Privacy policy

1. Data controller

Controller

Appup

Address

12 rue des Entrepreneurs, 90120 Morvillars, France

Phone

+33 6 59 51 27 28

SIRET

130 841 935 00013

2. What the app is for

The app lets Appup clients follow their support requests (tickets), reply to them, view documents shared by the Appup team and receive notifications. The Appup team uses it to handle these requests.

Accounts are created by the Appup team. The app contains no advertising, no purchases, no analytics, and does not track your activity across other apps or websites.

3. Data processed

Account data: first and last name, email address, phone number, language and the projects you belong to. The Appup team enters this data when creating the account.

Sign-in: your email address and password are sent encrypted to the Appup server, which stores the password as a hash, never in plain text. The app only keeps a session token in the device's secure keychain. Failed sign-in attempts are counted to temporarily lock the account in case of abuse.

Support requests: titles, descriptions, messages, statuses and urgency levels of the tickets you create or reply to.

Attachments: the photos and files you choose to attach to a ticket. The app only accesses the camera, your photos or your files when you decide to attach something, and only sends the selected items.

Voice messages: if you choose to dictate a ticket or a reply, the app records your voice only while you use the microphone button, in the foreground. Its written transcript is inserted into the message, which you review before sending. The recording itself is kept, attached to the request: the Appup team can listen to it to better understand your request (tone, details, words transcribed incorrectly) and handle it more efficiently. You can also replay it from the ticket. Dictation is optional: you can always type. It relies on your consent, asked before your first dictation; you can withdraw it at any time from the Account tab, under “Voice dictation”.

Documents: the documents and invoices the Appup team makes available for your project. Viewing a document is logged.

Notifications: your account's notification history and, if you allow them, the device's notification token, its operating system (iOS or Android), the app version and your language.

4. Purposes and legal basis

This data is used solely to provide the support service: handle your requests, keep you informed of their progress, give you access to your documents and secure access to your account.

Processing is based on the performance of your contract with Appup and on Appup's legitimate interest in securing its service. Push notifications are based on your consent, which you can withdraw at any time in the device settings. Voice dictation, the transcription of your recordings by OpenAI and the retention of these recordings to handle your requests are also based on your consent, which you can withdraw from the Account tab.

Your data is neither sold nor transferred to third parties for commercial purposes.

5. Recipients and processors

Data is processed by the Appup team and by the technical providers strictly required for the service, acting only on our instructions:

OVH (France): hosting of the server and database.

Amazon Web Services, Paris region: storage of attachments and documents, only reachable through temporary links issued after checking your rights.

Brevo: delivery of notification emails.

OpenAI: transcription of the voice messages you dictate. The recording is sent to it by the Appup server for transcription only; this processing may take place outside the European Union, under the safeguards set out in the data processing agreement.

Apple (Apple Push Notification service) and Google (Firebase Cloud Messaging): delivery of push notifications to your device. The title and a short excerpt of the notification pass through these services.

Telegram: internal notifications for the Appup team, which may include the content of a request so it can be handled quickly.

6. Retention

Account data, support requests, attachments and documents are kept for the duration of the contractual relationship, then archived or deleted in accordance with applicable legal retention periods.

Voice recordings are kept with the ticket they are attached to, so the Appup team can listen to them while handling the request and following up on it, for the same period as the ticket. Withdrawing your consent to dictation stops future recordings; recordings already sent remain attached to their tickets, and you can ask Appup to delete them. They are deleted together with your account.

The notification token is deactivated when you sign out of the app, or as soon as Apple or Google reports it as invalid: no further notifications are sent to that device. The session token is erased from the device when you sign out; it is valid for 30 days and renewed when you use the app.

7. Security

Communication between the app and the server is encrypted (HTTPS). Attachments and documents are stored in a private space and only open through a short-lived link. Every access is checked: you only see the projects you belong to.

8. Your rights

You have the right to access, rectify, erase, restrict, object to and port your data, and to withdraw your consent at any time.

You can request the deletion of your account directly from the app (Account, then “Delete my account”): the Appup team deletes the account and its associated data within one month and confirms it by email. To exercise your other rights, or if you can no longer access the app, contact Appup by phone at +33 6 59 51 27 28 or at the postal address above. You may also lodge a complaint with the CNIL (www.cnil.fr).

9. Device permissions

Camera: to take a photo to attach to a ticket, only when you ask for it.

Photos: to pick a screenshot or image to attach, only the items you select.

Microphone: to dictate a ticket or a reply, only during the recording you start, with the app open. Nothing is recorded in the background.

Notifications: to be notified when a ticket changes. You can turn them off at any time in the device settings.