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Privacy policy

Last updated

This policy explains what Thorpe collects, why, and what you can ask us to do with it. It covers the usethorpe.com website and the Thorpe app for Slack.

Who we are

Thorpe is a Slack app that turns shared customer channels into tracked requests, with owners and response targets. It is operated by Sridhar Srinivas Josyula, trading as Trivik Labs, a sole proprietorship based in India (GSTIN 37ARSPJ3760B1ZP), with its address at D.No. 1-104-21/9/4F/1, Sector 5, MVP Colony, near Satya Sai School, Revenue Ward 8, Visakhapatnam 530017, Andhra Pradesh, India ("we", "us", "our").

For the website, the web app's sign-in and the waitlist, we are the data controller, and the data fiduciary under India's Digital Personal Data Protection Act, 2023. For data in a Slack workspace that installs Thorpe, see What the Thorpe app processes.

Write to hello@usethorpe.com about anything in this policy.

The website

Thorpe does not set cookies on usethorpe.com, and the site runs no analytics or advertising scripts of ours.

The web app at app.usethorpe.com sets one cookie when you sign in with Slack: thorpe_session, which is HttpOnly and lasts 30 days. Installing Thorpe also sets a short-lived cookie, slack-app-oauth-state, that lasts 5 minutes and is removed when the install finishes. The web app also keeps your light or dark theme choice in your browser. It sets nothing else.

  • The site runs on Cloudflare, which handles every request to it, including your IP address and browser details, to deliver pages and protect the site. Cloudflare may keep its own request logs and traffic analytics for the site.
  • Pages load the Geist fonts from Google Fonts, so your browser asks Google's servers for them and Google sees your IP address.

The waitlist

When you join the waitlist, we store:

  • your email address;
  • if you give them, your name, your company, the tool you use today to track customer questions, and how many customer channels you have;
  • the time you signed up.

They are stored in Cloudflare D1. We use them only to email you about setting up Thorpe, and we keep them until you ask us to remove them or until we open access to Thorpe. Email hello@usethorpe.com and we remove them.

What the Thorpe app processes

When a company installs Thorpe in its Slack workspace, that company decides which channels Thorpe reads. We process that workspace's data on the company's behalf, as its processor, so the service works:

  • Messages from the customer channels an admin marks, and replies in the threads under Thorpe's cards in the triage channel. Slack also sends Thorpe messages from the rest of the triage channel and from any other channel someone invites it to. Thorpe does not store those: it keeps only Slack's event ID, so it can recognise Slack's retries.
  • Direct messages people send to Thorpe, when an admin turns on private requests. These become requests. While private requests are off, Thorpe keeps only the event ID of a direct message, not the message.
  • Failed events. An event that fails processing after retries is kept whole, from whichever channel it came, so it can be replayed. It stays until we purge it.
  • Files stay in Slack. Thorpe keeps a link, not a copy.
  • Slack tokens that let Thorpe act in the workspace. They are encrypted and never logged.
  • Profiles of teammates and customers in those channels: Slack user ID, name, profile picture, time zone and, if Slack provides it, email address. For teammates, Thorpe also keeps the role, working hours and availability set in Thorpe.
  • Request records Thorpe creates: who owns each request, its status, its response targets and its activity.

With AI turned on, Thorpe sends new customer messages and escalated threads to a model to title, sort and summarise them. AI is off until an admin turns it on. See How Thorpe uses AI.

Where the data lives

The live service stores everything on Cloudflare: Workers, Durable Objects, D1, KV and R2. Database backups, once enabled, are made by a job that runs on GitHub and are stored on Cloudflare. Each workspace's data is kept separate from every other workspace's.

How long we keep it

  • While a workspace has Thorpe installed, we keep its data so the service works.
  • Uninstall deletes Slack tokens at once and message content within 30 days from the live service.
  • Cloudflare keeps a limited recovery window for our databases, and we may keep backups of the database for recovery. Deleted data can remain in a backup until that backup expires. Backups are not enabled yet, and we will state their retention period here before they are.

Who else processes it

  • Cloudflare hosts the website and the app, stores all data, and runs AI models through Workers AI when a workspace turns AI on.
  • Slack delivers messages to Thorpe and carries everything Thorpe posts.
  • Linear and HubSpot receive data only when a workspace connects them.
  • GitHub runs the database backup job, once it is enabled.
  • Google serves the fonts on usethorpe.com.

We do not sell or share personal information, as California's CCPA and CPRA define those terms.

International transfers

We are based in India, and the providers above process data in other countries, including the United States and the European Union. Transfers to our providers rely on their standard data processing terms, including the European Commission's Standard Contractual Clauses where the law requires them.

Your rights

You can ask us to:

  • give you access to the data we hold about you, or a portable copy of it;
  • correct it or delete it;
  • restrict or object to how we process it;
  • withdraw your consent, for example to staying on the waitlist.

In India, you can also nominate someone to act for you. Email hello@usethorpe.com. We reply within 30 days, and we may ask you to confirm who you are first. A workspace admin can also ask us for an export of the workspace's data, or for its deletion.

For data in a workspace that uses Thorpe, where we act as the workspace's processor, we pass your request to that workspace or help it answer.

If you are unhappy with our answer, you can complain to the Data Protection Board of India, or to your local supervisory authority in the EU or the UK.

Grievance Officer

You can reach our Grievance Officer at hello@usethorpe.com.

Children

Thorpe is for people aged 18 and over.

Changes to this policy

When this policy changes, we post the new version on this page with a new date at the top. If a change is material, we email workspace admins and people on the waitlist before it takes effect.