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PagePilot Support Privacy Policy

Last updated: July 12, 2026

Katsushi Kawato ("we", "us") sets out this policy for information handled through the PagePilot support channel (the "Support Channel"), including questions, bug reports, and improvement suggestions.

This policy applies only to information that you voluntarily send through the Support Channel's online form, support email address, or support portal. It does not apply to the PagePilot app itself; information handling by the app is described in the App Privacy Policy. Unless you choose to use the Support Channel, the app does not automatically send personal or diagnostic information to it.

If you do not wish for information to be handled as described in this policy, please do not use the Support Channel. This does not restrict your ordinary use of the app.

1. Information We Collect

We may collect the following information through the Support Channel:

  • Your email address and any name or nickname you choose to provide.
  • Your request summary and description, replies, ticket number, and the dates and times of communications.
  • Attached screenshots, screen recordings, logs, and files needed to reproduce a problem.
  • Diagnostic information you voluntarily attach. This can include the app version, OS type and version, device information, time of occurrence, internal identifiers, error information, and runtime logs.
  • Technical information needed to operate the Support Channel securely. This can include access time, IP address, browser and device information, and authentication or activity logs recorded by YouTrack Cloud or its underlying infrastructure.

Do not send passwords, authentication codes, access tokens, payment details, the contents of scores, setlists, or text pages, or another person's personal information through the Support Channel. If such information is sent, we will not use it beyond what is necessary to investigate the reported issue.

2. How We Use Information

We use the information only to:

  • Respond to requests, ask for additional details, and communicate with you.
  • Reproduce, investigate, and fix bugs, and verify fixes with you.
  • Improve PagePilot's quality, usability, manuals, and known-issues guidance.
  • Organize duplicate reports, prevent abuse or spam, and operate the Support Channel securely.
  • Meet legal obligations or prevent or resolve disputes.

We do not use information sent through the Support Channel for advertising, third-party marketing, or purposes unrelated to support and investigation.

3. YouTrack Cloud and International Storage

We operate the Support Channel using YouTrack Cloud, provided by JetBrains s.r.o. Information you send is stored in tickets and reporter accounts in our YouTrack instance. A reporter account may be created from the email address you provide when you first submit a request. No advance registration or password setup is required.

Support Channel data is stored outside Japan in the Amazon Web Services region in Singapore. JetBrains and its service providers may handle the information to provide, maintain, secure, or back up YouTrack Cloud, or to provide technical support that we request.

We use YouTrack Cloud as a service provider that processes information for the Support Channel and limit access to authorized support personnel. We do not use settings that share tickets between testers, automatically share Customer Group tickets, or show public similar tickets.

4. Sharing of Information

We do not provide personal information to third parties except when:

  • It is processed by YouTrack Cloud and related infrastructure as described in this policy.
  • You have given your consent.
  • Disclosure is required by law, or is necessary to protect life, body, or property and it is difficult to obtain your consent.

Support personnel do not disclose an individual reporter's request, attachment, or identity to other testers. If we publish a knowledge-base article, known issue, manual, or similar material based on a report, we do not include information that identifies an individual.

5. Retention and Deletion

We retain information only for as long as needed. Our usual retention periods are:

  • Request text, replies, and the minimum record of how it was handled: 12 months after resolution or closure.
  • Diagnostic logs, screen recordings, and other attachments: 90 days after resolution or closure.

We may retain information longer where it is necessary for an ongoing investigation, continued communication with you, legal obligations, protection of rights, or security. In that case, we restrict retention to what is needed and delete or anonymize the information once the need ends.

Information deleted from YouTrack Cloud can remain in system backups for up to one month. It may not be possible to erase every copy immediately where a backup is needed for recovery or a record must be retained by law.

6. Security

We use safeguards such as least-privilege access, separation of public and internal comments, non-sharing between testers, periodic deletion of attachments, and a prohibition on collecting logs that contain credentials. However, no transmission or storage over the internet can be guaranteed to be completely secure.

7. Requests to Access, Correct, or Delete Information

Subject to applicable law, you may request access, correction, addition, deletion, restriction of use, or restriction of third-party provision of your information handled through the Support Channel. Please use the contact page and provide the relevant email address and, if known, ticket number. We may ask for information needed to verify your identity.

Anonymizing a reporter account does not necessarily remove request text, comments, or attachments. When you request deletion, we review the account and related tickets and attachments as well.

8. Changes to This Policy

We may review this policy when laws, our operations, or the Support Channel change. We will announce material changes on this page.

For how the PagePilot app itself handles information, see the App Privacy Policy.