Remote Help
Privacy Policy
BG-SOFT Ltd. (reg. 114609304), Pleven, Bulgaria ("Controller") is responsible for processing personal data when you use this website.
1. Data collected when visiting the site
The web server automatically records the following in system logs for every visit:
• IP address and hostname (DNS)
• Browser and operating system (User-Agent)
• Date, time and page visited
• Referrer URL (page you came from)
Legal basis: Legitimate interest (Art. 6(1)(f) GDPR) — server security and operational maintenance. Logs are retained for up to 12 months.
2. Analytics and visit tracking
This site may use third-party analytics tools (e.g. Google Analytics) to measure traffic. When activated, a cookie consent notice will be added. These tools process data according to their own privacy policies.
3. Demo software download requests
When submitting a download request form, additional data is processed:
• Provided by you: full name, company, occupation, city, phone, email
• Technical: IP address, hostname, browser, referrer URL, date and product requested
Legal basis: Explicit consent (Art. 6(1)(a) GDPR). Retention: up to 3 years.
4. Support form
When submitting a support request, the following data is processed:
• Provided by you: name, email, subject, problem description, selected product
• Technical: IP address (for rate limiting)
The data is sent to our ticket management system (Jira Cloud by Atlassian) for technical support purposes.
Legal basis: Explicit consent (Art. 6(1)(a) GDPR). Retention: until resolution + 3 years.
5. AI chat assistant
The support page provides an AI chat assistant that works as follows:
• Question processing: Your questions are sent to a BG-SOFT server that uses an AI model (OpenAI API) to generate answers based on product documentation.
• Data sent to OpenAI: question text, conversation context (up to last 10 messages), and product identifier. No personal data (name, email) is sent to OpenAI.
• Escalation to operator: If the AI cannot answer, the question is forwarded to a human operator via Telegram. You may optionally provide an email for follow-up.
• Browser storage: Chat history is stored in sessionStorage (cleared when the tab is closed).
• Feedback: You can rate answers (helpful/not helpful) and leave a comment. This information is stored on our server to improve quality.
Legal basis: Legitimate interest (Art. 6(1)(f) GDPR) for providing technical support. For escalation with email: consent (Art. 6(1)(a) GDPR).
Sub-processor: OpenAI, LLC (USA) processes data according to OpenAI Enterprise Privacy. Data sent via the API is not used to train models.
6. Your rights
You have the right to access, rectify, erase, restrict processing, port your data, and withdraw consent at any time.
Contact: support@bg-soft.com
7. Supervisory authority
You may lodge a complaint with the Commission for Personal Data Protection (CPDP): www.cpdp.bg
The web server automatically records the following in system logs for every visit:
• IP address and hostname (DNS)
• Browser and operating system (User-Agent)
• Date, time and page visited
• Referrer URL (page you came from)
Legal basis: Legitimate interest (Art. 6(1)(f) GDPR) — server security and operational maintenance. Logs are retained for up to 12 months.
2. Analytics and visit tracking
This site may use third-party analytics tools (e.g. Google Analytics) to measure traffic. When activated, a cookie consent notice will be added. These tools process data according to their own privacy policies.
3. Demo software download requests
When submitting a download request form, additional data is processed:
• Provided by you: full name, company, occupation, city, phone, email
• Technical: IP address, hostname, browser, referrer URL, date and product requested
Legal basis: Explicit consent (Art. 6(1)(a) GDPR). Retention: up to 3 years.
4. Support form
When submitting a support request, the following data is processed:
• Provided by you: name, email, subject, problem description, selected product
• Technical: IP address (for rate limiting)
The data is sent to our ticket management system (Jira Cloud by Atlassian) for technical support purposes.
Legal basis: Explicit consent (Art. 6(1)(a) GDPR). Retention: until resolution + 3 years.
5. AI chat assistant
The support page provides an AI chat assistant that works as follows:
• Question processing: Your questions are sent to a BG-SOFT server that uses an AI model (OpenAI API) to generate answers based on product documentation.
• Data sent to OpenAI: question text, conversation context (up to last 10 messages), and product identifier. No personal data (name, email) is sent to OpenAI.
• Escalation to operator: If the AI cannot answer, the question is forwarded to a human operator via Telegram. You may optionally provide an email for follow-up.
• Browser storage: Chat history is stored in sessionStorage (cleared when the tab is closed).
• Feedback: You can rate answers (helpful/not helpful) and leave a comment. This information is stored on our server to improve quality.
Legal basis: Legitimate interest (Art. 6(1)(f) GDPR) for providing technical support. For escalation with email: consent (Art. 6(1)(a) GDPR).
Sub-processor: OpenAI, LLC (USA) processes data according to OpenAI Enterprise Privacy. Data sent via the API is not used to train models.
6. Your rights
You have the right to access, rectify, erase, restrict processing, port your data, and withdraw consent at any time.
Contact: support@bg-soft.com
7. Supervisory authority
You may lodge a complaint with the Commission for Personal Data Protection (CPDP): www.cpdp.bg
BG-SOFT Privacy Policy |