Privacy Policy

Data Controller

Nivaro Technology Ltd, trading as Runframe (company number 17196776)
Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
ICO registration number: ZC139341

Information We Collect

We collect information you provide directly when you create an account, and information generated automatically as you use the product.

• Account information. When you sign up, we collect your name and email address. Authentication is handled by Clerk, which stores and manages your login credentials.
• Organization and team data. When you set up your organization, invite teammates, or configure on-call schedules, we store that configuration data to provide the service.
• Usage data. We collect information about how you interact with the product: pages visited, features used, and actions taken. This helps us understand what is working and what needs improvement.
• Slack workspace data. If you connect Runframe to your Slack workspace, we receive information necessary to operate the integration: workspace ID, channel IDs, and user IDs for members you add to Runframe. We do not read the contents of your Slack messages beyond what is required to process incident alerts and notifications.
• Incident data. The incidents, postmortems, timelines, and on-call records you create in Runframe are stored and associated with your organization.
• Contact and escalation information. If your organization configures on-call schedules or voice escalations, we may store phone numbers and notification preferences for responders and team members.

Lawful Bases

We process personal data under the lawful bases that apply to the way you use Runframe:

• Contract. To provide Runframe, manage accounts, process billing, and deliver incident, on-call, notification, and status page features.
• Legitimate interests. To secure the service, prevent abuse, understand product usage, improve reliability, and support customers.
• Consent. For optional marketing-page analytics where consent is requested.
• Legal obligation. Where we need to keep records or disclose information to comply with law.

How We Use Your Information

We use the information we collect for three core purposes:

• To provide the service. Your data is what powers Runframe. We use it to operate incidents, on-call schedules, escalation policies, and notifications.
• To improve the product. Aggregate usage data helps us understand which features are used most, where users get stuck, and where to focus engineering effort.
• To communicate with you. We send transactional emails (incident alerts, on-call notifications, account notices) and, if you opt in, product updates. You can unsubscribe from product updates at any time.

We do not use your data to train machine learning models or build advertising profiles.

Data Sharing

We do not sell your data. We do not share your data with third parties for their own marketing or advertising purposes.

We share data only with the service providers necessary to run Runframe:

• Clerk: authentication and user management. Stores your login credentials and session data.
• Railway: cloud hosting and database. Your application data is stored on Railway's infrastructure.
• Slack API: when you enable the Slack integration, data is exchanged with Slack to deliver notifications and receive alerts.
• Dodo Payments: hosted checkout, billing, subscriptions, and customer portal access. Runframe never stores your raw payment card data.
• Telnyx: voice call provider used to deliver on-call phone escalations. Phone numbers of on-call responders are shared with Telnyx solely to route calls.
• Resend and ZeptoMail: transactional email delivery. Email addresses are shared to send incident alerts and account notifications.
• Neon: managed PostgreSQL database hosting. Customer data is stored on Neon's infrastructure.
• Cloudflare: status pages are served via Cloudflare Workers. Cloudflare processes request metadata including IP addresses.
• PostHog: website and product analytics. We use PostHog to understand how people use Runframe and improve the product.
• Sentry: error monitoring, performance tracing, and masked session replay on errors so we can diagnose production issues.
• Crisp: live chat and support on public pages, where enabled.

Each of these providers operates under their own privacy policies and data processing agreements. We require that they handle your data only as necessary to provide their services to us.

We may disclose your information if required by law or to protect the rights and safety of Nivaro Technology Ltd, trading as Runframe, our users, or others.

International Transfers

Runframe currently stores and processes customer data primarily in the United States using managed infrastructure providers.

Where personal data is transferred outside the United Kingdom or European Economic Area, we rely on appropriate safeguards such as data processing agreements, standard contractual clauses, the UK International Data Transfer Addendum, or equivalent transfer mechanisms provided by our subprocessors.

Data Retention

We keep your data for as long as your account is active. If you delete your account, we will delete your personal data and organization data within 30 days, except where we are required to retain it for legal or compliance reasons.

You can request deletion of your data at any time by emailing support@runframe.io. We will confirm receipt and process the request within 30 days.

Security

We take reasonable steps to protect your data, including HTTPS encryption, access controls, and authentication protections. Additional information about our operational security practices is available on our Security page.

No system is perfectly secure. If you discover a security issue, please contact us at security@runframe.io.

Your Rights

You have the right to access, correct, or delete the personal data we hold about you. Specifically:

• Access. You can request a copy of the personal data we hold about you.
• Correction. If any information is inaccurate or incomplete, you can ask us to correct it. Many fields can be updated directly from your account settings.
• Deletion. You can request that we delete your personal data. Note that deleting your account will also remove your organization's data from Runframe.
• Restriction and objection. You can ask us to restrict certain processing or object to processing based on legitimate interests.
• Portability. You can request an export of your data in a machine-readable format.

To exercise any of these rights, email support@runframe.io. We will respond within 30 days.

You also have the right to complain to the Information Commissioner's Office if you are unhappy with how we handle your personal data.

Cookies

We use a minimal set of cookies:

• Authentication session. A cookie set by Clerk to keep you logged in. This is strictly necessary for the service to function.
• Theme preference. A cookie to remember whether you prefer light or dark mode.
• Analytics. We use Google Analytics to understand how visitors interact with our marketing pages. Google Analytics sets cookies to distinguish users and sessions. We use Google Analytics in a privacy-conscious configuration and do not intentionally send directly identifying information to Google Analytics. We also use PostHog for website and product analytics. PostHog may use cookies and local storage for analytics, and session recording is disabled. Logged-in users are not currently offered an in-app PostHog opt-out. You can opt out of Google Analytics using the Google Analytics Opt-out Browser Add-on.
• Support chat. Crisp may use cookies or similar storage to run live chat on public pages, where the chat widget is enabled.

We do not use advertising cookies or third-party advertising tracking pixels.

Changes to This Policy

We may update this privacy policy from time to time. For minor changes, we will update the “Last updated” date at the top of this page. For material changes that significantly affect your rights or how we handle personal data, we may notify users by email, through the product, or by other reasonable means before the changes take effect.

Continued use of Runframe after the effective date of a policy update constitutes acceptance of the updated policy.

Contact

If you have questions about this privacy policy or how we handle your data, reach out at support@runframe.io.

Nivaro Technology Ltd, trading as Runframe.
support@runframe.io