HDH Tech Support

Privacy Policy

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Privacy Policy

Last updated: July 31, 2026

1. Introduction

HDH Tech Support ("we," "us," or "our") operates a technical support call center and customer portal serving Young Supply, Webb Supply, and their affiliated customers. This Privacy Policy describes how we collect, use, disclose, and safeguard your information when you use our application, website, and support services. We are committed to protecting your privacy and handling your data in an open and transparent manner.

2. Information We Collect

We collect the following types of information:

  • Account Information: Your name, email address, and password when you register for an account.
  • Contact Information: Your phone number, company name, and callback number when you submit a support request or communicate with our team.
  • Equipment Information: Product brand, model number, serial number, and manufacture date provided during warranty lookups or support requests.
  • Communication Records: Call logs, voicemail recordings, SMS messages, and chat conversations between you and our support agents.
  • Photos & Attachments: Images you upload to support tickets to help us diagnose issues.
  • Usage Data: Information about how you interact with the application, including device information and access times.

3. How We Use Your Information

  • To provide technical support and respond to your service requests.
  • To process warranty claims and verify warranty status for your equipment.
  • To communicate with you about your tickets, scheduled callbacks, and support updates.
  • To assign the appropriate support agent based on brand, availability, and expertise.
  • To improve our services, troubleshoot issues, and maintain quality assurance.
  • To comply with legal obligations and protect against fraud or misuse.

4. Call Recording & SMS Communication

For quality assurance, training, and dispute resolution purposes, we may record phone calls and retain SMS conversations between you and our support team. By contacting our support line or using our messaging features, you acknowledge and consent to such recording and retention. Call recordings are stored securely and accessed only by authorized personnel.

5. SMS & Messaging Program

We operate a customer care SMS messaging program to provide technical support communications to registered technicians and customers. The following disclosures apply to our messaging program:

  • Data Collected for Messaging: We collect your mobile phone number, your name, your company name, and the details you provide when submitting a support request (brand, model, serial number, issue description). We also collect the content of SMS messages you send to and receive from our support team.
  • How We Use Messaging Data: Your mobile number and message content are used solely to deliver support communications related to your active support ticket — including agent responses, ticket status updates, scheduling and callback notifications, and urgent priority alerts. We do not use SMS for marketing or promotional purposes.
  • Message Frequency: Message frequency varies based on the volume and status of your support request. Typically, you may receive 1–10 messages per ticket during its lifecycle, with additional messages if you initiate a conversation. You will not receive more messages than reasonably necessary to address your support request.
  • Message and Data Rates May Apply: Standard message and data rates from your mobile carrier may apply to messages you receive from us.
  • Opt-In & Consent: You provide active consent to receive SMS messages by checking the unchecked-by-default consent checkbox on our public SMS opt-in form ( /sms-opt-in) or, for registered users, on the New Support Request form in the portal. Consent is not a condition of purchase or of receiving support. You may opt in or out of messaging at any time.
  • Opt-Out (STOP): To unsubscribe from SMS messages, reply STOP to any message you receive from us. We will process your opt-out request immediately and you will not receive further messages from our program.
  • Help (HELP): Reply HELP to any message for support information, including how to opt out and contact our support team.
  • Resubscribe (START): If you have previously opted out, you may reply START to opt back in to receiving messages.

6. How We Share Your Information

We do not sell your personal information. We may share your information with:

  • Service Providers: Third-party vendors (e.g., telecommunications providers) that support our call center and messaging operations, under contractual confidentiality obligations.
  • Brand Partners: Manufacturers (Mitsubishi, RUUD, Rheem, Sinclair, Fujitsu, LG) when necessary to process warranty claims or provide product-specific support.
  • Legal Compliance: When required by law, court order, or to protect our rights, safety, or property.

Mobile Information & Messaging Consent — Not Shared for Marketing: We do not sell or share your SMS opt-in data or personal information with third parties for marketing purposes. We do not share, sell, rent, lease, or otherwise provide your mobile information, opt-in data, or SMS consent data to any third parties, affiliates, or partners for marketing or promotional purposes. Your mobile number and messaging consent are used exclusively to deliver support communications related to your active service request. Service providers (such as our SMS carrier Twilio) receive only the technical data necessary to deliver messages and are contractually prohibited from using your information for any other purpose.

7. Data Security

We implement appropriate technical and organizational measures to protect your personal information, including encrypted data transmission, access controls, and regular security reviews. However, no method of transmission over the internet is completely secure, and we cannot guarantee absolute security.

8. Data Retention

We retain your personal information for as long as your account is active or as necessary to provide our services. Call logs, ticket records, and communication history may be retained for a period consistent with our operational needs and legal requirements. You may request deletion of your account data at any time, subject to legal retention obligations.

9. Your Privacy Rights

Depending on your location, you may have the right to:

  • Access the personal information we hold about you.
  • Request correction of inaccurate or incomplete information.
  • Request deletion of your personal information.
  • Opt out of certain marketing or promotional communications.
  • Withdraw consent for call recording (note: this may limit our ability to provide support).

To exercise any of these rights, please contact us using the information provided below.

10. Children's Privacy

Our services are not directed to individuals under the age of 18. We do not knowingly collect personal information from children. If you believe we have collected information from a minor, please contact us so we can promptly delete it.

11. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of significant changes by posting the updated policy on this page and updating the "Last updated" date. We encourage you to review this policy periodically.

12. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or your personal information, please contact our support team through the application or by calling our general tech support line.

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