This Privacy Policy describes how ITFlow (“ITFlow”, “we”, “us”, or “our”) collects, uses, stores, and protects information when you use our IT operations reporting platform at https://itflowapp.com (the “Service”).
ITFlow provides Managed Service Providers (MSPs) with tools to manage clients, import ticketing data, generate AI-powered service reports, and automate report delivery. This Privacy Policy applies to all MSP customers and their authorised users who access the Service.
By creating an account or using the Service, you agree to the collection and use of information as described in this Privacy Policy. If you do not agree with these practices, you should not use the Service.
ITFlow collects information necessary to provide and improve our IT operations reporting platform for Managed Service Providers (MSPs). The types of information we collect include:
Account Information: When you register for an ITFlow account, we collect your name, email address, and company details. This information is used to create and manage your account.
Client Data: You may enter information about your clients, including company names, contact names, email addresses, phone numbers, and addresses, for the purpose of generating service reports.
Ticket Data: You may upload ticketing data exported from your Professional Services Automation (PSA) system. This may include ticket subjects, statuses, priorities, categories, technician assignments, response times, resolution times, and SLA compliance indicators.
Usage Data: We automatically collect information about how you interact with ITFlow, including your IP address, browser type, device information, pages visited, and timestamps of your activity within the platform.
Subscription Information: When you subscribe to a paid plan, we collect billing-related information. Payment card data is processed securely by Stripe and is never stored on ITFlow servers.
ITFlow uses the information we collect for the following purposes:
To provide, operate, and maintain the ITFlow platform, including client management, ticket data analysis, and AI-powered report generation.
To process your subscription payments and manage your billing account through Stripe.
To send you service reports, notifications about your account, important updates about the platform, and responses to your support requests.
To monitor and analyse platform usage to improve performance, reliability, and user experience.
To detect, prevent, and address technical issues, security vulnerabilities, fraud, and other harmful activity.
To comply with our legal obligations under Australian law and protect our rights and the rights of our users.
ITFlow uses artificial intelligence to generate executive summaries and recommendations based on the ticket data you upload. When you generate a report, the following process occurs:
Your ticket data is analysed to calculate key performance indicators (KPIs) including total ticket volume, resolution rates, average response times, SLA compliance, and technician performance.
These KPIs are processed by an AI language model that generates a written executive summary and a list of data-driven recommendations in a professional business tone.
The AI-generated content is based solely on the ticket data you provide and does not incorporate data from other ITFlow users or external sources unless you explicitly enable internet context for a specific generation.
AI-generated content may occasionally contain inaccuracies. You are responsible for reviewing all generated reports before sending them to your clients. ITFlow does not guarantee the accuracy or completeness of AI-generated content.
When you upload ticketing data from your PSA system, the following applies:
The data you upload is stored in your ITFlow account and is associated with the client you assign it to. It is used to calculate KPIs and generate reports for that client.
Ticket data is accessible only to your account. Other ITFlow users cannot view, access, or use your uploaded data.
You retain full ownership of all ticket data you upload. ITFlow does not claim any intellectual property rights over your data.
You are responsible for ensuring that you have the necessary permissions and consents to upload and process the ticket data, including any personal information it may contain, in accordance with applicable privacy laws including the Australian Privacy Act 1988.
You may delete uploaded ticket files and associated ticket records at any time. Deletion is permanent and cannot be undone.
ITFlow integrates with the following third-party services to deliver platform functionality:
Stripe: Processes subscription payments and manages billing. Stripe handles all payment card information in accordance with PCI DSS standards. ITFlow does not store, receive, or transmit your payment card details. Stripe’s privacy policy is available at https://stripe.com/privacy.
Google Workspace: Used for optional authentication via Google Sign-In. When you sign in with Google, ITFlow receives your name and email address from Google. ITFlow does not request access to your Google emails, documents, contacts, or other Google data. Google’s privacy policy is available at https://policies.google.com/privacy.
Resend: Processes outgoing emails on behalf of ITFlow, including AI service report emails delivered to your clients. Resend receives the recipient email address, subject line, and email body content necessary to deliver the email. Resend’s privacy policy is available at https://resend.com/legal/privacy-policy.
Each third-party service operates under its own privacy policy and terms of service. ITFlow encourages you to review the privacy policies of these services. ITFlow is not responsible for the data practices of third-party services once data has been transmitted to them.
ITFlow retains your data for as long as your account is active. The following retention practices apply:
Account data is retained for the duration of your subscription and is deleted within 30 days of account closure or subscription cancellation, unless legal obligations require longer retention.
Client data, ticket files, ticket records, and generated reports are retained until you delete them or close your account. Upon account closure, all associated data is permanently deleted within 30 days.
Report delivery records, including recipient email addresses and delivery status, are retained to provide delivery history and audit trails. These records are deleted when the associated report or client is deleted.
Subscription and billing records are retained for the period required by Australian tax law, which is generally five years from the end of the financial year in which the transaction occurred.
ITFlow implements industry-standard security measures to protect your data:
All data transmitted between your browser and ITFlow servers is encrypted using TLS (Transport Layer Security) encryption.
Account data is isolated at the workspace level, meaning your data is not accessible to other ITFlow users. Each user’s data is scoped to their own account through row-level access controls.
Payment information is processed exclusively by Stripe, which is certified to PCI DSS Level 1. ITFlow never receives or stores your payment card details.
Access to ITFlow systems is restricted to authorised personnel on a need-to-know basis. Internal access is logged and monitored.
While ITFlow takes reasonable measures to protect your data, no method of transmission over the internet or method of electronic storage is completely secure. ITFlow cannot guarantee absolute security.
As an ITFlow user, you have the following rights regarding your personal information, in accordance with the Australian Privacy Act 1988 and the Australian Privacy Principles:
Access: You may request a copy of the personal information ITFlow holds about you.
Correction: You may request that ITFlow correct any personal information that is inaccurate, incomplete, or out of date.
Deletion: You may request that ITFlow delete your personal information. You may also close your account at any time, which will result in the deletion of your data within 30 days.
Data Portability: You may request a machine-readable copy of your personal data for transfer to another service.
Withdrawal of Consent: Where ITFlow processes your personal information based on your consent, you may withdraw that consent at any time.
Complaint: You may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) if you believe ITFlow has mishandled your personal information.
To exercise any of these rights, contact ITFlow at hello@itflowapp.com. ITFlow will respond to your request within 30 days.
ITFlow is a business-to-business platform designed for Managed Service Providers and IT companies. ITFlow is not intended for use by individuals under the age of 18.
ITFlow does not knowingly collect personal information from children. If you believe that a child has provided personal information to ITFlow, please contact us at hello@itflowapp.com and we will take steps to delete that information.
ITFlow may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors.
When we make material changes, we will notify you by email or by displaying a prominent notice within the ITFlow platform prior to the change taking effect.
The date of the most recent revision is displayed at the top of this page. Your continued use of ITFlow after any changes take effect constitutes your acceptance of the updated Privacy Policy.
You are encouraged to review this page periodically to stay informed about how ITFlow protects your information.
If you have any questions, concerns, or requests regarding this Privacy Policy or the handling of your personal information, please contact ITFlow:
Email: hello@itflowapp.com
Website: https://itflowapp.com
ITFlow operates in accordance with the privacy laws of Australia, including the Privacy Act 1988 and the Australian Privacy Principles. For complaints regarding the handling of personal information that ITFlow cannot resolve directly, you may contact the Office of the Australian Information Commissioner at https://www.oaic.gov.au.