Privacy policy

Who we are

Resolved is a customer support service operated by HRX360 LTD ("we", "us"). Our contact for anything in this policy is hello@get-resolved.com.

Two kinds of people use Resolved

Workspace customers: the companies that sign up for Resolved and their team members. For them we are the data controller of account and billing information.

End clients: the people who raise support requests with a workspace customer, by email, web form or portal. For their data we act as a processor on behalf of the workspace customer, who decides what is collected and how long it is kept.

What we collect

• Account data: name, work email, password (stored only as a hash), workspace name, role.
• Billing data: handled by Stripe. We store your Stripe customer and subscription identifiers, never your card number.
• Support content: tickets, messages, attachments, contact names and email addresses, and mailbox content that a workspace connects for email to ticket. Mailbox credentials are encrypted at rest.
• Technical data: IP address, browser type and timestamps in server logs, used for security and to keep the service running. We do not use advertising trackers.

How we use it

• To provide the service: creating tickets, sending notifications, showing the portal.
• To send transactional email: confirmations, replies, invitations, password resets, billing notices. We do not send marketing email without consent.
• To keep the service secure: rate limiting, spam filtering, fraud prevention.
• To assess ticket priority and draft tickets from chat. Content is processed for that purpose only and is not used to train models.

Who we share it with

Only the providers needed to run the service: Amazon Web Services for hosting and email delivery, and Stripe for payments. Each is bound by its own data processing terms. We do not sell personal data.

Where it lives and how long

Data is hosted on Amazon Web Services in London, United Kingdom, and backed up nightly. Workspace data is kept for as long as the workspace is active and deleted within 30 days of a confirmed account closure. Backups roll off within a further 30 days. Server logs are kept for 90 days.

Your rights

You can access, correct or export your data from within your workspace. To delete your account, or to exercise rights under UK or EU data protection law or similar laws elsewhere, email us. End clients should contact the workspace customer they deal with; we will assist that customer in responding.

Cookies

The application uses strictly necessary cookies to keep you signed in. This website uses none beyond what the browser needs to load fonts.

Changes

If this policy changes in a way that matters, we will notify workspace owners by email before the change takes effect.