1. Who we are

This support portal is operated by enSynergy Solutions Ltd ("we", "us", "our"). We act as a data controller for the personal data processed through this portal. If you have questions about how your data is handled, contact us at support@ensynergy.net.

2. What data we collect

When you register for and use this portal, we collect:

• Account information — your full name, work email address, and a hashed version of your password
• Company association — we link your account to a company based on your email domain
• Support tickets — ticket titles, descriptions, priority, module, and any file attachments you upload
• Comments — messages you post on tickets
• Session data — a session cookie to keep you signed in (see Section 7)

3. Why we process your data (lawful basis)

We process your personal data on the following bases under GDPR:

• Contract — to provide the support service your company has engaged us for (Article 6(1)(b))
• Legitimate interest — to operate and improve the portal, and to notify relevant parties about ticket activity (Article 6(1)(f))
• Consent — where you explicitly agree at registration to our processing of your data (Article 6(1)(a))

4. Who has access to your data

Your personal data is accessible to:

• Support agents at enSynergy Solutions who are assigned to your tickets
• Main support contacts at your company, who can view all company tickets
• enSynergy management receive BCC copies of ticket notifications for quality and oversight purposes

We do not sell or share your data with third parties for marketing purposes. Your data is stored on Microsoft Azure servers in the UK.

5. How long we keep your data

We retain your account and ticket data for as long as your company has an active support agreement with us. If your account is deactivated, we retain your data for up to 12 months to resolve any ongoing matters, after which it is deleted. Password reset tokens expire after 1 hour.

6. Your rights

Under GDPR, you have the right to:

• Access — request a copy of the personal data we hold about you
• Rectification — ask us to correct inaccurate data
• Erasure — ask us to delete your personal data ("right to be forgotten")
• Portability — receive your data in a machine-readable format
• Object — object to processing based on legitimate interest
• Withdraw consent — where processing is based on consent, you may withdraw it at any time

To exercise any of these rights, email support@ensynergy.net. We will respond within 30 days.

7. Cookies

We use a single, essential session cookie (hd.session) to keep you signed in. It expires after 24 hours of inactivity. This cookie is strictly necessary for the portal to function and does not track you across other websites. We do not use analytics or advertising cookies.

8. Email notifications

When you use this portal, you will receive automated email notifications about your ticket activity (creation, status changes, comments). These are transactional emails necessary for the support service. You can request to opt out of non-essential notifications by contacting support@ensynergy.net.

9. Security

We protect your data with:

• Passwords hashed with bcrypt (never stored in plaintext)
• HTTPS encryption for all data in transit
• Secure, HttpOnly, SameSite cookies
• Role-based access controls

10. Changes to this policy

We may update this policy from time to time. The "last updated" date at the top will reflect the most recent revision. Continued use of the portal after changes constitutes acceptance of the updated policy.