Privacy Policy

1. Introduction

This Privacy Policy explains how Hokku, operated by Hokku LLC ("Hokku," "we," "us"), collects, uses, and shares information when you use our platform, websites, and services (the "Service"). It should be read together with our Terms of Service.

2. Controller and Processor Roles

For information about your own account and your use of the Service (such as account, billing, and usage data), we act as the data controller.

For the content you and your Authorized Users place into your workspace — tickets, comments, attachments, knowledge-base articles, and other Customer Data — you are the controller and we act as a processor handling that data on your behalf and under your instructions. If you are a business customer subject to data-protection law, our Data Processing Addendum governs our processing of that data. End customers should direct privacy requests about their data to the organization operating the relevant workspace.

3. Information We Collect

Account Information

When you create an account we collect your name, email address, username, and password (stored only in hashed form). You may optionally provide a profile photo, icon, or color.

Billing Information

If you purchase a paid plan, our payment processor (Stripe) collects and processes your payment details. We do not store full payment-card numbers; we receive limited information such as billing contact, plan, and transaction status.

Usage, Device & Log Data

We automatically collect information about how you use the Service, including features used, actions taken, timestamps, approximate location derived from IP address, IP address, and device and browser information. This supports security, troubleshooting, and product improvement.

Customer Data

You may store tickets, comments, attachments, custom-field values, knowledge-base articles, automation flows, and other content within your workspace. This Customer Data belongs to you; we process it on your behalf as described in Section 2.

AI Inputs

When you use AI Features (such as Verse), we process the inputs you provide and relevant workspace context to generate responses, as described in Section 5.

Communications

If you contact support or correspond with us, we keep those communications.

4. How We Use Information

• Provide, operate, maintain, and secure the Service;
• Process transactions and send billing-related messages;
• Provide support and send service, security, and administrative messages;
• Monitor, analyze, and improve the Service, including through aggregated or de-identified usage data;
• Detect, prevent, and address abuse, fraud, security incidents, and violations of our Terms; and
• Comply with legal obligations and enforce our agreements.

Where data-protection law applies, our legal bases are: performance of our contract with you; our legitimate interests in operating and securing the Service; your consent (where requested); and compliance with legal obligations. We do not sell your personal information or Customer Data, and we do not use Customer Data to train our own or others' general AI models.

5. AI Features & Data Processing

When you use AI Features, the inputs you submit and relevant context may be transmitted to third-party AI providers (for example, OpenAI and Anthropic) acting as our sub-processors, solely to generate Output for you. We select providers that contractually agree not to use data submitted through their business APIs to train their models, except as needed to provide the service. If you connect your own AI provider key, that processing is also governed by your provider's terms. You control what information you submit to AI Features; avoid entering information you do not wish to be processed by an AI provider.

6. How We Share Information

We share information only as follows:

• Sub-processors and service providers who help us run the Service under confidentiality and data-protection obligations (see below);
• At your direction, such as integrations or email channels you configure;
• Legal and safety — to comply with law, legal process, or lawful requests, and to protect the rights, property, and safety of Hokku, our users, and the public;
• Business transfers — in connection with a merger, acquisition, financing, or sale of assets, subject to this Policy.

Current sub-processors:

• Stripe — payment processing
• UpCloud — application and data hosting
• Email/SMTP providers — sending transactional and notification email, including channels you configure
• OpenAI and Anthropic — powering AI Features

We do not use third-party advertising or cross-site tracking.

7. Cookies

We use essential cookies and similar technologies only — for session authentication and security (such as CSRF protection). We do not use advertising cookies, cross-site tracking, or third-party analytics cookies. See our Cookie Policy for details.

8. Data Retention

We retain account and usage data while your account is active and for a reasonable period afterward as needed for legitimate business and legal purposes. When you close your account or delete a workspace, we delete the associated Customer Data within 30 days, except: (a) where a longer period is required by law; (b) data in routine backups, which is removed on our standard backup cycle; and (c) de-identified or aggregated data. You can export your data at any time (CSV or JSON) while your account is accessible.

9. Security

We apply administrative and technical safeguards designed to protect your information, including:

• Encryption of data in transit (TLS 1.2 or higher) and at rest;
• Additional application-level encryption of particularly sensitive credentials, such as email/integration passwords and two-factor authentication secrets;
• Role-based access control (RBAC) with granular permissions;
• Two-factor authentication (authenticator app or email);
• IP-based access controls with CIDR enforcement;
• Audit logging of administrative actions;
• Engine-level tenant isolation, so each workspace's data is kept in a separate, isolated datastore.

No method of transmission or storage is completely secure, and we cannot guarantee absolute security. You are responsible for safeguarding your credentials and configuring access for your Authorized Users.

10. International Data Transfers

We are based in the United States, and the Service is hosted in Chicago, Illinois, USA. If you access the Service from outside that region, your information may be transferred to and processed there. Where required, we rely on appropriate safeguards (such as Standard Contractual Clauses) for international transfers of personal data.

11. Your Rights

Depending on where you live, you may have rights regarding your personal data. If you are in the EEA or UK, you may request access, correction, erasure, restriction, or portability of your data, object to certain processing, and withdraw consent, and you may lodge a complaint with your supervisory authority. If you are in California, you may request to know, delete, or correct your personal information, and opt out of "sale" or "sharing" — though we do not sell or share your personal information — and you will not be discriminated against for exercising these rights.

To exercise these rights for data we control, contact us at support@hokku.app; we may need to verify your identity. For Customer Data we process on a customer's behalf, please contact that customer (the controller), and we will assist them as required.

12. Children's Privacy

The Service is not directed to children. You must be at least 18 to use it, and we do not knowingly collect personal information from anyone under 16. If you believe a child has provided us information, contact us and we will delete it.

13. Data Breach Notification

If we become aware of a security incident affecting your personal data, we will notify affected users and authorities as required by applicable law and without undue delay.

14. Changes to This Policy

We may update this Policy from time to time. We will notify you of material changes by email or in-app notification. Your continued use of the Service after the effective date constitutes acceptance.

15. Contact

Hokku LLC
support@hokku.app · support page