Privacy Policy

1. Your organization and your account

Issues Cloud is used by organizations to monitor applications and manage incidents. Your organization provides and manages your account, decides which systems report incidents, and controls access to its company information. Contact your organization’s administrator for questions about its use of your information.

2. Information handled by the service

• Account information: your name, email address, user and company identifiers, company details, sign-in credentials, and account status.
• Incident information: application and module names, platform, error descriptions, incident types, reporting dates, authors, resolution status, closing comments, and the user who closes an incident. Incident content may contain personal information supplied by your organization.
• Notification information: device registration tokens, device platform, system and module subscriptions, notification content, and delivery status.
• Monitoring information: configured device names and IP addresses, reachability failures, and related incident reports submitted by connected monitoring tools.
• Enquiries: the email address and message you submit through our website’s contact form.
• Technical information: connection details and operational logs associated with authentication, requests, errors, and notification delivery.

Include only information needed to investigate an incident. Do not submit passwords, access tokens, or unnecessary personal information in descriptions or comments.

3. How information is used

Information is used to authenticate users, display company incidents, calculate dashboard summaries, route notifications, record resolutions, respond to enquiries, and operate and troubleshoot the service. Your account and company association determine which incident information you can access.

4. Sharing and service providers

Account and incident information is available to authorized users and administrators within your organization according to their access. Hosting, database, and notification providers process information to deliver the service. Information may also be disclosed when required by applicable law.

Mobile push notifications use Google Firebase Cloud Messaging and, on Apple devices, Apple Push Notification service. Device identifiers and notification content are processed to deliver alerts. Notification previews may appear on your lock screen depending on your device settings.

If your organization enables AI-generated solutions, incident details—including the system, module, platform, type, and description—are sent to the OpenAI API to generate troubleshooting suggestions. The resulting suggestion is stored with the incident. Personal information included in an incident description may therefore be processed by that provider.

These providers may process information outside your country. See Firebase’s privacy information, Apple’s Privacy Policy, and OpenAI’s Privacy Policy for their respective practices.

5. Cookies and device storage

The web console uses an authentication cookie to keep you signed in and security tokens to protect requests. Browser storage also holds company navigation information. The mobile app stores your sign-in token and display name using platform secure storage. Signing out of the app removes these locally stored session values; it does not delete your server account or incident history.

6. Retention and security

Account, incident, notification, and enquiry information is stored to support the service and your organization’s operational records. Retention depends on the information, the organization’s configuration and requirements, and applicable legal obligations. Closing an incident does not delete its record. Contact your administrator or use the contact route below to ask about retention or request deletion.

The service uses authenticated access and company access controls. No method of storage or transmission can be guaranteed completely secure.

7. Your choices and privacy requests

You can manage notification permission and lock-screen previews in your device settings. Disabling notifications stops device alerts but does not delete your account. You can sign out to remove your mobile session.

To request access, correction, deletion, or to raise a privacy concern, contact your organization’s administrator. You can also use the Issues Cloud contact form with the subject “Privacy request” in your message. Include your account email and company name so we can identify the relevant organization; do not include your password. Requests may require verification and coordination with your organization. Available rights depend on applicable law, and some records may need to be retained.

8. Children

Issues Cloud is intended for organizational and professional use and is not directed at children. If you believe a child has provided personal information, contact us using the route below.

9. Changes to this policy

Updates to this policy will be published on this page with a revised date. Review this page for the current explanation of how information is handled.

10. Contact

For questions about this policy or the service’s handling of information, use our contact form. For company-specific account and incident requests, your organization’s administrator is the first point of contact.