Privacy policy
1. Who we are
Fabrix.ai ("we", "us") operates NeoOps, an incident routing service available at https://neoops.ai and through the web app and API (together, the "Service"). This policy explains what information we collect, how we use it, and the choices you have.
Questions about this policy go to privacy@neoops.ai.
2. Information we collect
- Account information: your name and email address. If you sign in with Google, we receive your name, email address and profile picture from Google.
- Customer Content: the historical incidents you upload to your incident cache, your field mappings and routing settings, and any knowledge documents you add.
- Routing requests: the incidents you send to the Service to be routed.
- Usage and billing data: token counts, cost, time of each request, which API key or user made it, and your credit balance.
- Payment information: handled by our payment processor. We do not receive or store full card numbers.
- Website data: basic technical information such as browser type and pages visited, and the cookies described in section 9.
- Messages you send us: anything you include when you contact support or fill in a form.
3. How we use it
- To provide the Service: store your incident cache and answer your routing requests.
- To bill you: track usage against your credit and process payments.
- To keep the Service secure: detect abuse, prevent fraud and investigate problems.
- To support you: respond to questions and fix issues you report.
- To tell you about the Service: changes, outages, and billing notices. We will not send marketing email unless you opt in.
4. What we do not do
- We do not use Customer Content or routing requests to train or improve models, ours or anyone else's.
- We do not send your tickets to third-party LLM providers.
- We do not sell personal information.
- We do not track you across other websites for advertising.
5. How long we keep it
- Routing requests: zero retention. Incidents you send for routing are processed, answered and discarded. We keep only the usage data in section 2, for billing.
- Customer Content: kept in your account for the retention period you set, or until you clear your cache or close your account. After you close your account, we delete it within 30 days.
- Account, usage and billing data: kept while your account is open and afterward for as long as tax, accounting or legal rules require.
7. Security
We use reasonable technical and organizational measures to protect your information, including encryption in transit, access controls, and per-account separation of Customer Content. API keys are shown to you once and can be revoked at any time. No system is perfectly secure, so please keep your API keys private.
8. Your rights
You can view, export and delete your Customer Content in the app at any time. Depending on where you live, including California (CCPA/CPRA) and the European Economic Area or United Kingdom (GDPR), you may also have the right to access, correct, delete or receive a copy of your personal information, and to object to or restrict certain processing.
To make a request, email privacy@neoops.ai. We will respond within the time required by law and will not treat you differently for using these rights.
10. Children
The Service is for businesses and is not directed to anyone under 16. We do not knowingly collect information from children.
11. Where data is processed
We process and store information in the United States. If you use the Service from another country, you agree to that transfer, and we will apply the protections required by applicable law.
12. Changes to this policy
We review this policy regularly. If we change it, we will post the new version here with a new effective date, and we will notify account holders of material changes by email. Continued use of the Service after a change takes effect means you accept the updated policy.
13. Contact
Fabrix.ai, [registered address]. Email: privacy@neoops.ai.