Privacy Policy
Last updated: 2025
1. Introduction
ResolvedIQ ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our support ticket management service.
Your Rights
You have the right to know what personal data we collect, how we use it, and to control how your information is handled. This policy provides complete transparency about our data practices.
2. Information We Collect
2.1 Information You Provide
We collect information that you provide directly to us, including:
- Account Information: Name, email address, password, and role
- Support Tickets: Subject, description, contact details, and attachments
- Communications: Messages, responses, and feedback you send to us
- Profile Data: Any additional information you choose to provide
2.2 Information We Collect Automatically
When you use our Service, we automatically collect certain information:
- Usage Data: Pages visited, features used, time spent, and click patterns
- Device Information: IP address, browser type, operating system, and device identifiers
- Cookies: Session data, preferences, and analytics information
- Log Data: Access times, error logs, and performance metrics
2.3 Information from Third Parties
We may receive information from:
- Asset management systems (device specifications, software licenses)
- Authentication providers (if using single sign-on)
- Integration partners (with your consent)
3. How We Use Your Information
We use the collected information for the following purposes:
Service Operation
- Process and respond to support tickets
- Route tickets to appropriate departments
- Generate AI-powered responses
- Track SLA compliance
- Maintain knowledge base
Analytics & Improvement
- Analyze service performance
- Identify content gaps
- Improve AI response quality
- Generate usage reports
- Enhance user experience
4. Legal Basis for Processing (GDPR)
Under the General Data Protection Regulation (GDPR), we process your personal data based on:
| Purpose | Legal Basis |
|---|---|
| Providing support services | Contract performance |
| Account management | Contract performance |
| Service improvement | Legitimate interest |
| Analytics and reporting | Legitimate interest |
| Marketing communications | Consent |
5. Information Sharing and Disclosure
5.1 We Do Not Sell Your Data
We never sell, trade, or rent your personal information to third parties.
5.2 When We May Share Information
We may share your information only in these limited circumstances:
- With Your Consent: When you explicitly agree to sharing
- Service Providers: Trusted vendors who assist in service delivery
- Legal Requirements: When required by law or legal process
- Business Transfers: In connection with mergers or acquisitions
- Safety and Security: To protect our users and prevent fraud
6. Data Security
We implement comprehensive security measures to protect your information:
Encryption
Data encrypted in transit and at rest using industry-standard protocols
Access Control
Role-based access with multi-factor authentication and regular audits
Infrastructure
Secure hosting with regular backups and monitoring
7. Data Retention
We retain your information for as long as necessary to provide our services:
| Data Type | Retention Period | Purpose |
|---|---|---|
| Account Information | While account is active + 1 year | Service provision and compliance |
| Support Tickets | 3 years from closure | Reference and improvement |
| Usage Analytics | 2 years | Service optimization |
| Log Data | 1 year | Security and troubleshooting |
8. Your Rights and Choices
You have several rights regarding your personal information:
Right to Access
Request a copy of your personal data we hold
Right to Rectification
Correct inaccurate or incomplete information
Right to Erasure
Request deletion of your personal data
Right to Restrict Processing
Limit how we process your information
Right to Data Portability
Receive your data in a portable format
Right to Object
Object to processing for marketing purposes
Exercise Your Rights
To exercise any of these rights, please submit a support ticket or contact our privacy team.
9. Cookies and Tracking
We use cookies and similar tracking technologies to enhance your experience:
Essential Cookies
Required for basic functionality and security
Analytics Cookies
Help us understand usage patterns and improve our service
Preference Cookies
Remember your settings and personalize your experience
You can control cookie preferences through our cookie banner or browser settings.
10. International Data Transfers
If you are located outside our primary jurisdiction, your information may be transferred to and processed in countries with different data protection laws. We ensure appropriate safeguards are in place for any international transfers.
11. Children's Privacy
Our Service is not intended for children under 13 years of age. We do not knowingly collect personal information from children under 13. If you are a parent or guardian and believe your child has provided us with personal information, please contact us.
12. Changes to This Privacy Policy
We may update this Privacy Policy from time to time. We will notify you of any changes by:
- Posting the new Privacy Policy on this page
- Updating the "Last updated" date
- Sending email notifications for material changes
- Displaying prominent notices in the Service
13. Contact Us
If you have any questions about this Privacy Policy or our data practices, please contact us:
ResolvedIQ
Privacy Team: privacy@resolvediq.com
Support: support@resolvediq.com
Website: https://www.resolvediq.com/
Support Portal: Submit a Ticket
Your Privacy Matters
We are committed to protecting your privacy and being transparent about our data practices. If you have any concerns or questions, please don't hesitate to reach out to us.