Privacy Policy

Information we collect

Ticket and support data

When you use Support within Microsoft Teams, we collect and process ticket information including ticket content, attachments, status updates, comments, and metadata such as creation dates and assigned agents. This data is stored securely in our databases to provide the core ticketing functionality.

User identification information

We collect basic user identification data from Microsoft Teams including your Teams user ID, display name, and email address. This information is provided by Microsoft Teams and is used to identify ticket creators, assignees, and to send notifications within Teams.

Usage analytics

We collect anonymized usage statistics such as number of tickets created, feature usage patterns, and performance metrics. This data helps us improve the app and is aggregated so individual users cannot be identified.

Technical information

We automatically collect technical information including IP addresses, browser types, device information, and Teams app version numbers. This data is used for security monitoring, troubleshooting, and ensuring compatibility across different devices and platforms.

How we use your information

We use the collected information to provide and improve the Support service. This includes processing and routing tickets, sending notifications about ticket updates, providing customer support, and analyzing usage patterns to enhance features and performance.

We may also use your information to communicate with you about service updates, security alerts, and important announcements related to Support. You can opt out of non-essential communications at any time.

Data storage and security

Where your data is stored

Your ticket data is stored in our secure databases hosted in enterprise-grade data centers that comply with SOC 2, ISO 27001, and other industry standards. While Support integrates with Microsoft Teams for user interaction, the ticket data itself is managed in our systems to provide optimal performance and functionality.

Security measures

We implement enterprise-grade security measures including encryption in transit and at rest, regular security audits, access controls, and monitoring systems. All data transmission between Support and Microsoft Teams uses HTTPS with TLS encryption.

Data retention

Ticket data is retained in our databases according to your organization's needs and our data retention policies. Analytics and usage data is retained for up to 24 months. When you uninstall Support or delete your account, we will delete associated data within 30 days, except where required by law.

When we share information

We do not sell, rent, or trade your personal information. We may share your information only in the following limited circumstances:

With Microsoft: As Support operates within Microsoft Teams, certain data is necessarily shared with Microsoft as part of the Teams platform integration. This follows Microsoft's privacy policies and data processing agreements.

Service providers: We may share data with trusted third-party service providers who help us operate Support, such as cloud hosting providers and analytics services. These providers are bound by strict confidentiality agreements.

Legal requirements: We may disclose information if required by law, court order, or to protect the rights, property, or safety of Support, our users, or others.

Business transfers: In the event of a merger, acquisition, or sale of assets, user information may be transferred as part of that transaction, subject to the same privacy protections.

Your privacy rights

Depending on your location, you may have certain rights regarding your personal information:

Access and portability: You can request access to your personal information and receive a copy in a portable format. Ticket data can be accessed through the Support app in Teams or by contacting us directly.

Correction: You can update or correct your personal information. User profile information is synchronized with your Microsoft Teams profile.

Deletion: You can request deletion of your personal information, subject to legal retention requirements. Uninstalling Support from Teams will trigger data deletion processes.

Opt-out: You can opt out of non-essential communications and certain data processing activities. Some data processing is necessary for the core functionality of Support.

To exercise these rights, please contact us at privacy@resolve.ms with your request and verification of your identity.

Cookies and tracking

Our website uses cookies and similar technologies to improve your experience and analyze usage patterns. Within the Microsoft Teams app, we rely on Teams' built-in capabilities and do not set additional cookies.

Essential cookies: Required for basic website functionality, including security and user authentication.

Analytics cookies: Help us understand how visitors use our website to improve design and content. These cookies collect anonymized information.

Advertising cookies: Used to deliver relevant advertisements and measure their effectiveness. These cookies help us find new customers and show you relevant content about Support.

You can control cookie preferences through your browser settings. Disabling certain cookies may limit website functionality.

International data transfers

Support may transfer and process your information in countries other than your own, including the United States and European Union. We ensure appropriate safeguards are in place for international transfers, including Standard Contractual Clauses and adherence to privacy framework agreements.

While Support integrates with Microsoft Teams for user interaction, your ticket data is stored and processed in our secure infrastructure with appropriate data protection measures.

Children's privacy

Support is designed for business use and is not intended for children under 13 years of age. We do not knowingly collect personal information from children under 13. If we become aware that we have collected personal information from a child under 13, we will take steps to delete such information promptly.

Changes to this privacy policy

We may update this privacy policy from time to time to reflect changes in our practices or legal requirements. We will notify users of significant changes through the Support app, email, or by posting a notice on our website. The "Last updated" date at the top of this policy indicates when it was most recently revised.

Continued use of Support after changes to this policy constitutes acceptance of the updated terms.