Support privacy

This support portal is operated by Bluegrass Cloud for Bluegrass Cloud services and Cloud Markup.

Information used to provide support

When you create an account or submit a request, we use your name, email address, ticket content, attachments, and technical details you choose to share. We use this information to respond, track work, and improve support documentation.

Account and ticket access

Customers can access their own requests. Authorized support employees can access the requests their role permits. Employee notes are kept separate from customer conversations. Essential cookies maintain sign-in and protect forms.

Email and automated assistance

When email integration is enabled, ticket messages and notifications pass through Microsoft 365. If AI assistance is enabled, the request text and relevant published support articles may be sent to Amazon Bedrock to draft an answer. AI suggestions are labeled and do not close tickets or make changes to customer systems. You can ask for employee review by replying to your ticket.

What to leave out

Do not send passwords, access keys, authentication codes, payment card numbers, or unnecessary personal or customer data. Use a redacted screenshot or error message whenever possible.

Retention and account requests

Support records are retained for ongoing support and legitimate business needs. Ask the support team about access, corrections, deletion, or your organization’s retention requirements. Successful outbound queue records are removed after seven days; ticket conversation records remain in the helpdesk until deleted by an administrator.

Contact

For privacy questions, contact contact@bluegrasscloud.com. See the Bluegrass Cloud privacy policy for broader business privacy information.