Kalamari Privacy Policy

1. Information We Collect

We collect the following categories of information when you use Kalamari:

• Email address used to request a one-time login code
• One-time verification code you enter to sign in
• Support messages you submit through the app
• Images or attachments you upload in support conversations
• Support call actions you trigger from within a ticket
• Contact ID, customer ID, customer name, ticket metadata, and ticket history associated with your account
• Basic technical request data such as IP address and network metadata needed to operate the service securely

The current app does not include third-party advertising SDKs or in-app analytics SDKs.

2. How We Use Information

• Send one-time login codes
• Verify your identity and create authenticated sessions
• Show support tickets and conversation history associated with your account
• Allow you to create support conversations and reply to existing ones
• Process and attach uploaded images to support tickets
• Record support-related actions initiated through the app, such as inbound call tagging
• Maintain account access, security, and fraud prevention
• Operate, troubleshoot, and improve the service
• Comply with legal obligations and maintain business records

3. How Authentication Works

When you request a login code, we look up your contact record in our support platform using the email address you entered. If a matching contact is found, we generate a one-time verification code and send it by email.

After successful verification, we create an authenticated session token. The Kalamari app stores that token locally on your device using secure device storage.

4. How Messages and Attachments Are Handled

When you send a message through the app, that message is transmitted to our backend and then posted into our support platform as part of your support ticket.

When you upload an image, the image is first stored in temporary cloud storage so it can be processed and attached to your support ticket. The image is then attached to the corresponding ticket in our support platform, and a reference is stored so the app can display the attachment in the conversation.

5. Retention

Our current systems use the following retention behavior:

• One-time verification codes are stored for up to 10 minutes
• Session records are stored for up to 30 days
• Certain internal markers used to classify customer-authored comments may be stored for up to 1 year
• Images stored temporarily for processing are cleaned up after about 7 days if stale

Support records, ticket messages, attachments, and related account data may also remain in our support platform according to operational, contractual, legal, and recordkeeping requirements.

6. Service Providers and Third Parties

We use third-party providers to operate Kalamari, including:

• Cloudflare, for backend hosting, KV storage, and temporary image storage
• Resend, for delivery of one-time login code emails
• Syncro, as the support and ticketing platform where support tickets, messages, and attachments are managed

7. Sharing of Information

We share information only as needed to provide and operate the service, including:

• With service providers described above
• With our support operations through our ticketing system
• When required by law, legal process, or to protect rights, safety, and security
• In connection with a business transfer, merger, acquisition, or reorganization, if applicable

We do not describe the app as using third-party advertising or selling user data in the current implementation.

8. Security

We use reasonable administrative, technical, and organizational measures to protect information processed through Kalamari. However, no method of transmission or storage is completely secure, and we cannot guarantee absolute security.

9. Your Choices and Rights

You may stop using the app at any time. You may also contact us to request access, correction, or deletion of personal information, subject to applicable law and our legitimate business and legal recordkeeping obligations.

10. Children's Privacy

Kalamari is not directed to children under 13, and we do not knowingly collect personal information from children under 13 through the app.

11. International Processing

Depending on where you are located and where our providers operate, your information may be processed in countries other than your own.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. If we make material changes, we may update the effective date above and provide additional notice where appropriate.

13. Contact Us