Tiqora

Privacy Policy

Last updated: August 16, 2026

At Tiqora ("we", "our", "us"), we take your privacy seriously. This Privacy Policy explains how we collect, use, store, and protect your personal information when you use our AI-powered ticket management platform at tiqora.ai and related services (collectively, the "Service").

1. Information We Collect

Account Information

When you register for Tiqora, we collect:

  • Name and email address
  • Company/organization name
  • Password (stored as a secure hash, never in plain text)
  • Role and department assignments within your organization

Ticket and Support Data

When you use the Service, we process:

  • Support tickets, replies, and attachments submitted through the platform
  • Customer contact information associated with tickets
  • Knowledge base articles and documents you create
  • Internal notes and conversation history

Usage and Analytics Data

We automatically collect:

  • Log data (IP address, browser type, access times, pages viewed)
  • Feature usage patterns and performance metrics
  • API access logs (for API key authenticated requests)

Payment Information

Payment processing is handled by our payment processor, Checkout.com. We do not store full credit card numbers. We retain only the last four digits and card type for your reference.

2. How We Use Your Information

We use collected information to:

  • Provide the Service — manage tickets, route support requests, and deliver notifications
  • Power AI features — categorize tickets, analyze sentiment, generate reply suggestions, and route requests to the appropriate team (see Section 3)
  • Improve the platform — analyze usage patterns to enhance features, fix bugs, and optimize performance
  • Communicate with you — send transactional emails (password resets, SLA alerts, ticket notifications) and, with your consent, product updates
  • Ensure security — detect and prevent fraud, abuse, and unauthorized access
  • Comply with legal obligations — respond to lawful requests from authorities and enforce our Terms of Service

3. AI Processing

Tiqora uses artificial intelligence to enhance your support workflow. When AI features are enabled:

  • Ticket content is analyzed by AI models to categorize, assess sentiment, and suggest responses
  • AI processing may involve sending ticket content to third-party AI providers (such as Anthropic, OpenAI, or Google) under strict data processing agreements
  • AI-generated suggestions are logged for quality assurance and can be reviewed in the AI Decision Logs
  • You can control AI behavior through your tenant settings, including disabling AI entirely, using suggest-only mode, or enabling full automation
  • AI providers are contractually prohibited from using your data to train their models

4. Data Storage and Security

Your data is stored securely using industry-standard practices:

  • Encryption — all data is encrypted in transit (TLS 1.3) and at rest (AES-256)
  • Tenant isolation — each organization's data is strictly isolated through application-level scoping, database row-level security policies, and infrastructure-level path separation
  • Infrastructure — hosted on AWS with data stored in the region you select during onboarding
  • Access control — role-based permissions (Tenant Admin, Team Lead, Agent, Customer) limit access to authorized data only
  • Audit logging — all data access and modifications are logged in immutable audit trails

5. Data Retention

  • Active account data is retained for the duration of your subscription
  • Deleted tickets are soft-deleted and can be restored within 30 days, after which they are permanently removed
  • Audit logs are retained for 12 months
  • Account data after cancellation is retained for 90 days to allow reactivation, then permanently deleted

6. Cookies and Tracking

Tiqora uses cookies and similar technologies for:

  • Essential cookies — authentication tokens and session management (required for the Service to function)
  • Analytics cookies — anonymous usage statistics to improve the platform (can be opted out)

We do not use advertising cookies or sell your data to third-party advertisers.

7. Third-Party Services

We share data with the following categories of third-party service providers, all bound by data processing agreements:

  • AI providers — for ticket analysis and response generation
  • Payment processor (Checkout.com) — for subscription billing
  • Email delivery (AWS SES) — for transactional notifications
  • Cloud infrastructure (AWS) — for hosting and data storage
  • Bot and abuse prevention (Cloudflare Turnstile) — to verify that public form and chat submissions come from humans

Cloudflare Turnstile

Our public support form and chat widget are protected by Cloudflare Turnstile, which we operate in invisible mode to verify that submissions come from a human without requiring you to solve a puzzle. To perform this verification, Turnstile processes client-side signals such as your IP address, TLS fingerprint, User-Agent header, and the site key and its associated origin. Cloudflare states that it cannot directly identify individuals from these signals.

Your use of the Turnstile-protected pages is subject to Cloudflare's Turnstile Privacy Addendum and Privacy Policy.

8. Your Rights

Depending on your jurisdiction, you may have the right to:

  • Access your personal data held by Tiqora
  • Rectify inaccurate or incomplete data
  • Delete your personal data ("right to be forgotten")
  • Export your data in a machine-readable format (data portability)
  • Object to processing based on legitimate interests
  • Withdraw consent where processing is based on your consent

To exercise any of these rights, contact us at privacy@tiqora.ai.

9. International Data Transfers

If your data is transferred outside your country of residence, we ensure appropriate safeguards are in place, including Standard Contractual Clauses (SCCs) and data processing agreements with all recipients.

10. Children's Privacy

Tiqora is a business-to-business service and is not intended for use by individuals under the age of 16. We do not knowingly collect personal information from children.

11. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by email or through a notice in the Service at least 30 days before the changes take effect.

12. Contact Us

If you have questions about this Privacy Policy or our data practices, contact us at: