Privacy Policy

1. Introduction

This Privacy Policy describes how Foss Consultancy Limited (“Foss Consultancy,” “we,” “us,” or “our”) collects, uses, discloses, and safeguards information when you use Support Desk.

Support Desk is a standalone support platform operated by Foss Consultancy. It is not part of any other product. Customer companies may see it under their own desk name. We use it to receive, work, and close support requests, and to run related notices, approvals, and deployments.

Access is for Foss Consultancy staff and for people at customer organisations who have been given an account.

The English version of this Policy is the official and controlling text.

2. Who we are

Foss Consultancy Limited provides and operates Support Desk. We are registered in the United Arab Emirates and in the United Kingdom. We are the controller of personal information processed in the Services.

A customer organisation that gives its people access may also have responsibilities for the account and ticket information it provides to us or receives from us.

For privacy questions or requests, ask an administrator inside Support Desk. This page does not publish a contact address.

3. Information we collect

We may collect the following categories of information:

4. How we use information

We use collected information to:

• Provide, operate, maintain, secure, and improve Support Desk
• Authenticate users, enforce access controls, and prevent fraud or abuse
• Create and work tickets, deliver messages and attachments, and record support time
• Send operational notices in the product and, when enabled, by email
• Run deployment approvals, snapshots, and rollbacks a company has asked us to perform
• Provide writing help when you request it
• Comply with law, regulation, court orders, and lawful government requests
• Exercise or defend legal claims and protect the rights, safety, and property of users and Foss Consultancy Limited

5. Legal bases

Where the UK GDPR, the UAE Personal Data Protection Law (Federal Decree-Law No. 45 of 2021), or similar laws apply, we process personal data on one or more of the following bases: performance of a contract; legitimate interests that are not overridden by your rights (including operating support for our customers and securing the platform); compliance with legal obligations; or consent where required. You may have additional rights depending on your jurisdiction (see Section 11).

6. Who can see your information

Your account and tickets stay inside the platform. We do not publish ticket contents on the public internet. People in another customer company cannot see your company’s tickets.

• Your company — people in your organisation see the tickets and records their role allows. A company administrator can see that company’s users and support records.
• Watchers — a person added to a ticket can see that ticket.
• Support staff — Foss Consultancy staff who are allowed to work a ticket can see the records needed to handle it.
• Platform administrators — authorised administrators can see the records needed to operate the service, including companies, users, and connections.
• Service providers — vendors who process data on our behalf under contracts (hosting, monitoring, email delivery, security, and inference), subject to confidentiality and security requirements
• Professional advisors — lawyers, auditors, or insurers when needed
• Authorities — when required by law or to protect vital interests
• Business transfers — in connection with a merger, acquisition, financing, or sale of assets, subject to appropriate safeguards

7. Sale of personal information

We do not sell your personal information as “sale” is defined under common privacy laws, and we do not share it for cross-context behavioural advertising.

8. International transfers

We may process information in the United Arab Emirates, the United Kingdom, and other countries where we or our subprocessors operate. Where required, we implement appropriate safeguards such as contractual clauses or equivalent mechanisms.

9. Cookies and similar technologies

We use cookies, local storage, and similar technologies for authentication, session management, security, language, theme, and preference settings. You can control cookies through browser settings. Disabling certain cookies may limit functionality (for example, staying signed in or remembering language).

10. Retention

We retain information for as long as necessary to provide Support Desk, comply with legal obligations, resolve disputes, and enforce agreements. Ticket history, attachments, and deployment snapshots are kept while the support relationship needs them and for a reasonable period afterwards, unless a longer period is required by law or a written arrangement with the customer organisation.

11. Your rights and choices

Depending on where you live, you may have the right to access, correct, delete, or port personal data; object to or restrict certain processing; withdraw consent where processing is consent-based; or lodge a complaint with a supervisory authority (including the UAE Data Office or the UK Information Commissioner’s Office). To exercise rights with us, ask an administrator inside Support Desk. This page does not publish a contact address.

12. Security

We implement administrative, technical, and organisational measures designed to protect information against unauthorised access, loss, or alteration. No method of transmission over the Internet or electronic storage is completely secure. Use a strong password and do not share your account.

13. Children

The Services are intended for professional use and are not directed to children under 16. We do not knowingly collect personal information from children. If you believe we have collected information from a child, ask an administrator so we can delete it.

14. Changes to this Policy

We may update this Policy from time to time. We will post the revised version with an updated “Last updated” date and, where appropriate, provide additional notice through the Services.

15. Contact

For privacy-related questions, requests, or complaints, ask an administrator inside Support Desk. Foss Consultancy Limited does not publish a contact address on this page.