Hengine Privacy Policy
Effective Date: June 15, 2026
Last Updated: June 15, 2026
At Hengine, your privacy matters to us. This Privacy Policy explains what information we collect, how we use it, how we protect it, and what choices you have.
We wrote this Privacy Policy in simple language so every user can understand it. By using Hengine, you agree to this Privacy Policy. If you do not agree, please do not use Hengine.
1. Who We Are
Hengine is an AI ticket management and request tracking platform. It helps teams manage tickets, tasks, requests, deadlines, SLAs, workflows, reports, and team performance in one place.
In this Privacy Policy, “we,” “us,” and “our” refer to Hengine. “You,” “user,” or “customer” refers to the person, company, team, or organization that uses the Hengine platform.
Hengine may be used by:
2. What This Privacy Policy Covers
This Privacy Policy explains how Hengine handles information when you use our website, platform, dashboard, ticket system, AI features, integrations, API, support, demo forms, and related services.
This policy is here to help you understand what happens to your information. It also explains what Hengine does to protect your data and what you are responsible for.
This Privacy Policy covers:
1. Information we collect.
2. Information we do not collect.
3. How we use information.
4. How your data is encrypted.
5. How we share information.
6. How long we keep information.
7. Your privacy rights.
8. Cookies and tracking.
9. AI and automation.
10. Third-party services.
11. Security responsibilities.
12. How to contact us.
3. Our Main Privacy Promise
We do not sell your personal information. We do not use your private ticket content for advertising. We do not read your protected customer content unless it is required to provide support and you allow us or the law requires it.
Hengine is built to protect business workflows and customer trust. Your ticket data, request details, notes, attachments, and internal information are protected using encryption and access controls.
Our privacy promise is simple:
4. Important Note About Data Storage and Encryption
Hengine does not store your private customer content in a readable public form. Your protected workspace data is encrypted, and sensitive user content is protected with end-to-end encryption where supported by the product.
Some information must still be processed or stored so Hengine can work properly. For example, we may need account details, login records, billing status, security logs, team roles, ticket metadata, and system settings.
This means:
1. Your protected content is encrypted.
2. Hengine does not sell your data.
3. Hengine does not use your private ticket content for ads.
4. Hengine may store limited account, security, billing, and system records needed to run the platform.
5. Some metadata may be needed to show dashboards, SLA clocks, reports, routing, notifications, and audit logs.
6. If you delete or close your account, we may delete or anonymize data according to our retention rules.
5. Information We Collect
We collect information only when it is needed to provide Hengine, keep the platform secure, support users, process payments, improve performance, or comply with legal duties.
Some information comes from you directly. Some information is created automatically when you use Hengine. Some information may come from your company, admin, integrations, or payment provider.
A. Account Information
We collect basic account details so we can create your account, identify you, and let you use Hengine safely.
This may include:
B. Company and Team Information
If Hengine is used by a company or organization, we may collect information about that company and its users.
This helps Hengine manage team access, roles, billing, security, and workspace settings.
This may include:
C. Ticket and Request Information
Hengine is a ticket management platform, so users may add information to tickets, tasks, requests, comments, notes, and attachments.
This information belongs to the customer or organization using Hengine.
This may include:
D. Usage and Activity Information
We collect limited usage information to keep Hengine working, improve the platform, detect errors, and protect accounts.
This may include:
E. Billing and Payment Information
If you use a paid plan, we may collect billing-related information. Payment card details may be handled by trusted payment processors, not directly by Hengine.
This may include:
We do not intentionally store full card numbers on our own systems unless clearly stated and handled through secure payment systems.
F. Support Information
If you contact Hengine support, we may collect information needed to help you.
This may include:
G. Demo, Sales, and Contact Form Information
If you request a demo, contact sales, or submit a form on our website, we may collect the information you provide.
This may include:
6. Information We Do Not Collect Intentionally
We do not want users to upload unnecessary sensitive information into Hengine. Hengine is built for request tracking, not for storing highly sensitive personal records unless your plan and legal agreement allow it.
You should not add highly sensitive information unless your organization is legally allowed to do so and has proper safeguards in place.
Please do not upload unnecessary:
If you upload this type of information, you are responsible for making sure you have the legal right to do so.
7. How We Use Your Information
We use information to provide Hengine and make the platform work correctly. We do not use your private ticket content to sell ads or sell your data.
We only use information for clear business, security, service, legal, and support reasons.
We may use information to:
1. Create and manage your account.
2. Let you log in safely.
3. Provide ticket management features.
4. Route tickets to the right users.
5. Track SLA deadlines.
6. Send ticket notifications.
7. Show dashboards and reports.
8. Process payments and invoices.
9. Provide customer support.
10. Fix bugs and improve performance.
11. Detect fraud, abuse, or security risks.
12. Protect Hengine, users, and the platform.
13. Follow legal requirements.
14. Enforce our Terms and Conditions.
15. Improve features using safe, aggregated, or anonymized data.
8. How We Use AI and Automation
Hengine may use AI and automation to help with ticket routing, SLA risk alerts, workload insights, report summaries, trend detection, and workflow suggestions.
AI is used to help your team work faster, but AI does not replace human review. Your team is responsible for checking AI suggestions before taking action.
AI may help with:
Important limits:
1. AI may not always be correct.
2. AI results should be reviewed by a human.
3. Hengine does not guarantee that AI will prevent every missed SLA.
4. Hengine does not use your private encrypted ticket content for advertising.
5. Hengine may use anonymized or aggregated usage patterns to improve platform performance where allowed.
9. End-to-End Encryption and Data Protection
Hengine protects user data with encryption. Protected workspace content is encrypted, and sensitive content is end-to-end encrypted where supported by the product.
End-to-end encryption means that protected content is encrypted so it cannot be easily read by unauthorized people. This helps keep ticket details, notes, and attachments safer.
Our encryption and protection approach may include:
Important note:
10. How We Share Information
We do not sell your personal information. We only share information when it is needed to provide Hengine, support users, process payments, protect security, comply with law, or complete a business transfer.
Sharing is limited and controlled. We require service providers to handle information responsibly and only for the services they provide to us.
We may share information with:
A. Your Organization and Team Members
If you use Hengine through a company account, your company admin may control your workspace.
Your admin may be able to:
If your company provides your account, contact your company admin for privacy questions about workspace content.
B. Service Providers
We may use trusted service providers to help us run Hengine.
These may include:
These providers may only access information needed to perform their services.
C. Third-Party Integrations
If you connect Hengine with another tool, that tool may receive certain data based on the permissions you approve.
Examples include:
You are responsible for checking the privacy policy and permissions of any third-party service you connect.
D. Legal and Safety Reasons
We may share information if we believe it is required to:
E. Business Transfer
If Hengine is merged, sold, financed, reorganized, or transferred to another company, information may be transferred as part of that business event.
If this happens, we will try to make sure your data remains protected under reasonable privacy safeguards.
11. We Do Not Sell Your Data
Hengine does not sell your personal information. We do not sell your ticket content, attachments, internal notes, workflow data, or private customer information.
We also do not give your private workspace content to advertisers.
This means:
12. Cookies and Tracking
Hengine may use cookies and similar tools to make the website and platform work better. Cookies are small files that help websites remember information.
Some cookies are needed for login and security. Some help us understand how users interact with our website or platform.
We may use cookies to:
You can control cookies in your browser settings. If you turn off cookies, some Hengine features may not work properly.
13. Marketing Communications
We may send emails about product updates, service messages, demos, offers, newsletters, or helpful resources.
You can unsubscribe from marketing emails at any time. Even if you unsubscribe from marketing emails, we may still send important service messages.
Service messages may include:
14. Data Retention
We keep information only as long as needed for the purpose it was collected, unless the law requires or allows a longer period.
Some data must be kept to provide the service. Some may be kept for billing, security, legal, audit, backup, or dispute reasons.
Our retention rules may include:
1. Active accounts: We keep account and workspace data while the account is active.
2. Closed accounts: We may delete or anonymize data after account closure.
3. Billing records: We may keep billing and invoice records as required by law.
4. Security logs: We may keep logs for fraud prevention, audit, and security.
5. Backups: Deleted data may remain in secure backups for a limited period.
6. Legal needs: We may keep data longer if required for legal claims, disputes, compliance, or investigations.
When data is no longer needed, we may delete it, anonymize it, or securely isolate it until deletion is possible.
15. Data Deletion
You may request deletion of certain personal information, depending on your account type, legal rights, and our retention duties.
If your account is managed by an organization, your company admin may control deletion of workspace data.
Deletion may be limited if:
To request deletion, contact us at info@henginesdp.com.
16. Your Rights and Choices
Depending on where you live, you may have privacy rights over your personal information.
We will honor valid privacy requests when required by applicable law.
Your rights may include:
1. Access: You can ask what personal information we have about you.
2. Correction: You can ask us to correct wrong or outdated information.
3. Deletion: You can ask us to delete certain information.
4. Portability: You can ask for a copy of certain information.
5. Restriction: You can ask us to limit certain uses of your data.
6. Objection: You can object to certain processing where allowed.
7. Withdraw consent: If we rely on your consent, you may withdraw it.
8. Marketing opt-out: You can unsubscribe from marketing messages.
9. Complaint: You may contact a privacy authority if local law allows.
To use these rights, contact us at info@henginesdp.com.
We may need to verify your identity before completing a request. This helps protect your information from unauthorized access.
17. Workspace Admins and Managed Accounts
If you use Hengine through your employer, client, or organization, your account may be managed by that organization.
In that case, your organization may control your access, permissions, workspace data, and retention settings.
Your organization may be able to:
If your account is managed by an organization, please contact your organization’s admin for questions about internal data use.
18. Third-Party Services and Links
Hengine may contain links or integrations with third-party websites, tools, or services.
These third-party services are not controlled by Hengine. Their own privacy policies and security practices apply.
Examples may include:
Before connecting a third-party service, you should review its privacy policy and permissions.
Hengine is not responsible for how third-party services collect, use, store, or share your data.
19. International Data Processing
Hengine may be used by customers in different countries. Your information may be processed or stored in countries where Hengine, our hosting providers, or our service providers operate.
Different countries may have different privacy laws. We take reasonable steps to protect your information when it is processed outside your country.
By using Hengine, you understand that your information may be processed in other locations where our systems or service providers operate.
20. Regional Privacy Rights
Some regions have special privacy rules. If those rules apply to you, you may have extra rights.
These regions may include the European Economic Area, the United Kingdom, California, and other U.S. states or countries with privacy laws.
Depending on your location, you may have rights to:
To make a privacy request, contact info@henginesdp.com.
21. Children’s Privacy
Hengine is not made for children. It is intended for business and organization use.
We do not knowingly collect personal information from children under the age required by applicable law.
If we learn that a child has provided personal information without proper permission, we may delete that information.
Parents or guardians may contact us at info@henginesdp.com if they believe a child has provided information to Hengine.
22. Security Responsibilities
Hengine works to protect the platform, but security is a shared responsibility. We protect our systems, and users must also protect their accounts.
Good security depends on both Hengine and the customer using the platform carefully.
Hengine is responsible for:
You are responsible for:
Hengine is not responsible for security problems caused by weak passwords, shared accounts, unsafe devices, user mistakes, misconfigured permissions, or third-party tools.
23. Data Breach and Security Incidents
If we become aware of a security incident that affects personal information, we will take reasonable steps to investigate and respond.
If required by law, we will notify affected users, customers, regulators, or organizations.
Our response may include:
You must notify Hengine quickly if you believe your account, password, API key, integration, or workspace has been compromised.
24. API Keys, Webhooks, and Integrations
Hengine may allow customers to use APIs, webhooks, and integrations. These features can move data between Hengine and other systems.
You are responsible for protecting API keys, webhook URLs, tokens, and connected accounts.
You should:
1. Keep API keys secret.
2. Use only trusted integrations.
3. Review permissions before connecting tools.
4. Remove old or unused integrations.
5. Rotate credentials when needed.
6. Avoid sharing tokens in public places.
7. Monitor integration activity.
Hengine is not responsible for data exposure caused by customer-managed API keys, webhook settings, third-party tools, or unsafe integration setup.
25. Support Access to Your Data
Hengine support may need limited access to account or technical information to help solve a problem.
We try to access only what is needed to provide support, fix bugs, investigate errors, or protect the platform.
Support access may happen when:
Where possible, we encourage you not to send unnecessary sensitive information in support messages.
26. Aggregated and Anonymous Data
Hengine may use aggregated or anonymized data to understand how the platform is used and improve the service.
Aggregated or anonymized data does not identify you personally.
We may use it to:
We will not try to identify you from anonymized data.
27. Testimonials and Customer Stories
We may ask to use your name, company name, logo, review, or customer story for marketing.
We will only publish testimonials, logos, or customer stories with permission where required.
If you gave permission and later want us to remove a testimonial, contact us at info@henginesdp.com.
28. Legal Basis for Processing
Where required by law, we process personal information only when we have a valid reason to do so.
These reasons may include:
1. To provide the service: We need data to operate Hengine.
2. To fulfill a contract: We process information to deliver your plan and account.
3. To follow the law: We may need records for tax, legal, or compliance reasons.
4. For legitimate business interests: We may use data for security, product improvement, fraud prevention, and support.
5. With consent: We may ask your permission for certain marketing, testimonials, or optional features.
29. What Happens If You Do Not Provide Information
Some information is required to use Hengine. If you do not provide required information, some features may not work.
For example:
You can choose not to provide optional information, but required information is needed for the service.
30. Changes to This Privacy Policy
We may update this Privacy Policy from time to time. We may update it to reflect new features, legal changes, security updates, or business changes.
When we make important changes, we may notify you by email, platform notice, website notice, or another reasonable method.
If you continue using Hengine after the updated Privacy Policy becomes effective, it means you accept the updated policy.
If you do not agree with the updated policy, you should stop using Hengine and contact us about closing your account.
31. Contact Us
If you have questions about this Privacy Policy, your data, your rights, or Hengine’s privacy practices, please contact us.
Hengine
Email: info@henginesdp.com
Phone: +1 (951) 622-8126
Website: https://henginesdp.com
Company Legal Name: Medisure Solution LLC
Company Address: Texas, USA
Please include enough detail in your request so we can understand and respond properly.
32. Simple Summary
Your trust matters to Hengine. We protect your data, use encryption, and do not sell your personal information.
Hengine uses information only to provide the platform, secure accounts, support users, process payments, improve features, and follow the law.
In simple words: