Privacy Policy

This notice explains how Steelborn LLC uses personal data when you visit our website, contact us, request a trial or use SOVA. Contact us at [email protected] about privacy or your data rights.

1. Who is responsible

Steelborn is the controller for website enquiries, business contacts, billing, support and console account administration. For personal data processed on a customer's network, that organisation is the controller and Steelborn acts as its processor. Network users should contact their organisation first; we assist it under the applicable Data Processing Agreement (DPA).

EU representative. Steelborn LLC is established in the United States. We have appointed the Prighter Group as our representative in the European Union under Article 27 GDPR (Prighter EU Rep GmbH, Schellinggasse 3, 1010 Vienna, Austria). Individuals and supervisory authorities in the EU can contact us through our representative, or exercise their data protection rights, at app.prighter.com/portal/19277652550.

2. Information we use and why

• Enquiries and trial requests: your name, work contact details, organisation, country, network requirements and any message or optional information you provide. We use these to answer you and arrange the requested service.
• Accounts, orders and support: account and business details, subscription and payment references, tax details where relevant, correspondence and administrative activity. We use these to operate the service, manage the relationship, provide support and meet legal obligations.
• Chat and phone assistant: if you use the chat on this website or call our phone line, your messages or the call recording and transcript, and the contact details you give. These conversations are answered by a virtual assistant. We use them to answer you and to pass your request to our team.
• Website and security information: IP address, browser information, requested pages, timestamps and security events. We use these to deliver and protect the website and service.

Where GDPR or UK GDPR applies, our legal bases are steps requested before a contract or performance of a contract where you are a party; our legitimate interests in business communications, service operation and security; and legal duties such as tax and accounting requirements. If we rely on consent for an optional use, we identify that use and you may withdraw consent.

Required form fields are needed to handle your request; optional fields are marked. You can contact us by email instead. We do not sell personal data or use it for advertising. Payment details entered in a third-party checkout are handled by that provider; Steelborn does not receive or store full payment card or bank account details through that checkout.

3. Data location, staff access and service providers

Customer network records stored in the SOVA cloud are hosted in Germany and processed there automatically. Steelborn's support tools show service information, such as appliance and licence status, not these records. A small number of named administrators can access the servers to operate and secure the service, and support engineers can see technical logs and the support packages a customer chooses to send. Support packages are encrypted when they are created; only Steelborn support can open them. Network-user passwords and network device secrets are not sent to the SOVA cloud.

Steelborn is established in the United States. Where staff with access work from outside the EEA or UK, transfers are covered by appropriate safeguards, such as Standard Contractual Clauses and the UK transfer terms. Contact us for details.

We use carefully selected service providers for hosting, content delivery and network security, business email, the AI service that runs our chat and phone assistant, and payments. Providers that process customer network data are bound by our DPA, and the current list is available to customers on request. We may also disclose data when legally required, or to a business successor subject to appropriate protections.

Payments: purchases are processed by Paddle (Paddle.com), our reseller and Merchant of Record. Its Privacy Policy applies to order and payment processing, for which Paddle acts as a controller.

4. How long information is kept

We keep our copies of trial enquiries for up to 12 months after the last contact if no customer relationship follows.

Customer contact and support records are kept during the relationship or open request and normally for up to three years afterwards. Console account details are kept while the account is needed; administrative activity records are kept for 360 days. Billing and records needed for a legal claim are retained for the relevant statutory or limitation period. Website security logs follow the provider's retention settings for operating the site and investigating abuse.

Chat and phone assistant conversations are kept by the service for up to 30 days. A request passed to our team is then kept like any other enquiry or support record.

Customer network data is kept according to the retention period selected by the customer and the periods set out in our DPA.

5. Data processed for your organisation

Depending on the features used, SOVA processes network user and device identifiers (such as usernames and MAC/IP addresses), access events and decisions, device information, policy-related directory groups, security assessments and console activity. These come from your organisation, its configured systems and its network equipment. The purpose is to provide the network access control and visibility service your organisation requests.

SOVA applies the organisation's configured access rules and can provide security insights to its administrators. The organisation determines its policies and explains to its users how those affect access. Our DPA describes this processing and the safeguards in more detail.

6. Cookies and security

This website does not use advertising or analytics cookies. Hosting and security providers may use essential cookies, and the SOVA console uses necessary cookies or browser storage for sign-in. A third-party checkout has its own cookie notice. The chat connects only when you open it. The conversation is then kept in your browser tab until you close it, so it continues on other pages of this site.

We use technical and organisational safeguards to protect data, including secure transmission, access restrictions and separation of customers' data. Please do not send passwords, payment credentials or unnecessary sensitive information through the trial form, the chat or by email.

7. Your rights

Depending on applicable law, you may request access, correction, erasure, restriction or a portable copy of your data. You may object to processing based on legitimate interests. Where consent applies, you may withdraw it without affecting earlier lawful processing. These rights are subject to applicable conditions and exceptions.

Email [email protected] or, in the EU, use our representative's portal (section 1). We may verify your identity and respond within the deadline required by applicable law. Under GDPR and UK GDPR this is normally one month; we explain any permitted extension. You may complain to your local data protection authority, including the UK ICO where relevant. For data controlled by your employer or another SOVA customer, contact that organisation.

8. Updates and contact

We update this notice when our processing changes and provide notice of material changes where required. The website and trial request form are intended for organisational representatives, not children.