Privacy Policy for Tickit Pulse – Smart Issue Tracking Solution

Effective Date: July 1, 2025

This Privacy Policy describes how Cyber Concepts (Pvt) Ltd ("we," "us," or "our") collects, uses, and shares your information when you use the Tickit Pulse – Smart Issue Tracking Solution (the "Service"), including its web and mobile applications.

We are committed to protecting your privacy and handling your data transparently and securely. By using the Service, you agree to the collection and use of information in accordance with this Privacy Policy.

Information We Collect

We collect various types of information to provide and improve our Service to you.

A. Information You Provide Directly:

• Account Information: When you create an account, we collect information such as your name, email address, company name, and contact details.
• User Content: Information you submit through the Service, including:
  • Ticket Details: Descriptions of issues, attachments (documents, images), comments, and resolution notes.
  • Communication Data: Messages, chat logs, and other communications within the platform.
• Billing Information: If you subscribe to a paid plan, we collect payment details (e.g., credit card information, billing address) which are processed by our third-party payment processors. We do not directly store your full payment card details.
• Support Inquiries: Information you provide when contacting our local technical support team.

B. Information Collected Automatically:

• Usage Data: We collect information about how you access and use the Service, such as:
  • Features used, actions taken, time spent on the Service.
  • Interaction with specific modules and functions.
• Device Information: Information about the device you use to access the Service, including:
  • Device type, operating system, unique device identifiers.
  • Browser type and version.
  • Mobile network information.
• Log Data: When you access the Service, our servers automatically record information, including:
  • IP address.
  • Access times and dates.
  • Pages viewed, referring/exit pages.
• Analytics Data: We use third-party analytics tools (e.g., Google Analytics for Firebase for mobile, Google Analytics for web) to collect data about user behavior and trends to improve the Service. This data is typically aggregated and anonymized.

How We Use Your Information

We use the collected information for various purposes, primarily to provide, maintain, and improve the Tickit Pulse Service.

To Provide and Maintain the Service:

• To register your account and manage your access to the Service.
• To enable you to create, manage, and resolve issues/tickets.
• To facilitate team collaboration and communication within the platform.
• To process payments and manage your subscriptions.

To Improve and Personalize the Service:

• To understand how users interact with the Service and identify areas for improvement.
• To develop new features and functionalities.
• To customize your experience based on your usage patterns.

For Communication:

• To send you service-related notifications, updates, and announcements.
• To respond to your inquiries and provide technical support.

For Security and Compliance:

• To ensure the security and integrity of our systems and data.
• To detect and prevent fraud and other malicious activities.
• To comply with legal obligations and enforce our terms and conditions.

For Analytics and Trend Analysis:

To analyze usage patterns and identify trends in customer support issues to help businesses improve their products and services. This analysis is typically performed on aggregated and anonymized data.

How We Share Your Information

We do not sell your personal data. We may share your information with the following categories of recipients:

• Within Your Organization: Information submitted to Tickit Pulse is accessible to authorized users within your company's instance of the Service for the purpose of managing and resolving issues.
• Service Providers: We engage third-party companies and individuals to facilitate our Service ("Service Providers") to perform Service-related services or assist us in analyzing how our Service is used. These third parties have access to your Personal Data only to perform these tasks on our behalf and are obligated not to disclose or use it for any other purpose. Examples include:
  • Cloud hosting providers (for dedicated storage per client).
  • Payment processors.
  • Analytics providers.
• Local Technical Support: Our Sri Lanka-based technical support team will have access to your data only as necessary to provide setup, maintenance, and troubleshooting assistance.
• Legal Requirements: We may disclose your information if required to do so by law or in response to valid requests by public authorities (e.g., a court order or government agency request).
• Business Transfers: In the event of a merger, acquisition, or sale of all or a portion of our assets, your information may be transferred as part of that transaction. We will notify you via email and/or a prominent notice on our Service of any such change in ownership or control of your personal data.

Dedicated Storage for Every Client

As stated in our service description, Tickit Pulse provides dedicated databases for each client. This ensures:

• Complete Data Isolation and Privacy: Your data is not commingled with data from other clients, significantly enhancing privacy.
• Custom Configurations without Cross-Client Impact: Changes or issues in one client's database do not affect others.
• Improved System Performance: Dedicated resources contribute to optimal performance for each client.
• Simplified Compliance and Governance: Facilitates adherence to specific data governance and compliance requirements.

Data Security

We implement robust technical and organizational measures to protect your personal data from unauthorized access, alteration, disclosure, or destruction. These measures include:

• Encryption: Data is encrypted both in transit (using HTTPS/SSL) and at rest.
• Access Controls: Strict access controls and authentication mechanisms are in place to limit data access to authorized personnel only.
• Regular Security Audits: We conduct regular security assessments and vulnerability scans to identify and address potential weaknesses.
• Employee Training: Our employees are trained on data privacy and security best practices.

Despite our efforts, no method of transmission over the Internet or method of electronic storage is 100% secure. Therefore, we cannot guarantee its absolute security.

Data Retention

We retain your personal data only for as long as necessary to fulfill the purposes for which it was collected, including for the purposes of satisfying any legal, accounting, or reporting requirements.

The retention period for specific types of data may vary based on:

• The nature of the data and the purpose for which it was collected.
• Legal and regulatory obligations.
• Contractual agreements.

When your data is no longer required, we will securely delete or anonymize it.

Your Data Protection Rights

Depending on your location and applicable laws, you may have the following rights regarding your personal data:

• Right to Access: You have the right to request copies of your personal data that we hold.
• Right to Rectification: You have the right to request that we correct any information you believe is inaccurate or complete information you believe is incomplete.
• Right to Erasure (Right to be Forgotten): You have the right to request that we erase your personal data under certain conditions.
• Right to Restrict Processing: You have the right to request that we restrict the processing of your personal data under certain conditions.
• Right to Object to Processing: You have the right to object to our processing of your personal data under certain conditions.
• Right to Data Portability: You have the right to request that we transfer the data that we have collected to another organization, or directly to you, under certain conditions.
• Right to Withdraw Consent: If we are relying on your consent to process your personal data, you have the right to withdraw that consent at any time.

To exercise any of these rights, please contact us using the details provided in the "Contact Us" section below. We will respond to your request in accordance with applicable laws.

Multi-Language Support

Tickit Pulse offers multi-language support (English and Sinhala) to enhance usability. This feature processes language preferences to display the interface in your chosen language but does not involve the collection or storage of sensitive personal data beyond what is necessary for functional operation.

Shareable Ticket Links

The "Shareable Ticket Links" feature allows external parties (customers or vendors) to submit and track tickets without logging in. When this feature is used, we collect only the information submitted through the ticket form itself, which may include names, email addresses, and the content of the inquiry. This data is handled according to the principles outlined in this Privacy Policy.

Children's Privacy

Our Service is not intended for use by children under the age of 13. We do not knowingly collect personally identifiable information from anyone under the age of 13. If you are a parent or guardian and you are aware that your child has provided us with Personal Data, please contact us. If we become aware that we have collected Personal Data from children without verification of parental consent, we take steps to remove that information from our servers.

Changes to This Privacy Policy

We may update our Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page and updating the "Effective Date" at the top of this Privacy Policy. We may also notify you via email or through a prominent notice on the Service prior to the change becoming effective.

You are advised to review this Privacy Policy periodically for any changes. Changes to this Privacy Policy are effective when they are posted on this page.

Contact Us

Cyber Concepts (Pvt) Ltd.
18, Athapattu Mawatha, Dehiwela, Sri Lanka
Email: [email protected]
Phone: +94 77 237 5571