HubTraxThis policy explains the information HubTrax - Level 4 processes when providing support administration capabilities, why it is used, and how it is protected.
Last updated: 2026-09-06
1. Information We Process
This service desk platform is provided by HubTrax - Level 4, and this policy is HubTrax - Level 4's own. The system may process account profiles, roles and permissions, sign-in records, activity logs, support conversations, ticket content, contact contact information, knowledge base content, and operational diagnostics.
2. Purposes of Use
This information is used for authentication, access control, support collaboration, issue follow-up, quality review, security audit, operations, feature improvement, and applicable compliance requirements.
3. Storage and Protection
The system uses access control, audit logging, transport protection, and appropriate data isolation measures to protect information. You should also avoid entering sensitive personal information unless there is a clear business need.
4. Text Messages and Mobile Numbers
HubTrax can send SMS text messages to the mobile numbers of the service desk's own staff, for one purpose: alerting an on-call technician that work needs attention outside business hours. Mobile numbers are never sold, rented, or shared with third parties for marketing purposes. No mobile information is shared with third parties or affiliates for their own marketing or promotional use. Numbers are disclosed only to the licensed messaging provider that transmits the message on our behalf, and only for the purpose of delivering that message. Text message originator opt-in data and consent are not shared with any third party. Message frequency varies. Messages are sent only when an alert or ticket meets the on-call rules, only outside the workspace's configured business hours, and are limited to a maximum of 10 messages per number per hour. On a typical week a technician receives no messages at all. Message and data rates may apply. Carrier message and data rates may apply to any message sent to or received from HubTrax. Texting is opt-in and off by default. A technician's mobile number being on file is not permission to text it: a technician must switch texting on for themselves in HubTrax before any message is sent. They can switch it off again at any time, and replying STOP to a message will also stop further messages. Reply HELP for help. The content of an on-call message is deliberately minimal. It carries a ticket or alert reference and, where the ticket was raised by a contact flagged as a priority contact, that contact's name. It does not carry the client organization's name, the subject, the description, or any email address, because a text message may be visible on a locked screen.
5. Third-Party Services and Integrations
When WeCom, OIDC, messaging channels, AI models, or other external integrations are enabled, relevant information may be sent to those services according to configuration. Processing is also governed by integration provider rules and organizational settings.
6. User and Administrator Rights
Authorized administrators may query, correct, export, or delete relevant business data according to organizational rules. Other users can contact their system administrator for personal-information requests.
7. Cookies and Local Storage
The system may use browser local storage to keep session state, language, theme, and interface preferences in order to maintain access, support security, and improve the user experience.
8. Contact and Updates
If you have questions about privacy protection, or about a mobile number held for text alerts, contact HubTrax - Level 4 through your service desk administrator. The latest version displayed on this page applies after updates.