Legal

Privacy Policy

Last updated: July 28, 2026

1. Who we are

TVM HelpDesk (the “Service”) is operated by Technical Ventures & Management. This policy explains what we collect when you raise a ticket, what we do with it, and how to reach us with questions.

2. What we collect

  • Identification data: the name, email and mobile number you provide on the ticket form, plus the asset tag of the device you scan.
  • Ticket content: the description, attachments, and comments you submit. These are stored as part of the ticket record.
  • Technical data: your IP address, browser user-agent, timestamps, and the asset tag of the device involved.
  • Email content: if you reach us at the support address, the full email body and headers are stored and linked to the ticket.

3. Why we collect it

  • To verify it’s you (via OTP) before we accept the ticket.
  • To route the ticket to the right technician and contact you with updates.
  • To meet our SLA commitments and produce service reports.
  • To investigate abuse, bounces, and security incidents.

4. Who sees your data

Authorized technicians, dispatchers, and the duty manager handling your ticket can see its content. Designated client administrators in your organization can see tickets raised by their users.

We don’t sell personal data, share it with advertisers, or use it for training AI models. The only third-party processors we use are:

  • Email transit (Amazon SES, Microsoft 365)
  • Infrastructure hosting (HostGator), DNS & CDN (Cloudflare)

5. How long we keep it

Ticket records and their attachments are retained for 36 months after the ticket is closed, to support audits and warranty claims. Tracking-link tokens expire after 180 days. Anonymized aggregate metrics (counts, response times) may be retained indefinitely.

6. Your rights

You can ask us to:

  • show you the data we hold about you,
  • correct anything inaccurate,
  • delete ticket records older than the retention period,
  • port a copy of your ticket history to you.

Send the request from the email address on the ticket to [email protected] — we will respond within 30 days.

7. Security

Passwords are hashed with bcrypt. OTPs are stored as SHA-256 hashes and expire in 5 minutes. The tracking links sent to anonymous submitters embed a 132-bit token that is also hashed at rest. All traffic to the helpdesk is served over HTTPS with HSTS enabled.

8. Cookies

We set one session cookie (TVM_HELPDESK_SESSION) scoped to the helpdesk domain for authentication and CSRF protection. We do not run third-party analytics or advertising cookies.

9. Changes to this policy

If we update this policy in a material way, we will email registered admins and show a banner on this page for 30 days.

10. Contact

Questions? Email [email protected] or call +91-120-5109167.

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