Privacy Notice
This Privacy Notice explains how Electro Cloud Helpdesk collects, uses, stores, and protects information submitted through the service.
Information we collect
We may collect information you provide directly, including your name, email address, phone number, location, ticket details, attachments, and communications with support staff. We may also collect technical information associated with service use, such as IP address, forwarded network information, browser or device user agent, timestamps, account identity for staff access, and operational logs.
How we use information
We use information to operate the helpdesk, receive and triage requests, communicate with requesters, investigate incidents, resolve issues, maintain service quality, protect system security, enforce policies, and comply with legal or regulatory obligations.
Sharing and disclosure
Information may be shared with personnel, contractors, affiliated service providers, hosting providers, identity providers, email providers, and storage providers that support operation of the helpdesk. Information may also be disclosed where reasonably necessary to respond to legal process, protect rights or safety, investigate misuse, or prevent fraud, abuse, or security incidents.
Retention
We retain helpdesk records, communications, attachments, and technical logs for as long as reasonably necessary for support operations, security, legal compliance, dispute resolution, recordkeeping, and legitimate business purposes. Retention periods may vary by client, contract, policy, or legal requirement.
Security
We use administrative, technical, and organizational safeguards designed to protect information against unauthorized access, disclosure, alteration, or destruction. However, no method of storage or transmission is completely secure, and we cannot guarantee absolute security.
Your responsibilities
Please provide only information necessary for support and avoid submitting highly sensitive, regulated, or confidential data unless required for the request and authorized by your organization. If you believe information was submitted in error, contact support promptly.
Updates
We may revise this Privacy Notice from time to time by posting an updated version on this site. Continued use of the service after changes become effective indicates acceptance of the revised notice.
Contact
Questions about this Privacy Notice may be directed through the support contact information displayed on the service or through your organization's support channel.