Privacy Policy

Overview

Tesarax Support System is used to manage machine support requests, machine logs, service reports, acknowledgements, technician work, attachments, and related service notifications. This policy explains what information may be collected and how it is used.

Information We Collect

• Requester or user information such as name, phone number, and email address.
• Customer, machine, location, serial number, service reminder, and maintenance information.
• Support ticket details, comments, issue descriptions, service reports, machine logs, and acknowledgement records.
• Uploaded files such as photos, documents, manuals, and service attachments.
• Drawn signatures submitted for service or machine log acknowledgement.
• System records such as audit logs, notification logs, webhook delivery status, IP address, and browser/user agent where applicable.

How We Use Information

• To receive, process, assign, and resolve support tickets.
• To keep machine service, maintenance, replacement, inspection, upgrade, and repair history.
• To prepare technician service reports and collect user acknowledgements.
• To notify requesters, customer contacts, technicians, or administrators about support activities.
• To maintain system security, audit changes, troubleshoot issues, and improve service operations.

WhatsApp Notifications

If a phone number is provided, it may be used to send support-related WhatsApp notifications, including ticket updates, service report notices, machine log notices, and delivery status tracking. WhatsApp messages are sent through Meta WhatsApp services, and delivery callbacks may be stored for troubleshooting.

Sharing And Access

Information is used for machine support and service operations. Access may be provided to authorized administrators, supervisors, technicians, and customer users who need the information to submit requests, perform service work, review machine history, or acknowledge completed service. Information is not sold.

Retention

Records may be retained for service history, warranty, billing, compliance, dispute handling, and machine maintenance reference. Deletion or correction requests can be submitted using the contact details below, subject to legal, contractual, and operational requirements.

Security

Reasonable administrative and technical safeguards are used to protect support records, including account access controls, audit records, and controlled access to uploaded files. No system can guarantee absolute security, but access should be limited to authorized users and service purposes.

Contact

For privacy questions, correction requests, or deletion requests, contact the Tesarax support administrator.