Privacy Notice

1. Who we are

Ticketresolve is a ticketing and SLA tracking service provided by muo nnamdi hilary, trading as Ticketresolve. We act as the data controller for personal data processed through our website and application, and we decide the purposes and means of that processing. Questions about this notice can be sent to privacy@ticketresolve.app.

2. Personal data we collect and why

• Account data (name, work email, login credentials, job title, department) — to create and secure your account and provide the service. Legal basis: performance of our contract with you.
• Ticket and support content (subjects, descriptions, comments, attachments, requester name and email submitted through public forms) — to deliver the ticketing, tracking and SLA features you request. Legal basis: performance of contract; legitimate interests where the requester is your customer.
• Usage and telemetry data (pages viewed, feature events, timestamps, device and browser identifiers, IP address) — to keep the service reliable, prevent fraud and abuse, and improve the product. Legal basis: legitimate interests.
• Audit and security records (who changed what and when, sign-in events) — to meet our and your accountability and security obligations. Legal basis: legitimate interests and legal obligation.
• Communications (support messages, notification preferences) — to answer you and send service or SLA notifications you have enabled. Legal basis: performance of contract; consent for marketing messages.

Payment card details are never collected or stored by us; payment data is handled by our Merchant of Record, Paddle.

3. Who we share data with

• Service providers and subprocessors — hosting, database, email delivery, analytics and support tooling, acting on our instructions under contract.
• Paddle.com — our reseller and Merchant of Record, for the sale of the product, subscription management, payments, invoicing and tax compliance.
• Professional advisers — legal, accounting and audit advisers where necessary.
• Authorities — where we are required to disclose by law or to protect legal rights.

We do not sell personal data.

4. International transfers

Our providers may process data outside your country, including outside the UK and EEA. Where that happens we rely on appropriate safeguards such as adequacy decisions or Standard Contractual Clauses, and we require providers to apply equivalent protection.

5. Retention

We keep account and ticket data for as long as your account is active, and afterwards only as long as needed for the purposes above — typically up to 12 months after closure, or longer where audit, tax or legal requirements apply. Audit logs and SLA event records are append-only and retained for accountability. When data is no longer needed it is deleted or anonymised.

6. Your rights

Subject to applicable law, you may request access to your personal data, correction of inaccurate data, erasure, restriction of processing, portability, and you may object to processing based on legitimate interests or withdraw consent at any time. Where the UK GDPR or EU GDPR applies you may also complain to your supervisory authority. Email privacy@ticketresolve.app and we will respond within one month.

7. Security

We apply appropriate technical and organisational measures, including encryption in transit, row-level database access controls, role-based permissions, least-privilege service credentials and audit logging. No system is completely secure, so please tell us immediately if you suspect a problem with your account.

8. Cookies

We use strictly necessary cookies and similar storage to keep you signed in and to protect the service; these cannot be switched off without breaking core functionality. Where we use analytics cookies to understand aggregate product usage, we do so on the basis of your consent or legitimate interests as permitted locally. You can clear or block cookies in your browser settings at any time.

9. Changes

We may update this notice as the service evolves. Material changes will be communicated in the application or by email before they take effect.