Privacy Policy
1. Information We Collect
When you create an account or use Surgepulse Helpdesk, we may collect:
- Account information such as your name, email address, and organization details
- Ticket content including subjects, descriptions, comments, and attachments you submit
- Usage data such as pages visited, features used, and interaction timestamps
- Device and browser information collected automatically through server logs
2. How We Use Your Information
We use your information to:
- Provide, maintain, and improve the Surgepulse Helpdesk service
- Process and manage support tickets within your organization
- Send service-related notifications such as SLA alerts and ticket updates
- Ensure security, prevent fraud, and enforce our terms of service
- Generate aggregated, anonymized analytics to improve our product
3. Data Sharing
We do not sell your personal data. We may share information with:
- Members of your organization who have appropriate role-based access
- Service providers who assist in hosting and operating the platform
- Law enforcement or regulatory bodies when required by law
4. Data Retention
We retain your data for as long as your account is active or as needed to provide the service. When you delete your account, we will remove your personal data within 30 days, except where retention is required by law.
5. Data Security
We implement industry-standard security measures including HTTPS encryption, CSRF protection, secure session cookies, and role-based access controls to protect your data. Organization data is isolated to ensure tenants cannot access each other's information.
6. Your Rights
Depending on your jurisdiction, you may have the right to:
- Access the personal data we hold about you
- Request correction of inaccurate data
- Request deletion of your personal data
- Object to or restrict certain processing of your data
- Export your data in a portable format
7. Changes to This Policy
We may update this Privacy Policy from time to time. We will notify you of material changes by posting the updated policy on this page and updating the "Last updated" date above.
8. Contact Us
If you have questions about this Privacy Policy or how we handle your data, please contact us at privacy@surgepulse.org.