AI handles Tier 0–1 automatically. Trained, technically skilled agents handle Tier 2–3.
Automation handles structured, repetitive tasks. Human analysts manage exceptions and edge cases.
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Supanta ("Supanta", "we", "us", "our") provides an AI-powered contact centre platform that combines an AI agent with human agents to deliver technical support and data and CRM operations services on behalf of our business clients. This Privacy Statement explains what personal information we collect, how we use it, and the choices you have, whether you are a visitor to our website, a contact of one of our clients interacting with our AI agent or human agents, or a user of our dashboard.
We collect information in the following ways:
We use personal information to: operate and improve the Supanta platform; enable our AI agent to understand and resolve enquiries; route conversations to the right human agent with full context; generate performance analytics and reports for our clients; communicate with you about your account or enquiry; maintain the security and integrity of our systems; and meet our legal and regulatory obligations.
We do not sell personal information. We share information only where necessary to provide the service: with the business you are contacting (our client), with infrastructure providers that host and process data on our behalf (including our database and authentication provider, Supabase), and with the specific third-party channels or tools a client has chosen to connect to their account. Each of these parties is bound by contractual obligations to protect your information and to use it only for the purposes we specify.
We apply industry-standard technical and organisational measures to protect personal information, including encryption in transit, role-based access controls, multi-factor authentication for dashboard accounts, and regular security review of our infrastructure. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.
We retain personal information for as long as necessary to provide the service and to satisfy the legal, accounting, or reporting requirements that apply to it. Conversation and ticket records are generally retained for the duration of a client's engagement with Supanta plus a reasonable period afterwards, unless a shorter period is requested or a longer period is required by law.
Depending on where you are located, you may have rights to access, correct, delete, or restrict the use of your personal information, and to object to certain processing or request that your data be transferred elsewhere. Supanta operates in line with the UK General Data Protection Regulation (UK GDPR) and South Africa's Protection of Personal Information Act (POPIA). To exercise any of these rights, contact us using the details below; if your enquiry relates to a specific business using Supanta, we may direct you to that business as the data controller for your information.
Because Supanta operates across multiple countries, personal information may be transferred to and processed in a country other than the one in which it was collected. Where this happens, we take steps to ensure an equivalent level of protection is applied, consistent with UK GDPR and POPIA requirements.
Supanta's services are intended for business use and are not directed at children. We do not knowingly collect personal information from children.
We may update this Privacy Statement from time to time to reflect changes in our practices or for legal or regulatory reasons. We will post the updated version on this page with a revised "Last updated" date.
If you have questions about this Privacy Statement or how we handle your information, contact us at hello@supanta.com.
By accessing or using the Supanta website or dashboard (together, the "Service"), you agree to be bound by these Terms of Use. If you are agreeing on behalf of a business, you confirm you have the authority to bind that business, and "you" refers to that business.
Supanta provides an AI-powered contact centre platform combining an AI agent with skilled human agents, together with a performance dashboard, workflow automation, and customer intelligence tools, delivered across technical support and data and CRM operations service lines.
To access the dashboard, you must register for an account and provide accurate, current information. You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. Notify us immediately of any unauthorised use of your account.
You agree not to use the Service to: violate any applicable law or regulation; transmit unlawful, defamatory, or infringing content; attempt to gain unauthorised access to any part of the Service or its underlying systems; interfere with or disrupt the integrity or performance of the Service; or use the Service to build a competing product.
Access to the dashboard and related services is provided on the subscription or engagement terms agreed with your account manager. Fees are invoiced according to the schedule set out in your service agreement and are due within the payment terms specified on each invoice.
Supanta and its licensors retain all right, title, and interest in and to the Service, including the underlying software, platform, and AI models. You retain ownership of the content and data you submit to the Service. You grant Supanta a licence to use that content solely to provide and improve the Service.
The Service uses an AI agent to draft and, in some cases, send responses on your behalf. While we design the AI agent to be accurate and to defer to a human agent when it is uncertain, AI-generated responses may occasionally be incomplete or incorrect. You remain responsible for reviewing AI-assisted outputs where accuracy is critical.
The Service may integrate with third-party channels and tools that you choose to connect, such as WhatsApp, Facebook, Instagram, Telegram, Slack, Zoom, Google Calendar, and HubSpot. Your use of those third-party services is subject to their own terms, and Supanta is not responsible for their availability or performance.
To the maximum extent permitted by law, Supanta shall not be liable for any indirect, incidental, special, or consequential damages arising out of or relating to your use of the Service. Our total liability for any claim arising out of these Terms shall not exceed the fees paid by you to Supanta in the twelve months preceding the claim.
Either party may terminate the Service in accordance with the notice period set out in your service agreement. We may suspend or terminate access immediately if we reasonably believe you have breached these Terms or applicable law.
These Terms are governed by the laws of South Africa, without regard to its conflict of law principles, save where mandatory local consumer protection law requires otherwise.
We may update these Terms from time to time. We will post the updated version on this page with a revised "Last updated" date, and material changes will be communicated to active account holders.
Questions about these Terms can be sent to hello@supanta.com.
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