Privacy Policy

Effective date: April 14, 2026 · Last updated: April 14, 2026

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Summary: ServeTech reads ticket and agent data from your Zendesk account to generate skill scores. We do not sell your data. We do not use your data to train AI models. You can request deletion of your data at any time.

This Privacy Policy describes how ServeTech LLC ("ServeTech," "we," "us," or "our"), collects, uses, stores, and discloses information when you use the ServeTech application(s) ("Service"). By using the Service, you agree to the practices described in this policy.

1. Information We Collect

ServeTech is a Zendesk Marketplace application that accesses data from your Zendesk account via OAuth 2.0. We collect and process only the data necessary to provide the Service.

Data accessed from your Zendesk account:

Ticket metadata: ticket ID, creation and resolution timestamps, ticket category/type, satisfaction (CSAT) ratings, and assignee information. We do not read ticket subject lines, descriptions, or any customer-written content.
Agent data: agent ID, display name, and group membership. We do not access agent email addresses, personal contact details, or compensation information.
Routing Attributes: existing skill definitions and assignments in your Zendesk account.

Data we generate and store:

Glicko-2 performance scores per agent per ticket category
Skill tag assignments (Expert designations)
Historical score records for trend tracking
Your account settings and preferences within the Service

Account and billing data: Billing and payment information is handled entirely by Zendesk Marketplace. We do not receive or store your payment card details.

2. How We Use Your Information

We use the information described above solely to:

Calculate agent skill scores and rankings within your organization
Write and update skill tags in your Zendesk Routing Attributes
Display scoreboard, cross-training, and team overview data in the ServeTech dashboard
Maintain historical score records for trend tracking within your account
Respond to support inquiries and troubleshoot issues specific to your account
Comply with legal obligations

We do NOT use your data to train machine learning or AI models. We do NOT use your data to benchmark or compare your agents against agents from other organizations.

3. Data Storage and Security

Processed data (scores, rankings, settings) is stored on secure servers hosted by Railway (railway.app), a cloud infrastructure provider based in the United States. Data is stored in JSON format on encrypted volumes. We implement reasonable technical and organizational measures to protect your data against unauthorized access, loss, or disclosure, including:

HTTPS encryption for all data in transit
OAuth 2.0 token-based authentication for all Zendesk API access
Access to stored data limited to the ServeTech application and authorized personnel
Secure session management with signed session tokens

4. Data Sharing and Disclosure

We do not sell, rent, or share your data with third parties for their own commercial purposes. We may share data only in the following limited circumstances:

Service providers: We use Railway for infrastructure hosting. They process data on our behalf under their own privacy and security policies and do not have independent rights to your data.
Legal requirements: We may disclose data if required to do so by law, court order, or governmental authority, or to protect the rights, property, or safety of ServeTech, our users, or others.
Business transfers: In the event of a merger, acquisition, or sale of assets, your data may be transferred as part of that transaction. We will notify you before your data becomes subject to a different privacy policy.

5. Data Retention

We retain your processed data (scores, rankings, settings) for as long as your ServeTech subscription is active. Historical scoring records are retained for up to 24 months to support trend tracking. When your subscription ends or you request deletion:

All stored data associated with your account will be permanently deleted within 30 days
Skill tags written to Zendesk by the Service are not automatically removed — you may remove them manually through Zendesk admin at any time

6. Your Rights and Choices

Depending on your location, you may have certain rights regarding your data, including:

Access: Request a copy of the data we hold about your account
Correction: Request correction of inaccurate stored data
Deletion: Request deletion of all data associated with your account
Portability: Export your agent rankings and scores via the CSV export feature in the Service at any time
Objection: Object to or restrict certain types of processing

To exercise any of these rights, contact us at contact@servetech-solutions.com. We will respond within 30 days.

7. Employee and Agent Data

ServeTech processes data about your Zendesk support agents (employees or contractors of your organization) as part of providing the Service. As the organization deploying ServeTech, you are the data controller for your agents' data. You are responsible for ensuring that your use of the Service, including communicating to your agents that their performance data is being scored, complies with applicable employment laws and regulations in your jurisdiction.

8. International Data Transfers

ServeTech is operated from the United States. If you are accessing the Service from outside the United States, please be aware that your data will be transferred to and processed in the United States. By using the Service, you consent to this transfer. We take steps to ensure that any such transfers comply with applicable data protection laws.

9. GDPR (EEA / UK Users)

If you are located in the European Economic Area or United Kingdom, our legal basis for processing your data is the performance of the contract between you and ServeTech (Article 6(1)(b) GDPR). You have the rights described in Section 6 above. For data protection inquiries, contact us at jeffallred1713@gmail.com.

10. Children's Privacy

The Service is intended for business use by organizations and is not directed to individuals under the age of 18. We do not knowingly collect personal information from children.

11. Third-Party Links

The Service operates within Zendesk and may reference Zendesk documentation or resources. This Privacy Policy does not apply to Zendesk or any other third-party services. We encourage you to review Zendesk's privacy policy at zendesk.com/company/privacy-and-data-protection.

12. 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 within the Service at least 14 days before the changes take effect. Your continued use of the Service after the effective date constitutes your acceptance of the updated policy.

13. Contact Us

For questions, concerns, or data requests related to this Privacy Policy, please contact:

Jeff Allred — ServeTech LLC

Email: contact@servetech-solutions.com
Phone: 801-800-0297
Website: www.servetech-solutions.com