Support access

When you ask us for help, we sometimes need to look at your organisation to answer the question. This article says what we can see, what we do with it, and what we will not do.

The formal version is section 9 of our Privacy Policy. This is the plain-English one.

What Prompter support can see

A small number of Prompter staff can see the information in your organisation's account. That includes the records your organisation holds about its people.

We look for two reasons:

• Support — to find and fix a problem you have told us about, or one we have noticed ourselves.
• Security and reliability — to keep Prompter running, to investigate a fault, and to deal with misuse.

Every look is written down

When one of us opens your organisation to look at it, Prompter records it: who looked, when they started, and the reason they gave. Giving a reason is not optional — the screen will not open a session without one.

You do not have to ask us for that record. It comes down with your own data export, so you can read it yourself:

1. Go to Organisation ▸ Privacy & Data.
2. Export your organisation's data.
3. Open data/support_sessions.json in the zip.

One row is one session. If the file is empty, nobody at Prompter has opened your organisation.

Every session has an end, and the row says how it ended: we closed it ourselves, we signed out, we opened a different one, or it ran past its time limit and closed on its own. A session always expires. Nobody at Prompter can stay in your organisation by leaving a window open.

What we do not do

• We do not read your information out of curiosity.
• We do not sell it, and we do not give it to anyone else to sell.
• We do not use it to build a profile of any person.
• We do not use your content to train AI models.

We do not change anything unless you ask

Support does not edit your data. If we look at your organisation to answer a question, we look and we report back.

When you need us to change something for you, invite us in:

1. Go to Organisation ▸ Team.
2. Invite the support address we give you, at the lowest role that can do the job.
3. We sign in as that account and do the work.
4. Remove the member when we are finished.

This keeps you in control. The support account appears in your own team list, every change it makes is recorded against it rather than against one of your people, and you can remove it at any time.

Which features you use

We record which parts of Prompter each organisation opens — for example, that somebody opened a budget, and on what day.

These records hold no personal information. No names, no contact details, and nothing that anybody typed into the feature. We use them to see which parts of Prompter earn their place and which need work.

Your own people

If a member of your cast or crew asks what Prompter holds about them, you are the right first contact, not us. Your organisation decides what to collect about its people; we hold it for you. We will help you answer.

Questions

Write to privacy@get-prompter.app.