Last updated: July 1, 2026
1. Introduction
Replylume, Inc. ("the Company," "we," "us," or "our") operates the website replylume.com and provides an AI-driven tier-1 support ticket resolution platform for SaaS teams (the "Service"). This Privacy Policy explains what information we collect, how we use it, and your choices. It applies to information collected through replylume.com and through direct communications with us.
Replylume's core product processes helpdesk ticket data submitted by SaaS support teams on behalf of their customers. That data -- ticket content, order records queried from connected billing systems, and CRM write-back records -- is processed solely to execute automated ticket resolutions, generate audit logs, and return resolution outcomes to the originating helpdesk. We do not use customer support ticket content to train machine learning models without explicit written consent from the deploying team. Our data minimization approach is described in our security posture documentation.
We are based at 600 Congress Avenue, Suite 1400, Austin, TX 78701 and can be reached at [email protected].
2. Information We Collect
2.1 Information You Provide
We collect information you submit directly, including:
- Contact details (name, work email, company name, phone) when you fill out a demo request form, contact us, or subscribe to updates;
- Company information you choose to share (role, support platform, monthly ticket volume, project context);
- The content of any messages you send us through our contact form or by email.
2.2 Information Collected Automatically
When you visit replylume.com, we automatically collect limited technical information:
- IP address and approximate location (city/region level);
- Browser type, operating system, device class;
- Pages visited, referring URLs, time on page;
- Cookie and similar identifiers (see Section 5 and our Cookie Policy).
2.3 Service Data (For Customers)
When a SaaS team deploys Replylume to automate their support queue, the Service processes helpdesk ticket data on their behalf. This includes: ticket subject and body text for classification, customer contact identifiers used to query the connected billing system, order records fetched from Stripe or Paddle, and resolution outcomes written to the connected CRM. This data is processed as a service provider acting on behalf of the deploying team and is governed by the customer data processing terms in our subscription agreement. Raw ticket body text is not retained after the resolution cycle completes.
2.4 We Do Not Knowingly Collect Children's Data
replylume.com is not directed to children under 13. We do not knowingly collect personal information from children. If you believe a child has provided us information, contact [email protected] and we will delete it.
3. How We Use Information
We use the information we collect to:
- Respond to demo requests and provide information about Replylume's capabilities;
- Operate, maintain, and improve replylume.com and the Service;
- Send service updates and, with your consent where required, relevant communications about support automation;
- Detect, investigate, and prevent fraudulent or unauthorized use;
- Comply with legal obligations.
We do not sell personal information for monetary value. Where applicable state law treats certain advertising arrangements as a "sale" or "share," see the relevant state section below.
4. Sharing of Information
We share personal information only with:
- Service providers acting on our behalf (hosting, email delivery, analytics, billing infrastructure) under contractual confidentiality terms;
- Authorities, when required by law or to protect rights, safety, or property;
- A successor entity in the event of a merger, acquisition, or asset sale, subject to this Policy.
We do not sell personal information to third parties.
5. Cookies and Tracking
We use cookies and similar technologies to operate the site, remember preferences, and measure usage. For details and choices, see our Cookie Policy.
6. Data Retention
We retain personal information only as long as needed for the purposes described, to comply with legal or accounting obligations, and to resolve disputes. Inactive marketing-list contacts are purged after 24 months. Server access logs are retained 90 days, then aggregated. Automated resolution audit records are retained 90 days by default (configurable by the deploying customer team within the Service).
7. Security
We use administrative, technical, and physical safeguards designed to protect personal information, including TLS 1.3 encryption in transit, AES-256 encryption at rest for stored data, restricted-access databases, and least-privilege access controls on the billing system integration scope. No system is perfectly secure; we cannot guarantee absolute security.
8. Your General Rights
Depending on your jurisdiction, you may have rights including access, correction, deletion, and the ability to limit certain processing. To make a request, email [email protected]. We will respond within the timeframe required by applicable law.
9. Texas Residents (TDPSA)
Under the Texas Data Privacy and Security Act ("TDPSA"), Texas residents have the rights described below regarding personal data we control or process.
9.1 Your TDPSA Rights
- Right to Confirm and Access: confirm whether we are processing your personal data and obtain access to it.
- Right to Correct: correct inaccuracies in your personal data.
- Right to Delete: request deletion of personal data we have collected from or about you.
- Right to Data Portability: obtain a portable copy where we maintain it electronically and where technically feasible.
- Right to Opt Out: opt out of targeted advertising, sale of personal data, and profiling for decisions producing legal or similarly significant effects. We do not engage in any of these activities.
9.2 Sensitive Data Consent
If we ever process sensitive data as defined under TDPSA (e.g., precise geolocation, biometric, health data), we will obtain your prior consent. The Service does not currently process such data.
9.3 How to Exercise
Email [email protected]. We respond within 45 days; one 45-day extension is available with notice to you.
9.4 Appeal
If we deny your request you may appeal by replying to our response. If denied on appeal, contact the Office of the Texas Attorney General Consumer Protection Division.
9.5 California Visitors
If you are a California resident visiting from another state, you may also exercise the rights granted under the California Consumer Privacy Act ("CCPA") and California Privacy Rights Act ("CPRA"), including the right to know, the right to delete, the right to correct, and the right to opt out of sale or sharing. We do not sell personal information and do not "share" personal information for cross-context behavioral advertising.
To submit a CCPA / CPRA request, email [email protected] with the subject line "California Privacy Request."
10. Changes to This Policy
We may update this Policy from time to time. Material changes will be reflected by a new "Last updated" date and, where appropriate, a notice on the Service.
11. Contact
Questions, requests, or complaints can be sent to:
Replylume, Inc.600 Congress Avenue, Suite 1400
Austin, TX 78701
Email: [email protected]
Phone: +1 (512) 476-0231