1. Who we are
Hydra is a customer support and CRM platform operated from the United States. References to "Hydra," "we," "us," or "our" mean the company that operates hydra-help.com and its dashboard application. References to "you" mean visitors to the website and authorized users of a tenant account.
2. What we collect
Account data: name, email, role, password hash, optional TOTP secret, and tenant assignment.
Tenant content: contacts, conversations, tickets, knowledge sources, files, and any other data a tenant chooses to upload or generate inside the dashboard.
Operational data: IP address, user agent, request paths, and timestamps for security and debugging.
Marketing data: email addresses submitted to the waitlist or trial signup, and basic event tracking on hydra-help.com.
3. How we use it
To run the service: authenticate users, render the dashboard, deliver bot replies, send transactional email, and route inbound email and chat messages to the right tenant.
To improve the service: aggregate, anonymized usage telemetry to find performance and reliability issues. We do not train AI models on tenant content.
To communicate: respond to support requests, send security and product update emails, and (for the marketing list only) send occasional product news. You can unsubscribe at any time.
4. Subprocessors
A current list of subprocessors and the data they process is published on the Trust page. We give 30 days advance notice before adding a subprocessor that materially changes how tenant data is handled.
5. AI processing
Hydra sends conversation context and retrieved knowledge chunks to Anthropic for inference, and embedding inputs to Voyage AI. These providers do not use API content to train their models. We do not enable any provider option that would extend retention beyond what is necessary to return a response.
6. Retention and deletion
Tenant content is retained for the lifetime of the tenant. Tenants can delete records inside the dashboard at any time. On account termination, all tenant content is removed within 30 days, and backups roll off within 30 days of the original deletion. Operational logs are retained for 30 days.
7. Your choices
Tenants can export contacts and conversations from Settings → Data, and export a single contact and their full history (subject-access). Marketing emails include an unsubscribe link. To request deletion or correction outside the dashboard, email privacy@hydra-help.com.
8. Contact
Questions about this policy: privacy@hydra-help.com. Security questions: security@hydra-help.com.