At BotBlocker, your privacy is fundamental. We guarantee that all personal information provided when contacting our technical support team is treated with the highest level of confidentiality and security. Confidentiality is not just a policy for us — it is a core part of how we operate and how we build trust with every client who reaches out for help.
When you reach out to our support team via CRM, ticket system, or email, we may receive the following information:
We collect only the minimum amount of data needed to handle your request. We do not ask for payment details, passwords, or any sensitive credentials through our support channels. If a situation requires additional technical access, our team will always explain why and how that information will be used and protected. This approach reflects our commitment to data minimisation, which is a recognised best practice under modern privacy frameworks such as the General Data Protection Regulation (GDPR).
Each support case is handled individually. When you open a ticket or send an email, only the team member assigned to your case can view the conversation. This means your message does not circulate freely across departments or become part of any shared inbox that is accessible to unrelated staff. We take access control seriously because even internal data handling must meet the same standards of confidentiality that we apply to external threats.
Our infrastructure follows established security standards. Data transferred between your browser and our systems is protected using TLS encryption. Our CRM and ticketing platforms are configured with role-based access controls, meaning that each team member can only see the data relevant to their work. We also conduct regular reviews of who has access to what, and those permissions are updated whenever roles change. These measures are aligned with guidelines published by organisations such as the European Union Agency for Cybersecurity (ENISA).
Our confidentiality commitment covers every channel you use to contact us. Whether you reach out by email, through a ticket, or via our CRM form, the same rules apply. No data is forwarded, copied, or stored outside our controlled systems. We do not use your contact information for any marketing purposes, and we do not add your email to any mailing lists without your explicit consent. Confidentiality here means that your data stays exactly where it needs to be — inside the support case and nowhere else.
We also apply confidentiality standards to any technical details you share with us. If you describe a problem on your website, share a URL, or provide screenshots, all of that information is treated with the same level of care as your personal contact details. Technical context you share to get help is used only for that help — it is not analysed, stored long-term, or referenced outside your support case.
We do not hold onto support data indefinitely. Once a case is closed and the required retention period has passed, records are removed from our systems. The retention period we apply takes into account both our internal operational needs and the legal requirements that may apply depending on your location. If you want to know exactly how long your data has been stored or when it is scheduled for deletion, you can ask our support team directly and we will give you a clear answer.
Your rights over your personal data are real and actionable. You have the right to access the information we hold about you, to request that it be corrected if it is inaccurate, and to ask that it be deleted if there is no valid reason for us to keep it. These rights are recognised under data protection laws in many countries. You do not need to provide a reason to make such a request — simply contact our support team and we will respond within a reasonable time. For more detail on your rights as a data subject, you can refer to the UK Information Commissioner’s Office guidance on data protection rights.
No. Only authorized BotBlocker employees involved in your support case can access your information. The confidentiality of your contact details is protected at both the technical and organisational level.
Never. We do not transfer your personal information to anyone outside our support and development teams. This applies to all data shared during a support interaction, including your email address, website details, and any technical information you provide.
Contact us via support email or ticket and we will promptly remove your support records. We treat deletion requests as a priority and confirm once the records have been removed.
If you have any concerns about confidentiality or data handling at BotBlocker, please reach out to our support team. We take every concern seriously and will work with you to resolve it. Where appropriate, we can also point you to the relevant data protection authority in your country if you feel your concern has not been addressed.
