We collect only what's necessary to run the Service. We do not sell your data. We do not use the content of your tickets for advertising, AI training, or any purpose other than providing the Service to you. Your ticket data is yours.
TroubleTrace ("we", "us", "our") operates the TroubleTrace knowledge-management platform for tech support teams. This Privacy Policy describes how we collect, use, and protect personal information when you use our Service.
By using the Service, you agree to the collection and use of information as described in this policy.
When you register for an account, we collect:
The Service allows you to store ticket entries, including descriptions, resolutions, tags, notes, and code snippets. This content is stored to provide the Service to you. We do not analyse, mine, share, or monetise your ticket content.
We may automatically collect certain technical information when you use the Service, including:
We do not use tracking pixels, cross-site behavioural advertising, or sell any usage data to third parties.
We use the information we collect only to:
Advertising targeting, AI model training, sale to third parties, profiling, or any purpose beyond what is listed above.
TroubleTrace is designed to store internal knowledge, not regulated personal data. We strongly advise you not to store information that identifies specific customers, patients, or other individuals — especially regulated categories such as health records, financial data, or government identification numbers.
We are not a data processor under GDPR or CCPA for the personal data of your customers. If you choose to store such data, you do so at your own risk and in breach of our Terms of Service. We accept no liability for your handling of third-party personal data within the Service.
The Service allows you to sign in using Google Sign-In and/or Continue with GitHub instead of creating a password. When you use one of these options, you are authenticated directly with that provider, and we never see or store your password for that provider.
Our use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements. We do not use data obtained through Google Sign-In for advertising, and we do not transfer it to third parties except as necessary to provide and secure the Service or as required by law.
You can revoke TroubleTrace's access to your Google or GitHub account at any time from your Google Account permissions or GitHub authorised applications settings, respectively. Revoking access does not automatically delete your TroubleTrace account or data — contact us separately to request account deletion.
If you use optional AI features (Claude, ChatGPT via MCP), the content you submit to those features is sent to the respective AI provider's API. Their privacy policies govern that data. We strongly recommend you do not submit personally identifiable information or confidential data to AI features. We have no control over how third-party AI providers process submitted content.
Integrations with platforms such as Plain or Zendesk require you to authenticate with those platforms. Data imported from them is stored in your TroubleTrace account and governed by this policy from that point forward. The collection and processing done by those platforms before import is governed by their own policies.
The Service is hosted on infrastructure provided by third-party cloud providers. Data is processed in data centres in accordance with those providers' security standards. By using the Service, you acknowledge that data may be stored in locations outside your country of residence.
We retain your account information and User Content for as long as your account is active. If you delete your account, we will delete your personal information and associated ticket data within a reasonable timeframe, subject to any legal obligations to retain records.
Anonymised or aggregated technical logs may be retained longer for reliability and security purposes.
We implement reasonable technical and organisational measures to protect your data, including encrypted transmission (HTTPS), hashed passwords, and access controls. However, no method of transmission over the internet or electronic storage is completely secure. We cannot guarantee absolute security.
You are responsible for maintaining the confidentiality of your login credentials and for any access to your account.
Depending on your jurisdiction, you may have the right to:
To exercise any of these rights, contact us through the details provided in the app. We will respond within a reasonable timeframe.
The Service uses session cookies to keep you logged in and to maintain state across page loads. We do not use cookies for advertising, tracking across third-party sites, or analytics beyond basic error monitoring.
The Service is not directed at or intended for use by children under the age of 16. We do not knowingly collect personal data from anyone under 16. If you believe we have inadvertently collected such data, contact us so we can delete it promptly.
We may update this Privacy Policy from time to time. We will notify you of material changes by updating the "Last updated" date at the top of this page. Continued use of the Service after changes constitutes acceptance of the revised policy.
If you have questions or concerns about this Privacy Policy or the handling of your data, please contact us through the information available within the app.