Privacy Policy

Last updated: 26 August 2026

Crucial Technology Pty Ltd (“Crucial Technology,” “we,” “us”) operates the Crucial Support mobile application (“the App”). This policy explains what information the App collects, how it’s used, and how it’s protected.

Information we collect

Account information

• Name, phone number, and email address, as held in our service management system (Gorelo) for your organisation’s account with us.
• A one-time login code sent to you directly by Crucial Technology to verify your identity when you first set up the App.

Support ticket data

• The content of support tickets you submit, including titles, descriptions, and any comments or replies you send through the App.
• Ticket status, priority, and related metadata associated with your organisation’s support requests.

Device information

• A device push notification token (used solely to deliver notifications about your support tickets).
• Basic technical information such as app version and device type, for troubleshooting purposes.

How we use this information

We use the information collected solely to:

• Authenticate you and maintain your login session.
• Display your organisation’s support tickets and conversation history.
• Allow you to submit new support requests and reply to existing ones.
• Send push notifications when there is a new response to your ticket.
• Provide and improve our IT support services to your organisation.

We do not use your information for advertising, and we do not sell or rent your information to third parties.

How information is stored and shared

• Ticket and account data is stored in our service management platform (Gorelo) and on servers operated by Crucial Technology.
• Push notifications are delivered via Google’s Firebase Cloud Messaging service, which receives only a device token — not the content of your messages.
• Your information is only accessible to Crucial Technology staff involved in providing IT support to your organisation, and is not shared with other clients.
• If you access the App as part of a workplace or organisational account, your employer or organisation may have visibility of tickets submitted under that account, consistent with how our support services are provided to them.

Data retention

We retain ticket and account information for as long as necessary to provide support services and to meet our record-keeping obligations. If your access to the App is revoked (for example, if you leave your organisation), your login credentials are deactivated; historical ticket records may be retained as part of your organisation’s ongoing service records.

Your rights

You may request access to, correction of, or deletion of your personal information by contacting us using the details below. Note that some information may need to be retained where required by law or for legitimate business record-keeping.

Security

We take reasonable steps to protect your information, including encrypted storage of login credentials on your device and encrypted transmission (HTTPS) between the App and our servers. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

Children’s privacy

The App is intended for use by adult contacts of our business clients and is not directed at children. We do not knowingly collect information from children.

Changes to this policy

We may update this policy from time to time. Material changes will be reflected with an updated “Last updated” date above.

Contact us

If you have questions about this privacy policy or how your information is handled, contact: