At Thena, we take your privacy seriously. This Privacy Policy explains what personal information we collect and how we use it.
Last updated: January 27, 2025
Introduction
Pivoting Owl Inc. ("Thena") provides a solution for businesses to create, track and analyze tickets to efficiently manage business workflows.
This privacy policy describes how Thena collects, uses, discloses and otherwise processes personal information in connection with our website, web application, and any other sites or services that link to this privacy policy (collectively, the "Services"), and explains the rights and choices available to individuals with respect to their information.
This privacy policy does not apply to personal information (including name, business email address and metadata) that we process on behalf of our customers. We process this information as instructed by our customers, in our capacity as a service provider/data processor, in accordance with the terms of our data processing addendum.
Personal information we collect
At Thena, we collect and process personal information necessary to provide our ticketing platform and related services. This includes:
Information provided by users
Account information – Name, email address, phone number, job title, and company details provided during account creation or profile setup.
Ticket data – Information included in support requests, such as messages, attachments, and metadata from Slack, Microsoft Teams, email, or custom portals.
Payment and billing information – If applicable, we collect payment details and billing addresses for subscription management.
Information collected automatically
Usage data – Logs, timestamps, and interaction data when using the Thena platform, including ticket activity, AI recommendations, and workflow automation.
Device and technical information – IP address, browser type, operating system, and device identifiers to optimize platform performance and security.
Information from third-party integrations
Connected platforms – If users integrate Thena with third-party apps (e.g., Jira, Salesforce, Zendesk), we collect and process relevant data to facilitate ticketing and automation.
AI-powered processing – When AI models refine tickets, tag content, or generate responses, they process user-provided data to enhance efficiency.
We use this data to operate, improve, and secure our platform while ensuring compliance with applicable privacy laws. For more details, refer to our Product terms and Security policy.
Data collection tools
We use the following tools for automatic data collection:
Cookies
Text files that websites store on a visitor's device to uniquely identify the visitor's browser or to store information or settings in the browser for the purpose of helping you navigate between pages efficiently, remembering your preferences, enabling functionality, and helping us understand user activity and patterns.
We use both persistent cookies and session cookies. Persistent cookies stay on your device for a set period of time or until you delete them, while session cookies are deleted once you close your web browser. We use persistent cookies, for example, to record your choice of language and country location.
The cookies placed through your use of our website are either set by us (first-party cookies) or by a third party at our request (third-party cookies).
We use the following categories of cookies:
Essential: Necessary for technical operation of our services
Functionality / performance: Enhance functionality and performance
Analytics: Help us understand service usage and track email engagement
Other technologies
Local storage technologies: Like HTML5, providing cookie-equivalent functionality
Web beacons: Also known as pixel tags or clear GIFs, used to track webpage or email access
How we use personal information
We use personal information for the following purposes:
Core service provision
Providing and supporting our Services: Operating, maintaining, and providing our Services in accordance with our terms of service
Communication: Responding to requests, providing support, and sending service-related communications
Enhancement and protection
Troubleshooting and testing
Understanding user needs and interests
Protecting against unauthorized or illegal activity
Research and development
We may use personal information for research and development purposes, including creating anonymized data for analysis and service improvement.
Marketing and compliance
Direct marketing: Sending Thena-related communications (with opt-out options)
Legal compliance: Meeting obligations and protecting rights
Information sharing
We may share personal information with:
Service providers: Third parties helping operate our Services
Professional advisors: Lawyers, bankers, auditors, and insurers
Authorities: Law enforcement and government agencies when required
Business transfers: In connection with corporate transactions
Your rights and choices
Marketing communications
Opt out of marketing emails using unsubscribe links or by contacting legal@thena.ai
Personal information rights
You may request:
Information about our data collection and use
Access to your personal information
Correction of inaccurate data
Deletion of unnecessary data
Restrictions on our data use
Online tracking choices
Control your data through:
Browser cookie settings
Privacy browsers and plugins
Google Analytics opt-out