This policy explains how Proctel Consulting Services (“Proctel”, “we”, “us”) handles personal data in ProDesk, our helpdesk software, and on this website.
Who we are
ProDesk is provided by Proctel Consulting Services. For any question about this policy or your data, email contactus@proctelnow.com.
Our role
When a company uses ProDesk to support its own customers, that company (our “customer”) decides what goes into its desk and why. For that data our customer is the controller, and we process it only on our customer's instructions, as a processor.
For the account details of people who use ProDesk, and for enquiries sent through this website, we are the controller.
If you contacted a company that uses ProDesk and want to know what it holds about you, contact that company. We will help it answer you.
Data we process
- Account data: names, work email addresses, roles, display names, email signatures and sign-in records of agents and admins, and the names and email addresses of customers who sign in to a help center.
- Ticket content: subjects, messages, internal notes, attachments, ticket fields, tags, satisfaction ratings and comments, and the history of changes to each ticket.
- Emails: messages sent to a desk's support address, received through the inbound provider our customer chooses (Postmark, Mailgun or SendGrid), and replies sent through our customer's own SMTP server, including addresses, headers and attachments.
- Contact records: people and organizations our customers add to their desk, such as phone numbers, time zones and notes.
- Help center data: articles, searches and article feedback.
- Technical data: IP addresses, browser details and logs that we need to run, secure and fix the service.
- Website enquiries: the name, work email, company, team size and message you send through the “Talk to sales” form.
How we use it
- To provide, maintain and secure ProDesk, including receiving and sending email for each desk.
- To help our customers when they ask for support.
- To send service messages, such as sign-in emails, invitations and notices about changes to the service.
- To answer sales enquiries and prepare quotes.
- To meet legal obligations, such as keeping invoices.
We do not sell personal data, and we do not use ticket content or emails for advertising. Proctel staff access a desk's data only when our customer asks for help, to keep the service secure, or when the law requires it.
Legal bases
Where the law requires a legal basis, such as under the GDPR or the UK GDPR, we rely on our contract with our customer, our legitimate interest in running and securing the service and answering enquiries, our legal obligations, and your consent where we ask for it.
Where other data protection laws apply, such as India's Digital Personal Data Protection Act 2023 or the personal data protection laws of the UAE and Saudi Arabia, we handle personal data in line with them.
Where data is stored
ProDesk runs on Supabase, which provides the database, sign-in and file storage. The application and its API are served by Vercel. Every database table uses row-level security, so each desk can read only its own data. Attachments are kept in private storage and opened through links that expire after a short time.
Data may be processed outside the country you live in. Where the law requires it, we use safeguards such as standard contractual clauses.
Service providers
We use these providers to run ProDesk:
- Supabase: database, sign-in and file storage.
- Vercel: application hosting and API functions.
- The inbound email provider our customer connects: Postmark, Mailgun or SendGrid.
- The SMTP server our customer connects for outgoing replies.
Our customers choose and contract the email providers themselves. We will tell our customers before we add a provider that processes their desk's data.
Customers own their data
Our customers own the data in their desks. We claim no rights to it beyond what we need to provide the service.
How long we keep data
We keep a desk's data while our customer's account is active. After an account is closed, we delete the desk's data within 30 days, and copies in backups are removed as those backups expire.
We keep website enquiries for as long as we need to answer and follow up on them, and no longer than two years.
Export and deletion
Customers can ask for a full export of their desk at any time, including tickets, comments, contacts, organizations, articles and attachments, by emailing contactus@proctelnow.com from an admin's address. We provide it in a common machine-readable format. Customers can also ask us to delete their data.
Security
Data is encrypted in transit and at rest. Access to each desk is controlled by row-level security in the database, and changes to tickets go through checked database functions. Proctel staff access is limited to the people who need it.
No system is completely secure. If a breach affects a customer's data, we will tell that customer without undue delay.
Your rights
Depending on where you live, you may have the right to access, correct or delete your personal data, to restrict or object to how we use it, to receive a copy of it, and to withdraw consent. You can also complain to your data protection authority.
If your data is held in a desk run by one of our customers, send your request to that company and we will help it respond. For anything else, email contactus@proctelnow.com.
Cookies and browser storage
This website does not use advertising or tracking cookies. The ProDesk app and help centers use browser storage to keep you signed in and to remember settings such as the light or dark theme. These are needed for the service to work.
Children
ProDesk is a service for businesses. We do not knowingly collect personal data from children for our own purposes.
Changes to this policy
We will post changes on this page and update the date at the top. If a change is significant, we will email our customers before it takes effect.
Contact
Proctel Consulting Services, contactus@proctelnow.com.