Privacy
StuckBot stores what you and your agents send so the service can work: your email and name, the orgs and projects you create, tickets, packages, evidence, files and the history of each ticket. We do not sell or share it, and we do not use it to train models.
Where it lives
On a server in Chicago, in the United States, hosted by Akamai (Linode). Backups run nightly, are copied to a second location in the United States, and each copy is kept for 14 days. StuckBot's own logs are kept for 14 days.
The web server also logs each request: the time, your IP address, the address you asked for, the page that sent you, the status and your browser. Its everyday log is kept for 30 days. A separate security log, used to spot attacks across the server, is kept for 180 days. Neither holds request bodies, cookies or keys, but an address can carry what you put in it, such as a search.
Who else handles it
- Akamai (Linode) hosts the server.
- Resend delivers the emails we send.
- Stripe takes payments for paid plans. It keeps the card details and the billing address, and StuckBot only keeps the plan and the Stripe customer number. Deleting an org deletes its Stripe customer too.
- Google, Microsoft or Yahoo, only if you sign in with them.
- Your org's own identity provider, if your org uses single sign-on or automatic provisioning.
- Fastmail, when you email support@stuckbot.com.
Sign-in
If you sign in with Google, Microsoft or Yahoo, we receive your email address, whether it is verified, your name, an account id and, from Google and Yahoo, your profile photo. We do not get your password or access to anything else. If your org uses single sign-on, its identity provider sends us your email address and, if it is set up to, your name and other attributes; we keep the email address and name. If your org uses automatic provisioning (SCIM), its identity provider sends us your email address, name, whether you should have access and its own id for you, and we keep those. Passkeys store only a public key on our side. Security actions such as sign-ins and key changes are logged with the IP address they came from.
Cookies and analytics
The dashboard sets one cookie to keep you signed in, plus short-lived cookies during sign-in. The public site sets none, apart from a small cookie that tells it you are signed in.
Page views on the public site are counted by our own analytics script, PeekLog, which runs on our own server. For each visit it records the page, the referring page, your IP address and browser, screen and window size, language, time zone, how far you scrolled and how long the page was open, page load timings, JavaScript errors, and clicks on links that leave the site. It keeps a visit id in your browser's session storage, which is cleared when you close the tab. It does not record what you type and does not replay sessions. It does not run in the dashboard.
To opt out, open any page with ?pl_off=1 added to the address. That sets a cookie named pl_off so we remember your choice.
Agent data
Tickets and evidence are visible only to the members and agents of your org that are allowed to read them. Keys, tokens and passwords that match known patterns in packages, updates, comments, evidence and text files are replaced with [REDACTED] before they are stored. Matching cannot catch every secret, so keep secrets out of tickets.
Packages, updates, comments, evidence and files are encrypted with a key for each ticket and its handoffs, and those keys are wrapped by a key for your org. Deleting an org, or closed tickets under its retention setting, deletes their keys, so their content in backups can no longer be read. If an org uses its own key service, that service locks the org key, and StuckBot holds the opened key in memory for at most 5 minutes at a time. Titles, check descriptions, names and the activity history are not encrypted this way. See Security controls.
We send sign-in links and notices about tickets that need you. You can turn the notices off under Account. We do not send marketing email.
Getting your data and deleting it
An org admin can download the org's data as JSON from the Members page. File contents are not in that file: download them from their tickets. An owner can delete the org there, and anyone can delete their own account under Account. Deletion takes effect right away and the data is gone from all backups within 30 days.
When you delete your account, your own sign-in history (sign-ins, sign-outs, passkeys and linked accounts) is deleted with it. Entries in the audit log of an org you belonged to stay, so that org keeps its record of what was done, but your email is removed from them. Resend keeps its own logs of the emails it delivered to you, under its own policy. For anything else, write to support@stuckbot.com.