Privacy policy
Last updated:
1. Who We Are
Konekt is a web-based customer-service platform operated by:
Operator: Ævar Bernburg Kristjánsson
Country: Iceland
Contact: privacy@konekt.is
Website: https://konekt.is
This Policy explains how Konekt collects, uses, shares, and protects personal data when people visit our website, use our platform, or communicate through customer-service systems powered by Konekt.
2. Whose Data We Process
We may process information about business customers, account owners, agents, employees, website visitors, and end customers communicating with businesses through Konekt.
A business customer will generally determine why and how its end-customer support information is processed. Konekt may process that information on the business's behalf. Konekt may act as a controller for its own account administration, billing, security, website, and other independent business purposes.
The applicable roles depend on the actual processing activity and relevant agreements.
3. Information We Collect
Depending on how Konekt is used, information may include:
Account details, names, email addresses, usernames, and business information.
Customer messages, email content, conversation histories, and support requests.
Tickets, attachments, internal notes, and related metadata.
IP addresses, device and browser information, diagnostic data, and security logs.
Platform usage, feature interactions, and performance information.
Social media account identifiers and messages from connected channels.
AI-generated replies, summaries, classifications, and other outputs.
Subscription, invoice, transaction, and payment-related records.
Cookie identifiers, analytics data, and session interaction data from relevant website or product technologies.
Payment information may be handled by payment providers rather than stored directly by Konekt.
Customers may include personal or sensitive information in support messages. Businesses and agents should avoid submitting sensitive information unless necessary, lawful, and appropriate.
4. How We Use Information
We may use personal data to:
Provide, maintain, and operate Konekt.
Route communications and manage customer-support tickets.
Generate AI-assisted replies, summaries, and classifications.
Manage user accounts, subscriptions, billing, and support.
Protect the service, investigate abuse, and maintain security.
Diagnose errors and improve reliability and usability.
Understand website and platform usage through applicable analytics tools.
Comply with legal obligations and establish or defend legal claims.
We use personal data only for purposes supported by an appropriate legal basis and subject to applicable restrictions.
5. Legal Bases
Where the GDPR applies, the relevant legal basis may include:
Contract: providing the service or taking steps requested before a contract.
Legitimate interests: for activities such as security, service administration, or improvement, where the necessary balancing requirements are met.
Legal obligation: complying with applicable law.
Consent: where consent is required or is the selected legal basis.
The relevant basis depends on the purpose and the data involved. Business customers are generally responsible for determining the lawful basis for processing their end customers' information when they control that processing.
6. AI Processing and Providers
Konekt uses AI capabilities through the ChatGPT API provided by OpenAI and the Gemini API provided by Google. These capabilities may generate replies, summaries, classifications, and other customer-service outputs.
Relevant conversation content and instructions may be sent to the applicable AI provider to fulfil a requested operation. We aim to limit information sent to what is necessary for the feature.
Provider retention, processing locations, and data-use terms depend on the particular service, settings, and contractual arrangements. Additional information about our service providers will be available through our subprocessor information or upon request where appropriate.
AI-generated content may be inaccurate or incomplete. Businesses and agents should review outputs when appropriate before relying on them or sending them to customers.
Using AI to deliver a service is distinct from using customer conversations to train or fine-tune models. Konekt will not introduce training or fine-tuning using personal data unless the applicable legal basis, permissions, transparency measures, and contractual arrangements have been established.
7. Sharing Information
We may share information with service providers needed to operate Konekt, including hosting and infrastructure providers, AI providers, payment services, communication integrations, and analytics or session-recording providers.
We may also disclose information to professional advisers, authorities, or other parties where legally required or reasonably necessary to protect rights, security, or the service.
The actual providers and their roles will be identified in Konekt's vendor records and subprocessor list. Providers under consideration are not necessarily active processors of Konekt data.
8. International Transfers
Konekt operates from Iceland. Personal data may be processed in Iceland, elsewhere in the EEA, or in other countries depending on the services and providers used.
Where a transfer is subject to GDPR international-transfer rules, we will assess the applicable requirements and implement a valid transfer mechanism and safeguards where required.
We do not guarantee that all personal data remains in Iceland or the EEA unless this has been verified for the relevant data flows.
9. Retention
We retain personal data only as long as necessary for the relevant purposes, subject to applicable legal and contractual obligations.
Different periods may apply to account information, conversations, tickets, attachments, AI outputs, security logs, analytics data, billing records, and backups.
Konekt will maintain retention and deletion procedures covering these categories. Some records may be retained after account closure where required for legal, accounting, security, or dispute-resolution purposes.
10. Security
Confirmed security measures include role-based staff access controls, HTTPS/TLS encryption in transit, encryption at rest for stored data, and audit logs for staff access.
We use appropriate measures to protect personal data, but no system can be guaranteed to be completely secure. Access to information should be limited to authorized purposes.
11. Your Rights
Where applicable, individuals may have rights to access, correct, delete, or restrict processing of their personal data; object to certain processing; request data portability; withdraw consent; and lodge a complaint with a data-protection authority.
These rights are subject to applicable legal conditions and exceptions.
If a business customer controls the processing of your support conversation, you should generally direct your request to that business. Konekt will assist business customers as required by applicable law and contract.
For requests relating to your Konekt account or processing for which Konekt acts as controller, contact privacy@konekt.is.
We will respond within the time required by applicable law.
12. Cookies and Similar Technologies
Konekt may use cookies and similar technologies to operate and secure the service, remember preferences, analyze usage, and understand how users interact with the website and platform.
Where required by law, consent will be obtained before non-essential technologies are used. See the Cookie Policy for further information.
13. Children's Information
Konekt is designed as a customer-service platform for businesses and their agents, not as a service specifically directed at children. Businesses remain responsible for considering applicable requirements when handling children's information through the service.
14. Changes
We may update this Policy to reflect changes to Konekt, its providers, or legal requirements. The current version and its effective date will be published on our website.
15. Contact
Ævar Bernburg Kristjánsson
Konekt, Iceland
privacy@konekt.is