Privacy Policy

Effective date: March 26, 2026

Who we are

Observetech Sdn. Bhd. is a software company that develops and operates business communication products, including Aida and Maincon. These products help business clients manage customer support, complaint handling, service coordination, operational messaging, and related workflows through WhatsApp and related digital systems.

Scope of this policy

This Privacy Policy applies to information processed by Observetech Sdn. Bhd. in connection with our website, products, support activities, and related business operations. It does not replace the obligations of our business clients, who remain responsible for their own notices, permissions, and lawful handling of personal data when they use our services.

Information we collect

Depending on the service and how it is used, we may collect or process account information, names, phone numbers, message-related data, attachments, usage logs, device or browser information, and support records, but only as needed to provide and support our services.

Information may come from business clients, authorized users, end-user interactions, or automated system logs.

How we use information

We use information as reasonably necessary to:

• Provide, operate, maintain, and improve our services.
• Authenticate users and manage access to accounts or systems.
• Process support requests, service requests, and operational workflows.
• Troubleshoot issues, maintain reliability, and investigate incidents.
• Protect the security and integrity of our systems and services.
• Comply with applicable laws, regulations, legal process, and enforcement requests.

How we share information

Observetech Sdn. Bhd. does not sell personal data. We may share information with trusted service providers only as needed to operate, secure, support, and improve our services. We may also share information when required to comply with law, respond to lawful requests, protect rights and safety, prevent fraud or abuse, or support contractual or business operations.

Service providers and infrastructure providers

We may rely on hosting providers, cloud infrastructure providers, communications platforms, analytics or logging tools, customer support tools, and other service providers that assist with delivering or supporting our services. These providers are permitted to access information only as reasonably necessary for their assigned functions and subject to applicable contractual or operational controls.

Legal compliance and protection

We may use or disclose information where we believe it is reasonably necessary to comply with legal obligations, respond to lawful requests, enforce our terms, detect or prevent fraud or abuse, protect our services, or safeguard the rights, property, and safety of Observetech Sdn. Bhd., our clients, users, or others.

Business client responsibilities

Businesses using our services are responsible for ensuring lawful use of the services and for providing any required notices, permissions, or consent before collecting, uploading, sending, or otherwise processing personal data through our systems where required by applicable law or platform rules.

Data retention

We retain information only for as long as reasonably necessary for service delivery, security, troubleshooting, legal compliance, dispute resolution, enforcement of agreements, and legitimate operational needs. Retention periods may vary depending on the type of information, the relevant service, contractual commitments, and legal requirements.

User choices and rights

Authorized users may contact Observetech Sdn. Bhd. regarding requests for access, correction, or deletion of information, subject to legal, contractual, technical, and operational limits. In many cases, we may need to direct a request to the relevant business client that controls the underlying relationship with the end user.

Security

We use reasonable administrative, technical, and organizational measures designed to protect information against unauthorized access, loss, misuse, alteration, or disclosure. However, no system or transmission method can be guaranteed to be fully secure.

Cross-border processing

Depending on the services used and the location of our providers, information may be processed or stored in jurisdictions outside the original country of collection. Where this occurs, we take reasonable steps to manage such processing in a manner consistent with applicable legal and operational requirements.

Updates to this policy

We may update this Privacy Policy from time to time to reflect changes to our services, operations, legal requirements, or data practices. The updated version will be posted on this page with a revised effective date.

Contact information

For privacy-related questions or requests, please contact Observetech Sdn. Bhd. at privacy@observetech.com. General enquiries may be sent to hello@observetech.com.