SupportAbility Privacy Policy

Last updated: 14 July 2025

This Privacy and Cookie Policy (Policy) explains how SupportAbility Software Pty Ltd (ABN 72 113 901 830) or their parent company, Jonas Software Aus Pty Ltd (ABN 27 141 653 054) (SupportAbility, we, our, or us) collect, use, disclose, and safeguard your personal information when you visit our website at www.supportability.com.au (our Website), or use the SupportAbility Web Platform or SupportAbility Mobile Platform (collectively, our Software). Please read this policy carefully to understand our practices regarding your personal information and how we will treat it. By accessing our Website or using our Software, you acknowledge that you have read, understood, and agree to be bound by the terms of this Policy.

1. Data Controller and Data Protection Officer

We take responsibility as the Data Controller for your personal information. For any requests regarding the processing of your personal information, please contact us using the following information:

We have also appointed a Data Protection Officer, who can be contacted for any requests relating to the processing of your personal information or this Policy by sending an email to privacy@ supportability.com.au.

2. Purposes for Collection

We process the following categories of personal information, for the purposes and on the legal bases indicated below. Please note that not all of the below information may be deemed personal information in your jurisdiction in all cases.

The types of information collected are defined as follows:

• Device Identifiers mean any unique or otherwise pseudorandom identifiers used to point to your device.
• Network Information means any Internet or network activity information from your device, and includes your IP address and information about your interactions with our Website or Software.
• Contact Information means any information used to contact you, and includes your first and last name, email address, and your address if you provide it.
• Customer Support Information means any additional information you provide to us for the purpose of assisting with a customer support ticket with us.
• Payment Information means any information required for facilitating or processing payments on our platform, and includes your chosen payment provider, duration of subscription, and price.
• Anonymous Usage Data mean anonymised information collected around your use of our Software and includes information about your interactions with the web app, inferences we generate, and other related information about your usage of our Software.
• KYC Data refers to “Know Your Customer” obligations imposed upon SupportAbility, and means personal information that is necessary to determine your location, such as billing address, IP address, location of the bank account used for a payment, or billing address of the customer held by that bank.

1. Website use

2. Software use

3. Analytics

4. Marketing

5. Customer Support

6. Legal Obligations

7. Legitimate Interests

3. Data Retention

Personal information may be processed by both automated and non-automated means and may be stored at our premises and on our service providers’ servers. We adopt technical and organizational measures designed to prevent the loss, improper use, and alteration of your personal information. In most cases, we adopt data encryption and pseudonymization measures. However, transmissions over the Internet are never 100% secure, and you should not provide any personal information if you want to avoid any risk.

Except for any legal obligation that sets a longer data retention period, at the end of these periods, the personal information processed will be deleted or anonymised.

To know how long your data is stored through cookies, please see our Cookies Policy.

4. Your Choices

You may opt-out of certain purposes for collection, depending on how essential the collection is to the delivery our services.

You can freely decide whether to accept cookies and other tracking technologies not strictly necessary for the functioning of the website as indicated in our Cookies Policy.

5. Sharing Your Personal Information

We may disclose your personal information to the following categories of recipients:

1. Vendors carrying out activities that are related to or instrumental in our business and operational activities as outsourced data processors appointed in writing in accordance with Applicable Privacy Laws or acting as autonomous data controllers (such as IT or storage service providers, mobile measurement partners, or suppliers of mobile marketing services).
2. If we carry out a corporate transaction or operation (for example, in case of bankruptcy, merger, acquisition, reorganization, sale of assets or assignments, and due diligence related to any such transactions), your personal information may be disclosed to our advisers and any prospective purchaser's advisers and may become part of the assets that are transferred to our new owner.
3. Public, judicial, or police authorities, within the limits set by Applicable Laws.
4. Your data can also be collected by third parties when you accept third party cookies. Please see our Cookies Policies for more information.

Personal information will not be disclosed for any reason other than those stated above, unless such disclosure is deemed necessary for the fulfillment of a legal obligation or if you provide your consent.

6. Transfers of Personal Information Outside Your Country

We may transfer your personal information to other countries. Such data transfers are based on appropriate safeguards in accordance with Applicable Privacy Laws, including: (a) the standard contractual clauses developed by the appropriate commissions or deciding bodies established under the Applicable Privacy Laws (the Applicable Commission); (b) the decisions of adequacy of the Applicable Commission; or (c) binding corporate rules.

More information on the appropriate warranties is available for consultation by sending an email to privacy@supportability.com.au.

7. Your Rights

At any time and free of charge, you can exercise the following rights, as specified and subject to certain limitations and exceptions under the Applicable Privacy Laws.

Depending on your jurisdiction, your privacy rights may include:

1. Access: the right to access your personal information as processed by us.
2. Correction: the right to request your personal information be corrected where it is incorrect or outdated.
3. Deletion: the right to request the deletion of your personal information.
4. Restriction: the right to request to restrict how we may process your personal information, subject to our right to terminate our services to you if it is no longer possible for us to provide our services to you due to the restrictions placed upon your personal information.
5. Portability: the right to obtain a portable electronic copy of your personal information.
6. Objection: where we rely on our legitimate interest to process your personal information, this is the right to object to such processing, wholly or partly, on grounds related to your circumstances, such as where profiling is conducted.
7. Opt-out: Where we rely on your consent to process your personal information, this is the right to withdraw your consent, although the processing carried out before your withdrawal of consent will remain valid.
8. Complaint: the right to lodge a complaint before the competent national Data Protection Authority.

To exercise your rights, or if you have any other questions about privacy or data protection at SupportAbility, you can contact us by sending an email to privacy@supportability.com.au. We may take reasonable steps to verify your identity prior to responding to your request.

8. Personal Information of Minors

Our Website and Software is not intended for minors and we do not knowingly collect personal information from any such person. If you believe we have received personal information from a minor, please email us at privacy@supportability.com.au. If we learn that a user is not of sufficient age to be considered an adult in their country, we will take reasonable steps to delete any processed data and close such user’s account.

9. Third-Party Websites and Services

Our Website or Software may include links to other websites or services operated by third parties. The activities described in this Policy do not apply to data processed by such third-party websites and services. We have no control over, and we are not responsible for, the actions and privacy policies of third parties and other websites and services.

10. Changes

We may modify, integrate or update, in whole or in part, this Policy, and we will notify users of any modification, integration or update in accordance with Applicable Privacy Laws. If we make modifications, we will notify you by revising the date at the bottom of this Policy and, under certain circumstances, we may also notify you by additional means such as pop-up or push notifications within the web app or our website, or email.

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