Privacy

1. Introduction

Salida, LLC ("Salida," "we," "us," or "our") provides Salida, a ticketing and billing software platform for IT shops (the "Service"). This Privacy Policy explains how we collect, use, and protect information in connection with the Service, including our access to customer tenant environments.

This Policy applies to visitors to our website, users of the Service, and customers whose tenant environments we may access under the terms described below.

2. Our Core Commitments

We do not use client data. We do not access, view, use, or process the substantive data stored within a customer's tenant environment for any purpose other than the limited access described in Section 4.
We do not sell data. We do not sell, rent, or trade personal information or customer data to third parties for monetary or other valuable consideration.
We monitor application usage, not customer content. We collect limited technical and usage data about how the Service is used, solely to maintain, secure, and improve the Service's functionality.
Tenant access requires express permission. We only access a customer's tenant environment with that customer's prior, explicit authorization, and only to the extent and for the duration necessary for the authorized purpose.

3. Information We Collect

3.1 Usage and Diagnostic Data

To improve the function, reliability, and security of the Service, we collect information such as:

Feature usage and interaction data (e.g., which functions are used, frequency, navigation paths)
Device and browser information (e.g., type, operating system, screen size)
Log data (e.g., timestamps, error reports, performance metrics, IP address)
Session and authentication metadata

This data is used in aggregate or pseudonymized form wherever possible, and is not used to profile individuals for advertising or unrelated commercial purposes.

3.2 Account and Contact Information

We may collect basic account information you provide directly, such as name, email address, and organization, to administer accounts, provide support, and communicate with you about the Service.

3.3 Customer Tenant Data

Customer tenant data (the substantive business data a customer stores or processes within their own environment) is not collected, used, or processed by Salida except as described in Section 4 (Tenant Access) and only with the customer's express permission.

4. Tenant Access

From time to time, and only with the customer's prior express authorization (e.g., a support request, a signed agreement, or an explicit in-product consent), authorized Salida personnel may access a customer's tenant for purposes such as:

Troubleshooting a reported issue
Performing requested configuration or maintenance
Providing technical support

When we access a tenant under this authorization:

Access is limited to what is necessary to complete the authorized task
Access is logged and auditable
Data viewed during this access is not copied, retained, or used for any purpose beyond the authorized task
Access is time-bound and does not persist beyond the scope of the request unless the customer authorizes ongoing access

5. How We Use Information

We use the information described in Section 3 to:

Operate, maintain, and secure the Service
Diagnose technical issues and improve performance
Understand aggregate usage patterns to guide product development
Communicate with customers about their accounts or the Service
Comply with legal obligations

We do not use usage or account data to build advertising profiles, and we do not sell such data.

6. Legal Basis for Processing (EEA/UK Users)

Where the General Data Protection Regulation (GDPR) applies, we rely on the following legal bases:

Legitimate interestsfor usage/diagnostic data collected to maintain and improve the ServiceContract performancefor account information needed to provide the ServiceConsentfor tenant access requiring express customer authorization, and for any optional data collectionLegal obligationwhere processing is required by law

We do not sell personal information or customer data. We may share limited information with:

Service providers who process data on our behalf (e.g., hosting, analytics infrastructure) under contractual confidentiality and data protection obligations
Authorities where required by law, regulation, or valid legal process
Successors in the event of a merger, acquisition, or sale of assets, subject to equivalent privacy protections

8. Your Rights

You may have the right to: access, correct, or delete your personal data; restrict or object to processing; request data portability; and withdraw consent at any time. To exercise these rights, contact us using the information in Section 12.

8.2 CCPA/CPRA (California Residents)

California residents may have the right to: know what personal information is collected; request deletion; correct inaccurate information; opt out of the sale or sharing of personal information (note: we do not sell personal information); and non-discrimination for exercising these rights.

9. Data Retention

We retain usage and account information only as long as necessary for the purposes described in this Policy, or as required by law. Tenant data accessed under Section 4 is not retained beyond the scope and duration of the authorized task.

10. Security

We implement administrative, technical, and physical safeguards designed to protect information against unauthorized access, disclosure, alteration, or destruction. No system is completely secure, and we cannot guarantee absolute security.

11. Children's Privacy

The Service is not directed to individuals under 16, and we do not knowingly collect personal information from children.

12. Contact Us

If you have questions about this Privacy Policy or wish to exercise your rights, contact us at:

Salida, LLC
925B Peachtree St NE #459, Atlanta, GA 30309
support@salida.app
770-650-5890

13. Changes to This Policy

We may update this Privacy Policy from time to time. We will post the updated version with a new "Last Updated" date and, where required, provide additional notice.