Privacy Policy

1. Who we are

PanelBot LLC, a United States limited liability company, runs this website (panelbot.io) and the PanelBot service (app.panelbot.io). The service and its data are hosted in United States datacenters. Chat text sent to language model providers is processed on their infrastructure, which may be outside the United States. For privacy questions or requests, email hello@panelbot.io with "Privacy" in the subject line. A person reads it. Security reports go to security@panelbot.io.

2. Whose data this is

Three groups of people show up in this policy: visitors to this website, hosting companies with PanelBot accounts (tenants), and the tenants' customers who chat with PanelBot inside a tenant's billing portal. For visitors and tenants, we decide how data is handled, which makes us the controller in GDPR terms. For tenants' customers, the hosting company decides and we follow its instructions, which makes us a processor. So if you are a hosting customer chatting with your provider's support, your provider owns that relationship, and most requests about your data belong with them. We help them answer.

3. Visitors to this website

Apart from the analytics described next, this site sets no cookies and makes no third party requests. The web server keeps standard short-lived access logs (IP address, page requested, time) for security and capacity planning. They rotate automatically, and nobody profiles you with them. If you email us, we keep the correspondence as long as it is useful to the conversation you started.

We use Google Analytics to see which pages get read. Whether it starts on its own depends on where you are. If your browser reports a European timezone (that is the only thing we check, and when in doubt we treat you as European), analytics stays off until you accept it through the banner, as EU and UK law requires. Everywhere else it runs by default, and the banner is a notice with an opt-out instead of a request. While analytics runs, the Google tag loads, sets its cookies, and sends usage data (pages viewed, approximate location derived from your IP address, browser and device type) to Google, whose handling of it is described in the Google privacy policy. Declining or opting out stores a single pb_consent cookie recording the refusal so we stop asking, removes the Google cookies, and nothing analytics-related loads on later visits. Your choice covers panelbot.io and docs.panelbot.io and is remembered for a year. Change it any time: reset your analytics choice and the banner will ask again.

This site and docs.panelbot.io also carry a support chat, so you can ask questions about PanelBot without writing to us. It is a tool you open, not something that watches you, so it loads on every page without asking, and it runs on our own servers rather than a third party's. It sets no cookies, but it does use your browser's own storage, under keys beginning panelbot:selfsupport. Loading a page creates an empty record there; once you start a conversation, your browser keeps the messages for 30 days, along with your email address for the same period if you give us one so we can reply, plus a session key for 24 hours so a reload does not lose your place. Clearing your browser's storage for this site removes all of it. What you send in the chat reaches us and is handled like any other support correspondence.

4. Tenant accounts

When a hosting company creates an account we collect what running and billing the service requires: name, company, email address, a hashed password, billing details and tax information, configuration and policy settings, dashboard activity, and support correspondence with us. Payment cards go directly to our PCI compliant payment processor. Card numbers never touch our servers.

We use this data to provide the service you contracted for (that is the legal basis for most of it), to send service and security messages, which you cannot opt out of while you hold an account because you need to know, and to meet tax and accounting obligations. If we ever send marketing email, every message will carry a working unsubscribe link. Account data is kept while the account is open and deleted from live systems within 60 days after the post-closure export window described in the Terms of Service, except what tax law requires us to keep. Backup copies age out on our backup schedule, within 6 months.

5. Your customers' conversations

When a customer chats with PanelBot in a tenant's portal, the conversation carries their messages, their billing identity from the portal (name, email, the services they own), the technical data PanelBot reads while diagnosing, and the record of every check and fix that ran. We process all of it for one purpose: providing the service to the tenant. That means answering the customer, running the actions the tenant's policy allows, and building the tenant's audit log. Conversations are never sold, never used for advertising, and never used to train AI models.

Conversation content is processed by the large language model providers we use to generate replies, under their own terms. We send them only what the assistant needs to answer, never panel or billing credentials. Our own staff cannot browse conversations; tenant isolation is built into the service. The one exception: when a tenant escalates a specific conversation to us for review, we can see that conversation and its action history until the resulting ticket closes or the tenant revokes access, whichever comes first.

About passwords: when one comes up in a chat, the system generates it into a secure field. The customer never types it, it is never stored, it never appears in any transcript, and it is destroyed when the chat ends.

PanelBot does not make automated decisions about people with legal or similarly significant effects. Actions on an account run only with the customer's confirmation, under the tenant's policy, and the cases that need human judgment go to the tenant's team.

Chat transcripts and audit records belong to the tenant's audit log, under the tenant's control. Transcripts are kept for 90 days and audit records for 12 months, then removed automatically, and anything still held when the account closes is deleted on the same schedule as the tenant's account data. If you are a hosting customer and want a conversation accessed, corrected, or deleted, ask your hosting provider. We act on their instructions and help them respond.

6. Who else touches data

We use a small number of subprocessors, each under its own written terms: cloud infrastructure in the United States, large language model providers, a payment processor, and a transactional email service. We keep a current named list and share it with any tenant on request, and as part of a Data Processing Agreement, which we sign with any tenant who needs one. Email hello@panelbot.io for either.

7. International transfers

The service runs in the United States, so data from elsewhere is processed here. For personal data from the EEA, the United Kingdom, or Switzerland, transfers are covered by Standard Contractual Clauses, with the UK addendum where it applies, as part of our Data Processing Agreement. Chat text sent to our language model providers may also be processed outside the United States; those transfers are covered under the same clauses.

8. Security

The AI model never holds server credentials, and every action runs through systems that enforce the tenant's policy in code rather than in instructions. Tenants are isolated from each other by design. Data is encrypted in transit, internal access follows least privilege, and every action lands in an audit log that cannot be edited or deleted through the product. The longer version is on the security page. If a breach affects you or your customers, we notify affected tenants without undue delay, tell them what we know and what we have done about it, and keep them updated as we learn more.

9. Your rights under GDPR and similar laws

Where GDPR or similar law applies, you can ask for access to your personal data, correction, deletion, a portable copy, restriction of processing, or object to processing, and you can complain to your supervisory authority. For tenant account data, email us and we handle it. For conversation data, your hosting provider is the controller, so the request belongs with them first. If you reach us instead, we point you to them and help them respond.

10. California and other US states

We do not sell personal information, and we do not share it for cross-context behavioral advertising, so there is nothing to opt out of. For tenants' customers we act as a service provider, processing data only under our contract with the tenant. California residents, and residents of states with similar laws, can exercise their rights to know, correct, or delete through the same email as everyone else. Nobody gets treated differently for asking.

11. Children

PanelBot is a business product for hosting companies and is not directed at children. We do not knowingly collect personal data from anyone under 16. If you believe we have, tell us and we will delete it.

12. Changes to this policy

If we change this policy in a way that matters, we email tenant account owners before the change takes effect and update the date at the top. The current version lives at this page.