This Privacy Policy explains how flyhelpdesk collects, uses and protects personal data when you use the Service, both as a workspace operator and as an end customer using a support portal powered by flyhelpdesk.
1. Data we process
Account data (names, emails, roles), support content (tickets, messages, attachments), and technical data (IP, device, logs) needed to operate and secure the Service.
2. How we use it
To provide and improve the Service, route and resolve support requests, apply automations and AI assistance, enforce security, and meet legal obligations.
3. Tenancy & isolation
Each workspace (tenant) is logically isolated. Agents of one workspace cannot access another workspace's data.
4. AI processing
When AI features are enabled, ticket content may be sent to the configured model provider (e.g. Anthropic or OpenAI) to draft replies or triage. Operators choose the provider and may disable AI.
5. Sub-processors
We use infrastructure, email, telephony, AI and billing providers to deliver the Service. The current list, and a summary of our Data Processing Addendum, is published on our Sub-processors page.
6. Your rights
Depending on your jurisdiction (e.g. GDPR/CCPA) you may access, correct, export or delete your personal data. Workspace operators can action these for their end customers from the admin tools.
7. Retention
Data is retained for as long as your workspace is active and for a limited period afterwards, then deleted or anonymised. Audit records are pruned on a configurable schedule.
8. Cookies
We set only strictly-necessary cookies — a session cookie to keep you signed in and a CSRF token to protect forms. These are essential to operate the Service and carry no advertising or cross-site tracking, so they do not require consent; a notice discloses their use. If you enable optional integrations (e.g. live chat), those providers may set their own cookies under their policies.
9. Security
We apply encryption in transit, encrypted secrets at rest, access controls, audit logging and rate limiting. No system is perfectly secure; report concerns to our security contact.
10. Contact
For privacy questions or data requests, contact your workspace administrator, or flyhelpdesk support.
This document is a template provided with the platform and should be reviewed by your own legal counsel before you rely on it for a production service.