choices you have. It applies to:
- our website, videoservicedesk.com
- the VSD web dashboard at app.videoservicedesk.com
- the VSD widget, links and QR codes that our customers place on their websites and marketing
- the Video Service Desk mobile apps for iOS and Android
In this policy, "Customer" means a business that subscribes to VSD. "Agent" means a person a Customer authorises to use VSD, such as a salesperson or support executive. "Visitor" means a person who visits a Customer's website or uses a Customer's VSD link, widget or QR code.
2. Our role depends on whose data it is
For Customers and Agents, we decide how account data is used. Under India's Digital Personal Data Protection Act, 2023 (DPDP Act) we are the Data Fiduciary; under the EU and UK GDPR we are the controller.
For Visitors, we act on behalf of the Customer whose website or link you used. The Customer decides what to collect and what to do with it; we process it under their instructions as a Data Processor (DPDP Act) or processor (GDPR). If you are a Visitor and want to access, correct or delete your data, please contact that business first. We will help them respond, and we will forward requests that reach us directly.
Customers are responsible for telling their Visitors that they use VSD, getting any consent the law requires (including for call recording), and linking to their own privacy notice.
3. Information we collect
We collect only what we need to connect Visitors with the right Agent, run the service, and bill for it.
Whose data | What we collect | How we get it |
|---|---|---|
Customer and Agent accounts | Name, work email, phone number, company name, password (stored hashed), role, languages, skills, availability status, calendar slots, notification settings | You provide it at sign-up, or your admin adds you |
Visitor activity on Customer websites | IP address, approximate city and country derived from the IP address, pages viewed, time spent on each page, referring page, browser and device type, a session identifier | Automatically, through the VSD widget script the Customer installs. IP address tracking is optional and can be disabled per customer account on request over email |
Visitor inquiries | Whatever the Customer's form asks for, such as name, email, phone, message, preferred language, uploaded files, and appointment time | The Visitor submits it through a VSD form, widget or link |
Calls and chats | Live audio, video and screen share; chat messages; files shared; Agent notes; call time and duration; outcome (answered, missed, scheduled) | Generated when a Visitor and Agent talk through VSD |
Recordings, transcripts and AI summaries | Audio/video recordings, text transcripts with speaker labels, and AI-generated summaries | Only when the Customer turns these features on (see section 5) |
Mobile app | Camera and microphone access only during calls you accept; push notification token; device model, operating system and app version | From your device, with the permissions you grant |
Billing | Billing name, address, GST number, plan, invoices and transaction IDs | You and our payment providers. We never see or store full card numbers |
Our own website | Pages viewed, approximate location, device type, and cookies or similar identifiers | Analytics tools on videoservicedesk.com |
Support | Emails, messages and call notes when you contact us | You provide it |
We do not knowingly collect sensitive data such as health, financial account or government ID details. Customers should not configure forms to collect them unless they have a lawful reason and tell Visitors.
4. How we use information
Purpose | Basis |
|---|---|
Connect Visitors to an available Agent, route inquiries by availability, skill, language and priority, and run calls, chats and appointments | Performing our contract with the Customer; the Customer's lawful basis for Visitor data |
Alert Agents in real time and show them who is on the site, which pages they viewed and how long they stayed | Performing our contract with the Customer |
Show Customers dashboards of inquiries, visitor activity and Agent performance | Performing our contract with the Customer |
Record, transcribe and summarise conversations, when the Customer enables it | The Customer's instructions and the consent they obtain |
Create and secure accounts, send login and verification emails, and provide support | Performing our contract with you |
Bill Customers and run our affiliate programme | Performing our contract; legal and tax obligations |
Keep the service secure, prevent abuse and fix problems | Legitimate uses permitted by law |
Improve VSD using aggregated, de-identified usage statistics | Legitimate interest |
Send product news to Customers | Consent; you can unsubscribe at any time |
We do not sell personal data. We do not use Visitor data or conversation content for advertising, and we do not combine one Customer's Visitor data with another Customer's.
5. Recordings, transcripts and AI summaries
Recording is off unless the Customer turns it on. Depending on their plan and settings, recording starts manually or automatically.
- Recording: audio and video of the call are captured on our servers and stored in cloud storage, or saved locally if the Customer chooses local recording.
- Transcription: recordings are converted to text with speaker labels by a speech-to-text service we run on cloud computing infrastructure.
- AI summaries: transcripts are sent to a large language model provider to produce a summary of key points.
We use recordings, transcripts and summaries only to provide them to the Customer. We do not use them to train AI models.
Customers must tell Visitors and Agents that a conversation may be recorded, and obtain consent where the law requires it. Customers can download or delete recordings from the dashboard at any time.
6. Who we share information with
We share personal data only with the service providers below, only for the purpose listed, and under contracts that require them to protect it.
Type of provider | What they do for us |
|---|---|
Cloud hosting and storage | Run our servers, databases and video infrastructure, and store recordings and backups |
Speech-to-text and AI services | Produce transcripts and summaries, only when the Customer enables these features |
Email delivery | Send verification, alert and account emails |
Mobile push notification services | Deliver call and inquiry alerts to the iOS and Android apps |
Payment and billing processors | Process payments, subscriptions and affiliate payouts |
Website analytics | Measure use of videoservicedesk.com only, not of Customer websites |
These providers are located in India, the European Union and the United States.
We may also share information:
- Within a Customer's account: Agents and admins of the same Customer can see the inquiries, chats, recordings and visitor activity their role allows.
- With messaging channels a Customer connects, such as WhatsApp or email, when the Customer routes inquiries through them.
- For legal reasons: when required by law, court order or a government authority, to investigate suspected fraud, illegal activity or breaches of our Terms and Conditions, or to protect the rights, safety and property of our users or the public.
- In a business transfer: if NanoThread LLP is merged, acquired or sells VSD, under the same protections as this policy.
Customers who need the names of our sub-processors for their own compliance can request the current list at support@nanothread.io.
7. Cookies, local storage and visitor tracking
The VSD widget uses browser storage and a session identifier so it can work: remembering an open chat, avoiding repeat invitations, and linking pages viewed to one visit. These are essential to the service the Customer has chosen. The widget does not use advertising cookies and does not track Visitors across unrelated websites.
Visitor location is approximate (city and country) and comes from the IP address. We do not collect precise GPS location.
On videoservicedesk.com we also use analytics cookies to understand how our own site is used. You can block or delete cookies in your browser settings; the site will still work.
8. How long we keep information, and deleting your account
We keep personal data only as long as we need it for the purposes above, then delete or anonymise it.
Data | How long we keep it |
|---|---|
Customer and Agent account data | While the account is active, until customer requests for an account deletion or we decide to cleanup inactive accounts. |
Visitor activity and inquiries | As of now all plans support storing inquiries for an unlimited amount of time unless we decide to cleanup inactive accounts. |
Recordings, transcripts and summaries | Until the Customer deletes them, or the end of the retention period their plan allows. |
Billing records and invoices | As long as Indian tax and accounting laws require |
Backups | Daily, weekly and monthly database backups, kept for disaster recovery for up to 7 years, then deleted |
Deleting your account. You can delete your account at any time by email: write to support@nanothread.io from your registered email address.
Deleting a Customer admin account closes the Customer's workspace and deletes its Agents, inquiries and recordings, after any notice period above. Deleting an Agent account removes that Agent's login and profile; inquiries and conversations they handled stay with the Customer, who owns them.
Backups. We back up our databases so we can recover from outages or data loss. Backups are encrypted, access is restricted, and we use them only to restore the service, never for any other purpose. When you delete data or an account, it is removed from our live systems promptly, but copies may remain in backups until those backups expire (up to 7 years). If we ever restore a backup, we delete again any data that was deleted after that backup was taken.
9. Security and international transfers
We protect data with encryption in transit (TLS) for the website, dashboard, apps, calls and chats; hashed passwords; role-based access inside each Customer account; and restricted, logged access for our own team.
No system is perfectly secure. If a breach affects your personal data, we will notify you and the relevant authorities as the law requires, and tell Customers promptly so they can inform their Visitors.
We are based in India, and our providers operate in the regions listed in section 6. Your data may therefore be processed outside your country. Where the law requires it, such as for data from the EU or UK, we rely on approved safeguards such as Standard Contractual Clauses.
10. Your rights
Depending on where you live, you can ask us to:
- tell you what personal data we hold about you and how we use it
- correct, complete or update it
- delete it
- withdraw consent you gave, without affecting processing already done
- object to or restrict certain processing (EU and UK)
- give you a copy in a portable format (EU and UK)
- nominate another person to exercise your rights if you die or become incapacitated (India)
We do not sell or share personal data for cross-context behavioural advertising, as those terms are used in US state privacy laws, so there is nothing to opt out of.
To use these rights, email support@nanothread.io. We may need to verify your identity. We will respond within 30 days. Visitors should contact the business whose website they visited first (see section 2). You can also complain to the Data Protection Board of India, or to your local data protection authority if you are in the EU or UK.
11. Children
VSD is a business tool and is not meant for anyone under 18. We do not knowingly collect children's personal data. If you believe a child has given us personal data, contact us and we will delete it.
12. Changes to this policy
We will post any changes on this page and update the effective date. If a change is significant, we will also email Customers or show a notice in the dashboard and apps before it takes effect.
13. Contact and Grievance Officer
For questions, requests or complaints about your personal data, contact our Grievance Officer:
Ayushman Chatterjee, Designated Partner, NanoThread LLP, Bengaluru, Karnataka, India Email: support@nanothread.io
Please mark your email "Data protection request" so we can respond quickly.