1. What this notice covers
This notice applies to the Emberstone Support Centre at support.emberstonenetwork.com. The Support Centre is designed to use your existing Emberstone account rather than creating a second support account.
It covers member tickets, staff support actions, Authorized Support Representatives, ticket participants, account support settings, audit records and the technical information needed to keep the Support Centre secure.
2. Information used by Support
The Support Centre may use the following information when it is needed to provide support:
- Existing Emberstone account information such as account reference, registered name, username, display name, email address and profile image.
- Ticket information including subject, description, category, service area, replies, status, priority, assignment and timestamps.
- Files or screenshots you choose to attach once production attachment storage is enabled.
- Authorized Support Representative and ticket participant permissions, invitations and access history.
- Support staff actions, internal audit events and permission decisions needed to operate and secure the service.
- Essential session and security information used for authentication, CSRF protection and access control.
3. Why the information is used
Support information is used to authenticate users, route requests, respond to tickets, maintain ticket history, control staff access, prevent misuse, investigate operational issues and keep an audit trail of important support actions.
Authorized representatives use their own Emberstone accounts. Their actions remain attributed to the person who actually performed them.
4. Sharing and third-party services
This Support build does not include third-party advertising trackers, marketing pixels or third-party analytics scripts. Support data should only be exposed to people and systems that need it for the support service and are permitted by the configured role and department rules.
If third-party analytics, embedded media, external file storage or additional integrations are introduced later, this notice and the cookie controls should be reviewed before those features are enabled.
5. Ticket history and retention
Support records can remain available after a ticket is resolved or closed so the conversation, audit history and previous actions are not silently lost. Administrators should set and document a retention schedule appropriate to the deployed Emberstone service and applicable requirements.
Removing a representative or ticket participant does not rewrite historical messages that they already sent.
6. Your control and support access
You can review your support tickets and, where the relevant feature is available, manage Support Assistance permissions from Account Settings. You can remove an Authorized Support Representative without giving them access to your password, recovery options or other account-security controls.
For privacy questions or requests relating to Support information, create a support ticket and choose the most relevant account or general support category.
7. Security
The Support Centre uses authenticated sessions, CSRF protection, permission-aware staff access, server-side Support storage and security headers. No website can promise absolute security, so members should avoid including unnecessary sensitive information in support requests.
8. Changes to this notice
This notice should be reviewed whenever the Support Centre adds new integrations, tracking technologies, file-storage providers or materially different ways of using support information.