Privacy Policy

Last updated: 14 May 2026

1. Overview

Vijit Labs ("we", "us") operates EscalationAI. This policy explains what data we collect, how we use it, and your rights. We are committed to protecting your privacy and the privacy of your customers.

2. Data We Collect

• Account data: Email address provided at subscription signup.
• Usage data: Number of tickets analysed, plan type, subscription status.
• Ticket metadata: Ticket ID, subject line, and content — as sent from your Zendesk instance for risk scoring.
• Analytics: Page visits via Google Analytics (anonymised).

3. Data We Do NOT Store

• Full ticket content — discarded immediately after the risk score is generated.
• Customer PII from tickets — we process only what is necessary to produce a risk score.
• Payment card details — handled entirely by Paddle.

4. How We Use Your Data

• To provide and improve the Service.
• To manage your subscription and billing.
• To display risk scores and usage statistics within the Service.
• To send service-related communications (not marketing without consent).

5. Data Retention

Risk score summaries are stored for 90 days and then automatically deleted. Account data is retained while your subscription is active and for 30 days after cancellation.

6. Third-Party Services

• Anthropic (Claude API) — Ticket content is sent to Anthropic's Claude API for AI-powered risk scoring. Anthropic does not use API inputs or outputs for model training (per Anthropic's API usage policy). Anthropic processes this data solely to generate the analysis response.
• Zendesk — Ticket data is received from your Zendesk instance via the app integration.
• Paddle — Payment processing. Subject to Paddle's privacy policy. We do not store card details.
• Upstash Redis — Secure in-memory data storage for subscription records and usage counters. Data is encrypted at rest.
• Google Analytics — Anonymised website analytics only. No ticket or customer data is sent to Google.

7. Zendesk Data

EscalationAI is a Zendesk app integration. By installing the app, you authorise us to receive ticket data from your Zendesk instance for the purpose of escalation risk scoring. We process this data on your behalf and do not share it with any third party beyond what is listed above.

8. GDPR

If you are based in the European Economic Area (EEA) or process data of EEA residents, you have rights under the General Data Protection Regulation (GDPR), including the right to access, rectify, erase, or restrict your personal data. To exercise these rights, contact us at support@vijit.in. We act as a data processor on behalf of your organisation for ticket data and as a data controller for your account data.

9. HIPAA Notice

EscalationAI is not a HIPAA-covered service and is not intended for processing Protected Health Information (PHI). Do not use this Service to process healthcare records, patient data, or any other PHI. We have not entered into a Business Associate Agreement (BAA) with Anthropic or any other sub-processor. If your organisation handles PHI, contact us before using this Service.

10. Your Rights

You have the right to access, correct, or delete your personal data at any time. To exercise these rights, contact us at support@vijit.in.

11. Cookies

We use minimal cookies for session management and Google Analytics. No advertising or tracking cookies are used.

12. Changes to This Policy

We may update this policy periodically. Continued use of the Service constitutes acceptance of any changes.

13. Contact

Questions about this policy? Email us at support@vijit.in