Privacy Policy

Logic Hop Support Request Data Collection

Last Updated: 12/11/2025

Overview

When you submit a support request through Logic Hop, we collect diagnostic and technical information to help our support team understand and resolve your issue efficiently. This section explains what data we collect, how we use it, and your rights regarding this information.

What Information We Collect

When you submit a support request, the following information may be included in your support package:

1. Information You Provide

  • Support Description: The text description of your issue or question
  • Reply-To Email Addresses: Email addresses you specify for follow-up communication (including your WordPress admin email and current user email)
  • Selected Pages/Posts: Any WordPress pages or posts you specifically select as related to your issue
  • Consent Record: Timestamp and statement confirming your agreement to share diagnostic data

2. Site Configuration Data

  • Site Information: Site name, URL, admin email address, and multisite status
  • WordPress Environment: WordPress version, language, site URL, and home URL
  • PHP Environment: PHP version, SAPI type, and memory limit
  • Database Information: Database name, table prefix, charset, and collation
  • Theme Information: Active theme name, version, and parent theme (if applicable)
  • Active Plugins: List of all active WordPress plugins with their names and versions

3. Logic Hop Plugin Data

Based on your selection, the following Logic Hop-specific data may be included:

  • Plugin Settings: Logic Hop configuration settings (sensitive values like API keys are redacted)
  • Conditions: Condition titles, slugs, status, content, and metadata
  • Logic Blocks: Logic Block titles, slugs, status, content, and metadata
  • Logic Bars: Logic Bar titles, slugs, status, content, and metadata
  • Goals: Goal definitions, titles, slugs, and metadata
  • Redirects: Redirect configurations, destinations, and status
  • Usage Report: Map of how Logic Hop features are used across your site (which posts use which conditions, blocks, etc.)
  • Recent Logs: Recent Logic Hop log entries (if selected)
  • Session Snapshot: Current visitor session data (only if explicitly selected)
  • Error Information: Recent PHP errors or fatal errors related to Logic Hop

4. Selected Page/Post Content

If you select specific pages or posts as related to your issue, we collect:

  • Post/page title, ID, type, and status
  • Post/page content and excerpt
  • Permalink URL
  • Logic Hop usage metadata for that post/page

How We Use This Information

The diagnostic data collected is used exclusively for the following purposes:

  • Technical Support: To diagnose, troubleshoot, and resolve your support request
  • Issue Reproduction: To understand the context and reproduce issues in our testing environment
  • Communication: To respond to your support request via the email addresses you provide
  • Quality Improvement: To identify common issues and improve our plugin and documentation

Data Security and Transmission

Your support package is:

  • Securely Transmitted: Sent over HTTPS using encrypted connections
  • Authenticated: Signed with HMAC-SHA256 using your license key to ensure authenticity
  • Stored Securely: Received and stored on Logic Hop’s secure servers with appropriate access controls
  • Access Restricted: Only authorized Logic Hop support staff can access your support packages

Data Retention

Support packages and associated diagnostic data are retained for the following periods:

  • Active Support Cases: Retained for the duration of the support case and up to 90 days after resolution
  • Resolved Cases: Retained for up to 2 years for quality assurance and historical reference
  • After Retention Period: Data is securely deleted or anonymized

You may request deletion of your support data at any time by contacting our support team.

Your Rights

Under applicable privacy laws (including GDPR, CCPA, and others), you have the right to:

  • Access: Request a copy of the diagnostic data we have collected about your site
  • Correction: Request correction of any inaccurate information
  • Deletion: Request deletion of your support data (subject to legal retention requirements)
  • Portability: Request your data in a machine-readable format
  • Objection: Object to processing of your data (though this may limit our ability to provide support)
  • Withdraw Consent: Withdraw your consent at any time (data collected before withdrawal will still be processed)

Data Sharing and Third Parties

We do not sell, rent, or share your diagnostic data with third parties except:

  • Service Providers: We may use trusted third-party service providers to process and store support data, all of whom are bound by strict confidentiality agreements
  • Legal Requirements: We may disclose data if required by law or to protect our rights and safety
  • Business Transfers: In the event of a merger, acquisition, or sale, support data may be transferred as part of business assets

Consent and Control

You have full control over what data is included in your support package:

  • Selective Inclusion: You can choose which types of data to include (conditions, logic blocks, settings, etc.)
  • Optional Data: Session snapshots and recent logs are optional and only included if you explicitly select them
  • Explicit Consent: You must explicitly consent to sharing diagnostic data before submitting a support request
  • No Automatic Collection: Diagnostic data is only collected when you actively submit a support request

International Data Transfers

Your support data may be transferred to and processed in countries outside your country of residence. We ensure appropriate safeguards are in place to protect your data in accordance with applicable privacy laws, including:

  • Standard contractual clauses
  • Adequacy decisions by relevant authorities
  • Other legally recognized transfer mechanisms

Children’s Privacy

Logic Hop support services are not directed to individuals under the age of 16. We do not knowingly collect personal information from children. If you believe we have inadvertently collected information from a child, please contact us immediately.

Changes to This Policy

We may update this privacy policy from time to time to reflect changes in our practices or legal requirements. We will notify you of any material changes by:

  • Posting the updated policy on our website
  • Updating the “Last Updated” date
  • Providing notice through the Logic Hop plugin interface when significant changes occur

Contact Us

If you have questions, concerns, or wish to exercise your privacy rights regarding Logic Hop support data, please contact us:

Additional Information

For more information about Logic Hop’s overall privacy practices, please review our main Privacy Policy.

This privacy policy section applies specifically to data collected through Logic Hop support requests. It supplements but does not replace our main Privacy Policy.