Privacy Policy

Who we are

VERTIK Workspace ("VERTIK", "we", "us") is a cloud business platform for accounting, inventory, sales, HR and customer communication. It is built and operated by eSupport Technology, Sri Lanka.

This policy covers this website (https://vertikerp.com) and the VERTIK Workspace platform we run for our business clients. Questions about it can be sent to privacy@esupport.live.

Our role

Each business that subscribes to VERTIK (a "client") gets its own workspace on its own subdomain, with its own separate database. The records a client keeps in that workspace belong to that client. For those records the client decides what is collected and why, and we process them on the client's behalf, only to provide the service.

For enquiries sent to us through this website, we decide how the information is used, as described below.

Information we collect

• Website enquiries. When you request a demo or contact us, the details you give: your name, company, email address, phone number if you share it, and anything you tell us about your business.
• Technical information. Our web server records standard request logs (IP address, browser type, page requested and time) so we can keep the service secure and working. This website does not use advertising or analytics cookies.
• Business data inside VERTIK. The records a client stores in its workspace, such as customers, suppliers, invoices, items, stock, employees, payroll and bank transactions, and the user accounts of the client's staff.
• Data from connected channels. When a client connects Facebook, Instagram or WhatsApp, the data described in the next section.

Meta Platform Data (Facebook, Instagram and WhatsApp)

VERTIK's Communication module lets a client connect its own Facebook Page (Messenger), Instagram professional account (Direct Messages), Meta Lead Ads forms and WhatsApp Business account, so that its staff can see and answer those conversations and leads inside its VERTIK workspace. A channel is connected only when an administrator of that client signs in with Facebook and explicitly chooses which Pages and accounts to connect.

When a client connects a channel, we receive and store:

• the IDs and names of the Facebook Pages, Instagram accounts and WhatsApp Business accounts and phone numbers the client chose to connect;
• the access tokens Meta issues so that VERTIK can act for those Pages and accounts;
• messages sent to and from those Pages and accounts, including the sender's name and ID as Meta provides them and any attachments;
• lead form submissions made through the client's Meta Lead Ads forms, with the answers the person entered on the form.

How we use it:

• only to show those conversations and leads inside that client's own workspace, to let the client's staff reply from VERTIK, and to link a conversation or lead to the right customer record for that client;
• if the client turns on VERTIK's optional AI Assistant, to draft automatic replies and summaries of closed conversations for that same client, using the AI provider listed below;
• never to build profiles, never for advertising or marketing of our own or anyone else's, and never to train any AI model;
• never sold, rented or shared with any other client or any third party, except the service providers listed below that help us run the platform.

Who can see it: only users of the client that connected the channel, and among them only the people that client's administrator has given access to the Communication module through roles. Our own staff access a client's data only when the client asks us for support or when we must to keep the service secure.

Access tokens are stored encrypted in the client's database and are never shown in the VERTIK interface or sent to the browser.

Our use of information received from Meta's APIs follows the Meta Platform Terms and Developer Policies.

How we use information

• to provide, maintain and support the VERTIK platform for our clients;
• to reply to enquiries and arrange demonstrations;
• to keep the service secure, prevent abuse and investigate faults;
• to meet our legal obligations.

We do not sell personal information, and we do not use a client's business data or connected channel data for advertising.

Service providers

We use a small number of providers to run VERTIK. Each receives only what it needs to do its job:

• a virtual private server (VPS) hosting provider, on whose servers the VERTIK application and every client's database run;
• Cloudinary, which stores the images a client uploads, such as item photos;
• Google Gemini, which processes text for the optional AI features (such as conversation summaries and assisted replies) only when the client has turned those features on. Content is sent only for the request being answered;
• Meta (Facebook, Instagram and WhatsApp), which delivers the messages and leads the client has chosen to connect, and through which replies are sent.

How long we keep it

Business data, including conversations and leads from connected channels, is kept for as long as the client's subscription is active, because it forms part of the client's own records. A client can delete individual records at any time.

When a subscription ends, we delete the client's workspace and database within 90 days, unless the client asks us to keep an export for them or the law requires us to keep something longer. Encrypted backups roll over and are fully replaced within a further 30 days.

Website enquiries are kept for as long as we are in conversation with you and for up to two years afterwards, unless you ask us to delete them sooner.

Disconnecting Facebook, Instagram or WhatsApp

A client's administrator can disconnect a channel at any time in VERTIK under Communication > Call Settings > Channels, by selecting Disconnect next to it. Leads from Meta Lead Ads are switched off the same way under Communication > Lead Sources > Meta Lead Ads. When a channel is disconnected:

• VERTIK unsubscribes from that Page's or account's messages and leads on Meta, so nothing new reaches the workspace;
• VERTIK stops using the channel's access token and can no longer read or send messages for it. The encrypted token is erased, with the rest of that channel's data, when a deletion request is made;
• conversations and leads already received stay in the client's own records, like any other customer correspondence, until the client deletes them or asks us to.

You can also remove VERTIK from your Facebook account at any time under Settings > Business Integrations (or Apps and Websites), which revokes our access from Meta's side.

Deleting your data

To have data deleted, including everything VERTIK received through Facebook, Instagram or WhatsApp, follow the steps on our Data Deletion page or email privacy@esupport.live. We complete verified deletion requests within 30 days.

If you are a customer of one of our clients (for example, you sent a message to a business's Facebook Page), that business controls the conversation. You can ask the business directly, or contact us and we will pass your request to them and help them carry it out.

Security

Every client has its own separate database. All traffic to VERTIK is encrypted with HTTPS. Access tokens for connected channels are encrypted at rest. Access inside a workspace is controlled by the roles each client sets, per branch and per feature. Messages from Meta are accepted only when they carry a valid signature from Meta. We take regular backups and limit our own staff's access to what is needed to run and support the service.

No system is perfectly secure. If we become aware of a breach affecting your data, we will notify the affected client and, where required, the relevant authorities without undue delay.

Your rights

Subject to the law that applies to you, including Sri Lanka's Personal Data Protection Act, No. 9 of 2022, you can ask us to tell you what personal data we hold about you, to correct it, to delete it, to stop or restrict how we use it, or to give you a copy. You can also withdraw any consent you gave.

Send requests to privacy@esupport.live. We may need to confirm your identity first, and we reply within 30 days. Where the data belongs to one of our clients, we will work with that client to answer you.

Children

VERTIK is a business service and is not directed at children. We do not knowingly collect data from anyone under 16.

Changes to this policy

If we change this policy, we will update the date at the top of this page. If a change materially affects how a client's data is used, we will tell the client directly before it takes effect.

Contact

eSupport Technology, Sri Lanka. Email: privacy@esupport.live. You can also reach us through our contact page.