Privacy

Privacy Policy

Last updated November 3, 2026

What this covers

RequestCrew LLC, a South Carolina limited liability company (“RequestCrew,” “we,” “us”), runs this website (requestcrew.com) and the hosted helpdesks we run for our customers. This policy covers both. It explains what we collect, why, who helps us, and how long we keep it.

On this website

• The contact form asks for your name, email, organization, and message (and, if you like, how many techs you have). It’s saved on the site and emailed to us so we can answer you.
• The quote form asks for your organization, name, title, email, phone, mailing address, and the plan you’re interested in, so we can make your quote. Your quote is saved so we can follow up and match it to your purchase order.
• The free trial form asks for your organization, name, work email, the helpdesk address you’d like, roughly how many techs you have, your organization type, and (if you like) how you heard about us, so we can set up your trial and follow up with you.
• The pilot program form, when we’re taking applications, is a Google Form. It asks about you, your organization, your current helpdesk setup, and whether you’d be up for the pilot’s check-ins and a review. Your answers are stored in our Google Workspace account and used only to choose pilot organizations and talk with you about the pilot. We email you about other RequestCrew news only if you tick the box asking for it. Applications from organizations we don’t pick are deleted within 90 days after the pilot is chosen (if you asked for news, we keep your name and email for that).
• Spam protection. Our own forms use Cloudflare Turnstile to check that a person, not a bot, is sending them. Turnstile looks at information from your browser to do that, under Cloudflare’s privacy policy.
• Videos. Our tour video is on YouTube. Nothing loads from YouTube until you press play. Then it plays in YouTube’s privacy-enhanced player (youtube-nocookie.com), and Google handles what it collects under its own privacy policy.
• No tracking. We don’t use analytics, advertising, or tracking cookies. Like any website, our hosting company keeps basic server logs (such as IP addresses and browser types) for security and to keep the site running.

When you’re a customer

For billing, we keep your organization’s name, your billing contact’s name and email, your plan, and your invoices and payments. Payments go through Stripe: we never see or store full card or bank account numbers.

To give you support, the names, email addresses, and roles of the people who manage your helpdesk (its Super Admins and Admins) are copied to our support desk, so they can sign in there and ask for help. They’re turned off there when they stop managing your helpdesk or your plan ends. Anything they send us lives in our support desk like any other support conversation.

Inside your helpdesk

Your helpdesk holds what your organization puts in it: your people, their tickets and replies, files, knowledge base articles, and settings, plus, with the inventory add-on, your equipment and what your network scans and device lists find, and with the contracts add-on, your contracts, vendors, and their files. Your organization decides what goes in and who can see it. For that data, we act on your behalf.

We only access it to run and update your helpdesk, to fix a problem or help when you ask us to, to keep it secure, or when the law requires it. If you’re someone who uses a helpdesk run by one of our customers, ask that organization about your information. We’ll help them with any request.

Articles your organization marks public can be read by anyone, without signing in. Everything else needs a sign-in.

Things your organization turns on, like Microsoft 365 or Google sign-in, a mailbox, chat apps, remote support through Zoho Assist or TeamViewer, device lists from Microsoft Intune or Google Workspace, or AI help with its own Claude or Azure OpenAI account, exchange the information they need with those services under your organization’s accounts. AI help is off unless your organization turns it on, and it only sends what that setting allows.

Who helps us

We use a small number of companies to run RequestCrew, and each only gets what it needs to do its job:

• Hostinger hosts this website, and the server your helpdesk runs on, in Boston, Massachusetts.
• Backblaze stores off-site copies of backups and attached files. They’re encrypted with a key only we hold before they leave our server, so Backblaze can’t read them. They’re kept in Backblaze’s US East region.
• Amazon Web Services sends and receives your helpdesk’s email when it uses RequestCrew mail, the built-in email, from its Ohio region. Incoming messages wait there only until our server collects them, a few seconds as a rule and never more than 7 days.
• Google Workspace carries our email and holds pilot program applications.
• Stripe handles invoices and payments.
• Cloudflare provides the spam check on our forms.
• Google (YouTube) plays our tour video, only when you press play.

How long we keep it

• Your helpdesk stays as long as you’re a customer. Database backups from the last 7 days and nightly backups from the last 14 stay on our server, and off-site copies up to 30 days. When it’s removed (after a plan ends or a trial isn’t picked up, see our Terms), its data and its nightly backups are deleted from our servers. One final backup is kept for 30 days in case you need it, and off-site copies age out within 30 days. After that, it’s gone for good.
• Billing records are kept as long as tax and accounting rules require.
• Website messages and quotes are kept as long as they’re useful for answering you and for our business records.
• Support conversations are kept as long as they’re useful for helping you.

Keeping it safe

Every helpdesk gets its own database and files, never shared with another customer’s. Everything travels over HTTPS. Passwords are stored as one-way hashes, and keys and passwords for connected services are encrypted. Backups run every night, and every 15 minutes for databases, with encrypted copies kept off the server. Access to the servers is limited to us.

Your choices

You can ask us what we have about you, ask us to correct it, or ask us to delete it, by writing to hello@requestcrew.com. For information inside a customer’s helpdesk, start with that organization: they control it, and we’ll help them.

RequestCrew is a tool for organizations and isn’t meant for children under 13.

Changes and questions

When this policy changes, we’ll update the date at the top, and email customers about changes that matter to them. Questions go to hello@requestcrew.com, or support@requestcrew.com if you’re a customer. Our mailing address is RequestCrew LLC, 1805 Clemson Rd #290752, Columbia, SC 29229.