Privacy Policy — BENED Support

BENED SUPPORT — PRIVACY POLICY
Effective Date: March 1, 2026
Last Updated: March 1, 2026

BENED LLC ("BENED", "we", "us", or "our")
Glendale, Arizona
support@bened.works

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1. INTRODUCTION

This Privacy Policy describes how BENED collects, uses, stores,
and protects your personal information when you use the BENED
Customer Support system at support.bened.works ("Service").

We are committed to protecting your privacy and handling your
data in a transparent, responsible manner.

2. INFORMATION WE COLLECT

2.1 Account Information (from BENED SSO / Keycloak):
- Name (given name, family name, display name)
- Email address
- Keycloak user ID (UUID)
- Profile picture URL (if set)

2.2 Information You Provide:
- Phone number (optional, for urgent contact)
- Ticket subjects, descriptions, and messages
- File attachments uploaded to tickets
- Notification preferences

2.3 Automatically Collected Information:
- IP address
- Browser user agent string
- Session identifiers (cookies)
- Timestamps of actions (ticket creation, messages)

2.4 Consent Metadata (when agreeing to legal documents):
- IP address at time of consent
- Browser user agent
- Screen resolution, timezone, language, platform
(browser fingerprint — for legal record-keeping only)
- Timestamp of agreement

3. HOW WE USE YOUR INFORMATION

We use the information collected to:
a) Provide and maintain the support ticket Service
b) Authenticate your identity and manage your session
c) Communicate with you about your support tickets
d) Send email notifications based on your preferences
e) Improve the Service and user experience
f) Comply with legal obligations
g) Prevent fraud and ensure Service security
h) Maintain legally required consent records

4. DATA STORAGE AND SECURITY

4.1 Database: Your account and ticket data are stored in a
PostgreSQL database hosted on our secure server infrastructure
at 74.208.126.126 (IONOS VPS, US-based).

4.2 File Storage: Uploaded attachments are stored on Backblaze B2
cloud storage (US West region) and served via CDN.

4.3 File Scanning: All uploaded files are scanned for malware
using ClamAV before being stored.

4.4 Encryption: All data in transit is encrypted via TLS 1.2+
(HTTPS). Database connections use encrypted channels.

4.5 Access Control: Only authenticated users can access their
own tickets. Staff access is restricted to authorized
BENED team members.

5. DATA SHARING

5.1 We do NOT sell your personal information to third parties.

5.2 We may share your information with:
- BENED ecosystem services (via internal APIs) for:
• Identity verification (account.bened.works)
• Consent record storage (mfa.bened.works)
• Profile synchronization across BENED apps
- Service providers who assist in operating the Service:
• Backblaze (file storage)
• Let's Encrypt (SSL certificates)
• IONOS (server hosting)
- Law enforcement, when required by valid legal process

5.3 All BENED ecosystem services are operated by BENED LLC
and share the same infrastructure.

6. COOKIES AND SESSIONS

6.1 We use session cookies to maintain your authenticated
session. These cookies are:
- Session name: BENED_SUPPORT_SESSION
- HttpOnly, Secure, SameSite=Lax
- Expire when the browser session ends or after
Keycloak token expiration

6.2 We do NOT use tracking cookies, advertising cookies,
or third-party analytics cookies.

6.3 We use Umami (self-hosted at analytics.bened.works) for
privacy-respecting, cookie-free analytics.

7. DATA RETENTION

7.1 Active Tickets: Retained for the duration of the ticket
lifecycle and for 3 years after resolution.

7.2 Closed Tickets: Retained for 3 years after closure for
reference and legal compliance.

7.3 User Accounts: Retained as long as your BENED Account is
active. Deactivated accounts are purged after 1 year.

7.4 Uploaded Files: Retained alongside their associated
tickets per the retention periods above.

7.5 Consent Records: Retained indefinitely as legally required
proof of agreement acceptance.

7.6 Server Logs: Retained for 90 days for security and
debugging purposes.

8. YOUR RIGHTS

You have the right to:
a) Access: Request a copy of the personal data we hold about you
b) Correction: Request correction of inaccurate data
c) Deletion: Request deletion of your data (subject to legal
retention requirements and open ticket constraints)
d) Portability: Request your data in a structured, common format
e) Objection: Object to processing of your data in certain
circumstances
f) Withdraw Consent: Withdraw consent for optional data
processing (e.g., notification preferences) at any time

To exercise these rights, contact us at support@bened.works or
submit a ticket with category "Data / Privacy".

9. CHILDREN'S PRIVACY

The Service is not intended for children under 13 years of age.
We do not knowingly collect personal information from children
under 13. If we learn that we have collected information from
a child under 13, we will delete it promptly.

10. CHANGES TO THIS POLICY

We may update this Privacy Policy from time to time. Changes
will be posted to the Service with an updated "Last Updated"
date. Your continued use of the Service after changes
constitutes acceptance of the updated policy.

For material changes, we will notify you through the Service
or by email before the changes take effect.

11. INTERNATIONAL USERS

The Service is operated from the United States. If you access
the Service from outside the US, you understand that your
information will be transferred to and processed in the
United States, which may have different data protection laws
than your jurisdiction.

12. CONTACT US

For privacy-related questions or concerns:
Email: support@bened.works
Web: https://support.bened.works

For data-related requests, you can also submit a ticket at
support.bened.works with category "Data / Privacy".

🔒 Privacy Policy