Privacy Policy

This Privacy Policy explains how Everon Technologies, LLC ("Everon", "we", "us") collects, uses and shares information through Support Hub, our customer support platform at support.everon.tech ("Support Hub"). It covers the client support portal, its sign-in pages, the AI chat assistant inside the portal, the emails and text messages Support Hub sends, and the staff workspace.

Support Hub provides support for several Everon divisions and brands. When you contact one of them, that division's own product agreements and notices also apply to the product itself. This policy covers how Support Hub handles your information.

Information we collect

Information you give us

• Contact details: your name, email address, phone number (we ask for it the first time you sign in) and preferred language.
• Support conversations: the messages you send, the attachments you upload (up to 25 MB each) and your conversations with the AI chat assistant.
• Forms and signatures: your answers to forms we send you. If you sign a form electronically, we record the name you type, the time, your IP address and your browser's user-agent as evidence of the signature.
• Feedback: ratings and comments about how a ticket was handled.

Support conversations can include sensitive information, including information about your health or benefits. Please share only what we need to help you.

Information we receive from Everon divisions

When an Everon division opens a support ticket for you, it sends us your contact details and may include an account identifier and other details about your account or plan that help us answer your question.

Information collected automatically

• IP address: used for sign-in security and rate limiting, and recorded with electronic signatures.
• Browser and device information: your browser's user-agent, recorded with electronic signatures and, for staff, with sign-in sessions and devices.
• Cookies and similar technologies: described under "Cookies" below.

We do not use advertising cookies, analytics trackers or third-party tracking pixels in Support Hub.

Staff accounts

For Everon staff who use Support Hub, we also collect account details (name, email, phone, profile photo), sign-in and second-factor records, the IP address and browser of each session, and a log of actions taken in the workspace.

How we use information

We use information to:

• answer your questions and resolve your support tickets;
• sign you in, keep your account secure and prevent abuse;
• send you messages about your tickets, such as sign-in codes, confirmations, reply notices, reminders and feedback requests;
• operate the AI features described below;
• keep records of what happened on a ticket, including an audit trail of staff actions;
• maintain, troubleshoot and improve Support Hub; and
• meet our legal obligations and protect our rights.

We do not sell your personal information, and we do not use it for advertising.

AI features

Support Hub uses AI to:

• reply to you in the chat assistant, using our help articles;
• write a short subject line for your ticket, set its priority and route it to the right team;
• check whether a new request repeats one you already have open;
• translate messages, so you and our staff can each read them in your own language; and
• help our staff summarize and understand a ticket.

These features run on AI models we host with our cloud providers, Modal and Google Cloud (Vertex AI). Your messages are sent to those services only to produce these results.

AI output can be wrong. The chat assistant tells you when you are talking to AI, and you can ask for your question to be handled by a member of our support team. Translations are machine-generated and may contain errors.

We do not currently use your information to train or fine-tune AI models. If we decide to, we will update this policy before we start.

How we share information

We share information only as described here.

• Everon divisions and staff: support staff of the division you contacted can see your tickets. Support Hub keeps one contact record per email address across the Everon divisions you contact, and a ticket may be transferred to another division that is better placed to help you. A small number of administrators can see tickets across all divisions.
• Service providers: companies that run parts of Support Hub for us and may use your information only to provide their service:

• Legal and safety: when we believe in good faith that the law requires it, or to protect the rights, safety or property of you, Everon or others.
• Business transfers: if Everon is involved in a merger, acquisition or sale of assets, your information may be transferred as part of that deal, subject to this policy.

Text messages (SMS)

If you opt in to text-message alerts about your tickets, we use your mobile phone number to send you those alerts. Message frequency varies with your ticket activity. Message and data rates may apply. Reply STOP to opt out at any time, or HELP for help.

We will not sell, rent, or share your mobile phone number or SMS opt-in information with third parties or affiliates for their marketing or promotional purposes. We share mobile information only with the service providers that operate our text-messaging program, and only so that they can deliver our messages. None of the other sharing described in this policy applies to your text-messaging opt-in data and consent.

Cookies

Support Hub uses cookies only to run the service. We do not use them for advertising or analytics.

Support Hub also stores reply drafts and display preferences in your browser's storage. When you sign a form, your browser loads a handwriting-style font from Google Fonts, which shares your IP address with Google.

How long we keep information

• Support records (tickets, messages, attachments, forms and contact details) are kept for as long as we need them to provide support and to meet our legal, regulatory and record-keeping obligations, resolve disputes and enforce our agreements.
• Sign-in codes are deleted shortly after they expire, and sign-in sessions end as described under "Cookies".
• Audit records of staff actions are kept for at least six years and cannot be edited.
• Backups of the support database are kept for about 30 days.
• Chat assistant conversations are kept on the same basis as support records.

How we protect information

We protect your information with measures that include:

• encryption in transit and at rest;
• one-time sign-in codes, with rate limits on sign-in attempts;
• a required second factor for staff sign-in, automatic sign-out after inactivity and alerts for new devices;
• role-based access for staff; and
• an audit trail of staff actions that cannot be edited.

No system is perfectly secure, and we cannot guarantee the security of your information.

Your choices and rights

• Email preferences: you can turn off ticket update emails for each division from the link in those emails or in the support portal. Sign-in codes and other messages needed to use the service are still sent.
• Text messages: reply STOP to any text to stop receiving them.
• Access, correction and deletion: you can ask us for a copy of your information, ask us to correct it or ask us to delete it by contacting us at legal@everon.tech. We will verify your identity before acting on a request. We may need to keep some information, for example records we are legally required to keep or audit records of staff actions.

Depending on where you live, state privacy laws may give you additional rights, such as the right to know what personal information we hold about you, to correct it or to have it deleted. We do not sell your personal information or share it for targeted advertising. To exercise a right, contact us at legal@everon.tech. You may also use an authorized agent. We will not treat you differently for exercising your rights.

Health information

Some Everon divisions offer health-related products and services. Where a health plan, health care provider or other organization covered by HIPAA has engaged Everon as its business associate, we use and disclose protected health information only as our agreement with that organization and HIPAA allow, and that organization's Notice of Privacy Practices also applies to you.

Everon does not provide insurance, medical, legal, tax or financial advice.

Where information is processed

Support Hub is hosted in the United States. Some AI processing may take place outside the United States, in locations chosen by our AI providers.

Children

Support Hub is not intended for children under 18, and we do not knowingly collect their information.

Changes to this policy

We may update this policy. When we do, we will change the effective date above, and we will give you additional notice of material changes where the law requires it.

Contact us

If you have questions about this policy or how we handle your information, contact us at:

Everon Technologies, LLC
Email: legal@everon.tech