Privacy Policy

SupportStudioK12 — SupportStudioK12
Last updated: April 12, 2026

What This Service Is

SupportStudioK12 is an internal IT help desk system operated by the SupportStudioK12 Technology Department. It is used exclusively by district staff to submit and manage IT support requests.

Information We Collect

When you use this service, we collect:

• Account information: Name, email address, phone number (if provided for SMS support), and school affiliation. This is sourced from your district identity provider (Microsoft Entra ID or Google Workspace), a rostering system (OneRoster via ClassLink, PowerSchool, Infinite Campus, or Skyward), or entered by an administrator.
• Ticket content: The subject, description, comments, and file attachments you submit as part of a support request.
• Device information: Asset tags, serial numbers, or other device identifiers you provide when reporting hardware issues.
• Student-adjacent information: Student names and ID numbers may be included in loaner device records when a student device is checked out for repair. This data is limited to what is necessary for device tracking.

How We Use Your Information

Your information is used solely for:

• Creating, routing, and resolving IT support requests
• Sending you notifications about your ticket status via email or SMS
• Tracking device loaners and repairs
• Generating aggregate reports on IT support operations (e.g., tickets per school, SLA compliance)

Information Sharing

We do not share your personal information with third parties. We do not sell, rent, or trade any data. We do not use your information for marketing purposes.

Your data is accessible only to:

• You (your own tickets and profile)
• SupportStudioK12 technology staff (to service your requests)
• District administrators (for operational reporting)

Third-Party Services

Depending on which integrations your district has enabled, this system may use the following services to operate:

• Microsoft Azure / Entra ID: Single sign-on, ticket-mailbox email via Microsoft Graph, and (optionally) Microsoft Intune device sync
• Google Workspace: Single sign-on, Gmail-based ticket intake, and Google Directory user sync (when configured by your district)
• Mosyle: Apple device (Mac / iPad / iPhone) management data — device names, models, serial numbers, assignment, ownership type
• OneRoster providers (ClassLink, PowerSchool, Infinite Campus, Skyward): User and school roster sync (when configured by your district)
• Twilio: SMS-based ticket creation and notifications (only if you opt in by registering your phone number)
• OpenAI / Google Gemini / Azure OpenAI: Optional AI features — suggested replies, KB drafting, troubleshooting assistance. Disabled by default; turned on by district administrators.
• Cloudflare: Edge content delivery, DDoS protection, and (if your district stores file attachments) R2 object storage
• Hetzner Cloud: The US-based datacenter (Ashburn, Virginia) where the application servers run
• Postmark: Platform-level transactional email (account-verification and operator notifications only — never your tickets)

Each service processes only the minimum data necessary for its function (e.g., Twilio receives only your phone number and message text to deliver SMS). For the full subprocessor disclosure with each provider's location and purpose, see /legal/subprocessors.

Data Retention

Support ticket data is retained for as long as needed for operational purposes. Closed tickets are kept for historical reference and reporting. You may request deletion of your data by contacting the Technology Department.

Data Security

All data is transmitted over encrypted connections (HTTPS). The application uses server-side sessions, role-based access control, and per-tenant data isolation. The platform is hosted in a US-based datacenter (Hetzner Cloud, Ashburn, Virginia). Per-tenant integration credentials (API keys, OAuth secrets) are encrypted at rest before being stored.

FERPA Compliance

To the extent that any student-adjacent information (such as student names on loaner records) is stored in this system, it is treated in accordance with the Family Educational Rights and Privacy Act (FERPA). Access to such information is restricted to authorized technology staff.

SMS Communications

If you register your phone number for SMS support:

• You may create tickets and receive updates by texting the district support number
• Message and data rates may apply depending on your carrier plan
• You can opt out at any time by texting STOP
• Text HELP for assistance

Contact

For questions about this privacy policy or to request data deletion, contact your district's technology department directly. If you are a parent or guardian, your child's school office can route your request appropriately.