1. What is confidential
Confidential information is any non-public information a provider learns through the platform or an order. That includes customer data, the customer's business details, knowledge base content, support conversations, pricing, and anything about how the SupportPilots platform works internally. If information is not clearly public, treat it as confidential. When in doubt, assume it is protected and ask before sharing.
2. Core obligation
A provider must keep confidential information confidential. It may be used only to perform the agreed work for the customer who granted access, and for nothing else. It must not be disclosed to anyone outside the engagement, whether a friend, a colleague, another customer, or a third-party service. Confidentiality is the default state of everything a provider sees through SupportPilots.
3. No bulk export or reuse
Providers must not download, copy, scrape, or retain customer data beyond what a specific task genuinely needs. There is no taking a full export of a knowledge base, a conversation archive, or a customer list. Material learned while serving one customer must never be reused for another customer or for the provider's own products. Access is a working permission, not a licence to keep the data.
4. People and subcontractors
A provider must not share their access with anyone. Access is personal to the provider it was granted to. If a customer approves a helper or subcontractor, that person is bound by the same confidentiality obligations before touching any data, and the provider remains fully responsible for their conduct. A breach by a helper is treated as a breach by the provider.
5. Return and deletion
When the work is complete or the customer revokes the grant, the provider must stop accessing the data immediately and delete any local copies, including drafts, exports, screenshots, and notes that contain confidential information. Nothing is kept after the engagement ends. The only records that remain are the platform's own audit logs, which SupportPilots maintains for security.
6. Duration
Confidentiality does not expire when the provider relationship ends. For trade secrets, the obligation continues indefinitely for as long as the information stays secret. For other confidential information, it continues for the period required by law. Leaving the network does not release a provider from these duties for anything they learned while inside it.
7. Exceptions
These obligations do not apply to information that is already public through no fault of the provider, or that the provider can show was lawfully known before access was granted. They also do not prevent disclosure that is genuinely required by law or a valid court order, provided the provider gives SupportPilots reasonable notice first where doing so is lawful, so the customer has a chance to respond.
8. Consequences
Breaching confidentiality is serious. It may lead to immediate suspension of access, removal from the provider network, withheld payouts, and legal action for the harm caused. These remedies are cumulative, not alternatives. Nothing here limits the affected customer's own separate right to pursue remedies against a provider for misuse of their confidential information.
9. Governing law and contact
This agreement is governed by the laws of England and Wales, and any dispute that cannot be resolved informally will be brought before the competent courts of England and Wales. Questions about confidentiality obligations should go to legal@supportpilots.com. The contracting legal entity is Telvara Holdings Limited, company number 17175891, registered at 27 Crofton Road, No. 6, 1st Floor, Liverpool, L13 5UJ, United Kingdom.