Cookie Policy

Your choices

HelpCenter Solutions Ltd. uses essential cookies to provide the requested service. Optional measurement requires your prior choice. Cookie settings lets you accept all, reject optional tracking, or choose Functional, Website analytics and Campaign and account attribution separately. Functional enables our internal widget usage analytics. Proactive help and contextual article suggestions remain available regardless of your choice. Accept all includes all three purposes. Rejection does not prevent sign-in, signup, purchase or access to support. Scrolling, navigating and accepting the Terms do not give consent.

Our own measurement honours Do Not Track and Global Privacy Control, as well as an existing opt-out. A saved acceptance does not override these protections. Missing, expired or invalid choices mean optional tracking is off. Choices expire 180 days after you save them, whether you accept or reject.

Cookies and storage

New preferences and optional identifiers are host-only. They do not authorise tracking on customer subdomains or custom domains. Old parent-domain identifiers are expired on withdrawal. Customer help centres and their configured integrations have their own controllers and notices.

Optional purposes and recipients

Website analytics: HelpCenter Solutions Ltd. uses its own measurement and Google Analytics on the website and blog to understand visits and interactions, device information and approximate location. Our own measurement runs on EU infrastructure; Google processes data as an external recipient and may process it outside the EU. Google receives your network address when your browser connects. We do not send HelpCenter.io account identifiers, email addresses or subscription revenue to Google. Advertising personalization and Google signals are disabled. Campaign parameters and account/revenue joins in our own measurement require the separate attribution choice.

Campaign and account attribution: separately measures campaign visits and interactions and can link a consenting browser to its signed-in account, plan and subscription revenue. This is optional even though we host it ourselves. We do not store IP addresses in these attribution records, do not track you on other websites through this system, and do not sell or share its browser-level measurement with advertising networks; no advertising network receives it from this system.

Our retention policy sets a maximum of 13 months for personal marketing records, including linked visitors, touchpoints, attribution and conversion records, independently of how long an account exists. Our controlled rollout includes a reviewed cleanup of existing records. Invoices and records required for accounting are separate.

Automated retention enforcement is pending the reviewed rollout. Historical records may remain until that cleanup is completed; contact office@helpcenter.io to request deletion.

Disabled services and requested features

The standard help widget provides search, reading, support, proactive prompts and contextual article suggestions regardless of Functional consent. It uses visible page text to find relevant articles and current-page signals such as time and scroll to offer help. With Functional off, prompt state stays in memory for that page, no prompt statistics are reported, and rules that require stored visitor history cannot identify first or returning visits. Functional enables internal usage analytics, session and journey markers, and persistent prompt history so we can improve our platform, content and assistance. See our Privacy Policy for the data processed.

Google Analytics is blocked until Website analytics is accepted; no Google analytics request or consent ping is sent before that choice. Rejecting or withdrawing stops it. Google Tag Manager containers, Hotjar session replay, Pingdom browser measurement and Capterra conversion tracking are disabled in this version. The standard help widget’s assistance stays available before and after your consent choice; its optional usage analytics requires Functional. The disabled tracking services are not enabled by Accept all. Previous versions loaded these services; legacy cookies may remain in an older browser profile. We clear owned cookies and storage where accessible, but cannot erase cookies held on another provider’s domain.

Website fonts and icons are served from our own assets. Anti-abuse checks and requested payment features can contact their providers to perform the requested security or payment function. See the Privacy Policy for recipient roles and location information.

Google Analytics user-level and event-level retention is configured to two months without renewal on new activity; most standard aggregate reports are separate. For Google’s processing, see Google’s Privacy Policy and its international transfer information. Requests concerning Google-held history are handled through our privacy contact; deleting your local cookies does not delete data already held by Google.

Withdraw or request deletion

Use Cookie settings and Reject optional to withdraw. Withdrawing Functional stops widget usage measurement and clears its accessible browser identifiers and persistent prompt history. Proactive help, contextual suggestions and requested help remain available. Withdrawing marketing measurement stops capture and invalidates queued writes under the revoked grant. You may also turn off our own website analytics and explicitly request deletion of the browser’s history. The browser erasure tool covers marketing-website measurement under earlier choices linked to that browser’s preference reference; it does not erase another browser’s history. To delete optional marketing history across browsers, sign in and use Request erasure on the Cookie settings page. This includes derived attribution and conversion records and keeps invoices and account data. Contact office@helpcenter.io for an account-level request, widget-use records or vendor-held copies.