Privacy Policy

Digital Nexus ("we", "us") makes Supportacus Flex, a cloud request management service (the "Service"), and runs this website (the "Website"). This policy explains what personal information we collect, why, who we share it with, and the choices you have. If you use the Service on behalf of an organization, "you" also means that organization.

Questions about this policy: [email protected].

Two different roles

• The Website. When you browse this site or send us a request, we decide what information to collect and how to use it.
• The Service. When your organization uses Supportacus Flex, your organization decides what goes into it (tickets, contacts, files and so on). We process that content on your organization's behalf and only to provide the Service. If you are a user of an organization's Supportacus Flex account, contact that organization first about your information; we will help them respond.

What we collect on the Website

Request and contact forms. When you request an account or send us a message we receive the topic, your organization's name and type, your name, work email, phone number (if you give one), the number of agent seats you expect and your message. We also record the IP address and browser description your request came from, to prevent abuse and to limit repeated submissions.

Security check. The forms use Cloudflare Turnstile to tell people from automated bots. Turnstile processes your IP address and technical information about your browser on our behalf. See Cloudflare's privacy policy at https://www.cloudflare.com/privacypolicy/.

What we do not do. The Website has no analytics, advertising or tracking tools, does not set cookies, and loads its fonts from our own servers. If you switch between light and dark mode, that choice is stored in your browser's local storage on your device and is never sent to us.

Server logs. Like any website, our hosting provider records technical request information (such as IP address, time and page requested) to operate and secure the service.

What we collect in the Service

Account information. Names, email addresses, phone numbers, job titles, department (unit) and role information for each user your organization sets up, and the organization's billing contact details.

Your organization's content. Everything users enter or upload: requests and tickets, notes, tasks, files, contacts, assets, projects, knowledge base articles and similar records.

Usage and security records. Sign-in history (date, time, IP address and browser), failed sign-in attempts, and an audit log of changes made in the Service. These help your administrators and us keep accounts secure.

Cookies. The Service uses cookies that are needed for it to work: to keep you signed in, to protect forms against forgery, and to remember display preferences such as your color theme. It does not use advertising or third-party tracking cookies.

Payment information. Subscriptions are invoiced. We do not collect or store credit card numbers.

How we use information

• To review account requests, set up organizations and reply to your messages.
• To provide, secure and support the Service, including sending the email notifications the Service generates (for example ticket updates and password resets).
• To bill for subscriptions and keep business records.
• To detect and prevent abuse, fraud and security incidents.
• To comply with the law.

We do not sell personal information, and we do not share it for targeted advertising. We do not send you marketing email without your consent; service, billing and security notices are part of the Service.

Support access

To resolve a problem you or your organization report, authorized Digital Nexus staff can sign in to the Service as one of your organization's users. Each such sign-in uses a single-use link that expires within minutes, is limited to Digital Nexus staff accounts, and is recorded in your organization's sign-in history with the staff member's name.

AI suggestions

AI suggestions are optional and are off unless your organization turns them on. They work only with an API key from your organization's own account with the AI provider. An organization administrator enters that key in the Service's settings and can remove it at any time. We do not use an AI account of our own for your content.

While a key is saved and a user asks for a suggestion, the Service sends the provider the ticket subject, the start of the ticket description, the unit name, and the categories or knowledge base article excerpts to choose from. The Service does not add names, email addresses or ticket numbers, but the text is sent as people wrote it. The provider returns only a score for each choice. It handles this information under your organization's agreement with it. Without a key, nothing is sent.

Who we share information with

We share personal information only with service providers that help us run the Website and the Service, under contracts that limit their use of it to providing their service to us:

We may also disclose information when we believe in good faith it is required by law or legal process, to protect the rights, property or safety of our customers, users, staff or the public, or as part of a merger, acquisition or sale of all or part of our business, in which case this policy continues to apply to the information transferred.

How long we keep information

• Website requests are kept while we handle them and as business records afterwards. You can ask us to delete yours at any time.
• Account information and your organization's content are kept for as long as your organization has a subscription. After a subscription ends, we delete your organization's content within 90 days, except where the law requires us to keep it. Your organization should export or request a copy of anything it needs before the subscription ends.
• Security records such as sign-in history are kept for as long as they are needed to protect accounts and investigate incidents.

How we protect information

All traffic to the Website and the Service uses HTTPS. Each organization's data is kept separate, and inside an organization each user sees only the departments (units) they belong to. Passwords are stored only as one-way hashes. Access to production systems is limited to authorized Digital Nexus staff. No method of transmission or storage is completely secure, so we cannot guarantee absolute security.

Your choices and rights

You can ask us to tell you what personal information we hold about you, to correct it, to delete it, or to stop using it for a particular purpose, by emailing [email protected]. We will respond within 30 days. If your information is part of an organization's Service account, we may need to refer your request to that organization. We will not treat you differently for making a request.

Depending on where you live, you may have additional rights under local law, including the right to complain to a data protection authority.

Children

The Website and the Service are meant for businesses and public bodies and are not directed to anyone under 18. We do not knowingly collect information from children.

International users

The Website and the Service are run from the United States. If you use them from another country, your information will be transferred to and processed in the United States.

Links to other sites

The Website and the Service, and content in them from us or from others, may contain links to sites and resources that third parties control. We are not responsible for the privacy practices or the content of those sites and resources. Read their privacy statements before you give them information.

Changes to this policy

We may update this policy. We will post the new version here with a new effective date, and for significant changes we will notify customers by email before they take effect.

Contact

Digital Nexus, 27472 Portola Parkway, Suite 205-337, Foothill Ranch, CA 92610, USA [email protected]