Privacy Policy

Saling Hubung ("we", "our", "us") operates the integrated customer support platform available at hub.salingsae.id (the "Service"). This Privacy Policy explains what information we collect, how we use and protect it, and the choices you have regarding your personal data when you use the Service.

1. Information We Collect

We collect the following categories of information:

• Account information — your full name, email address, phone number, company, and office, provided when you register or are onboarded.
• Support information — the content of support tickets, replies, escalations, assignments, ratings, and file attachments you submit through the Service.
• Inquiry information — your name, email address, phone number, and message when you contact us through the Contact Us form.
• Usage information — IP address, browser and device information, pages visited, and activity logs generated while you use the Service.
• Communication information — your preferences and history related to email notifications and password reset requests.

2. How We Use Your Information

• To provide, operate, and maintain the Service, including ticket submission, tracking, and resolution.
• To communicate with you about your tickets, inquiries, and service updates, and to send email notifications you have requested.
• To monitor service levels (SLA), generate reports, and improve the quality of our support operations.
• To secure the Service, prevent fraud and abuse, and verify human submissions through CAPTCHA.
• To comply with legal obligations and enforce our Terms of Service.

3. Legal Basis for Processing

We process your personal data on the basis of your consent, the performance of a contract with you, our legitimate interests in operating and improving the Service, and compliance with applicable legal obligations, in accordance with the Indonesian Personal Data Protection Law (Law No. 27 of 2022) and other applicable regulations.

4. How We Share Your Information

We do not sell your personal data. We share information only in the following circumstances:

• With authorized personnel within your organization who need access to resolve your support requests.
• With service providers who process data on our behalf (for example, email delivery and hosting), subject to appropriate safeguards.
• With authorities or other parties when required by law, regulation, or legal process, or to protect the rights, property, or safety of our users or the public.

5. Data Retention

We retain account information for as long as your account is active. Support and inquiry records are retained as long as reasonably necessary to provide the Service or as required by law. Activity logs are automatically deleted after a retention period of 90 days.

6. Security

We take reasonable technical and organizational measures to protect your personal data, including encrypted transmission (HTTPS), hashed password storage, role-based access controls, and server-side CAPTCHA verification. However, no method of transmission over the internet is completely secure, and we cannot guarantee absolute security.

7. Cookies

The Service uses essential cookies and similar technologies to keep you signed in and to protect against cross-site request forgery. You may set your browser to refuse cookies, but some parts of the Service may then not function properly.

8. Your Rights

Subject to applicable law, you have the right to:

• Access a copy of the personal data we hold about you.
• Request correction of inaccurate or incomplete data.
• Request deletion of your personal data.
• Object to or restrict certain processing.
• Receive your data in a structured, machine-readable format (data portability).
• Withdraw consent at any time where processing is based on consent.
• Lodge a complaint with the relevant data protection authority.

To exercise these rights, contact us at saya@salingsae.id. We will respond within the timeframes required by applicable law.

9. Children's Privacy

The Service is not directed to individuals under the age of 16. We do not knowingly collect personal data from children. If you believe a child has provided us with personal data, please contact us so we can delete it.

10. Third-Party Services

The Service may include links to third-party websites and use third-party services (such as font and analytics providers). Those third parties operate under their own privacy policies, and we are not responsible for their practices.

11. Changes to This Policy

We may update this Privacy Policy from time to time. We will post any changes on this page with an updated "Last updated" date. Continued use of the Service after changes take effect constitutes acceptance of the revised policy.

12. Contact Us

If you have questions about this Privacy Policy or how we handle your personal data, contact us at saya@salingsae.id.