1. Introduction
Summary Box
Welcome to ProTask. This policy covers how we handle information across our cloud platform, dashboard, and mobile applications for Super Admins, Business Admins, Technicians, and Customers.
Welcome to ProTask ("ProTask," "we," "us," or "our"), operated by TTRACKTECH SOFTWARE. ProTask is a cloud-based SaaS platform that helps businesses track tickets, monitor service requests, manage workflows, assign tasks, and automate operations for field service and support teams (the "Service").
This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our web dashboard, mobile applications, and related services (collectively, the "Platform"). It applies to all users of the Platform, including Super Admins, Business Admins, Technicians/Agents, and Customers.
By accessing or using the Platform, you agree to the collection and use of information in accordance with this Privacy Policy. If you do not agree with our policies and practices, please do not use the Platform.
2. Information We Collect
Summary Box
We collect account data, profile details, service tickets, and job completion data directly from you, as well as usage and device metadata automatically.
We collect information depending on your role on the Platform and how you interact with it.
2.1 Information You Provide Directly
| Category | Examples |
|---|---|
| Account & identity data | Name, email address, phone number, password, job title, organization name |
| Profile data | Skills, availability status, profile photo, address |
| Ticket/service data | Customer name, phone number, job-site address or map pin, issue description, service category, priority level, attachments/photos |
| Job completion data | Notes, remarks, expense amounts, payment confirmation, before/after photos, digital signatures |
| Communications | Messages sent via WhatsApp integration, SMS, in-app chat, or support requests |
| Feedback | Ratings, reviews, and comments submitted by customers |
| Billing information | Subscription plan, billing address, payment details (processed by our third-party payment gateway; we do not store full card numbers) |
2.2 Information Collected Automatically
- Device information: device type, operating system, browser type, unique device identifiers
- Usage data: pages/screens viewed, features used, actions taken, timestamps, session duration
- Log data: IP address, access times, error logs, login attempts
- Cookies and similar technologies: used on our web dashboard for authentication, session management, and analytics (see Section 9)
2.3 Information from Third Parties
- Data submitted through integrations such as WhatsApp Business API, web forms, or API integrations used by customers to raise service requests
- Information from payment gateway providers relating to transaction status
- Information from Google Maps API used for navigation and address verification
3. How We Use Your Information
Summary Box
We process your data to operate ProTask, assign and track service tickets, enable technician navigation, manage billing, and maintain secure audit logs.
We use the information we collect to:
- Create and manage user accounts and organization workspaces
- Provide core platform functionality: ticket creation, assignment, tracking, and closure
- Enable auto-assignment, SLA tracking, and workflow automation
- Send notifications (push, SMS, WhatsApp, email) related to ticket status, assignments, and reminders
- Enable technicians to navigate to the job-site location submitted by the customer
- Generate reports, analytics, and performance dashboards for administrators
- Process subscription billing and manage payments
- Maintain audit logs of critical actions for security and compliance
- Detect, investigate, and prevent fraud, abuse, or security incidents
- Respond to support requests and communicate with users
- Improve, test, and develop new features
- Comply with legal obligations
We do not sell personal information to third parties.
4. Legal Basis for Processing
Summary Box
For users in the EEA/UK, we process data based on contractual performance, legitimate business interest, compliance with legal obligations, or your explicit consent.
Where applicable data protection law requires it, we process personal data under the following legal bases:
- Performance of a contract: to provide the Platform and fulfill our contractual obligations to your organization
- Legitimate interests: to secure the Platform, troubleshoot issues, improve our services, and prevent fraud
- Consent: for optional features such as marketing communications or push notifications, where explicitly required
- Legal obligation: to comply with auditing, regulatory guidelines, and applicable statutory laws
6. Data Retention
Summary Box
We store personal data for as long as your workspace subscription is active, plus standard backup and compliance window periods.
We retain personal data for as long as necessary to provide the Platform and fulfill the purposes described in this Policy, including:
- For the duration of your organization's active subscription, plus a reasonable period afterward for backup, dispute resolution, and legal compliance.
- Audit logs and communication records may be retained for longer periods where required for security, compliance, or legal purposes.
- Upon request, and subject to legal and contractual obligations, we will delete or anonymize personal data that is no longer required (see Section 8).
Specific retention periods may vary by organization plan and applicable local law.
7. Data Security
Summary Box
Your data is protected with bcrypt/argon2 hashing, role-based access control, multi-tenant database isolation, rate-limiting, and transit/at-rest encryption.
We implement industry-standard technical and organizational measures to protect your information, including:
- Encrypted password storage using modern hashing algorithms (bcrypt/argon2).
- Secure authentication protocols (JWT/OAuth), with optional Multi-Factor Authentication (MFA).
- Role-based access control (RBAC) and organization-level data isolation in our multi-tenant architecture.
- Encryption of data in transit (TLS 1.3) and, where applicable, at rest.
- Rate limiting and monitoring to prevent unauthorized access and brute-force attacks.
- Immutable audit logs of critical account and database actions.
- Regular automated backups and a secure disaster recovery plan.
Please note that no method of transmission or storage is 100% secure. While we strive to protect your information, we cannot guarantee absolute security.
8. Your Rights and Choices
Summary Box
Depending on your region, you have the right to access, edit, delete, port, or restrict your personal data. End-user requests are routed via your workspace admin.
Depending on your location and applicable law (such as the GDPR or India's DPDP Act), you may have the right to:
- Access the personal data we hold about you.
- Correct inaccurate or incomplete data.
- Delete your personal data ("right to be forgotten"), subject to legal and contractual limitations.
- Restrict or object to certain processing activities.
- Request data portability — receive your data in a structured, machine-readable format.
- Withdraw consent at any time, where processing is based on consent (e.g., marketing communications).
- Lodge a complaint with your local data protection authority.
To exercise these rights, contact us using the details in Section 15. If you are a Technician, Customer, or other end user, some requests may need to be routed through your organization's administrator, as they act as the primary data controller for data submitted through the Platform.
10. Location Data
Summary Box
Customers may share a job-site address or map pin when submitting a service request. This is visible to the assigned technician for navigation. We do not collect or track the device location of technicians, admins, or any other user.
When a customer submits a service request, they may provide the job location as an address or map pin. This location is shared with the assigned technician solely to support navigation to the job site. ProTask does not access, collect, or track the device location of technicians, admins, or any other platform user — there is no GPS tracking, live field tracking, or background location monitoring anywhere on the Platform.
11. Children's Privacy
Summary Box
ProTask is a professional workforce SaaS and does not knowingly collect or target information from children under 16.
The Platform is intended for business use by employees, contractors, and customers of our client organizations and is not directed at children under 16. We do not knowingly collect personal information from children. If we become aware that we have inadvertently collected such information, we will take steps to delete it.
12. International Data Transfers
Summary Box
Data may be processed across global server zones. We employ Standard Contractual Clauses (SCCs) to ensure safe transit and storage.
Your information may be processed and stored in countries other than your own, including where our cloud infrastructure providers operate data centers. Where required, we implement appropriate safeguards (such as standard contractual clauses) to ensure your data receives an adequate level of protection regardless of where it is processed.
13. Third-Party Integrations
Summary Box
We interface with providers like WhatsApp, Google Maps, and payment gateways. Usage of these integrations is bound by their respective privacy terms.
The Platform integrates with third-party services, including WhatsApp Business API, SMS gateways, email providers, Google Maps API, and payment gateways. Your use of these integrations is also subject to the respective third party's privacy policy. We encourage you to review those policies to understand how your data is handled.
14. Changes to This Privacy Policy
Summary Box
We may update this policy periodically. We will alert you of material updates by posting the changes here and updating the revision date.
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. We will notify users of material changes by posting the updated policy on this page and updating the "Last Updated" date. Continued use of the Platform after changes take effect constitutes acceptance of the revised policy.
15. Contact Us
Summary Box
For inquiries regarding your personal data or security rights, please contact TTRACKTECH SOFTWARE support team directly.
If you have questions, concerns, or requests regarding this Privacy Policy or your personal data, please contact us at:
To request deletion of your account or personal data, visit our Account & Data Deletion page.