Effective Date: 1st April 2025

This Privacy Policy describes how Support Fusion Pty Ltd (ACN 685 654 326) ("Support Fusion", "we", "our", "us") collects, uses, discloses, and protects your personal information.

We are committed to managing personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

By using our websites, applications, products, or services (the "Services"), you agree to the terms of this Privacy Policy.

1. Information we collect

We collect information that is necessary to provide and improve our Services, including:

a. Information you provide

• Contact details (such as name, email address, phone number, company name, job title)

• Account registration details

• Communications with us (including support queries and feedback)

b. Information collected automatically

• Usage data (such as IP addresses, device information, browser type, interactions with the Services)

• Diagnostic and performance data

• Metadata from ticketing, service management, and system integration activities

c. Information from integrations

If you connect third-party platforms to our Services (such as ITSM, PSA, RMM, CRM systems), we may access:

• Ticket and incident data

• Service request records

• Contract and billing metadata

• Related service operational information

We use this data to deliver functionality, improve services, and generate insights.

2. How we use your information

We may use your information to:

• Provide, maintain, and improve our Services

• Communicate with you about updates, security alerts, support issues, and administrative messages

• Derive actionable insights through aggregation and analysis

• Develop new products, features, and capabilities

• Comply with legal obligations

We may aggregate or de-identify data so that it no longer identifies individuals. Aggregated or anonymised information may be used for benchmarking, analytics, product development, and reporting purposes.

3. Data ownership

You retain ownership of the data you submit to our Services.

By submitting data, you grant Support Fusion a non-exclusive, worldwide, royalty-free right to use, copy, store, process, transmit, and display that data as reasonably necessary:

• To deliver and improve the Services

• To create de-identified, aggregated datasets for analytics

• To generate business intelligence and operational insights

We do not sell your personal data to third parties.

4. How we share your information

We may disclose information to:

• Service providers who help us operate, host, analyse, or secure our Services

• Professional advisers (such as legal and accounting firms)

• Regulators, law enforcement agencies, or other authorised third parties where required by law

• Other parties where you have given your consent

Our service providers are contractually required to protect your information and use it only for the purposes specified by Support Fusion.

5. Security

We use appropriate technical and organisational measures to protect your information, including encryption, access controls, network security, and secure hosting environments.

Despite our efforts, no system can be completely secure. We cannot guarantee absolute security, but we are committed to continuously improving our security posture.

6. International data transfers

Support Fusion may transfer personal information to jurisdictions outside Australia where our service providers operate. Where we do so, we take reasonable steps to ensure that your information is handled consistently with Australian privacy law.

7. Data retention

We retain your personal information for as long as necessary:

• To provide the Services

• To comply with legal obligations

• To resolve disputes

• To enforce our agreements

Aggregated and de-identified data may be retained indefinitely.

8. Accessing and correcting your information

You may request access to or correction of your personal information by contacting us (see Section 11).

We may need to verify your identity before fulfilling your request. In certain circumstances, we may refuse access as permitted by law (for example, where disclosure would unreasonably impact the privacy of others).

9. Your choices

You may:

• Opt out of marketing communications by following the unsubscribe instructions provided in our communications

• Choose not to provide certain information (which may limit your ability to use some features)

• Request that we delete your personal information, subject to our legal and operational requirements

10. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. We will notify you of material changes through the Services or via email.

Your continued use of the Services after any update constitutes your acceptance of the revised Privacy Policy.

11. Contact us

If you have any questions, concerns, or complaints about this Privacy Policy or our handling of your personal information, please contact:

Support Fusion Pty Ltd
ACN 685 654 326
Email: privacy@suppfusion.com
Website: https://www.suppfusion.com
Registered Address: 81-83 Campbell Street, Surry Hills, NSW 2010

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.