Back to Help Desk

Privacy Policy

Effective July 13, 2026 (rev. 1) · 986 Help Desk (internal beta)

1. Scope

This policy explains what information the 986 Help Desk collects and how it is used. The Help Desk is an internal tool for 986 Enterprise employees and affiliates.

2. Information we collect

  • Account details — your name, email, store, department, and role/title.
  • Activity — tickets, comments, assignments, and other actions you take.
  • Technical data — sign-in timestamps, IP address, internet provider (ISP) and approximate location derived from it, and browser/device information, captured for security, auditing, and troubleshooting.
  • Contact details — email and (optionally) mobile number, used to send you notifications.

3. How we use it

  • Operate the Help Desk — create, route, and assign tickets.
  • Send notifications by email and, where a number is on file, text message.
  • Maintain security and an audit trail of sign-ins and changes.
  • Protect the system — detect and investigate phishing attempts, cyber attacks, suspicious or unusual sign-ins, and account misuse (for example, comparing the IP address, ISP, and approximate location of a sign-in).
  • Diagnose issues and improve the system while it is in beta.

4. Passwords

Your password is stored in encrypted (hashed) form by our authentication provider. It is never visible to IT, administrators, or any other user. If you need access restored, IT can trigger a password reset — which sets a new password you then change — but at no point can anyone view your existing password.

5. IT Oversight

IT may use a read-only Oversight mode to view the system as it appears to a given user, in order to troubleshoot and improve it during beta. Oversight does not expose your password and is recorded in the audit log. See Section 4 of the Terms & Conditions.

6. Service providers

We use trusted providers to run the system: Supabase (database, auth, and hosting), Resend (email delivery), and Twilio (text messages). IP addresses may be checked against a geolocation service for security review. We do not sell your information, and it is not shared outside 986 except with these providers as needed to run the Help Desk.

7. Retention

Account and ticket data is kept for as long as needed to operate the Help Desk. Security and audit records (sign-ins, IP addresses, changes) are retained to support investigations and system integrity.

8. Contact

Questions or requests about your information? Contact Edmond at edmond.j@986pharmacy.com.