Privacy Policy

Introduction

Misty Heron Godo Kaisha ("the Company") is committed to protecting the privacy of visitors to this website and clients engaging our support automation services. This policy explains what data we collect, how it is used, and the rights available to you.

Data collection

• What is collected: Name and email address submitted through contact forms, and general usage data collected via cookies where consent is given.
• How it is collected: Directly through forms you complete, and passively through analytics cookies subject to your consent choices.
• Legal basis: Consent for optional data such as analytics, and legitimate interest for responding to enquiries you initiate.
• Retention: Contact form submissions are retained only as long as needed to respond to and, where relevant, deliver the service requested.

Data usage

• Personal data submitted via forms is used solely to respond to your enquiry and, where you proceed, to deliver the service discussed.
• We do not sell personal data to third parties.
• Analytics data, where consented to, helps us understand general website usage and is not used to identify individuals.
• We do not send marketing communications unless you separately request them.

Data protection measures

• Access to any personal data submitted is limited to personnel who need it to respond to enquiries.
• Reasonable technical and organizational safeguards are applied to protect stored data from unauthorized access.
• In the event of a data breach affecting personal information, we will take prompt steps to assess and address it.

Your rights

• Right to access the personal data we hold about you.
• Right to request correction or deletion of your data.
• Right to data portability where applicable.
• Right to object to processing of your data.
• To exercise any of these rights, contact us via the details on our Contact page.

Your customers' messages

Setting up enquiry sorting or reply drafting means working with real correspondence: the questions your customers sent, the answers your staff wrote, and the notes attached to each ticket. In doing this we act on your instructions and only for the engagement you have asked for. Your customers remain your customers; we do not contact them, and we do not use their messages for any other client's setup.

Before we receive any records we agree in writing which inbox or export we may see, for how many months, and whether names, phone numbers and order numbers should be masked first. For a Support Data Review we usually work from an export with personal fields removed, because recurring topics and handling times can be read without knowing who wrote.

Where processing happens

Client records are kept in a workspace set aside for that engagement, separate from our own email and accessible only to the people working on it. If an engagement would involve any tool or service that processes data outside Japan, we name it before work begins, explain what would be sent to it, and proceed only with your written consent. If you would rather keep everything in-house, we can build the sorting rules from anonymised samples instead.

How long we hold support records

Exports and samples used during an engagement are deleted within thirty days of the final report or handover, unless you ask us to keep them for a follow-up review. The written procedure and answer library we leave with you belong to you; our own copy is kept only so we can answer questions about how it was built.

Enquiries sent to us

When you write to us through this site we keep your name, email address and message so we can reply and, if you go ahead, prepare a proposal. Enquiries that do not lead to an engagement are deleted after twelve months.

Requests and contact

Under the Act on the Protection of Personal Information you may ask Misty Heron Godo Kaisha to disclose, correct, suspend the use of or delete personal information we hold. Write to info@mistyheron.com or by post to 2-22-4 Chuo, Nishi-ku, Yokohama, Kanagawa 220-0051. If a request concerns data belonging to one of our clients' customers, we pass it to that client promptly, since they decide how it is handled.