Legal
Privacy Policy
This policy explains what personal data Provonic (“Makli”, “we”) collects through makli.com and the Makli service, why, and what rights you have. We are based in the United Kingdom and work under the UK GDPR and the Data Protection Act 2018; where we serve customers in the EU, the EU GDPR also applies.
Our roles
We act in two capacities:
- Controller — for data about visitors to this website, prospective customers who contact us, and our customers’ own account and billing details.
- Processor — for the personal data inside our customers’ helpdesk, billing and hosting systems (their end users’ tickets, chats and account details). Our customer is the controller of that data and decides how it is used; we process it only on their instructions under our Data Processing Agreement.
Data we collect
Website visitors and enquiries
- Details you give us through the contact form: name, work email, company, role, and the approximate ticket volume and team size you tell us.
- Technical information sent by your browser when the page loads, such as IP address and user-agent, which our web server records in standard access logs.
Customers
- Account details for the people who administer Makli for your business: name, work email, role, login records.
- Billing details needed to invoice you. Card payments are handled by our payment provider; we do not store full card numbers.
- Configuration you provide: which systems are connected, which actions are permitted, and the policies and documentation Makli should follow.
End users of our customers (as processor)
- The content of support tickets and chats, including attachments such as screenshots, invoices and logs.
- Account information Makli reads from the connected systems in order to resolve a request, such as the customer’s plan, domains, invoices and server settings.
We do not intentionally collect special-category data. If it appears in a ticket, it is processed only as part of resolving that ticket.
Why we use it and on what basis
| Purpose | Legal basis (UK/EU GDPR) |
|---|---|
| Responding to your enquiry and arranging a trial | Our legitimate interest in responding to people who contact us; then performance of a contract. |
| Providing and supporting the service, including generating replies and taking permitted actions | Performance of our contract with the customer; for end-user data, the customer’s documented instructions. |
| Billing, accounting and tax | Contract and legal obligation. |
| Securing the service, preventing abuse and keeping audit logs | Legitimate interests in security and accountability. |
| Improving the service using aggregated, de-identified usage information | Legitimate interests. We do not use Customer Data to train AI models. |
| Sending service notices and, with your permission, product updates | Contract; consent for marketing, which you can withdraw at any time. |
How Makli uses AI
Makli uses AI models, including models run by third-party providers, to understand tickets and generate replies. Only the information needed to handle a given ticket is sent to a model. We do not use Customer Data or end-user data to train models, and our model providers are contractually prohibited from doing so. Customers can require personal data to be anonymised before it reaches a model, and can run the Makli agent inside their own infrastructure. Outputs are shown in the ticket with the actions taken, so the customer can review them.
Who we share data with
We share personal data only with:
- Sub-processors that help us run the service — cloud hosting, AI model providers, email delivery and payment processing. Each is bound by a written agreement with data-protection terms at least as protective as ours. A current list is available on request at sam@makli.com.
- The systems you connect, to read and act on tickets as you have instructed.
- Professional advisers and authorities where the law requires it or to protect our legal rights.
We do not sell personal data and we do not share it with advertisers.
International transfers
We are based in the UK. Where personal data is transferred outside the UK or the EEA — for example to a model provider — we rely on the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses, or on an adequacy decision, together with additional safeguards where appropriate. Copies of the relevant clauses are described in our DPA + SCC page.
Security
Each customer runs in a separate, isolated environment. Data is encrypted in transit and at rest, access is restricted to staff who need it and is logged, every action Makli takes is recorded on the ticket, and we commission independent third-party security audits. No system is perfectly secure; if we become aware of a breach affecting your data we will tell you without undue delay.
How long we keep data
- Enquiries — for as long as needed to respond and follow up, then deleted unless you become a customer.
- Customer account and billing data — for the life of the contract and afterwards for as long as required for accounting, tax and legal purposes.
- End-user data processed on your behalf — for the term of the contract; on termination it is deleted or returned in line with the DPA.
- Server and security logs — for a limited period consistent with security needs.
Your rights
Under UK and EU data-protection law you may have the right to access your personal data, correct it, have it erased, restrict or object to its processing, receive a copy in a portable format, and withdraw consent where processing relies on it. To exercise a right, email sam@makli.com. If your data is in a customer’s helpdesk we process on their behalf, we will refer your request to that customer, who is the controller.
You can also complain to the Information Commissioner’s Office (ico.org.uk) or, in the EU, to your local supervisory authority. We would appreciate the chance to address your concern first.
Cookies and third-party requests
The makli.com marketing site does not set advertising or tracking cookies. When the page loads, your browser fetches fonts and icons from third-party content delivery networks, which receive your IP address in order to serve those files. The Makli application uses strictly necessary cookies to keep you signed in.
Children
Our service is for businesses and is not directed at children. We do not knowingly collect personal data from anyone under 16 other than as it may appear in a customer’s support tickets, which we process on the customer’s instructions.
Changes to this policy
We will post any changes here and update the date at the top. For material changes affecting customers we will also notify you by email or in the service.
Contact
Provonic, 172 Stamford Street, Manchester, United Kingdom · sam@makli.com