About the contact form
- The support contact form asks for your email address, the product, the type of message and your message. The app version, and your device and OS, are optional. We do not ask your name. The language of the page you are using is also sent along automatically.
- We use what you enter only to reply to you and to keep a record of the support we gave. We do not use it for advertising or analytics.
- What you send passes through Cloudflare, Inc.'s systems and reaches our support inbox as an email. We also keep it in an administration database that only we use (Cloudflare, Inc.'s D1).
- The database holds your email address, your message, our replies and the notes we make about the matter. These four are stored encrypted, and the key to decrypt them is managed by us alone. The time received, language, product, type of message, app version, OS and the status of the matter are stored without encryption.
- Only our operator can see what is stored. A list shows your email address in part and does not show your message. The whole is shown only when one item is opened. We record which operation was done and when, without any of the content.
- To stop the form being used many times in a short while, we make a value that cannot be turned back into your email address or your connection information, and record it. The converted value is deleted on a rolling basis once it passes 24 hours old. The time between opening the page and sending is used only to tell machines from people, and is not recorded.
- Cloudflare, Inc. may handle connection information in order to deliver the page and send the message. A record of the sending may stay on Cloudflare's side.
- We keep the emails you send and our replies to you as a record of the support we gave, in our support inbox at Google's email service (Gmail). Both the database and the inbox may be stored in facilities outside Japan.
- We keep them for one year after the matter is settled. If a matter is not settled and we do nothing about it for 90 days, we treat it as settled then, and the year starts from that day. What the database holds is deleted by a daily job once its period has passed. The record of operations is deleted after one year. Emails and replies in the inbox are deleted in turn once they are older than one year. Messages about payment, and anything else the law requires us to keep, are kept for the period the law sets.
- If you would like them deleted, tell us through the contact form. On request we delete what the database holds. After that, a recovery feature may keep it, still encrypted, for up to 30 days. The emails and replies in our inbox are not deleted by this. They stay in the inbox until the period above has passed.