Privacy Policy

1. Introduction

Tibura Solutions Pvt Ltd ("we", "our", or "us") operates the Nexus Service Desk platform. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our platform.

By using Nexus Service Desk, you agree to the collection and use of information in accordance with this policy.

2. Information We Collect

We collect information that you provide directly to us, as well as information collected automatically when you use our platform.

• Account information: name, email address, company name, and password when you create an account.
• Profile information: avatar, timezone, and preferences you set in your profile.
• Support data: tickets, messages, attachments, and other content you create within the platform.
• Usage data: log data, device information, IP addresses, browser type, and pages visited.
• Cookies and tracking: we use cookies to maintain sessions and improve user experience.

3. How We Use Your Information

We use the information we collect for the following purposes:

• To provide, maintain, and improve the Nexus Service Desk platform.
• To create and manage your account and organization.
• To process transactions and send related information.
• To send you technical notices, updates, security alerts, and support messages.
• To respond to your comments, questions, and customer service requests.
• To monitor and analyze trends, usage, and activities.
• To detect, investigate, and prevent security incidents and fraudulent activity.

4. Data Sharing and Disclosure

We do not sell your personal information. We may share your information only in the following circumstances:

• With your consent or at your direction.
• With service providers who assist us in operating our platform (cloud hosting, email delivery, analytics).
• To comply with legal obligations, court orders, or government requests.
• To protect the rights, property, and safety of our users and the public.
• In connection with a merger, acquisition, or sale of assets.

5. Data Security

We implement industry-standard security measures to protect your data, including encryption at rest and in transit, access controls, and regular security audits.

Each tenant's data is logically isolated. No tenant can access another tenant's data.

6. Data Retention

We retain your information for as long as your account is active or as needed to provide you services. You may request deletion of your data by contacting us. We will delete your data within 30 days of a verified request, except where retention is required by law.

7. Your Rights

Depending on your location, you may have the following rights:

• Access: Request a copy of the personal data we hold about you.
• Correction: Request correction of inaccurate or incomplete data.
• Deletion: Request deletion of your personal data.
• Portability: Request a machine-readable copy of your data.
• Objection: Object to processing of your data for certain purposes.

8. Cookies

We use essential cookies for authentication and session management. We may also use analytics cookies to understand how our platform is used. You can control cookie preferences through your browser settings.

9. Children's Privacy

Our platform is not intended for children under 16. We do not knowingly collect personal information from children under 16. If we become aware that we have collected data from a child under 16, we will take steps to delete it.

10. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new policy on this page and updating the "Last updated" date. Your continued use of the platform after changes constitutes acceptance of the updated policy.

11. Contact Us

If you have any questions about this Privacy Policy, please contact us at privacy@tibura.com or through our Contact page.