Last Updated: 25th of July 2025
1. Information We Collect
SendHelp may collect and store the following data to provide its ticketing services:
- Server, Channel, Role, and Member IDs
- Ticket content and status
- Timestamps and button interactions
- Feedback responses and reminders
- IP address if passed from external APIs (e.g. transcript generation forms)
2. How We Use This Data
We use the data to:
- Track and manage tickets
- Generate HTML transcripts and logs
- Send automated reminders and feedback requests
- Display data in the admin web dashboard
We do not sell or share any data with third parties.
3. Data Storage
- Stored securely in MongoDB Atlas and DigitalOcean Spaces
- Access to data is restricted to authorized staff and server-specific admins
- HTTPS is used for all communications
4. Data Retention
- Ticket-related data is retained for 1 year
- Feedback and reminder logs are also stored for 1 year
- Data can be deleted earlier upon request
5. User Control & Deletion Requests
- Server owners may request deletion of all server-specific data
- Users may request deletion of feedback or tickets they submitted
- Contact: contact@pieceofweb.com
6. Policy Updates
We may update this policy. Continuing to use the bot implies acceptance of future updates.