Privacy Policy

This Privacy Policy applies to all services offered by Keme SupportOps Limited, including the Keme SupportOps platform, our website at kemegames.com, and any related applications or services (collectively, the “Services”).

By using the Services, you agree to the collection and use of information in accordance with this policy. We process two categories of data: data about operators (the studios and companies that use Keme) and end-user data (data about the players and customers whose support tickets are processed through the platform).

Operator Account Data

When you register and use Keme SupportOps, we collect:

• Account registration information (name, email address, company name)
• Billing information (processed securely via our payment provider)
• Configuration data (workspace settings, SLA policies, automation rules)
• Usage data (ticket volumes, feature utilisation, session activity)
• Communication data (support requests, feedback you send us)

End-User Support Data

When your players or customers submit support tickets through Keme, we process on your behalf:

• Identity information provided by the end-user (username, email, player ID)
• Ticket content (messages, attachments, metadata associated with the support request)
• Device and platform information where provided by the ticket source
• Communication history between your support agents and the end-user

Automatically Collected Data

• Log data (IP addresses, browser type, pages visited, timestamps)
• Cookie and tracking data (see the Cookies section below)
• Performance and error data used to maintain and improve the Services

We use operator account data to:

• Provide, operate, and improve the Keme SupportOps platform
• Process billing and manage your subscription
• Send transactional communications (receipts, service notifications)
• Respond to support requests and provide customer service
• Send product updates and marketing communications (with your consent)
• Analyse aggregate usage patterns to improve the platform
• Comply with legal obligations

We use end-user support data solely to:

• Deliver the support ticket processing services you have configured
• Train the AI Copilot models specific to your workspace (your data only)
• Generate analytics and reports within your account dashboard
• Maintain platform security and prevent abuse

We do not sell, rent, or trade your personal data. We share data only in the following circumstances:

Service Providers

We share data with trusted third-party service providers who process data on our behalf under data processing agreements, including cloud infrastructure providers (AWS), payment processors, email delivery services, and analytics tools.

Legal Requirements

We may disclose data if required to do so by law, court order, or government authority, or to protect the rights, property, or safety of Keme, our customers, or the public.

Business Transfers

In the event of a merger, acquisition, or sale of all or a portion of our assets, your data may be transferred. We will notify you before your personal data becomes subject to a different privacy policy.

We retain operator account data for the duration of your subscription and for up to 90 days following account termination, after which it is securely deleted or anonymised.

End-user support ticket data is retained according to your configured retention settings. Default retention is 2 years from ticket closure. You may request deletion of end-user data at any time from your workspace settings.

Audit logs are retained for up to 2 years. Billing records are retained for 7 years as required by applicable tax law.

Depending on your jurisdiction, you may have the following rights regarding your personal data:

• Right to access — request a copy of the personal data we hold about you
• Right to rectification — request correction of inaccurate data
• Right to erasure — request deletion of your data (“right to be forgotten”)
• Right to portability — receive your data in a machine-readable format
• Right to object — object to processing based on legitimate interests
• Right to restrict processing — request limitation of how we process your data
• Right to withdraw consent — where processing is based on consent

To exercise any of these rights, contact us at privacy@kemegames.com. We will respond within 30 days. For end-user data requests, we will direct end-users to the relevant operator as the data controller.

We use cookies and similar tracking technologies to operate the Services. See our full Cookie Policy for details. Essential cookies cannot be disabled as they are required to operate the platform. You may opt out of analytics and marketing cookies via the cookie preference centre.

We implement industry-standard security measures to protect your data, including AES-256 encryption at rest, TLS 1.2+ for all data in transit, role-based access controls, and regular security audits. We are currently completing our SOC 2 Type II certification. For full details, see our Security Disclosure.

While we take security seriously, no method of transmission over the internet is completely secure. We cannot guarantee absolute security of data transmitted to or through our Services.

Keme SupportOps Limited is registered in the United Kingdom. If you are located in the European Economic Area (EEA) or another jurisdiction with data transfer restrictions, please note that your data may be transferred to and processed in countries outside your jurisdiction.

Where we transfer EEA personal data outside the EEA, we ensure appropriate safeguards are in place, including Standard Contractual Clauses (SCCs) approved by the European Commission. A copy of our transfer mechanisms is available on request.

The Keme platform is a B2B service intended for use by businesses and their employees. It is not directed at children under the age of 13 (or 16 in the EEA). We do not knowingly collect personal data from children. If end-user data processed through the platform includes data from minors, operators are responsible for ensuring they have the appropriate lawful basis to process that data.

We may update this Privacy Policy from time to time. We will notify you of material changes by email to the address on your account or by posting a prominent notice in the platform at least 14 days before the change takes effect. Your continued use of the Services after the effective date constitutes acceptance of the revised policy.

For questions about this Privacy Policy or to exercise your data rights, contact: