Privacy Policy

1. Controller

The controller within the meaning of the General Data Protection Regulation (GDPR) for this information offering is:

INSPIRED SOFTWARE, David Kubitsch, Schönfließer Straße 3, 10439 Berlin, Germany
Phone: +49 30 54632960 · Email: info@inspiredsoftware.de

2. Scope of this policy

This policy describes the data processing of this information offering. SupportFlowAI itself is a web application that you or your service provider operate entirely on your own infrastructure — there is no server operated by us and no central, cross-product database. Your support email archive, the knowledge base derived from it, and all drafts remain exclusively on the installation you operate.

3. Your rights as a data subject

You have the following rights regarding your personal data concerning us:

• Right of access (Art. 15 GDPR)
• Right to rectification of inaccurate data (Art. 16 GDPR)
• Right to erasure (Art. 17 GDPR)
• Right to restriction of processing (Art. 18 GDPR)
• Right to data portability (Art. 20 GDPR)
• Right to object to processing (Art. 21 GDPR)
• Right to lodge a complaint with a supervisory authority (Art. 77 GDPR)

Please contact the address given above to exercise these rights.

4. Accessing this information offering

When you access these pages, the web server automatically processes technical access information (including IP address, date/time, page accessed, browser/operating system identifier), as is technically necessary for any web server operation. This information is used exclusively for the secure and stable operation of the pages and is not merged with other data sources. No analytics or tracking cookies and no external analytics services are used.

5. Local data storage by the application

SupportFlowAI stores email account credentials, imported raw messages, the derived knowledge base (QaPairs with embedding vectors), generated drafts, and the audit log exclusively in a local SQLite database (data/supportflowai.db) on the installation you operate. We as the manufacturer never have access to this data — no automatic transmission to us takes place. Email credentials are additionally encrypted via the Data Protection API rather than stored in plain text.

Email addresses, phone numbers, and IBANs are automatically masked in the training examples stored for the knowledge base; the unmasked original message is kept separately with more restrictive access rights so it remains usable, e.g., for sending the reply.

6. Processing by the local AI service (Ollama)

Embeddings and reply drafts are generated by default by a locally run Ollama service (http://localhost:11434) — on the same infrastructure as SupportFlowAI itself, without transmission to an external AI provider.

7. Optional cloud LLM fallback

Under /Admin/Llm, a cloud language model (e.g. OpenRouter, OpenAI, or Anthropic) can optionally be configured as a deliberately limited fallback for text generation. Only if this feature is actively configured, the relevant inquiry text and the matched source cases are transmitted to the chosen cloud provider for draft generation and processed there under their own privacy terms. Embeddings and the similarity search itself remain unaffected and always local. Without active configuration of this option, no such transmission takes place.

8. No telemetry

SupportFlowAI does not send usage statistics, crash reports, or any other telemetry data to us or third parties. Network access by the application is limited to the local Ollama service, the configured mail server (IMAP/SMTP), and the optional cloud fallback described under point 7.

9. Retention period

Since all data is stored exclusively on the installation you operate, you determine the retention period yourself — e.g. via the curation feature (removing outdated entries) or direct deletion in the database.

10. Changes to this policy

This privacy policy may be adapted if the data processing changes. The current version is always available on this page.