Privacy Policy

1. Introduction

This Privacy Policy describes how NineGravity (“we,” “us,” or “our”), a registered firm based in Ahmedabad, Gujarat, India, collects, uses, stores, and protects information through TicketPro (“Service,” “Platform”), accessible at https://ticketpro.to.

TicketPro is a product of NineGravity. By using the Service, you agree to the collection and use of information as described in this policy. If you do not agree, do not use the Service.

This policy applies to all users of the Service, including Admins, Agents, and Clients.

2. Information We Collect

2.1 Information You Provide Directly

When you create an account, use the Service, or contact us, we may collect:

• Account information: Name, email address, organization name, and password.
• Billing information: Payment details, billing address, and plan selection. Payment processing is handled by our third-party payment provider. We do not store full credit card or payment instrument numbers on our servers.
• Ticket and workspace data: Tickets, projects, categories, comments, priority settings, status updates, user assignments, and any other content you submit within the Service.
• Communication data: Messages you send to us through email, support channels, or contact forms on our website.
• Newsletter subscription data: Email address, if you opt in to our mailing list through the website.

2.2 Information Collected Automatically

When you access the Service, we may automatically collect:

• Device and browser information: Device type, operating system, browser type, browser version, and screen resolution.
• Usage data: Pages visited, features used, clicks, session duration, and interactions within the Service.
• Log data: IP address, access timestamps, referring URLs, and error logs.
• Cookies and similar technologies: We use cookies and similar tracking technologies to maintain sessions, remember preferences, and understand how the Service is used. See Section 8 for details.

2.3 Information from Third Parties

We may receive limited information from third-party services we use for authentication, payment processing, or analytics. This information is limited to what is necessary to provide the Service.

3. How We Use Your Information

We use the information we collect for the following purposes:

• To provide and operate the Service: Creating and managing your account, processing tickets, enabling collaboration, delivering notifications, and maintaining your workspace.
• To process payments: Managing subscriptions, billing, invoicing, and payment processing for paid plans, as set out in our Payment Terms.
• To communicate with you: Responding to inquiries, sending transactional emails (account confirmations, password resets, billing receipts), and providing support.
• To improve the Service: Analyzing usage patterns, identifying performance issues, debugging errors, and developing new features.
• To ensure security: Detecting and preventing fraud, unauthorized access, abuse, and technical issues.
• To comply with legal obligations: Meeting requirements under applicable Indian law and responding to lawful requests from authorities.
• To send product updates: Notifying you of material changes to the Service, pricing updates, or new features. These are transactional and operational communications, not marketing.
• To send marketing communications: Only if you have opted in. You can unsubscribe at any time.

We do not use your data for purposes unrelated to operating and improving the Service.

4. Legal Basis for Processing

We process your information based on:

• Contractual necessity: Processing required to provide the Service you have signed up for, as described in our Terms and Conditions.
• Legitimate interest: Processing necessary for the operation, security, and improvement of the Service, where our interests do not override your rights.
• Consent: Where you have given explicit consent, such as subscribing to marketing communications or opting into cookies.
• Legal obligation: Where processing is required to comply with applicable law.

Under the Digital Personal Data Protection Act, 2023 (DPDPA), where applicable, we process personal data based on consent or legitimate uses as defined under the Act.

5. How We Share Your Information

We do not sell your personal data to third parties.

We may share your information only in the following circumstances:

5.1 Service Providers

We use third-party service providers to help operate the Service. These may include providers of:

• Cloud hosting and infrastructure
• Payment processing
• Email delivery
• Analytics
• Error monitoring

These providers access your data only to the extent necessary to perform their functions and are contractually obligated to protect it.

5.2 Within Your Workspace

TicketPro is a collaborative platform. Information you submit within a workspace (tickets, comments, status updates, assignments) is visible to other users in the same workspace based on their role permissions:

• Admins can see all workspace activity.
• Agents can see tickets assigned to them and related comments.
• Clients can see their own tickets and responses.

5.3 Legal Requirements

We may disclose your information if required to do so by law, regulation, legal process, or government request, or if we believe disclosure is necessary to protect our rights, the safety of our users, or the public.

5.4 Business Transfers

If NineGravity is involved in a merger, acquisition, or sale of assets, your information may be transferred as part of that transaction. We will notify you before your information becomes subject to a different privacy policy.

6. Data Storage and Security

6.1 Where We Store Data

Your data is stored on cloud infrastructure provided by third-party hosting services. Servers may be located in India or in other jurisdictions. Where data is stored outside India, we ensure that appropriate safeguards are in place in accordance with applicable law.

6.2 Security Measures

We implement reasonable technical and organizational measures to protect your data against unauthorized access, alteration, disclosure, or destruction. These measures include, but are not limited to:

• Encryption of data in transit (TLS/SSL)
• Access controls and role-based permissions
• Regular security reviews
• Secure password storage (hashing)

No system is completely secure. While we take reasonable precautions, we cannot guarantee absolute security of your data. You are responsible for maintaining the security of your account credentials.

6.3 Data Retention

We retain your data for as long as your account is active or as needed to provide the Service.

Upon account termination or deletion, we will retain your data for up to 90 days to allow for data export or recovery. After this period, your data will be permanently deleted from our active systems.

Residual copies in encrypted backups may persist for a limited period and will be deleted in the normal course of backup rotation. These copies are not actively used or accessed.

We may retain certain information beyond these periods where required by law or to resolve disputes.

7. Your Rights

Depending on your jurisdiction, you may have the following rights regarding your personal data:

• Access: Request a copy of the personal data we hold about you.
• Correction: Request correction of inaccurate or incomplete personal data.
• Deletion: Request deletion of your personal data, subject to our legal obligations and legitimate interests.
• Data portability: Request your data in a structured, machine-readable format.
• Withdraw consent: Where processing is based on consent, withdraw that consent at any time. Withdrawal does not affect the lawfulness of processing carried out before the withdrawal.
• Object to processing: Object to processing based on legitimate interests, where applicable.
• Nominate: Under the DPDPA, you may have the right to nominate another person to exercise your rights in the event of your death or incapacity.

To exercise any of these rights, contact us at hello@ticketpro.to. We will respond within a reasonable timeframe, not exceeding 30 days from the date of your request.

We may ask you to verify your identity before fulfilling your request.

8. Cookies and Tracking Technologies

We use cookies and similar technologies for the following purposes:

• Essential cookies: Required for the Service to function, including session management and authentication. These cannot be disabled without breaking core functionality.
• Analytics cookies: Used to understand how the Service is used, which features are popular, and where errors occur. This helps us improve the Service.
• Preference cookies: Used to remember your settings and preferences within the Service.

We do not use advertising or third-party tracking cookies for behavioral targeting.

You can manage cookie preferences through your browser settings. Disabling essential cookies may prevent you from using the Service.

9. Children’s Privacy

The Service is not directed at individuals under the age of 18. We do not knowingly collect personal data from children.

If we become aware that we have collected personal data from a child without appropriate consent, we will take steps to delete that data promptly.

If you believe a child has provided us with personal data, contact us at hello@ticketpro.to.

10. Third-Party Links

The Service may contain links to third-party websites or services. We are not responsible for the privacy practices or content of those third parties. We encourage you to read the privacy policies of any third-party services you access.

11. Multitenant Architecture and Data Isolation

TicketPro is a multitenant SaaS platform. This means multiple organizations use the same underlying infrastructure.

Your workspace data is logically isolated from other organizations’ data. Users in one workspace cannot access data belonging to another workspace unless explicitly authorized.

12. International Users

TicketPro is operated from India. If you access the Service from outside India, your data may be transferred to, stored in, and processed in India or in other jurisdictions where our service providers operate.

By using the Service, you consent to this transfer. We take reasonable steps to ensure that your data receives an adequate level of protection regardless of where it is processed.

13. Data Processing on Behalf of Organizations

When an organization uses TicketPro, the organization (the Admin or account owner) acts as the data controller for the data submitted to its workspace. NineGravity acts as a data processor, processing data on behalf of the organization to provide the Service.

If you are an Agent or Client within an organization’s workspace, your rights regarding data submitted in that workspace should be directed first to the organization that manages the workspace. For data related to your TicketPro account itself, you may contact us directly.

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. When we make material changes, we will update the “Last Updated” date at the top of this page.

Where practical, we will notify you of material changes through the Service or by email. Your continued use of the Service after the updated policy takes effect constitutes your acceptance of the changes.

We encourage you to review this policy periodically.

15. Grievance Officer

In accordance with the Information Technology Act, 2000 and the rules made thereunder, the details of the Grievance Officer are as follows:
Email: admin@ninegravity.com
Address: NineGravity, Ahmedabad, Gujarat, India

The Grievance Officer will acknowledge your complaint within 72 hours and resolve it within 15 days from the date of receipt, as required under applicable Indian law.

16. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, contact us at:

Ninegravity
Ahmedabad, Gujarat, India
Email: hello@ticketpro.to
Website: https://ticketpro.to