Data controller
Personal data that may be received through communications addressed to KAVUNAI will be processed by the site owner.
What data is processed
KAVUNAI may process data provided directly by the user when creating a Support Center account, opening or replying to a ticket, requesting assistance, or communicating by email.
- Account data: name, email address, access credentials protected by hashing, language, verification status and data needed to manage the account.
- Support data: product, callsign, product version, Windows version, radio model when provided, subject, description of the issue, replies and files the user chooses to attach.
- Communication data: email address, name provided, message content and data needed to keep a record of the inquiry.
- Technical and security data: IP address, date and time of access, requested resource, basic browser information, session logs and other technical data needed for the security and operation of the service.
Required data
Fields marked as required in the registration or support form are needed to create the account or properly handle the request. If they are not provided, it will not be possible to complete registration or process the corresponding ticket. Fields not marked as required are optional.
Purposes
- Create, verify and manage Support Center user accounts.
- Enable account access, credential recovery and management of the support history.
- Receive, classify, manage, respond to and archive support tickets.
- Send transactional communications needed for account operation and ticket follow-up.
- Diagnose issues, detect errors, and use the technical information received to maintain and improve KAVUNAI's products.
- Verify, when applicable and at the user's request, the application of the priority support tier associated with the highest support level.
- Prevent abuse, fraud, unauthorized access, spam and other uses that could affect the security or availability of the service.
- Handle inquiries submitted directly by email.
Legal basis
Processing needed to create and manage an account, handle a support request, or respond to a request initiated by the data subject is based on taking steps at their request and, where applicable, on the performance of the requested service relationship.
Security measures, abuse prevention, internal support organization and reasonable service improvement may be based on KAVUNAI's legitimate interest, weighed against the rights and freedoms of the affected individuals. Where a legal obligation applies, processing may be carried out to comply with that obligation.
The checkbox shown during registration is intended to record that the user has had access to this Privacy Policy. Processing needed to provide the support service does not depend on revocable consent when another legal basis applies.
Retention
Account data will be kept while the account remains active and, after it is closed or deleted, for the minimum time necessary to meet legal, security or potential liability requirements.
Tickets, replies and related communications may be kept for as long as necessary to provide support, maintain a useful technical history, detect recurring issues and address potential liabilities. Data that is no longer needed will be deleted or, where appropriate, anonymized.
Technical logs will be kept according to the security and retention criteria applicable to the infrastructure used to provide the service.
Recipients and providers
KAVUNAI does not sell personal data or share it with third parties for commercial purposes. Technical providers necessary to deliver the service — for example, web hosting, email, backups or support infrastructure — may access it only when necessary and under legally required conditions.
Data may also be disclosed where there is a legal obligation or a valid request from a competent authority.
International transfers
Some technology providers used for hosting, email or other infrastructure services may operate from countries other than the user's country of residence. Where an operation involves an international transfer of personal data, the safeguards and mechanisms required by applicable data protection regulations will be applied.
Security
KAVUNAI applies reasonable technical and organizational measures designed to protect data against loss, unauthorized access, alteration or improper disclosure. Support Center access credentials are not stored as readable passwords, but through hashing mechanisms provided by the support system.
Rights
Data subjects may request, where applicable, access, rectification, erasure, objection, restriction and portability of their data. Where processing is based on consent, they may also withdraw it at any time, without affecting the lawfulness of processing carried out before the withdrawal.
To exercise these rights, use the contact provided at the beginning of this policy. A complaint may also be filed with the Spanish Data Protection Agency (Agencia Española de Protección de Datos) if the processing is considered not to comply with applicable regulations.
Automated decisions
KAVUNAI does not use data received by email to make automated decisions or build profiles.