Privacy Policy

Last updated: March 25, 2026

Clad Labs, Inc. (“Clad Labs,” “Buttercream,” “Company,” “we,” “us,” or “our”) provides Buttercream, a multi-tenant B2B customer support platform that includes an omnichannel inbox, issue tracking, knowledge base, workflow automation, CRM functionality, APIs, integrations, and AI-assisted features (collectively, the “Services”).

This Privacy Policy explains how we collect, use, disclose, and protect personal information when you visit our website, request a demo, communicate with us, create an account, connect integrations, or otherwise use the Services.

If you do not agree with this Privacy Policy, do not use the Services.

1. Scope and privacy roles

Buttercream is designed for organizations and their authorized personnel. This Privacy Policy covers two main categories of personal information:

A. Website, sales, marketing, and business contact information

When you visit our website, request a demo, sign up for updates, communicate with us directly, or otherwise interact with us outside a customer workspace, Clad Labs generally acts as the controller of that personal information.

B. Customer Data processed through Buttercream

When organizations use Buttercream to manage support communications, tickets, account records, notes, workflows, knowledge base content, connected integrations, and related business records, Clad Labs generally acts as a processor or service provider on behalf of the customer organization. In those cases, the customer organization generally determines the purposes and means of processing and is generally responsible for the personal information submitted to the Services.

If you are an employee, contractor, customer, or end user of one of our customers and your information is processed in Buttercream by that customer, you should direct requests regarding that information to the relevant customer organization first. We may assist our customers in responding to such requests where required or appropriate.

2. Information we collect

We may collect the following categories of information.

A. Information you provide directly

  • Name, email address, phone number, company name, title, and other contact details
  • Account registration and workspace setup information
  • Billing, contract, and transaction information
  • Communications, support requests, sales inquiries, and feedback
  • Content you submit to the Services, including tickets, messages, notes, workflow settings, knowledge base content, account data, and other records you choose to store or process in Buttercream

B. Information from connected integrations and customer-configured sources

If you or your organization connect third-party services to Buttercream, we may receive and process information from those services in accordance with the permissions granted. This may include:

  • Message content, metadata, channel information, thread information, and user identifiers from Slack
  • Email content, metadata, sender and recipient information, and thread information from Google services such as Gmail
  • Calendar event details, attendee information, and related metadata from Google Calendar
  • Messaging and metadata from optional integrations such as Telegram
  • Information from future integrations enabled by a customer

C. Authentication, integration, and configuration data

We may collect and store:

  • Account credentials, authentication events, and session information
  • Integration metadata, authorization information, and related configuration data
  • Encrypted or otherwise protected tokens or credentials necessary to maintain authorized integrations
  • Workspace roles, memberships, invitations, permissions, and administrative settings

D. Automatically collected information

We may automatically collect:

  • IP address, browser type, device type, operating system, and approximate location derived from IP address
  • Usage information such as pages viewed, features used, links clicked, timestamps, and referring or exit pages
  • Log data, diagnostic information, crash information, and performance metrics

E. Cookies and similar technologies

We may use cookies and similar technologies to operate the website and Services, remember preferences, keep users signed in, understand usage, improve performance, support analytics, and maintain security. Where legally required, we will obtain consent before using non-essential cookies.

F. Information from service providers and partners

We may receive information from vendors and partners that help us with hosting, authentication, analytics, communications, customer support, fraud prevention, payment processing, or other business operations.

3. How we use information

We use personal information to:

  • Provide, operate, maintain, support, and improve the Services
  • Create and manage accounts, workspaces, subscriptions, and user access
  • Authenticate users and maintain customer-authorized integrations
  • Process, organize, search, route, summarize, draft, and otherwise support customer support workflows and related records
  • Provide AI-assisted features such as triage, grouping, search, draft generation, automation, and agent assistance
  • Respond to inquiries, requests, support issues, and feedback
  • Send service-related, administrative, legal, billing, and security communications
  • Monitor usage, troubleshoot errors, prevent fraud and abuse, and maintain the security and reliability of the Services
  • Comply with applicable law and enforce our agreements, rights, and policies
  • Create aggregated and deidentified analytics and usage insights that do not identify you or a particular customer as an individual

4. AI-assisted features

Buttercream includes AI-assisted features. In order to provide those features, we may send relevant prompts, context, metadata, and related Service data to third-party providers acting on our behalf or at a customer's direction.

We do not use Customer Data to train our own general-purpose models.

Where we use third-party AI providers to deliver AI-assisted features, we intend to use commercial offerings designed for business use. Customers are responsible for reviewing AI-generated output before relying on it or sending it to third parties.

AI-generated content may be inaccurate, incomplete, delayed, or unsuitable for a particular use.

5. How we disclose information

We may disclose personal information:

  • To service providers, subprocessors, and contractors that help us operate, support, secure, and improve the Services
  • To third-party integration providers when a customer enables a connected feature or directs us to exchange data with that provider
  • Within a customer's workspace in accordance with that customer's configuration, account roles, permissions, and instructions
  • To our affiliates or successors in connection with a merger, financing, acquisition, reorganization, bankruptcy, sale of assets, or similar transaction
  • To law enforcement, regulators, courts, or other third parties where required by law or where reasonably necessary to protect rights, safety, security, or the Services

We do not sell personal information or share personal information for cross-context behavioral advertising.

7. Retention

We retain personal information for as long as reasonably necessary for the purposes described in this Privacy Policy, including to provide the Services, comply with legal obligations, resolve disputes, enforce agreements, maintain security, and keep appropriate business and financial records.

For Customer Data, we generally retain information in accordance with the applicable agreement with the customer, the customer's instructions, our internal backup and retention practices, and applicable legal requirements.

8. International transfers

We are based in the United States and may process personal information in the United States and other countries where we or our service providers operate. Where required by law, we use appropriate safeguards for cross-border transfers.

9. Security

We use reasonable administrative, technical, and organizational measures designed to protect personal information. However, no method of transmission over the Internet or method of storage is completely secure, and we cannot guarantee absolute security.

Additional information about our current security practices may be made available on our security page, through customer documentation, or under a separate security addendum.

10. Your privacy rights

Depending on where you live and the context in which we process your personal information, you may have rights to:

  • Access, correct, or delete personal information
  • Object to or restrict certain processing
  • Receive a portable copy of certain information
  • Withdraw consent where processing is based on consent
  • Lodge a complaint with a regulator or supervisory authority

To submit a privacy request, email support@buttercream.ai.

If your information is processed by Buttercream on behalf of one of our customers, we may refer your request to that customer or ask you to contact them directly.

11. California disclosures

If the California Consumer Privacy Act, as amended, applies to you, you may have rights to know, access, correct, and delete personal information, and to receive information about our collection, use, disclosure, and retention practices. We do not sell personal information or share personal information for cross-context behavioral advertising.

This section applies, where relevant, to California residents whose information we process in our capacity as a business, including business contacts, website visitors, customer personnel, applicants, and similar individuals. Where we process personal information solely on behalf of a customer as a service provider, the customer is generally responsible for responding to applicable requests.

12. Children's privacy

The Services are not directed to children, and we do not knowingly collect personal information from children under the age required by applicable law. If you believe a child has provided us personal information, please contact us at support@buttercream.ai.

13. Third-party services

The Services may link to, integrate with, or rely on third-party websites, platforms, and services. Their handling of personal information is governed by their own terms and privacy policies.

14. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. If we make material changes, we will post the updated version and update the effective date above. Where required by law, we will provide additional notice or obtain consent.

15. Contact us

For privacy questions, requests, or legal notices, contact support@buttercream.ai.

See also: Terms of Service · Subprocessors