Privacy policy

Who we are

Hobson is a customer support service for businesses. This policy explains what personal data we handle, why, and the choices you have. Questions go to privacy@hobson.support.

Our two roles

For the people who sign up and use Hobson, we are the controller of their account data. For the conversations our customers bring into Hobson, the business using Hobson is the controller and we act as their processor, only handling that data on their instructions and under a data processing agreement.

What we collect

• Account data: name, email address, workspace and role, and sign-in details.
• Support content our customers connect: emails, attachments, customer contact details and order information.
• Usage data: actions taken in the app, which we keep as an audit log, and basic technical logs.
• Billing data, once billing launches, handled by our payment provider.

How we use it

• To provide the service: sorting, drafting and sending replies, and showing context such as order history.
• To keep the service secure, prevent abuse and investigate problems.
• To contact account holders about the service.

We do not sell personal data, use customer conversations for advertising, or use one customer's data to train models for another customer. Tone profiles are built only from a workspace's own replies and stay within that workspace.

Where it is stored

Data is processed and stored in the European Union, encrypted in transit and at rest. Our sub-processors are Hetzner (hosting), Neon (database), Amazon Web Services in Ireland (email delivery and file storage), TypeSafe (classifying messages) and Anthropic (drafting replies). Where a sub-processor handles data outside the UK or EU, we rely on appropriate safeguards such as standard contractual clauses.

How long we keep it

Raw inbound email is deleted after seven days once processed. Conversations and attachments are kept while a workspace is active or until the customer deletes them. When a workspace is deleted, its data and files are removed.

Your rights

Under UK and EU data protection law you can ask to access, correct, delete or export your personal data, and object to or restrict how it is used. If your data reached us through one of our customers, we will pass your request to them. You can also complain to the Information Commissioner's Office.

Changes

We will update this page when our practices change and note the date at the top.