Privacy Notice

SIVO Hub is software that IT teams and IT businesses use to run their own support desk. This notice explains what personal data we hold, why, on what legal basis, for how long, and what you can do about it.

1. Two different roles, and which one applies to you

This matters more than anything else on the page, so it is first.

• Inside a workspace, we are only the processor. The tickets, clients, assets, recorded hours, invoices and files belong to the organisation that subscribes. It decides what goes in, who is invited and who sees what. We hold that data on its instructions and do nothing else with it. The terms governing this are in the Data Processing Agreement. If you are an employee, a colleague or a client of a business that uses SIVO Hub, that organisation is the one responsible for your data. Ask them, and section 7 explains what to do if you ask us instead.
• For running the account, we are the controller. Who signed in and from where, who is invoiced, who writes to support, and whether an email was delivered. That is what the rest of this notice is about.
• We do not do the support. SIVO Hub is software. Requests raised in it are read and answered by your own IT provider or IT department, not by us. If a ticket has gone quiet, we are not the people to chase.

2. Who we are

CHRISTIAN CILIA, SivoHub 101 Triq il-Kannazzata Balzan BZN 1707, Malta, is the controller for the data described in section 3. Full identification details are on the company information page. For anything about your data, write to [email protected].

3. What we hold as controller, why, and on what basis

We do not use any of it for advertising or profiling, we do not sell it, we do not share it with data brokers, and we do not use it to train machine learning models. The public website carries no analytics and no tracking of any kind. See the cookie notice, which is short for that reason.

4. What is inside a workspace

For completeness, because people reading this want to know, a workspace can contain:

• Account details: name, work email address, role and organisation, entered by an administrator or by us when somebody is invited.
• Ticket content: the subject, description, replies, status history, and any manager email address entered on a ticket, which is stored with it and receives a copy of the request.
• The client businesses it supports and their contact details, where the organisation records them.
• The equipment on its asset register, including serial numbers, IP and MAC addresses, and who is holding each item.
• The time recorded against tickets and the rates it charges, and the invoices built from that time. A person’s name appears wherever they raised the ticket, hold the equipment or did the work.
• Files attached to a ticket or an asset, kept with the record they belong to and scanned for malware before they can be downloaded.
• The audit log of significant actions, with the acting account, the IP address and the browser identifier.

Annex 1 of the Data Processing Agreement lists the same thing in the form Article 28 requires.

SIVO Hub is not designed for special category data (health, beliefs, biometrics and the like) or for criminal offence data or payment card numbers, and the Acceptable Use Policy asks customers not to put them in.

5. Who else is involved

Workspaces are separated from one another, and that separation is enforced on the server for every request and tested by attacking it. See the security overview. We can open a record in a workspace to investigate a fault or to do something an administrator has asked us to do. When we do, it is written to that workspace’s own audit log where its administrators can read it.

Beyond that, a small number of providers process data on our behalf, each under a written contract:

• Hetzner Online GmbH (Germany). Hosts the application, the database, uploaded files and their backups. Everything stored by the service, as the infrastructure it runs on.
• Cloudflare, Inc. (United States). Carries traffic between the browser and the server, and protects the service from attack. Requests in transit and the visitor's network address. It is not a store of tickets or files.
• Resend, Inc. (United States). Delivers the service's email: sign-in codes, invitations and ticket notifications. Recipient addresses and the content of those messages.

Card payments work differently and it is worth saying how. Dodo Payments Inc. is our merchant of record, which means that on a card sale they are the seller rather than us: their name is on your statement and they issue your receipt. We send them your organisation name, the administrator’s email address and a country code, which is all the checkout needs to know who it is for. Your billing address and your card go straight to them on their own page, and SIVO Hub never sees a card number and never stores one. They hold what they collect on Amazon Web Services in Mumbai. A bank transfer subscription does not involve them at any point.

Microsoft and Google are involved only where an organisation chooses to sign in with them, in which case they confirm identity to us and nothing about the workspace goes to them. The subprocessors page has the detail, including where each provider is incorporated and what transfer safeguard applies. We will also disclose data where the law requires it, and where we can lawfully tell you first, we will.

6. How long we keep it

• Account records last as long as the subscription. When the subscription ends, the workspace is retained in a locked state for 60 days and then deleted.
• Deleted tickets and assets go to the recycle bin and are erased permanently after the retention period configured for the service, which is 90 days by default and can be set between 7 days and 10 years.
• A deleted account can no longer sign in. Records of what that person did are kept so the history stays complete, which is a decision the subscribing organisation makes as controller.
• Sign-in codes are deleted an hour after they are issued.
• Backups are taken every six hours and kept for 30 days, with an offsite copy retained longer. Deleted data can persist in a backup until it ages out. Backups are used only to restore the service, and if a restore ever brings deleted data back we re-apply the deletion.
• Invoices we issued to you for your own subscription are our sales records and are kept for as long as tax law requires, including after an account is deleted. Invoices you raised to your own clients inside the product are your data and go with the rest of it.
• The audit log is retained for the life of the service, because a log that is trimmed is not much of a log.
• The record that an organisation accepted our terms, and which versions, is kept after the workspace is deleted. It holds the accepting email address, the organisation name, the time and the document versions, and is retained for the establishment and defence of legal claims. It is not used for anything else.

7. Your rights

You can ask to see the personal data we hold about you, have it corrected or erased, restrict or object to how we use it, receive it in a portable format, and object to any processing we carry out on the basis of legitimate interest. Where we rely on legitimate interest we have weighed it against your rights, and we will tell you the reasoning if you ask.

If your request is about something inside a workspace, ask the organisation that runs it. They are the controller and they have the tools: administrators can edit and delete records directly, and can export the whole workspace themselves at any time from Company details, every record and every uploaded file, without asking us and without notice to us. If you write to us instead, we will not answer it ourselves, because that would mean acting on someone else’s data without their instruction, but we will pass it to them promptly and help them deal with it.

For data we hold as controller, write to [email protected] and we will respond within one month. If you are not satisfied you can complain to the Information and Data Protection Commissioner in Malta, or to the supervisory authority where you live or work.

8. Security

What we actually do, and in its second half what we do not do, is set out on the security overview page. In short: traffic encrypted in transit, no passwords to steal, sessions that can be ended everywhere at once and last 14 days, authorisation checked on the server for every request, every uploaded file scanned before it can be downloaded, and an audit log your administrators can read. We do not claim the service is secure or that data can never be lost, because nobody can honestly claim either.

9. Cookies

The public site sets none at all. Signing in sets one session cookie, plus a short-lived one while a Microsoft or Google sign-in is in progress. There is no analytics, tracking or advertising cookie, which is why you are not shown a consent banner. The cookie notice explains this properly.

10. Changes

This notice carries a version number and an effective date. When it changes materially we will tell administrators by email before the change takes effect.