Privacy Policy

This policy explains what Tend collects, why we collect it, and how we look after it. Tend is a service-desk product operated in Australia (ABN 90 826 795 504). If anything here is unclear, email us at hello@tend.support.

What we collect

We collect three kinds of information, and no more than we need:

• Account and workspace data. The details you give us to run your workspace - your name, work email, the agents you invite, your queues, SLAs, and configuration.
• Ticket and requester content. The requests your team works on, including messages, attachments, assets, and the details of the requesters and customers those tickets belong to.
• Signup and subscription details. The email address you confirm at signup, your workspace name, the link that brought you to Tend if you arrived through one, and, if you subscribe, your subscription and seat details. Card details are handled by Stripe and never reach Tend.

How we use it

We use this information to provide and operate the service: to run your workspace, deliver tickets and portals, enforce SLAs, and support you. We do not sell your data, and we do not use your customers' ticket content to train models.

Cookies

Tend sets only the cookies needed to keep you signed in, plus one that remembers which link brought you to Tend so we know which channels work. That one holds a short label, such as the campaign name in the link or the name of the site you came from (never the page or your search), lasts up to 30 days, and is cleared once you create a workspace. There is no analytics or advertising tracking.

Sub-processors

We keep our supplier list short and name it plainly. Tend relies on:

• Vercel - application hosting and delivery.
• Supabase - our database and authentication.
• Postmark - transactional email delivery.
• Stripe - Tend subscription payment processing.
• Google (Gemini API) - AI drafting and classification. Relevant request content is processed when an AI feature is used, under the configured paid-tier terms.

Where your data lives

Workspace data is stored in Supabase in the ap-southeast-2 (Sydney) region. Hosting is provided by Vercel. Private recovery copies of workspace data and attachments are also stored in Vercel Blob. Email is processed by Postmark in the United States; Stripe and Google process data globally.

Tenant isolation and ownership

Each workspace's data - and each customer portal within it - is isolated. One tenant can never see another's tickets, assets, or requesters. The customer data you bring into Tend remains yours; we act as a processor of it on your behalf, and you can export or delete it.

Retention

We keep workspace and ticket data for as long as your workspace is active. If you close your workspace, we delete or anonymise its data through a reviewed deletion process, except where records must be kept for a legal obligation. Recovery snapshots retain up to 14 days of history, so deletion from the live workspace is not immediate removal from every recovery copy. Contact us for the scope and timing of an export or deletion request.

Security

Access to production systems is limited to the people who need it, data is encrypted in transit, and the customer portal uses passwordless email sign-in so there are no shared passwords to leak. No system is perfectly secure, but we take reasonable, current measures to protect your data.

Contact

For any privacy question - access, correction, deletion, or a concern - write to hello@tend.support and a person will respond.