The fine print, plainly written.
Privacy and Terms. One page. Procurement-friendly anchors. If something here is unclear, email us.
Privacy policy
Cove is operated by CodeRock Ltd, a company registered in Jersey, Channel Islands. This privacy policy covers how we handle data when you visit covesupport.io and when you use Cove as a customer.
What we collect on the marketing site
- Anonymous server access logs (IP, user agent, timestamp). Retained 30 days for security and abuse prevention.
- Anonymous page-view analytics. No third-party tracking pixels. No advertising cookies.
- Anything you submit via a contact form: your name, email address, team size, and message. Used to reply to you, nothing else.
What we collect when you use Cove
- Customer support tickets your team imports or forwards (email content, attachments, customer email addresses, ticket metadata).
- Knowledge-base content your team uploads (docs, PDFs, internal guides).
- Account data (operator names, email addresses, role, team configuration, encrypted API keys).
- AI inference logs (which prompts ran, which tokens were consumed, which model versions). Used for billing reconciliation and quality control.
What we do not do
- We do not sell your data. To anyone. Ever.
- We do not use your customer support content to train shared AI models. Cove's "learning loop" is per-tenant: your approved replies improve drafts for your team only.
- We do not share data with advertisers, brokers, or marketing networks.
Where data is stored
Cove infrastructure runs on servers physically located in the EU. CodeRock Ltd, the controller, is in Jersey (Channel Islands). Jersey has a UK adequacy decision and an EU adequacy equivalent.
Your rights
You can request a copy of all data we hold about you, ask for it to be deleted, or ask for a specific record to be corrected. Email hello@covesupport.io. We respond within 7 days.
Terms of service
By using Cove, you agree to these terms. Plain English version below; if you need a signed Master Services Agreement, email us.
What we provide
Cove is a hosted AI-native helpdesk. We provide the software, the AI inference, the hosting, and ongoing maintenance. We do not provide legal, financial, or compliance advice; what you say to your customers is your responsibility.
Pricing & billing
- £2,000/year base, billed annually in advance. Unlimited users. No per-seat charges.
- Price increases require 60 days' written notice. Existing customers stay at their renewal price for 12 months.
- Refunds available pro-rata if you cancel within the first 30 days.
Service levels
- Target uptime: 99.5% per calendar month, excluding scheduled maintenance.
- Scheduled maintenance windows: announced at least 48 hours in advance.
- Status updates during incidents posted to our status mailing list.
What we will not do
- Auto-send replies to your customers without your team's approval (unless you explicitly opt-in per category).
- Lock you in. You can export every ticket, message, and knowledge-base record at any time, in machine-readable format.
- Use your data to train shared AI models.
Termination
You can cancel any time with 30 days' notice. We can terminate accounts that violate these terms (spam, abuse, illegal content). On termination, your data is exported and then deleted within 60 days unless legal hold applies.
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