Privacy Policy

SupportStudioCore
Last updated: September 27, 2026

What This Service Is

This is an internal IT help desk used by SupportStudioCore's employees to submit and manage IT support requests. It runs on SupportStudioCore.

Information We Collect

When you use this service, we collect:

• Account information: Name, email address, and, if provided, phone number and location. This comes from your organization's identity provider (Microsoft Entra ID or Google Workspace) or is entered by an administrator.
• Ticket content: The subject, description, comments, and file attachments you submit as part of a support request.
• Device information: Asset tags, serial numbers, or other device identifiers you provide when reporting hardware issues.

How We Use Your Information

Your information is used solely for:

• Creating, routing, and resolving IT support requests
• Sending you notifications about your tickets
• Tracking devices and repairs
• Generating aggregate reports on IT support operations (e.g., tickets per location, response times)

Information Sharing

We do not sell, rent, or trade any data, and we do not use your information for marketing purposes.

Your data is accessible only to:

• You (your own tickets and profile)
• SupportStudioCore's IT support staff and administrators
• The service providers below, only as needed to operate the system

Service Providers

Depending on which integrations your organization has enabled, this system may use:

• Microsoft Entra ID / Microsoft 365: Single sign-on and ticket-mailbox email via Microsoft Graph
• Google Workspace: Single sign-on and Gmail-based ticket intake
• Cloudflare: Edge network, DDoS protection, and encrypted file and backup storage (R2)
• SSDNodes: The US-based datacenter (Atlanta, Georgia) where the application servers run
• Postmark: Platform email such as sign-in links and account notifications
• AI providers (OpenAI, Google Gemini, Azure OpenAI): Optional AI features. Off unless your organization turns them on with its own account.

Each provider processes only the data necessary for its function.

Data Retention and Deletion

Support ticket data is retained for as long as your organization needs it for operational purposes. Closed tickets are kept for historical reference and reporting.

How to request deletion. Deletion requests are handled by your organization. Contact your IT support team, which decides on the request and instructs us.

What removal does. We remove the details that identify you (your name, email address, phone number, and any stored summaries the system generated about you) and deactivate the account. The tickets and work history themselves remain as your organization's operational records, with your identity removed. Names typed into free-form text, such as a ticket description, are reviewed individually by your organization.

If your account is created automatically from your organization's directory, it must also be removed there, or the next synchronization will recreate it.

Data Security

All data is transmitted over encrypted connections (HTTPS). The application uses server-side sessions, role-based access control, and per-organization data isolation. Integration credentials (API keys, OAuth secrets) and backups are encrypted at rest.

Contact

For questions about this privacy policy or to request data deletion, contact your organization's IT support team.