Privacy Policy

1. Introduction

Think Big Technology LLC ("we," "our," or "us") operates an IT support ticketing system that enables communication between our clients and their customers via SMS and email. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our IT support services.

By using our services, you consent to the practices described in this Privacy Policy.

2. Information We Collect

2.1 Information You Provide

• Contact Information: Name, phone number, email address
• Support Ticket Data: Issue descriptions, messages, attachments (images, documents)
• Account Information: Company name, department, location (if provided)

2.2 Information Automatically Collected

• Message Metadata: Timestamps, message delivery status
• Device Information: Phone number, carrier information
• Usage Data: Interaction with our system, response times

3. How We Use Your Information

• Provide IT support services and respond to support requests
• Send SMS and email notifications about ticket status
• Maintain records of support interactions for quality assurance
• Improve our services and train our systems
• Comply with legal obligations and enforce our Terms of Service
• Communicate important service updates and changes

4. SMS and Email Messaging

4.1 SMS Communications

When you contact us via SMS, you consent to receive text messages from Think Big Technology. Message and data rates may apply. We use Twilio as our SMS service provider.

• Opt-Out: Reply STOP to any message to unsubscribe
• Help: Reply HELP to get assistance
• Frequency: Message frequency varies based on support needs

4.2 Email Communications

We send email notifications regarding your support tickets. We use SendGrid as our email service provider.

5. Data Storage and Security

Your information is stored securely using Supabase (PostgreSQL database) hosted on Amazon Web Services (AWS) in the United States. We implement industry-standard security measures including:

• Encryption of data in transit (TLS/SSL)
• Encryption of data at rest
• Access controls and authentication
• Regular security audits

While we implement reasonable security measures, no method of transmission over the internet is 100% secure.

6. Data Retention

We retain support ticket data, including messages and attachments, indefinitely for quality assurance, training purposes, and to maintain historical records. Closed tickets remain accessible but can be archived by administrators.

If you wish to request deletion of your personal information, please contact us at connect@thinkbigtechnology.com. Note that we may be required to retain certain information for legal or business purposes.

7. Third-Party Services

We use the following third-party services:

• Twilio: SMS messaging service (Privacy Policy: twilio.com/legal/privacy)
• SendGrid: Email delivery service (Privacy Policy: sendgrid.com/policies/privacy)
• Supabase: Database and authentication (Privacy Policy: supabase.com/privacy)
• Vercel: Hosting and deployment (Privacy Policy: vercel.com/legal/privacy-policy)

These services may collect and process data in accordance with their own privacy policies.

8. Your Privacy Rights

Depending on your location, you may have the following rights:

• Access: Request a copy of your personal information
• Correction: Request correction of inaccurate information
• Deletion: Request deletion of your personal information
• Opt-Out: Unsubscribe from SMS by replying STOP
• Data Portability: Request your data in a portable format

To exercise these rights, contact us at connect@thinkbigtechnology.com.

9. Children's Privacy

Our services are not intended for individuals under 18 years of age. We do not knowingly collect personal information from children. If you believe we have collected information from a child, please contact us immediately.

10. TCPA Compliance

We comply with the Telephone Consumer Protection Act (TCPA) and related regulations. By contacting us via SMS, you provide express consent to receive text messages related to IT support services.

• You may revoke consent at any time by replying STOP
• We do not share your phone number with third parties for marketing
• Messages are sent only in relation to support services you requested

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by updating the "Last Updated" date and, where appropriate, by sending you a notification.

12. Contact Us

If you have questions about this Privacy Policy or our data practices, please contact us: