Privacy Policy

Intechsolid Sdn Bhd (Registration No. 202501003090 (1604503-X)), a company incorporated in Malaysia with its registered office at 7-1, Jalan Pusat Perniagaan Desa Kolej 1, Nilai 71800, Negeri Sembilan, Malaysia ("Intechsolid", "we", "us", "our"), provides software including IntechCXM, an AI-assisted customer experience platform that connects to messaging channels such as Facebook Messenger, Instagram, and WhatsApp (operated by Meta Platforms, Inc.), Google services, and TikTok, on behalf of our business clients ("Clients"). This Privacy Policy explains how we collect, use, disclose, and protect information when you visit our website, when a Client uses our platform, and when an end customer messages a Client's business account through an integrated channel.

1. Who this policy applies to

This policy applies to: (a) visitors to intechsolid.com; (b) Clients who engage us for IntechCXM, Online Ordering, or custom systems we build; and (c) end customers who message a Client's Facebook Page, Instagram account, or WhatsApp Business number that is connected to IntechCXM. We act as a data processor on behalf of our Clients for end-customer conversation data, and as a data controller for website and Client account data.

2. Information we collect

Depending on how you interact with us, we may collect:

• Contact form / consult requests: name, email, business name, area of interest, and any message you submit on our website.
• Client account information: business name, outlet details, staff names and login credentials, and billing contact details.
• Messaging platform data (via Meta, Google, TikTok APIs): when a Client connects a Facebook Page, Instagram account, or WhatsApp Business number, we receive the data needed to operate the unified inbox, including the end customer's name, profile picture, platform-assigned user ID, message content, attachments, and message timestamps. We only request the permissions/scopes necessary to provide messaging, ticketing, and customer-support features.
• Usage data: standard web log data (IP address, browser type, pages visited) collected automatically when you browse our website.

3. How we use information

• To operate the unified inbox, AI assistant, ticketing, and CSAT features of IntechCXM on behalf of Clients.
• To respond to consult requests and provide customer support.
• To maintain, secure, and improve our platform and website.
• To meet legal, accounting, and regulatory obligations in Malaysia.

We do not use messaging data obtained through Meta, Google, or TikTok integrations for advertising, and we do not sell personal data to any third party.

4. Meta Platform data & compliance

Our use of information received from Meta Platforms, Inc. (Facebook, Messenger, Instagram, WhatsApp) is subject to and complies with the Meta Platform Terms and Developer Policies. Specifically:

• Platform data is used only to provide and improve the messaging, ticketing, and AI-assistant features a Client has requested, never for unrelated purposes.
• Platform data is not sold, licensed, or shared with data brokers or advertisers.
• Access to Platform data is restricted to authorized Intechsolid personnel and the relevant Client's staff on a need-to-know basis, secured with encrypted credentials.
• When a Client disconnects a channel, or upon a verified deletion request from an end customer or Client, we delete the associated Platform data within 30 days, except where retention is required by law.
• We provide a data deletion request channel via [email protected].

5. Sharing of information

We share information only with: sub-processors that host or support our infrastructure (e.g. cloud hosting, AI model providers) under confidentiality and data-protection obligations; the Client whose channel an end customer messaged, so their team can respond; and authorities where required by law. We do not sell personal data.

6. Data retention

We retain conversation and account data for as long as a Client's subscription is active and as needed to provide the service, after which it is deleted or anonymized within a reasonable period, unless a longer retention period is required for legal or accounting purposes.

7. Data security

We use encrypted channel credentials, per-tenant data isolation, and access controls to protect information. No method of transmission or storage is 100% secure, but we work to apply industry-standard safeguards appropriate to the data we hold.

8. Your rights

Subject to Malaysia's Personal Data Protection Act 2010 (PDPA), you may request access to, correction of, or deletion of your personal data, or object to certain processing, by contacting us at [email protected]. End customers messaging a Client's business account should also be able to request data deletion directly through that Client, or through us using the contact above.

9. Children's privacy

Our services are intended for business use and are not directed at children. We do not knowingly collect personal data from children.

10. Changes to this policy

We may update this Privacy Policy from time to time. The "Last updated" date above reflects the most recent revision. Continued use of our website or platform after changes take effect constitutes acceptance of the revised policy.

11. Contact us

Intechsolid Sdn Bhd
7-1, Jalan Pusat Perniagaan Desa Kolej 1, Nilai 71800, Negeri Sembilan, Malaysia
Email: [email protected]