Help Center Privacy Policy

1. Who this policy applies to

It applies to anyone accessing wisedata.wiki, even without being logged in, and to users who open tickets through the support panel. Reading articles requires no account.

2. Data we process

Depending on how you use the Help Center, we process:

Browsing and reading articles: IP address, device and browser type, pages visited, traffic source and time spent, collected through cookies and measurement tools.

Search: the terms you search for. When a search returns no results, we record only the term, the language and the knowledge base — no IP, no visitor identifier and no link to you — so we can find out which article is missing.

Article feedback: the vote (helpful / not helpful), the reason selected and the optional comment. To prevent repeated votes we generate a random identifier stored in our own cookie (wd_visitor), which contains no name, email or any data that directly identifies you.

Support tickets: name, email, language, originating product, the content of the messages and attachments you send, the service history and your account access records. Please do not include in tickets sensitive data or third-party data that is not necessary to resolve the request.

Communications: notification emails about your tickets and, where you have authorized it, marketing communications — in which case we record opens and clicks.

3. Cookies and measurement technologies

The cookies below were identified through a technical audit of the Help Center pages. Durations are the ones actually applied by the browser.

Strictly necessary: NEXT_LOCALE (session) stores the selected language. wd_visitor (1 year) is a random identifier created only when you rate an article, to prevent repeated votes. The light or dark theme preference uses no cookie: it lives in the browser's local storage.

Audience measurement: _ga and _ga_<stream ID> (1 year), from Google Analytics 4, loaded through Google Tag Manager. They distinguish visitors and keep the measurement session state.

Advertising and campaign measurement: _fbp (3 months), from the Meta Pixel, identifies the browser to measure Facebook and Instagram campaigns. _gcl_au (3 months), from Google Ads, attributes conversions to ads. bcookie, lidc and li_sugr, from the LinkedIn Insight Tag, measure LinkedIn campaigns.

Marketing automation: mtc_id and mtc_sid (session), mautic_device_id (12 months) and mautic_referer_id (29 minutes), from Mautic, record interactions with our emails and pages in order to segment communications. The same cookies are used on the marketing.grupowisedata.com domain.

Strictly necessary cookies are essential to the operation of the service. Measurement, advertising and automation cookies rely on your consent and can be blocked at any time in your browser settings or through the ad controls of the platforms themselves (Google, Meta and LinkedIn). Blocking them does not prevent you from reading articles or opening tickets.

4. What we use this data for

• Display documentation in the correct language and keep your reading preferences
• Provide support and follow up on the resolution of your tickets
• Identify confusing, outdated or missing articles and improve the documentation
• Measure audience, performance and marketing campaign results
• Keep the service secure, prevent abuse and comply with legal obligations

5. Legal bases

Performance of a contract (art. 7, V): handling support tickets from customers of our products.

Legitimate interest (art. 7, IX): service security, abuse prevention and improving documentation based on zero-result searches and article feedback.

Consent (art. 7, I): measurement, advertising and marketing automation cookies, as well as promotional communications.

Compliance with a legal obligation (art. 7, II): retention of access logs under the Brazilian Internet Civil Framework.

6. Who we share data with

We do not sell or rent personal data. We share it only with the subprocessors required to operate the service — hosting and email providers, Google, Meta and LinkedIn for measurement and marketing, and technical monitoring tools — always under contract and with the safeguards described in the general Privacy Policy.

We also use VisitorAPI, which receives the IP address of visitors and returns country, region, language and currency, so we can adapt the content shown. It receives no name, email or account data.

Our marketing automation tool (Mautic) is hosted on WiseData Business' own infrastructure in Brazil: the data it processes is not sent to third parties.

Some of the remaining providers are located outside Brazil. In those cases, the international transfer complies with articles 33 to 36 of the LGPD.

7. How long we keep data

• Access logs: 6 months, under the Brazilian Internet Civil Framework
• Article ratings and comments: for as long as the article exists, to track quality over time
• Zero-result search terms: up to 24 months
• Tickets, messages and attachments: for the duration of the customer relationship and up to 5 years after its termination, for defense in potential litigation
• Support system audit logs: 60 days
• Marketing and browsing data: up to 24 months or until consent is withdrawn

8. Your rights

At any time you may request access, correction, anonymization, portability or deletion of your data, withdraw consent and object to processing based on legitimate interest.

To exercise these rights, write to [email protected]. We will respond within the deadlines set by the LGPD. You may also file a complaint with the Brazilian National Data Protection Authority (ANPD).

9. Security

Help Center traffic is encrypted in transit (TLS), access to the support panel is controlled by authentication with optional two-step verification, and administrative actions are recorded in an audit log. Access to ticket content is restricted to the support staff responsible for handling it.

10. Minors

The Help Center and support channels are intended for people over 18, in the context of professional use of our products. We do not knowingly collect data from children or adolescents.

11. Changes to this policy

We may update this document to reflect changes in the service or in legislation. The version and update date appear at the top of the page; significant changes will be communicated by email or within our systems.

12. Contact

Questions about this policy or about how your data is processed can be sent to our Data Protection Officer at [email protected].

WiseData Business LTDACNPJ: 53.182.850/0001-14www.wisedatabusiness.com