Our Story

BrightPath Labs was founded in 2021 by a team of support engineers and product designers who were frustrated with overcomplicated, overpriced helpdesk software. We believed small and mid-sized businesses deserved the same powerful tools as enterprise companies — without the enterprise price tag or six-month onboarding process.

We built BrightPath from the ground up with one core idea: support software should get out of the way and let great teams do great work.

Our Mission

To give every customer-facing team — regardless of size — the infrastructure to deliver world-class support experiences. We measure our own success by the success of our customers.

Our Values

• Transparency first. No dark patterns, no surprise fees, no selling your data.
• Customer obsession. Every product decision is driven by real user feedback.
• Privacy by design. We handle your data and your customers' data with the highest standards.
• Email responsibility. We only send emails that users explicitly expect and want.
• Continuous improvement. We ship updates weekly and listen to every support ticket we receive ourselves.

US-Based Operations

BrightPath Labs, Inc. is incorporated in Delaware and operates from our headquarters in Austin, Texas. All customer data is stored on AWS infrastructure in US-East regions (Virginia). We are subject to US law, including CAN-SPAM Act, and maintain strict compliance with applicable data protection regulations.

Our support team is available Monday–Friday, 9AM–6PM Central Time at support@brightpathlabs.us.

Email Communication Policy

BrightPath Labs sends transactional emails only — meaning every email we send is directly triggered by an action you or your team takes within our platform. We do not send unsolicited marketing emails, we do not purchase or rent email lists, and we require double opt-in for any optional newsletter communications.

Every email we send includes a clear unsubscribe link. You are in complete control of your notification preferences at all times.

Transactional Email Only

BrightPath Labs exclusively sends emails that are directly triggered by user actions within our platform. Every email we send falls into one of these categories:

• Email address verification after account signup
• Password reset requests (initiated by the user)
• Welcome email upon confirmed account activation
• Ticket submission confirmation
• Ticket status update notifications (opt-in)
• Agent reply notifications (opt-in)
• Security alerts (login anomalies, password changes)
• Weekly digest summary (opt-in)
• Monthly product newsletter (double opt-in required)

No Unsolicited Email

BrightPath Labs does not send cold emails, promotional blasts, or marketing campaigns to people who have not explicitly signed up for our platform and granted consent. We do not purchase, rent, or borrow email lists from any third party.

Double Opt-In for Newsletters

For optional communications like our monthly newsletter, we require a double opt-in process: the user must (1) check the consent box during signup or in notification settings, and (2) click a confirmation link in a follow-up email. This ensures we have verifiable, affirmative consent before sending any non-transactional communications.

Unsubscribe Rights

Every email sent by BrightPath Labs — including transactional emails — contains a clear and functional unsubscribe or notification management link. Users can also manage all notification preferences from within their account dashboard at any time.

• Unsubscribe requests are processed within 10 business days (federal maximum), but typically within 24 hours
• Opting out of marketing does not affect transactional security emails
• Users may delete their account entirely to stop all communications

CAN-SPAM Compliance

All emails sent by BrightPath Labs comply with the CAN-SPAM Act (15 U.S.C. § 7701) and include:

• Accurate "From" and "Reply-To" email addresses
• Non-deceptive subject lines
• Our physical mailing address: 3801 S Congress Ave, Suite 220, Austin, TX 78704
• A clear and functioning unsubscribe mechanism
• Prompt honoring of opt-out requests

AWS SES Compliance

BrightPath Labs uses Amazon Web Services Simple Email Service (AWS SES) for all email delivery. Our use of AWS SES complies with their Acceptable Use Policy. Specifically:

• Our sending domain (brightpathlabs.us) is verified with SPF, DKIM, and DMARC records
• We maintain a bounce rate below 2% and complaint rate below 0.1%
• All email content is reviewed to ensure policy compliance
• We do not use shared IP pools that could affect deliverability
• We only send to users who have explicitly created an account on our platform

Contact for Email Issues

If you believe you received an email from BrightPath Labs in error, or if you are having difficulty unsubscribing, please contact us immediately at support@brightpathlabs.us. We will investigate and resolve the issue promptly.

1. Introduction

BrightPath Labs, Inc. ("BrightPath Labs," "we," "our," or "us") respects your privacy and is committed to protecting the personal information you share with us. This Privacy Policy describes how we collect, use, and share information when you use our website (brightpathlabs.us) and our customer support platform.

2. Information We Collect

Account Information

When you create an account, we collect your name, business email address, company name, and password (stored as a salted hash — we never store plaintext passwords).

Usage Data

We collect information about how you interact with our platform, including ticket data, login timestamps, IP addresses, browser type, and feature usage. This helps us improve our product.

Cookies

We use strictly necessary session cookies to keep you logged in, and optional analytics cookies (with your consent) to understand product usage patterns. We do not use advertising or third-party tracking cookies.

3. How We Use Your Information

• To provide, operate, and maintain our platform
• To verify your identity and prevent fraud
• To send transactional emails triggered by your actions
• To send optional newsletters (with your double opt-in consent)
• To analyze aggregate usage patterns and improve the product
• To comply with legal obligations

4. Email Communication Transparency

We only send emails in response to user-initiated actions. We never send bulk marketing emails without explicit opt-in consent. See our full Email Policy for complete details.

5. Data Storage & Security

All customer data is stored on Amazon Web Services (AWS) infrastructure in the US-East-1 region (Northern Virginia). We use AES-256 encryption at rest and TLS 1.2+ in transit. We conduct regular security audits and maintain SOC 2 Type II certification.

6. Data Sharing

We do not sell, rent, or share your personal data with third parties for marketing purposes. We may share data with service providers who help us operate the platform (e.g., AWS, Stripe for billing) under strict data processing agreements.

7. Your Rights

• Access: Request a copy of your personal data
• Correction: Request correction of inaccurate data
• Deletion: Request deletion of your account and data
• Portability: Export your ticket data in CSV or JSON format
• Opt-out: Manage email preferences at any time in your account settings

To exercise any of these rights, contact us at privacy@brightpathlabs.us.

8. Contact

BrightPath Labs, Inc. · 3801 S Congress Ave, Suite 220, Austin, TX 78704 · privacy@brightpathlabs.us

1. Acceptance of Terms

By accessing or using BrightPath Labs' platform, you agree to be bound by these Terms of Service ("Terms"). If you do not agree, do not use our service.

2. Acceptable Use Policy

You agree to use BrightPath Labs only for lawful purposes and in accordance with these Terms. You must not use the platform to:

• Violate any applicable federal, state, or local law or regulation
• Send unsolicited bulk email or spam through our platform
• Harass, abuse, or harm any person
• Attempt to gain unauthorized access to our systems
• Upload malicious code, viruses, or other harmful software
• Impersonate any person or entity
• Use the platform to store or transmit content that infringes intellectual property rights

3. Anti-Spam Policy

BrightPath Labs strictly prohibits the use of our platform to send unsolicited commercial email (spam). Any account found to be sending spam, purchasing email lists, or violating CAN-SPAM regulations will be immediately suspended and reported to the appropriate authorities.

• All email sent through our platform must be to recipients who have explicitly opted in
• You may not import purchased, harvested, or scraped email addresses
• You must honor unsubscribe requests immediately
• You must include a physical mailing address in all commercial emails

4. Account Suspension Rules

We reserve the right to suspend or terminate your account immediately, without notice, if we determine that you have:

• Violated our Anti-Spam Policy
• Engaged in fraudulent activity
• Exceeded platform usage in a manner that degrades service for others
• Violated any applicable law or regulation
• Provided false information during account registration

5. Prohibited Activities

In addition to the above, you may not: reverse engineer the platform, scrape data, resell access without authorization, use automated tools to extract content, or interfere with the security or integrity of the platform.

6. Intellectual Property

The BrightPath Labs platform, including all software, design, and content, is the intellectual property of BrightPath Labs, Inc. and is protected by applicable IP laws. Your use does not grant you any ownership rights.

7. Limitation of Liability

To the maximum extent permitted by law, BrightPath Labs shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of data, revenue, or profit, arising from your use of the platform. Our total liability to you shall not exceed the fees paid by you in the 12 months preceding the claim.

8. Governing Law

These Terms are governed by the laws of the State of Texas, without regard to conflict of law principles. Any disputes shall be resolved in the state or federal courts located in Travis County, Texas.

9. Contact

BrightPath Labs, Inc. · 3801 S Congress Ave, Suite 220, Austin, TX 78704 · support@brightpathlabs.us