Privacy Policy
Last Updated: September 1, 2026
1. Overview & Commitment
At FusionWorks AI, we provide white-label outsourced helpdesk, NOC monitoring, and technical infrastructure support to Managed Service Providers (MSPs). We treat data privacy and client confidentiality as core operational requirements. This Privacy Policy outlines how we collect, handle, protect, and process data when delivering our services or when you interact with our website and support channels.
2. Information We Collect
We collect only the necessary operational data required to scope, execute, and verify technical support services:
- Contact & Invoicing Data: Name, work email address, telephone numbers, company name, and billing details provided during consultation or contract execution.
- Service Desk & Telemetry Logs: Incident logs, ticket summaries, endpoint telemetry, and session timestamps generated through partner-authorized PSA/RMM tool connections.
- Communication Records: Audio recordings of support calls (where enabled for quality assurance and training) and written chat or ticket transcripts.
3. How We Use Information
All data collected is utilized strictly within the scope of our client agreements:
- Delivering 24/7/365 white-labeled Tier 1 and Tier 2 remote support.
- Triaging, resolving, and escalating technical tickets via your designated PSA/RMM platforms.
- Monitoring infrastructure health and alerting partner engineers to critical thresholds.
- Generating operational SLA metrics, shift handoff logs, and performance reports.
We do not sell, rent, or monetize partner or end-user data under any circumstances.
4. Security Architecture & Confidentiality
We deploy strict physical, technical, and administrative controls to protect partner systems and end-user data:
- Zero-Trust Remote Sessions: Support connections utilize audited 256-bit encrypted channels directly via your RMM infrastructure.
- Strict Non-Disclosure (NDA): Every technician and engineer is bound by enforceable non-disclosure agreements ensuring full white-label brand anonymity.
- Access Governance: Role-based access controls (RBAC) and multi-factor authentication (MFA) are enforced across all internal workstations and tool dashboards.
5. Data Retention & Third-Party Sharing
We retain operational session data only for the duration required by service agreements or legal mandates. Third-party disclosure is limited strictly to vetted infrastructure subprocessors (such as encrypted telecommunications gateways or authorized PSA API bridges) necessary to maintain service availability.
6. Privacy Inquiries & Governance
For questions regarding this policy, security certifications, or data handling protocols, contact our security and compliance team: