Privacy policy

Two kinds of information

Account information is about the people who use Clarity to run a help desk: agents, admins and owners. It includes names, email addresses, the organization name and how the account is used. Arctic Leaf is responsible for this information.

Customer content is what an organization and the people it supports put into Clarity: tickets, emails, replies, notes, attachments, knowledge base articles and contact details for the people asking for help. The organization using Clarity decides what goes in and is responsible for it. We process customer content on that organization's behalf and only to provide Clarity to them.

If you contacted an organization's help desk that runs on Clarity and have a question about your information, please contact that organization first. We'll help them respond.

What we collect

• Details you give us, such as your name, work email, organization name and team invitations.
• Content you and your customers submit, such as emails sent to your Clarity address, help center requests, replies, attachments and articles.
• Technical information, such as IP address, browser and device type, and logs of requests and errors. We use this to keep the service secure and working.
• Cookies. We use only essential cookies: to keep you signed in, remember your organization and protect forms from abuse. We don't use advertising or cross-site tracking cookies.

How we use it

• To provide Clarity: receive and send email, organize tickets, run the help center and show reports.
• To send service messages, such as sign-in links, invitations, ticket notifications and satisfaction surveys that an organization has turned on.
• To keep Clarity secure, including preventing spam, fraud and abuse.
• To answer your questions and support requests.
• To understand how Clarity is used, so we can fix problems and improve it.

We don't sell personal information, and we don't use customer content for advertising.

AI features

Clarity's triage, summaries, drafted replies and article suggestions process ticket and article text with AI models that run on Cloudflare's network (Workers AI). That text isn't sent to an outside AI company, and we don't use your content to train AI models. AI output is a suggestion: an agent reviews every drafted reply before it's sent.

Who we share it with

We share information only with service providers who help us run Clarity, and only as needed to do so. Our main sub-processor is Cloudflare, Inc., which provides hosting, database and file storage, email delivery, AI inference and bot protection for forms.

We may also disclose information if the law requires it, to protect the rights and safety of our users or the public, or as part of a merger or acquisition. If that happens we'll tell affected organizations.

Where it's stored

Clarity runs on Cloudflare's global network. Tickets, customers and articles are stored in Cloudflare D1, and attachments in Cloudflare R2. Information may be processed in the United States, Canada and other countries where Cloudflare operates.

How long we keep it

We keep account information and customer content for as long as the organization's account is open. Organizations can delete tickets and articles and remove teammates at any time. When an organization closes its account, we delete its content within a reasonable period unless the law requires us to keep it.

Security

Every connection to Clarity is encrypted in transit. We limit access to information to the people and systems that need it, keep each organization's data separate, and rely on the security features of Cloudflare's platform. No system is perfectly secure. If we learn of a breach that affects your information, we'll notify you as the law requires.

Your choices and rights

You can view and update your account details in Clarity. Depending on where you live, you may have the right to access, correct, export or delete your personal information, or to object to how we use it. To make a request, write to hello@clarity.arcticleaf.com. We'll reply within 30 days.

Children

Clarity is a business tool and isn't meant for children under 16. We don't knowingly collect their information.

Changes to this policy

If we change this policy we'll update the effective date above. If a change is significant, we'll also email organization owners before it takes effect.

Contact us

Questions about privacy? Email hello@clarity.arcticleaf.com. Clarity is a product of Arctic Leaf Inc.