Legal
Privacy Policy
The short version
We handle two kinds of information: details about you as a Mountain Labs customer, and the conversations your own customers have with you. The second kind is yours. We hold it so the product works, we do not use it to train a model shared with anyone else, and we delete it when you ask us to.
This policy explains both. If anything here conflicts with a signed agreement between your business and Mountain Labs, the signed agreement wins.
Who is responsible for what
For account information — your name, your email address, who works at your business — Mountain Labs decides what is collected and why, and this policy is the notice for it.
For conversation data — everything your customers write to you, and everything your team writes back — you decide, and Mountain Labs acts on your instructions. Those instructions come from your workspace settings and from any data processing agreement we have signed with you. If one of your customers contacts us directly about their data, we will point them back to you and let you know they asked.
What we collect
Account information. Name, work email address, business name, role, and whatever authenticates you when you sign in.
Conversation data. Message content, attachments, sender details, timestamps, assignment and tag history, and whatever context your chat window passes us — such as the page someone was on when they asked.
Product usage. Which features are used and when, together with error and performance information. This is tied to a workspace and a user, and does not carry message content.
This website. We use first-party analytics only. There is no cross-site tracking, no advertising identifiers, and no third-party cookies.
Demo requests. When you use the contact form, what you send reaches us as an email so we can reply to you about a demo. We do not use it for anything else and we do not pass it on.
How the AI agent uses data
The agent answers by looking through the sources you have connected — your help articles and the conversations your team has already resolved — and using the relevant parts of them to write a reply.
- What the agent learns from your workspace stays inside your workspace. It is not pooled with any other customer’s.
- Nothing you send is used to train a model that another Mountain Labs customer uses.
- You choose which sources it may read, and you can disconnect one or remove what it has learned at any point.
Why we process it
Account information is processed so we can provide the service you have asked for, and — for keeping the service secure — because we have a legitimate interest in doing so. We only send marketing email if you have asked for it, and every message has a link that stops it.
Conversation data is processed on your instructions under our data processing agreement.
Who we share it with
We do not sell personal information, and we do not share it for advertising. We rely on a small number of service providers to run Mountain Labs — hosting, email delivery, and the model that generates replies — and each is bound by a written agreement no weaker than this one. We will tell you who they are on request, and we will give you notice before we add a new one.
We will disclose information if we are legally required to. Unless we are prevented from doing so, we will tell you first, and we will push back on a request that is broader than the law requires.
How it is protected
Conversations are encrypted in transit and at rest. Access inside Mountain Labs is limited to the people who need it to keep the service running, and that access is logged.
We do not claim certifications we do not hold. Where your organisation requires a specific control or attestation, ask, and we will confirm whether it is in place today.
How long we keep it
You choose how long conversations are kept, and you can change it. When something is deleted it is deleted for good, including anything the agent had learned from it.
Account information is kept while your account is open and for a short period afterwards, then removed. Demo requests are kept only as long as we need them to follow up with you.
Your rights
Depending on where you live, you may have the right to ask for a copy of your personal information, to have it corrected or deleted, to object to how it is used, or to have it sent somewhere else.
- For your own account information, write to privacy@mountainlabs.io.
- If you are a customer of a business that uses Mountain Labs, contact that business — they control the information, and we will help them act.
- You can complain to your data protection authority at any time. We would rather you told us first, but that is not a condition.
We aim to respond within a month, and we do not charge for asking.
Children
Mountain Labs is a product for businesses and is not aimed at children. We do not knowingly collect information from anyone under 16. If you think a child’s information has reached us through a conversation, tell us and we will work with the business concerned to remove it.
Changes to this policy
We will post any change here and update the date at the top. If a change materially widens what we collect or who we share it with, we will email the administrators on every affected workspace before it takes effect.
Contact
Write to privacy@mountainlabs.io, or use the contact form and say what it is about. A person reads both.