Privacy Policy and Terms

• Your name, company name and email address
• Your phone number, only if you choose to provide it, used solely to contact you about your account and support requests
• Your password, securely hashed, never stored in readable plain text
• Your ITSM platform connection credentials, encrypted at rest using AES-256-GCM authenticated encryption
• Your subscription and trial status and dates
• Aggregated, anonymised service metric statistics: daily KPI totals such as ticket counts and resolution rates, never ticket content, identifiers or personal data, retained for up to 12 months to provide trend reporting and deleted with your account
• Your dashboard layout and configuration preferences

When you connect a service desk, we read your tickets in order to compute your figures. Four things define that access, and all four are enforced in our code rather than promised in this document.

It is read only. We never create, update or delete anything in your service desk. Every request we make for your data is a GET. The only request we make that is not a GET is to your platform's OAuth endpoint, to refresh our own access token.

We read a fixed list of fields: ticket id and source platform, subject, status, priority, created, updated and resolved timestamps, category, SLA breach state and breach time, business service, revenue impact, satisfaction score, re-triage count, logged effort in seconds, and linked issue keys. Two further lookups read organisation and agent names so that aggregates can be labelled, and agent names are masked before use.

We do not read ticket descriptions, comments, the reporter, the assignee, requester email addresses, or the raw ticket payload. This is an allowlist in the code, not a policy someone has to remember: a field added to an adapter in future does not travel by default, and our build fails if an unlisted field appears.

Subjects are the one free text field that travels, because a dashboard you cannot trace back to real work is of little use. Email addresses inside a subject are masked automatically. A person's name typed into a subject is not, so if that is a concern for your organisation, avoid personal data in ticket subjects.

You can revoke our access at any time from your platform's own OAuth settings, by disconnecting in the dashboard, or by deleting your account, which removes the stored credentials and your history.

• Right of Access: get copies of your personal data.
• Right to Rectification: request that we correct inaccurate information.
• Right to Erasure: request deletion of your personal data.
• Right to Restriction and Objection: ask us to limit or stop certain processing.
• Right to Portability: request transfer of data to another organisation.

Our core subprocessors include:

• Vercel Inc.: application hosting and serverless execution. Our server side API routes and scheduled jobs run on Vercel, so ticket data passes through it in transit while a dashboard is being produced.
• Supabase Pte. Ltd.: relational database infrastructure and user authentication hosting. Production data is hosted in AWS data centres in Frankfurt, Germany (eu-central-1), while testing infrastructure is in Dublin, Ireland (eu-west-1).
• Resend Inc.: transactional email delivery used to dispatch automated service alerts, trial reminders and account confirmations.
• Stripe Inc.: subscription billing and payment tokenisation. You interact with Stripe directly at checkout. We never see, process or store raw card details.
• Google LLC (Generative AI API): optional AI insights processing, receiving only the limited metadata described above.
• Upstash, Inc.: rate limiting and abuse prevention. Stores a per account request counter keyed to your account identifier, holding no ticket content, which expires within minutes.

Cross border transfers: transfers of data from the United Kingdom to infrastructure located within the European Economic Area are protected and authorised under the UK Government's statutory Adequacy Regulations. Any secondary transfers outside the UK or EEA, such as data passing through US based serverless routing platforms, are bound by the EU-U.S. Data Privacy Framework, the UK Extension thereto, or standard contractual clauses.

A full list of our current subprocessors is available on request via privacy@itsmdashboard.dev.