Privacy policy

Last updated October 15, 2026

This policy explains what information Empeiro ("we", "us") keeps, where your organization's information stays, and what reaches anyone else. Empeiro is a help desk with live chat and a team of AI assistants. The short version: your organization's tickets stay in your own Microsoft 365 (its SharePoint lists); the assistants are optional, and if your organization connects an AI provider for them, it sees only a first name and text with personal details taken out; we never sell anything, and we never use it for advertising.

Empeiro is in early access. Connecting Microsoft 365 (signing in with Microsoft, your directory and your SharePoint lists) is planned for early access organizations; this policy describes how Empeiro handles information once an organization is connected. Planned: start your help desk without Microsoft 365, with email sign-in and invitations; until then early access organizations connect Microsoft 365. Before that ships, this policy will say how Empeiro keeps the tickets of an organization that doesn't connect Microsoft 365.

What Empeiro stores

Empeiro's own database holds only what it can't run without:

• Your organization: its name, its Microsoft 365 tenant ID, which SharePoint site and lists it uses, which directory group is IT Support, and its settings (rules, assistants, support hours).
• Sign-in sessions: who is signed in (the Microsoft account's ID, name and email address), kept while the session lasts. Only a protected form of the session key is stored.
• Encrypted secrets: your organization's AI provider keys, if it connects one, and the short-lived Microsoft sign-in needed for a few setup steps, encrypted with a key that never leaves the server.
• Articles and assets, if you keep them in Empeiro: your knowledge base (articles, their versions and categories, "Was this helpful?" answers stored as a one-way code, not a name) and your asset inventory with its check-out history.
• Activity and counts: a log of changes (who changed what, and when), and how many AI calls and tokens each organization used.
• The search index: if your organization chooses an index model, number lists (vectors) made from your articles and resolved tickets so the assistants can find them. The vectors are kept; the text is not.
• Pictures people attach to a conversation, kept on our server and in its encrypted backups.
• Basic technical records: the date and time of each request to the site and the address it came from, kept briefly to keep the service secure and working.

What stays in your Microsoft 365

• Tickets and conversations live in your organization's own SharePoint lists, on the one site your organization picks. Empeiro reads and writes them there each time and doesn't keep a copy.
• Your directory (people, their names, departments and groups) stays in Microsoft Entra. Empeiro reads it when it needs to (for example, to know who is in IT Support) and doesn't keep a list of your people.
• Empeiro asks for access to one SharePoint site only (Microsoft's "Sites.Selected" permission), never the rest of your SharePoint. Your administrator approves that access and can remove it at any time in Microsoft Entra.

What reaches an AI provider

The assistants are optional: without an AI provider, Empeiro is a complete ticketing platform and nothing reaches any AI provider. If your organization connects one, the assistants run on it, with your organization's own key: OpenAI, Anthropic (Claude), Google (Gemini), Microsoft Azure OpenAI, or a model you run yourself through an OpenAI-compatible address. For one optional job (typed decisions) an organization may also connect TypeSafe. Nothing is sent to a provider until your administrator has read what will be sent and agreed to it; that agreement is recorded with their name.

What the provider receives:

• About each person, the first name only. Last names, email addresses, job titles, managers, phone numbers and office locations are never sent. The person's department is sent only if your organization turns that on and agrees to it.
• The conversation and articles, scrubbed. Before any request is built, every person's full name becomes their first name, email addresses become "[email address]", phone numbers become "[phone number]", and anything matching your organization's own ID formats becomes "[id]". A final check refuses to send a request that still holds one of these; the ticket then goes to a person.
• Devices: the description, brand, model and category of the requester's own devices. Serial numbers, asset tags, costs and notes are never sent.
• Notes for IT only when an agent ticks "Let the assistant read this" on that note, and then scrubbed the same way.

Each provider handles what it receives under its own terms with your organization. Empeiro doesn't use your information to train AI models.

Pictures

A picture attached to a conversation is sent to an AI provider only when the person who attached it ticks "Let the assistant look at this" on that picture, and only while your organization's switch for pictures is on. Otherwise pictures are never sent.

Early-access requests

When you ask for early access we keep your work email, your organization's name, how many people answer tickets, and anything you choose to tell us about what you use today. We use these only to contact you about Empeiro.

Backups

Empeiro's own database and the pictures on our server are backed up every hour. Each backup is encrypted before it leaves the server, so that only we can open it, and is kept off the server, in more than one place. Backups are kept for 14 days.

Visit counts and cookies

Our public website counts visits with Cloudflare Web Analytics, which uses no cookies and doesn't identify you. It tells us how many people visit and which pages they read. There are no advertising cookies and no trackers, and nothing is sold. The Empeiro app uses one cookie, to keep you signed in, and tracks nothing.

Who else handles information

• Microsoft, which holds your tickets, conversations and directory in your own Microsoft 365.
• If your organization connects one, the AI provider it chooses, as described above.
• Our hosting provider, which runs our server in the United States.
• Cloudflare, which delivers the website, protects it from attacks, and counts visits.

We share information otherwise only when the law requires it, or to protect people from harm.

How long we keep it

• Sign-in sessions: 14 days, or until you sign out.
• Your organization's settings, articles, assets and activity: while your organization uses Empeiro.
• Early-access details: until you ask us to remove them, or until your organization joins.
• Backups: 14 days.
• Technical records: until the log fills and rolls over, at most a few weeks.

Deleting your organization

To remove your organization from Empeiro, email [email protected] from an administrator's address. We delete everything Empeiro holds for it (its settings, encrypted keys, articles, assets, activity, sessions and pictures) within 30 days, and it leaves the backups as they age out, 14 days later. Your tickets stay in your own SharePoint lists, which are yours to keep or delete, and your administrator can also remove Empeiro's access at any time in Microsoft Entra.

Your rights

You can ask to see, correct, export or delete information about you. Email [email protected] and we'll answer within 30 days. Depending on where you live, you may have further rights under local law, and we'll honor them.

Children

Empeiro is a business service and isn't meant for anyone under 16.

Changes

If we change this policy in a way that matters, we'll tell organizations using Empeiro by email before the change takes effect.

Contact

Questions about privacy: [email protected].