Effective 3 October 2026
1. Who we are
IssueLane is provided by Calidad Infotech Pvt. Ltd. (“we”, “us”). This policy covers the IssueLane application: the employee service management and IT operations software that organizations use to handle requests, assets, devices, and operational alerts. How this marketing website handles demo requests is described in the website privacy notice.
Contact us about privacy at [email protected].
2. Our role
Organizations (“customers”) sign up for IssueLane and invite their employees. For the data a customer and its users put into IssueLane, the customer decides what is collected and why, and we process it on the customer’s behalf and on its instructions. If you use IssueLane through your employer, your employer is responsible for that data; please contact them first about your rights. We are responsible for the limited data we use to run and secure the service itself, such as account and security logs.
3. Information we collect
Account and sign-in information. When you sign in with Google or Microsoft, we receive your name, email address, profile picture, and a unique account identifier, and we check that your account belongs to your organization’s domain. IssueLane does not store passwords.
Profile and organization information. Your department, job role, manager, and optional details such as a mobile number, added by you or your organization’s administrators.
Work content. Requests, comments, attachments, approvals, knowledge articles, and the history of actions taken on them.
Asset and software records. Equipment and software assigned to you, handover acknowledgements, costs, and invoices your organization uploads.
Device information, only if your organization installs the IssueLane device agent: device and operating-system details, security settings (such as disk encryption and firewall status), health readings, installed software, and diagnostic snapshots. Administrators choose which categories are collected; categories they switch off are discarded when they arrive. Employees can see what is collected on the device-agent privacy page inside the application.
Integration data, only if your organization connects these services: emails sent to a support mailbox, read-only information from cloud and code accounts, and application sign-in activity from your organization’s Google Workspace (see section 4).
Technical and security data. Session information, IP addresses and browser details in security logs, and an audit log of administrative and data actions.
4. Google user data
Google sign-in. If you sign in with Google, we request only your basic profile: name, email address, and profile picture (the “openid”, “email”, and “profile” scopes). We use them to sign you in, to confirm you belong to your organization, and to show your name and picture to colleagues in IssueLane.
Google Workspace usage signals. If your organization’s Workspace administrator chooses to connect it, IssueLane reads sign-in activity reports through the Admin SDK Reports API with read-only access (admin.reports.audit.readonly). We use these reports only to show your organization which software seats are being used, so unused access can be reviewed. IssueLane never writes, changes, or deletes anything in Google Workspace.
How we handle it. Google user data is used only to provide and improve the features described above for the customer organization that connected it. We do not sell it, use it for advertising, or use it to train AI models, and we do not transfer it to others except as needed to provide the service (section 7), to comply with law, or with your organization’s instruction. People at Calidad Infotech Pvt. Ltd. do not read it except with permission, for security purposes, or to comply with law.
IssueLane’s use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.
5. How we use information
We use the information described above to:
- sign you in and keep your account secure;
- route, track, and resolve requests, approvals, and operational alerts;
- manage the assets, software, and devices assigned to people;
- send notifications by email or other channels your organization enables;
- produce reports and compliance evidence for your organization;
- provide optional AI features when your organization enables them; and
- operate, secure, troubleshoot, and support the service, and meet legal obligations.
We do not sell personal data and we do not use it for advertising.
6. AI features
AI features—the assistant, triage suggestions, knowledge-article formatting, and invoice reading—are off by default and are switched on by an administrator. When they are used, the relevant content (for example, the text of a request or an uploaded invoice) is sent to the configured AI provider to generate a response. Suggestions are reviewed by a person before they are applied.
7. Who processes data for us
We share personal data only with service providers that help us run IssueLane, under contract and only for these purposes:
- hosting providers that run the application and database;
- Google and Microsoft, for sign-in;
- an AI provider, only when AI features are enabled;
- email delivery, through the mail server your organization configures;
- file storage, if your organization uses object storage;
- error monitoring, limited to technical data; and
- messaging and chat services, only when your organization sets up those notifications.
Each organization can see its current list of processors on the Privacy page inside the application. We may also disclose information if required by law, or as part of a merger or acquisition, with notice to affected customers.
8. Where data is stored
The application and its database are hosted in India. Some providers listed above, such as an AI provider or sign-in services, may process data in other countries. Where data leaves India or your country, we rely on appropriate safeguards required by applicable law.
9. How long we keep it
We keep customer data for as long as the customer’s account is active, or until the customer deletes it. Customers can set retention rules to remove the content of closed requests and erase people who have left after a period they choose. Device diagnostic snapshots are kept for 90 days by default. Audit logs are kept for at least one year (two years by default) for security. When a customer’s subscription ends, it can export its data for 30 days; after that we delete its workspace data, except where the law requires us to keep it longer.
10. How we protect it
Each customer’s data is isolated at the database level. Sign-in uses your organization’s identity provider, sessions expire after periods your administrators set, integration secrets are encrypted at rest, uploads are checked, and administrative actions are recorded in a tamper-evident audit log. Access by our staff is limited to what is needed to run and support the service. No system is completely secure, but we work to protect your information and will notify affected customers of a breach as required by law.
11. Your rights and choices
Depending on where you live—including under India’s Digital Personal Data Protection Act, 2023 and the EU and UK GDPR—you may have rights to access, correct, delete, or receive a copy of your personal data, to object to or restrict some processing, and to withdraw consent. IssueLane lets organizations export a person’s data and erase it on request. If you use IssueLane through your employer, contact your administrator first; you can also contact us and we will help or pass your request to your organization. You may also complain to your data protection authority.
12. Cookies
The application uses only cookies needed to keep you signed in and secure. It does not use advertising or third-party tracking cookies.
13. Children
IssueLane is a workplace service and is not intended for anyone under 18.
14. Changes to this policy
We will post any changes on this page and update the effective date. If a change is significant, we will tell customers before it takes effect.
15. Contact and grievances
For privacy questions, requests, or grievances, contact Calidad Infotech Pvt. Ltd. at [email protected]. See also our Terms of service.