Privacy Policy

Formend ("Formend", "we", "us", or "our") provides a plug-and-play API and SDK that helps businesses review customer support conversations, generate QA scores, audit agent performance, and surface service quality issues to supervisors and authorised BPO managers.

Website: https://formend.tech

1. Data We Collect

We may collect:

Account data

• name
• email address
• company name
• billing information
• login details
• subscription status

Customer support data processed through Formend

• chat logs
• support tickets
• agent messages
• customer messages
• QA scores
• AI-generated audit notes
• supervisor review notes
• timestamps and conversation metadata

Technical data

• API keys
• IP addresses
• device/browser information
• usage logs
• error logs
• security logs

Payment data

Payments are handled by Stripe. We do not store full card details.

2. How We Use Data

We use data to:

• provide the Formend API and SDK
• analyse support conversations
• generate QA scores and audit summaries
• provide dashboards or reports to supervisors
• manage subscriptions and billing
• secure the platform
• improve reliability and performance
• provide customer support
• comply with legal obligations

3. AI Processing

Formend may send support conversations or related text to an AI provider, currently Anthropic Claude, to generate QA analysis, scoring, summaries, and audit logs.

We do not sell customer support data.

We do not use customer support conversations to train our own AI models unless we clearly agree this with the customer in writing.

4. Who Can Access Data

Access may be given to:

• the customer's authorised supervisors
• authorised BPO managers or quality assurance staff
• Formend administrators where needed for support, security, or debugging
• approved subprocessors used to operate the service

5. Subprocessors

We currently use or may use:

• Stripe for payments and subscription billing
• Railway for backend hosting
• Netlify for frontend hosting
• Anthropic Claude for AI processing
• database/storage providers used to operate the service

6. Legal Basis

Where GDPR or UK GDPR applies, we process data based on:

• contract necessity
• legitimate interests
• consent where required
• legal obligation

For customer support conversations uploaded by a business customer, that customer is usually the data controller and Formend acts as the data processor.

7. Data Retention

We retain personal data only for as long as necessary to provide the service, comply with legal obligations, resolve disputes, and maintain security.

Customer support conversations and QA logs may be retained according to the customer's subscription settings, contract, or agreed retention period.

8. Security

We use reasonable technical and organisational measures including HTTPS, access controls, environment variables for secrets, restricted access, and third-party infrastructure providers with security controls.

No system is 100% secure.

9. International Transfers

Our service providers may process data outside the UK or EEA. Where required, we rely on appropriate safeguards such as standard contractual clauses or equivalent mechanisms.

10. Your Rights

Depending on your location, you may have rights to:

• access your data
• correct your data
• delete your data
• object to processing
• restrict processing
• request portability
• complain to a regulator

To make a request, contact: privacy@formend.tech

11. Contact

For privacy questions, contact:

Formend
Email: privacy@formend.tech
Website: https://formend.tech