This Privacy Policy outlines how our ticket support system collects, uses, maintains, and discloses information collected from users (both staff and clients). This policy applies to all features and services offered through our ticket support platform.

Last updated: July 21, 2025

Personal Identification Information

We may collect personal identification information from users in various ways, including, but not limited to:

• When users create an account (name, email address, phone number)
• When submitting or responding to tickets (communication content)
• When uploading attachments to tickets
• Profile information and preferences

Non-Personal Identification Information

We may collect non-personal identification information about users whenever they interact with our system. This may include:

• Browser type and version
• Operating system
• IP address
• Access times and dates
• Referring website addresses
• Other similar information

The ticket support system collects and uses personal information for the following purposes:

• To provide and improve our services: Information helps us respond to customer service requests and support needs efficiently.
• To personalize user experience: We may use information in the aggregate to understand how our users as a group use the services and resources provided.
• To improve our system: We continually strive to improve our offerings based on the information and feedback we receive.
• To process transactions: We may use the information users provide about themselves when placing an order only to provide service to that order.
• To send periodic emails: We may use email addresses to send users information and updates pertaining to their tickets. It may also be used to respond to inquiries, questions, and/or other requests.
• To maintain service quality: Staff performance monitoring and quality assurance.

We adopt appropriate data collection, storage, and processing practices and security measures to protect against unauthorized access, alteration, disclosure, or destruction of your personal information, username, password, transaction information, and data stored in our system.

Sensitive and private data exchange between the system and its users happens over an SSL secured communication channel and is encrypted and protected with digital signatures. Our system is also in compliance with relevant data protection regulations.

We will retain your personal information only for as long as is necessary for the purposes set out in this Privacy Policy. We will retain and use your information to the extent necessary to comply with our legal obligations, resolve disputes, and enforce our policies.

Ticket data and related communications may be retained for:

• Active tickets: For the duration of the support issue
• Closed tickets: For a period of time after resolution for quality assurance and reference
• Archived tickets: Long-term storage with limited access for legal and compliance purposes

We do not sell, trade, or rent users' personal identification information to others. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates, and advertisers for the purposes outlined above.

We may use third-party service providers to help us operate our business and the system or administer activities on our behalf, such as sending out newsletters or surveys. We may share your information with these third parties for those limited purposes provided that you have given us your permission.

Users may find content on our system that links to the sites and services of our partners, suppliers, advertisers, sponsors, licensors, and other third parties. We do not control the content or links that appear on these sites and are not responsible for the practices employed by websites linked to or from our system.

In addition, these sites or services, including their content and links, may be constantly changing. These sites and services may have their own privacy policies and customer service policies. Browsing and interaction on any other website, including websites which have a link to our system, is subject to that website's own terms and policies.

Our system may use "cookies" to enhance user experience. User's web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. Users may choose to set their web browser to refuse cookies or to alert you when cookies are being sent. If they do so, note that some parts of the system may not function properly.

We use cookies for:

• Keeping you signed in
• Understanding how you use our system
• Remembering your preferences
• Improving security

Our system may request permission to send push notifications to your device. These notifications are used to alert you about ticket updates, responses, and other relevant information. You can manage notification preferences in your account settings or through your device settings.

As a user of our system, you have the following rights regarding your personal data:

• Right to Access: You can request copies of your personal information.
• Right to Rectification: You can request that we correct inaccurate information about you.
• Right to Erasure: In certain circumstances, you can request that we delete your personal information.
• Right to Restrict Processing: You can request that we restrict the processing of your information in certain circumstances.
• Right to Data Portability: You can request that we transfer your information to another organization or directly to you.
• Right to Object: You can object to our processing of your personal information.

To exercise any of these rights, please contact us using the information provided in the "Contact Us" section.

For staff members using the ticket system, please be aware of the following additional privacy considerations:

• Staff activity within the system may be logged and monitored for quality assurance, training, and security purposes.
• Performance metrics related to ticket handling may be collected and used for evaluation purposes.
• Staff members have a responsibility to maintain the confidentiality of client information accessed through the system.
• Unauthorized access, use, or sharing of client information is strictly prohibited and may result in disciplinary action.

We have the discretion to update this privacy policy at any time. When we do, we will revise the updated date at the top of this page. We encourage users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect.

You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.

If you have any questions about this Privacy Policy, the practices of this system, or your dealings with this system, please contact us at: