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 from Australia. 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.
• Request-access lead submissions. If you ask for early access, we keep the name, email, company, team size, and any note you send so a human can follow up.

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 use request-access submissions solely to contact you about setting up a workspace. We do not sell your data, and we do not use your customers' ticket content to train models.

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.

Where your data lives

Workspace data is stored in Supabase in the ap-southeast-2 (Sydney) region. Hosting is provided by Vercel.

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 within a reasonable period, except where we must keep records to meet a legal obligation. Request-access leads that don't convert are removed once they're no longer needed.

Security

Access to production systems is limited to the people who need it, data is encrypted in transit, and portal links are tokenised 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.