Privacy Policy
Last updated: 2026-09-20
1. Data Collection
We collect and store Ticket and Appeal-related information to deliver and maintain the support service. The following information is collected:
1.1. Ticket Information Collected
- Discord user ID, username, and display name
- Discord profile picture
- Server membership status and role information used to authorize access to Tickets and administrative functions
- Server leave and rejoin events for users with open Tickets
- Ticket message content
- Uploaded assets such as images and files
- Messages forwarded into Tickets
- Ticket metadata (timestamps, message IDs, channel IDs)
- Resources created by Support Staff or the Bot
- Support Staff actions and related metadata (e.g. timestamps, staff user IDs)
- Support Staff metrics for service quality and response tracking
- External resources shared in Tickets, when manually archived by staff for record keeping
When you open a Ticket, we create a limited record containing your Discord user ID, selected Ticket category, Ticket state, and timestamps before asking you to accept this Privacy Policy and the Terms of Service. If you decline, the Ticket is closed and we do not collect message content from you. We do not collect data from users who do not interact with the Bot or Tickets.
1.2. Appeal Information Collected
- Zeppelin case details, listed under section 1.3
- Discord user ID, username, and display name
- Appeal message content
- Response message content
- Uploaded assets such as images and files
- Appeal decision or outcome
- Appeal metadata (timestamps, message IDs, channel IDs)
- Appeal Staff actions and related metadata (e.g. timestamps, staff user IDs)
- External resources shared in Appeals, when manually archived by staff for record keeping
1.3. Zeppelin Information Collected
- Internal case number
- HMAC hashed public case number
- Case type
- Case subject Discord user ID
- Case subject Discord username
- Moderator Discord user ID
- Moderator Discord username
- Moderator supplied case notes
The Bot in no way shares any information with Zeppelin, apart from the necessary read-only API access required for fetching cases.
To comply with Zeppelin's API usage guidelines, we minimize the number of API requests and only fetch case details when necessary, which may result in out-of-date information being displayed temporarily.
2. How We Use Your Data
Your data is used to:
- Create and manage Tickets
- Create and manage Appeals
- Provide support and follow up on requests
- Maintain records of support interactions
- Verify server membership and roles to control access to Ticket transcripts and administrative functions
- Notify Support Staff when a user with an open Ticket leaves or rejoins the server and update that user's Ticket access
- Improve the quality of the service through staff training and performance tracking
- Comply with legal obligations when required
We do not sell your data, use it for targeted advertising, or share it for marketing purposes.
3. Data Retention and Deletion
We retain Ticket data indefinitely unless the user requests its deletion. This includes limited records for Tickets closed because the user declined the Privacy Policy and Terms of Service.
You may request deletion of your data by contacting us using the details in Section 8. We respond to deletion requests and permanently delete the requesting user's data from our systems within 30 days.
We may remove or redact Ticket content if it contains sensitive information or violates our acceptable use policies. We reserve the right to delete any Ticket or content when necessary to protect the service or community.
4. Privacy and Access
Support Staff and other Privileged Users may access Ticket data when they have a legitimate need to do so. Access is limited to authorized personnel and governed by our privacy practices.
You may view past Tickets you created by using the transcript link provided at the conclusion of each Ticket.
Viewing past Tickets, or managing your Appeals requires signing in to Discord using OAuth2. This is necessary to verify your identity and ensure you, and authorized Support Staff can access your Ticket, and Appeal history securely. We do not store any OAuth tokens after the authentication process is complete. OAuth does not grant us access to your Discord account, or any other personal information. We only use the authentication to retrieve your Discord user ID for access control, and securing administrative pages and actions.
You should avoid sharing highly sensitive personal information in Tickets, or Appeals such as passwords, payment details, or private authentication codes.
Although we take reasonable steps to protect your data, no system is completely secure. By using the Bot, you acknowledge and accept this risk.
5. Third-Party Services
The Bot may integrate with third-party services to provide certain features. These services have their own privacy policies and practices.
While we may integrate with third-party services, we do not control their data practices. Please review their privacy policies to understand how your information is handled.
We are not affiliated with any listed third-party services beyond the integrations described above, and hold no special status or privileges which any general individual could not obtain independently.
6. AI and Data Use
We will never use Artificial Intelligence (AI), Machine Learning (ML), or Large Language Models (LLMs) on data collected through the Bot, including message content, assets, or metadata. Your data will not be used to train AI models or any AI development process.
7. Changes to This Policy
We may update this policy at any time. The last updated date at the top of this document will reflect the most recent revision.
If we make a material change, we may also announce it in the State Discord server. Continued use of the Bot after updates means you accept the revised policy.
You can find a changelog of recent updates to this policy in the Privacy Policy Changelog.
8. Contact
If you have questions, concerns, or a data deletion request, contact us on the State Discord Server or by email at state-ticket-support@sylvie.love.