Support Ticket Privacy Policy

Last updated: 2026-08-13

This policy explains what information our Discord support-ticket bot collects when you use the ticket system, why we collect it, how long we keep it, how it is protected, and how you can have it deleted. It applies to the LemonCloud Discord server where the bot operates.

What we collect

When you open a support ticket, the bot processes:

  • The messages sent inside your ticket channel — the text, attachments, and embedded content you and our staff send while the ticket is open. We use this to respond to your request and, when the ticket is closed, to produce a transcript of the conversation.
  • Discord account identifiers — the Discord user IDs of the ticket’s participants and the staff who handled it, so tickets can be attributed and audited.

The bot only processes messages inside ticket channels it creates. It does not read messages in any other channel, and it does not read your direct messages.

Why we keep transcripts

When a ticket is closed, the conversation is saved as a transcript. Transcripts let our staff review how a report, appeal, or support request was handled, resolve disputes fairly, and give you a record of your own ticket.

How long we keep it

  • Ticket transcripts: stored for up to 30 days after the ticket is closed, then automatically and permanently deleted.

How it is stored and protected

Transcripts are stored in a private database that is not publicly accessible and is encrypted at rest. They can be viewed only by authorised LemonGaming staff, or by the ticket’s own creator through a private link containing an unguessable access token.

Tracking and opt-out

Because a ticket transcript is a record of the conversation, messages you send inside a ticket are recorded for as long as the transcript is retained; there is no partial opt-out within an open ticket. You are never required to open a ticket, and you may request deletion of your transcript at any time (see below).

How to request deletion

You can ask us to delete your ticket transcripts at any time by:

  • emailing support@lemoncloud.org, or
  • opening a ticket in our Discord server: discord.gg/lemoncloud

We will delete the data within a reasonable period, unless we are required to keep it to resolve an active dispute or to comply with a legal obligation.

Sharing and AI

We do not sell or share this data with third parties. We do not use it to train machine-learning or AI models.

Changes to this policy

We may update this policy from time to time; the “Last updated” date above reflects the most recent version.