Legal

Privacy Policy

Last updated: June 11, 2026

This Privacy Policy explains what data Support Alerts ("the App", "we", "us") collects when you connect your Intercom and Slack workspaces, how it's used, and how it's protected.

1. Data we access

When you install the App, we access the following via official APIs:

  • Intercom: workspace details, admin/teammate list, conversations, contacts, teams, and SLA data — limited to what's required to evaluate your Rules and render alerts.
  • Slack (optional): workspace and team info, member list and emails (to match agents to Slack accounts), and channel list (to let you choose a default notification channel).
  • Email (optional): the email addresses you configure for digest delivery, and the SMTP credentials you provide to send from your own domain.

2. How we use this data

Data is used solely to operate the App, specifically to:

  • Evaluate your configured Rules against incoming Intercom events.
  • Render notification content (e.g. customer name, conversation link, SLA timing).
  • Deliver alerts to the Slack and email destinations you configure.
  • Maintain a notification history so you can review past alerts and escalations.
  • Operate billing for paid plans through our payment processor.

We do not sell your data, and we do not use it for advertising.

3. Data storage & security

  • OAuth access tokens for Intercom and Slack are encrypted at rest using AES-256-GCM before being stored in our database.
  • Webhook payloads from Intercom are verified using HMAC signatures before being processed.
  • Notification logs are retained according to your plan's history window (7 days, 90 days, or 1 year) and may be deleted automatically after that period.
  • Data is stored on infrastructure operated by reputable cloud providers with encryption in transit (TLS) for all API communication.

4. Data retention & deletion

If you uninstall the App from Intercom, we stop processing new events for your workspace immediately. Your configuration and historical data are retained for a limited period in case you reinstall, after which they may be permanently deleted. You can request earlier deletion of your workspace's data at any time.

5. Sub-processors

We rely on a small number of third-party services to operate the App, including our hosting provider, database provider, payment processor (for paid plans), and your own configured email provider (for digests). Each of these sub-processors only receives the data necessary to perform their function.

6. Your choices

  • Disconnect Slack at any time from your settings page without affecting your Intercom connection.
  • Adjust mute hours, working days, and digest cadence per agent.
  • Pause or delete individual notification Rules at any time.
  • Uninstall the App entirely from the Intercom App Store to revoke all access.

7. Children's privacy

The App is intended for use by businesses and their support teams. It is not directed at, and we do not knowingly collect data from, individuals under the age of 16.

8. Changes to this policy

We may update this Privacy Policy from time to time. Material changes will be reflected by updating the "Last updated" date above.

9. Contact

For privacy questions or data deletion requests, reach out from your Support Alerts settings page, or to the support address provided at checkout.