Privacy Policy

1. Who We Are

TelNova is a trade name of Kool Home Inc, located at Springfield, VA 22152. Contact: privacy@telnova.us · (703) 712-3079

2. Information We Collect

We collect: name, email, phone, company when you contact us or submit support requests; issue descriptions and communications; device/compliance data from Microsoft Intune (if enabled); IP address, browser info, and analytics data via PostHog.

3. How We Use Your Information

We use your information to: provide helpdesk and IT support services; create and manage support tickets; send service notifications and invoices; analyze website usage to improve our services; comply with legal obligations. We do NOT sell your data or use it for advertising.

4. Data Sharing

We do not sell personal information. We share data with: service providers (Hostinger hosting, PostHog analytics, Microsoft Intune integration) under data processing agreements; legal authorities when required by law.

5. Cookies and Analytics

We use PostHog analytics to track page views and user behavior. This data is used only to improve our service. You may opt out by contacting privacy@telnova.us.

6. Data Retention

Support ticket data: contract duration plus 1 year. Contact submissions: 2 years. Analytics: 90 days (recordings), 2 years (aggregate). Billing records: 7 years (IRS requirement). Intune device data: 90 days rolling.

7. Data Security

We use TLS 1.2+ encryption in transit, encrypted storage at rest, role-based access controls, and audit logging. In case of a data breach, we will notify you within 72 hours.

8. California Privacy Rights (CCPA)

California residents may: request disclosure of data collected; request deletion of personal information; opt out of sale (we do not sell data); request correction of inaccurate information; exercise rights without discrimination.

To exercise rights: privacy@telnova.us or (703) 712-3079. We respond within 45 days.

9. Contact