$ cat legal/privacy.md

Privacy Policy

An IT desk sees a lot about a company: its people, its devices and its problems. This policy sets out how we handle that information and the limits we put on ourselves.

01What this policy covers

This policy explains what information we collect when you visit our website, sign up for a trial or use the service desk, how we use it and the choices you have. It applies to visitors, account administrators, engineers and the employees whose requests are handled through a workspace.

02Who controls workspace data

When a company uses the service, that company decides what tickets, assets and user records go into its workspace. For that data, the company is the data controller and we process it on its behalf and on its instructions. For website visitors and account sign-ups, we decide how the data is used.

03Information we collect

Signup and contact details: name, work email, company, role, industry, number of users, number of IT staff and current helpdesk tool.
Workspace data: tickets, messages from email, WhatsApp, chat and the portal, attachments, knowledge articles, SLA settings and reports.
Directory data: names, work emails, departments and sites synced from Microsoft 365 or Google Workspace when an administrator connects them.
Asset and licence data: device models, serial numbers, owners, locations, warranty and repair history, installed company software and licence seat usage.
Technical data: IP address, browser type, pages visited and session cookies needed to keep you signed in and to verify form submissions.

04What we never collect

Asset Vault covers company-owned devices only. We do not collect browsing history, keystrokes, screen contents, personal messages or location tracking from employee devices, and we do not track personal devices.

05How we use information

To run the service: create tickets, route them, send replies and show dashboards and reports.
To power the AI Ticket Resolver for your own workspace: matching requests to your articles and similar solved tickets.
To send account messages such as login details, trial reminders, renewal notices and security alerts.
To answer Support Line messages and help with setup.
To keep the service secure, prevent abuse and fix problems.

Your workspace data is not used to train AI models for other customers, and it is never sold or used for advertising.

06AI and automated actions

The AI Ticket Resolver suggests fixes and sends guided steps. It does not reset accounts, install software or change permissions on its own. Those actions require an engineer’s approval or the user’s own verified action, and each one is recorded on the ticket.

08How we protect it

Encryption in transit (TLS) and at rest.
Role-based access inside each workspace, with administrator controls.
Identity verification before self-service password resets.
Access by our staff only when needed to support a customer, and logged.

09How long we keep it

Workspace data is kept while the subscription is active. After cancellation or an expired trial, the workspace is paused for 30 days so you can export your data, then deleted from live systems within the next 30 days and from backups within 90 days. Signup and contact messages are kept for up to two years unless you ask us to delete them sooner.

10Your choices and rights

You can ask to see, correct, export or delete personal data we hold about you. Employees of a customer should usually contact their own IT team first, since that company controls its workspace. We respond to requests within 30 days.

11Cookies

The website uses only cookies needed for it to work, such as the session cookie that checks the verification sum on our forms. We do not use advertising cookies.

12Changes to this policy

If we change this policy in a way that affects how workspace data is used, we will tell account administrators by email before the change takes effect.

Questions about this policy can be sent through the Support Line.