Privacy Policy » ProRedLine

Effective Date: 18 May 2025 (18/05/2025)
Last Updated: 18 May 2025 (18/05/2025)

At ProRedLine, we value your privacy. This policy explains how we collect, use, and protect your personal information.

1. Data We Collect

Account Information: Name, address, email, phone number (optional), and IP address.
Order Information: Payment details and order history.
Usage Data: Information on server usage and interactions with our dashboard.
Cookies: We use cookies to improve your experience and collect data on your website usage for analytics. You can manage your cookie settings through your browser settings.
Support-related Data:
- Encrypted login data submitted voluntarily by the customer for troubleshooting purposes.
- Ticket metadata such as timestamps, status changes, and PDF downloads.
- Satisfaction survey responses, linked to the customer’s name and support ticket for internal service quality evaluation.
Profile Images: You may optionally upload a profile image associated with your account.
Account & Login: Creating and accessing an account is only possible via my.proredline.com.

We collect and process data solely from customers within the European Union. If you are located outside the EU, we kindly request that you refrain from using our services.

2. How We Use Your Data

To process orders and payments.
To provide customer support.
To improve our services.
To comply with legal obligations.
To process support tickets, including replies sent via email (email piping).
To store encrypted credentials for technical diagnosis during support cases.
To assess and improve the quality of our support services based on linked customer feedback.
To generate downloadable PDF reports of tickets for personal reference.

3. Legal Basis for Processing

Performance of a contract (e.g., providing services).
Compliance with legal obligations.
Legitimate interests (e.g., improving services).

4. Data Protection

We implement firewalls, antivirus software, and secure storage to protect your data.
Data is retained only as long as necessary for legal and operational purposes.
In the event of a data breach, affected customers will be notified within 72 hours.
Encrypted Credentials Storage:
- Credentials shared through the ticket system are encrypted before storage and can only be accessed by authorized personnel. They are used exclusively for resolving the related ticket and are purged after resolution or cancellation of said ticket.

5. Data Retention Periods

We retain your data for the following periods:

Inactive accounts: Retained for 12 months.
Pending orders: Retained for 7 days.
Failed orders: Retained for 7 days.
Cancelled orders: Retained for 60 days.
Completed orders: Retained for 7 years.
Stripe data: Retained for 7 years.
Personal support ticket details: Retained for 12 months.
Deleted support tickets: Retained for 30 days.
Encrypted credentials: Retained until the ticket is marked as ‘closed’ or ‘cancelled’.
Satisfaction survey responses: Satisfaction survey responses are stored in connection with your name and ticket ID for a period of 12 months. After 12 months, all personal identifiers (such as name, email, and IP addresses) are removed, and the feedback is anonymized for statistical purposes.
Ticket PDFs (user/agent-generated): Ticket PDFs (user/agent-generated): Not stored by ProRedLine. These documents are generated only upon the user’s request. If the user is unable to download the ticket summary, support agents may generate and send the PDF via email upon request. The PDF will not be stored by ProRedLine or its staff after it has been sent, unless explicit consent is provided by the customer for temporary retention (e.g., for follow-up purposes).

All data will be either deleted or anonymized once the retention period has expired.

6. Your Rights

Access, correct, or delete your personal data.
Withdraw consent for data processing at any time.
File a complaint with a data protection authority.

7. Sharing Data

We do not share your data with third parties except for essential service providers (e.g., payment processors like Stripe). These third parties act as data processors and are bound by strict confidentiality agreements.

8. Children’s Privacy

Our services are not intended for individuals under the age of 16. We do not knowingly collect data from children.

9. Data Access and Deletion Requests

You can request access to or deletion of your personal data at any time by opening a ticket at support.proredline.com.
Use the appropriate category:

Export Personal Data Request — for an overview of stored data.
Erase Personal Data Request — to delete your data across all ProRedLine systems (except data we are legally required to retain).

Requests are processed manually and carefully.
Once confirmed:

Deletion or export will begin as soon as possible
Requests will be completed within 30 days, unless there is an active subscription that must be concluded first

10. International Data Transfers

Your personal data may be transferred to countries outside the European Economic Area (EEA) for processing by service providers, including payment processors. We ensure that such transfers comply with applicable laws and that appropriate safeguards are in place to protect your data.

11. Data Analysis and Monitoring

We may monitor network traffic and server activities to ensure the security and integrity of our services, as well as to comply with legal obligations.
Any personal data obtained during monitoring will be processed in accordance with applicable privacy laws and used solely for security purposes.

12. Use of Our Mobile App

Our mobile app is managed by ProRedLine and provides the following features:

Displaying web pages
Local data storage via local DataBase (TinyDB)
Push notifications (if enabled)

12a. What Data Do We Collect?

When using our app, we may process the following data:

Device ID (for notifications, if enabled)
IP address (if a web page records it)
User preferences (stored in TinyDB, only locally on the device)

We do not collect any personal data, unless the user manually enters it in the app or on a web page.

12b. Why Do We Collect This Data?

To ensure the app functions properly
To send notifications (if allowed)
To remember user preferences (via TinyDB)

12c. Permissions & User Rights

By installing and using the app, the user grants permission for the processing of this data.
Users have the right to:

View, correct, or delete their data
Withdraw consent for notifications via the app settings

12d. Use of Third-Party Services

Our app may load web pages that use third-party services (such as cookies and tracking). We recommend reading the privacy policy of these services.

12e. Data Storage & Security

All user data stored by the app remains local on the user’s device via TinyDB. We do not store any app data on external servers.

12f. How to Delete Your App Data

Users have the ability to delete their app data at any time. This can be done in two ways:

Within the App
You can delete your data by going to the app settings. Here, you will find the option to clear app data. This will remove all locally stored information, such as preferences and settings saved in TinyDB.
Via Android Settings
You can also delete the app’s data through your Android device’s settings. To do this:
– Go to Settings on your device
– Tap on Apps or App Management
– Find and select the “ProRedLine” app
– Tap Storage
– Choose Clear Data or Clear Storage to remove all data associated with the app

This does not affect data stored on ProRedLine systems such as account details, which can be erased through a support request as described in section 9.

13. Changes to the Privacy Policy

ProRedLine reserves the right to modify this Privacy Policy at any time. Changes will be communicated via our website, and continued use of our services constitutes acceptance of the updated policy.

For questions or concerns about this policy, contact us at info@proredline.com.