Staff Data Handling & Privacy Policy
1. Purpose and scope
FILLIT Diesel Trading LLC ("FILLIT", "we") uses the Support Desk to record and handle customer requests. Doing that means we hold personal data about our customers and about our own staff. This policy sets out how that data must be handled.
It applies to everyone who signs in to the Support Desk: agents, department admins, global admins and Management, whether permanent, temporary or contracted.
It covers data inside the Support Desk and any copy of it, wherever that copy ends up (screens, printouts, emails, phones, chat messages).
This is an internal staff policy. Customers are covered by a separate customer privacy notice and terms of service.
2. What data the Support Desk holds
Customer data
- Contact details: name, company, phone number and email address.
- Ticket content: subject, description, comments, internal notes, status, priority, category and the history of who did what and when.
- Anything the customer tells us while asking for help. This can include account details, delivery locations, invoice numbers or vehicle details.
Staff data
- Name, work email, department and role.
- Sign-in records: when you signed in, from which browser, and whether it was allowed or blocked.
- Your activity on tickets (assignments, comments, status changes).
- Your own settings: notification choices, theme, and your private reminders.
What should not be in the Support Desk
Do not record anything the job does not need. In particular, never type in full card numbers, bank account numbers, passwords, Emirates ID or passport numbers, or health details. If a customer sends any of these, do not copy them into a ticket; record only that they were received and handled.
3. Who can see what
Access is based on your department and role. The system enforces these rules itself; do not try to get around them.
- Agents see the tickets and customers of their own department.
- Department admins see their own department, manage its tickets and see analytics for their department only.
- Global admins see all departments, manage accounts and see system logs. Anyone in the Management department sees analytics for all departments.
- Cross-department access is given only by a global admin, only where the work needs it, and should be removed when it is no longer needed.
- Private reminders can be seen by their owner only. No admin can read them.
You may look at a customer or ticket only when you need to for your work. Being able to open a record is not a reason to open it.
4. Rules for handling customer data
- Need to know. Open, read and share customer data only for the ticket you are working on.
- Keep it in the Support Desk. Do not copy customer data into personal notes, personal email, WhatsApp, personal cloud storage or spreadsheets on your own device. If data must leave the system (for example to a supplier), share only what is needed, through FILLIT work tools, and note it on the ticket.
- No photos or screenshots of customer data on personal phones. Work screenshots go into the ticket, not into chats.
- Internal notes stay internal. Write internal notes as if the customer might one day read them: factual and polite. Check twice before posting a customer reply.
- Keep subjects plain. Do not put phone numbers, invoice amounts or other personal details in ticket subjects; subjects appear in notifications and emails.
- Right customer, right ticket. Before replying or sharing anything, check the customer and company match the ticket.
- Correct mistakes. If you find wrong or out-of-date customer details, update them.
- Do not share your account. Never let anyone use your sign-in, and never sign in for someone else.
- Ask if unsure. If you are not sure whether something is allowed, ask your department admin before doing it.
- In case of a password leak, please revoke your existing password and create a new one.
5. Sign-in, sessions and shared computers
- You sign in with your FILLIT Microsoft work account only. Personal accounts are not accepted.
- You are signed out automatically after 60 minutes without activity, and after 12 hours in any case.
- Lock your screen (Windows key + L) whenever you leave your desk.
- On a shared or borrowed computer, always use Sign out when you finish. Signing out also clears unsent drafts saved in that browser.
- Do not sign in on public computers (internet cafes, hotel business centres).
- If you notice a sign-in you do not recognise, or think someone else used your account, report it at once (see section 10).
6. Email notifications
- The Support Desk emails you when a ticket is assigned to you, and (for department admins) when a ticket arrives in or is escalated to your department.
- Emails go only to your FILLIT work email, the one you sign in with. They are never sent to personal addresses.
- Emails contain the ticket number, subject, priority, category, department and a link. They do not contain customer contact details or the ticket conversation.
- Do not forward these emails outside FILLIT, and do not set up automatic forwarding of your work mailbox to a personal account.
- You can turn emails off in Notification settings.
7. Where data is stored and processed
Data is encrypted while it travels over the internet (HTTPS) and while stored by the providers we use. Database access rules make sure each person sees only what their role allows, even if the application has a fault.
8. How long we keep data
| Data | Kept for |
|---|---|
| Sign-in log | 30 days |
| System error log | 30 days |
| Record of sent notification emails | 30 days |
| Unsent drafts in your browser | Up to 14 days, or until you sign out |
| Tickets, comments and customer records | 1 year |
| Staff accounts | Never deleted |
Do not delete tickets or customer records yourself to "tidy up". Old records are deleted automatically, following this table.
9. Cookies and browser storage
The Support Desk uses only its own cookies, only for things it needs to work. There are no advertising, tracking or third-party analytics cookies.
| Name | Purpose | How long |
|---|---|---|
| sb-...-auth-token | Keeps you signed in | Until you sign out or the session ends |
| fillit_last_seen | Signs you out after 60 minutes idle or 12 hours | 12 hours |
| fillit_cookie_notice | Remembers that you saw the cookie notice for this sign-in | Until you sign out |
| theme | Light or dark mode | 1 year |
| sidebar_collapsed | Whether the side menu is collapsed | 1 year |
Sign-in cookies cannot be read by scripts on the page, are sent only over HTTPS, and are not sent to other websites.
Your browser also keeps unsent drafts of ticket replies on your own computer for up to 14 days. They are cleared when you sign out.
You see a short cookie notice each time you sign in.
10. Data incidents and how to report them
A data incident is anything that puts customer or staff data at risk, for example:
- data sent to the wrong customer or the wrong email address;
- a lost or stolen laptop or phone that was signed in;
- someone else using your account, or a sign-in you do not recognise;
- customer data found outside the Support Desk where it should not be;
- a suspicious email asking for your sign-in details.
What to do
- Report it straight away to Customer support at admin@fillit.co or support@fillit.co, even if you are not sure it is serious. Do not wait to investigate yourself.
- Do not delete anything that shows what happened.
- If a device is lost, also tell IT so your Microsoft account can be signed out everywhere.
The person responsible will assess the risk, contain it, and decide whether customers or the authorities must be told. Under UAE law, serious breaches may need to be reported to the regulator and to affected people without delay. Reporting an honest mistake quickly is always better than hiding it.
11. Customer requests about their data
Customers may ask to see the data we hold about them, correct it, delete it, or stop us using it.
- Do not answer these requests yourself, and do not delete anything.
- Record the request in a ticket and pass it to aidev@fillit.co.
- Check that the person asking really is the customer (or is authorised by their company) before anything is shared.
Correcting a simple mistake in contact details (a wrong phone number, a misspelt name) is part of normal work and does not need to be passed on.
12. Responsibilities, review and contacts
- Every user follows this policy and reports incidents.
- Department admins make sure their team knows this policy, and tell a global admin when someone joins, moves or leaves so their access changes.
- Global admins manage accounts and access, and review cross-department access regularly.
- P.L.E.N.A. Cooray owns this policy, handles incidents and customer requests, and answers questions.
Breaking this policy may lead to access being removed and to disciplinary action, in line with FILLIT's HR policies.
This policy is reviewed at least once a year, and whenever the Support Desk changes in a way that affects personal data.