Privacy Policy

This policy explains how Galactic Labs Limited ("Deskstar", "we") handles personal data when you use the Deskstar website and help desk service (the "Service"). Deskstar is a support platform: our customers ("Workspaces") connect channels such as Slack, Telegram, email, WhatsApp and Instagram, and Deskstar turns the messages they receive into tracked support dockets.

Who is responsible for what

• Account data (the people who sign in to Deskstar): we are the controller.
• Customer message data (messages, names and contact details of the people who write to a Workspace): the Workspace is the controller and Deskstar is its processor, handling the data only on the Workspace's instructions. If you contacted a company that uses Deskstar, that company is the right place to send requests about your messages.

Data we collect

Account and billing

Name, email address, sign-in details (including Google or Slack sign-in identifiers), role in the Workspace, and billing status. Payments are handled by our billing provider; we don't store card numbers.

Support conversations

Message text, attachments and images, sender names and identifiers, timestamps and thread details from the channels a Workspace connects. For Meta channels this includes:

• WhatsApp: the sender's phone number, profile name, and the messages, media and delivery status exchanged with the Workspace's business number.
• Instagram: the sender's Instagram-scoped ID, username and profile name, and the direct messages and media exchanged with the Workspace's professional account.

We receive this data only for accounts a Workspace administrator has connected to Deskstar. We also store the access tokens needed to send and receive on their behalf.

Usage and technical data

Log data such as IP address, browser type and actions in the console, used to run, secure and debug the Service.

How we use it

• To provide the Service: receive messages, create and group dockets, send replies back to the original channel, apply SLAs and workflows.
• To provide AI features chosen by the Workspace, such as grouping messages, summaries and reading images.
• To bill for the Service, secure it, prevent abuse and give support.
• To meet legal obligations.

We do not sell personal data, and we do not use customer message data for advertising. Data received through Meta's platforms is used only to provide the messaging features a Workspace has asked for, and is not shared with data brokers.

Security

Message content and channel credentials are encrypted at rest, workspaces are logically isolated from one another, access inside a Workspace is controlled by roles, and traffic is encrypted in transit. No system is perfectly secure, and we will notify affected customers of a breach as the law requires.

Service providers we share data with

We use these providers to run the Service, each only for the purpose shown:

• DigitalOcean: application hosting and database.
• Backblaze: storage of attachments and uploaded files.
• Google (Gemini): AI processing for features a Workspace uses.
• Polar: subscription billing and payments.
• Postmark: sending and delivering email.
• Channel platforms (Slack, Telegram, Meta/WhatsApp/Instagram): messages pass through the platforms a Workspace connects, under their own terms and policies.

We may also disclose data where required by law, or to a successor in a merger or sale, with notice to customers.

Retention

We keep data for as long as a Workspace's account is active. After a Workspace is closed, we keep its data for up to five years, for legal, accounting and dispute purposes, and then delete it. Deletion requests described below are handled sooner where the law requires. Backups roll off on their normal cycle.

Deleting your data

• Workspace administrators can disconnect a channel at any time, which stops all further collection from it, and can ask us to delete the Workspace.
• People who messaged a Workspace (including on WhatsApp or Instagram) can ask that Workspace to delete their messages, or email us at privacy@deskstar.support with your phone number or Instagram username and we will delete the associated data or pass the request to the Workspace responsible.
• If you removed Deskstar's access in Instagram or Facebook settings, we stop receiving your data and delete what we hold for that connection on request.

We respond within 30 days.

Your rights

Under the Nigeria Data Protection Act 2023 and other laws that apply to you, you may have the right to access, correct, delete or export your personal data, to object to or restrict processing, and to complain to your data protection authority. Contact us at privacy@deskstar.support.

International transfers

Our providers may process data in countries other than your own. Where required, we rely on appropriate safeguards such as standard contractual clauses.

Children

The Service is for businesses and is not directed to children under 16.

Changes

We'll post updates on this page and change the effective date. For material changes we'll also notify Workspace owners by email.

Contact

Galactic Labs Limited
privacy@deskstar.support