Support

Privacy Notice

Effective date:

This Privacy Notice explains how personal data is processed when you submit or attempt to submit a support request through this website or the Instance Control macOS app. It applies only to support-related processing.

On the website, attachments begin uploading when you select them, before the support request is submitted.

1. Controller and Contact

The controller responsible for support-related personal data is Oleksandr Beschasnyi.

For privacy questions or to exercise your data-protection rights, contact: [email protected].

2. Personal Data Processed

Depending on how you contact support, the following personal data may be processed:

  • Website request data: the email address you provide, selected project, subject, and message.
  • Instance Control request data: subject, message, authenticated account email address, internal account user ID, and request identifiers.
  • Attachments: the files you choose to submit, including their contents, filenames, sizes, and media types.
  • Technical and security data: IP address, request metadata, timestamps, rate-limit information, and security or error events.
  • Operational data: request and reference identifiers, processing status, file counts and sizes, integrity hashes, and temporary attachment-access metadata.

The data is obtained directly from you, from your authenticated Instance Control account, and automatically from your device or network connection when you use the support service.

The support channels are not intended for passwords, private keys, access tokens, payment card details, or special-category personal data. Please do not submit such information unless it is strictly necessary and lawful to do so.

3. Purposes and Legal Bases

Handling support requests

Support-request data is processed to receive, route, review, and respond to your request.

The legal basis is Article 6(1)(f) GDPR: the legitimate interest in providing and managing a support communication channel.

Where a request is objectively necessary for an existing contract or for steps requested before entering into a contract, Article 6(1)(b) GDPR may also apply.

Security and reliability

Technical, security, and operational data is processed to protect the support service, apply rate limits, prevent abuse and duplicate submissions, investigate errors, and maintain reliable delivery.

The legal basis is Article 6(1)(f) GDPR: the legitimate interest in operating and protecting the support service and related systems.

Legal obligations and claims

Personal data may also be processed where necessary to comply with a legal obligation or to establish, exercise, or defend legal claims.

The applicable legal basis is Article 6(1)(c) GDPR for legal obligations and Article 6(1)(f) GDPR for the legitimate interest in protecting legal rights.

Support data is not sold or used for advertising, unrelated marketing, or AI training.

4. Service Providers and Other Recipients

Personal data may be processed by the following service providers or recipients where necessary to operate the support service:

  • Cloudflare, for network delivery, HTTPS proxying, security, and related request processing. Cloudflare may receive your IP address, request metadata, submitted form data, and attachment traffic in transit.
  • Apple iCloud, which receives a text notification copy used to review support requests. Depending on the request, this copy may contain contact or account details, project, subject, message, request identifiers, attachment metadata, and time-limited attachment links. File payloads are not attached to the notification.
  • Public authorities, courts, legal advisers, or other parties where disclosure is required by law or reasonably necessary for legal claims.

Support messages and attachments are also stored on systems operated directly by the controller. Those controller-operated systems are not a separate third-party recipient.

5. Attachment Access

Accepted attachments are stored separately from the notification message and are made available through unique, time-limited access links.

The links remain valid for seven days. Anyone who obtains a valid link may be able to access the corresponding attachment until the link expires, so the links should not be forwarded or shared.

Email providers and automated security services may inspect a link and, in doing so, may retrieve the linked attachment.

Attachments submitted through Instance Control may be grouped into a single downloadable archive.

6. International Transfers

Cloudflare and Apple may process personal data outside the European Economic Area.

Cloudflare. Cloudflare, Inc. may process personal data in the United States. Cloudflare, Inc. is an active participant in the EU–US Data Privacy Framework for covered transfers. Cloudflare's current Data Processing Addendum also provides the 2021 European Commission Standard Contractual Clauses for restricted transfers not covered by that framework.

Apple iCloud. For an iCloud service account based in Poland, the service entity identified in Apple's iCloud terms is Apple Distribution International Ltd. in Ireland. Apple's Privacy Policy states that its onward international transfers of EEA personal data are governed by Standard Contractual Clauses. A copy can be requested through Apple's privacy contact page.

Further information about the applicable safeguards is available through the linked provider documentation or can be requested by contacting [email protected].

7. Retention

The retention controls described below are active in production for website and Instance Control attachments, Instance Control request records, rate-limit data, notification delivery data, the local mail delivery queue, and project-owned operational logs. The unresolved limitations identified below remain outside those verified controls.

Unsubmitted website attachments
Website attachment drafts expire one hour after creation. File bytes and related draft metadata are removed automatically. Adding files, retrying validation, or accessing the draft does not extend the deadline.
Attachments included in submitted or attempted requests
Attachments, generated archives, and temporary access credentials expire seven days after final request processing begins and are then removed automatically. Accessing or downloading an attachment, including through an automated security service, does not extend this period.
Instance Control request records
Minimal records used to prevent duplicate submissions are retained for 30 days from the original record creation and are then deleted automatically. Full request content and raw authenticated account or app request identifiers are not stored in these records. Attachment access data is removed after accepted delivery or when its seven-day deadline is reached.
Rate-limit data
Rate-limit entries are retained only for the applicable enforcement window plus a short cleanup interval and are removed automatically. No entry is retained for more than 24 hours after the last relevant event, and these in-memory identifiers are not persisted by the support service.
Notification delivery data
Queued notification content is removed after successful delivery or a permanent delivery failure. If delivery remains pending, the content is purged no later than seven days after the queue record is created, including when the delivery service has been unavailable.
Local mail delivery queue
Each local delivery-queue message expires three days after that queue message is created. A delivery-status message created when delivery expires receives its own three-day limit, and unlinked payload data is cleaned up hourly. Submission options that could extend these periods are disabled.
Support correspondence
Automatic deletion 12 months after the last related communication has not yet been activated and verified for controller-operated correspondence. This remains an unresolved retention limitation, and the 12-month period is not represented here as an enforced guarantee.
Apple iCloud copies
The current integration does not provide a verified message classifier and bounded automated deletion and Trash-expunge process. Whether the copy is notification-only or is used for follow-up correspondence also requires operational verification. No 30-day or 12-month provider-copy guarantee is stated until those points are resolved.
Security and operational logs
Project-owned ordinary service logs are deleted after 30 days, and specifically allowlisted crash artifacts after seven days. No separate 90-day security-event log is currently configured; general operational output is subject to the 30-day limit.
Backups
The repository deployment process does not intentionally copy temporary attachment storage or notification queues into its deployment backups. Machine-level and remote backup exclusions, encryption, automatic age-out, and restore reconciliation have not been verified, so a 30-day backup maximum is not stated.

Expiry of an attachment link does not itself delete the support message containing attachment metadata or an expired link. Deleting a notification copy and deleting an attachment are separate operations.

Cloudflare and Apple may retain operational, backup, or residual copies under their applicable terms. A project-specific maximum period for those copies has not been verified.

8. Required and Optional Data

Providing the fields marked as required in the relevant support interface is necessary to submit and process a support request. Attachments are optional.

When support is submitted through Instance Control, the authenticated account email address and internal user ID are included automatically to identify the account associated with the request.

Providing support data is not a statutory requirement. Where a request relates to a contract or proposed contract, some information may be necessary to take the requested steps or handle the contractual matter.

If required information is not provided, the request may not be submitted, identified, processed, or answered.

9. Automated Processing

Automated rate-limiting, duplicate-prevention, and security checks may temporarily reject, delay, or block a support request.

These checks are used to protect the support service. They do not involve profiling or decisions based solely on automated processing that produce legal or similarly significant effects within the meaning of Article 22 GDPR.

If you believe a legitimate request was blocked incorrectly, contact [email protected].

10. Your Rights

Depending on the circumstances and applicable legal basis, you may have the right to:

  • request access to your personal data and obtain a copy;
  • request correction of inaccurate or incomplete personal data;
  • request erasure of personal data;
  • request restriction of processing;
  • object to processing based on legitimate interests;
  • receive personal data you provided in a portable format where the legal requirements for data portability are met;
  • lodge a complaint with a competent supervisory authority.

Some rights are subject to conditions and exceptions under applicable law.

11. Right to Object

Where personal data is processed on the basis of legitimate interests, you may object at any time on grounds relating to your particular situation.

Following a valid objection, the processing will stop unless there are compelling legitimate grounds that override your interests, rights, and freedoms, or the processing is necessary to establish, exercise, or defend legal claims.

12. Exercising Rights and Complaints

To exercise your rights or ask a privacy question, contact: [email protected].

Additional information may be requested where reasonably necessary to verify your identity and protect personal data from unauthorized disclosure.

Requests will be handled without undue delay and normally within one month, subject to any extension permitted by applicable law.

You also have the right to lodge a complaint with the President of the Personal Data Protection Office (UODO) in Poland or with the supervisory authority in the EU or EEA country of your habitual residence, place of work, or place of the alleged infringement.

See the official UODO complaint information or find another authority in the EDPB supervisory-authority directory.

13. Changes to This Notice

This Privacy Notice may be updated when the support service or its data-processing practices change. The effective date shown at the top identifies the current version.

Where a new purpose is materially different from the purpose for which personal data was originally collected, the required information will be provided before processing for that new purpose begins.