Privacy Notice
Effective October 23, 2026
This notice explains how TierTek IT Solutions, LLC ("TierTek", "we", "us") handles information in the MSP Configuration Tool web application at certs.tiertek.com (the "Service") and in the ClientSupport desktop application that managed service providers deploy to their clients' computers ("ClientSupport"). Use of the Service is also governed by our Terms of Use.
Who this applies to
The Service is a business tool for managed service providers ("MSPs") and TierTek staff. It is not offered to consumers. When an MSP uses the Service to manage its own clients and their computers, the MSP decides what information about its clients and their users is collected, and TierTek processes that information on the MSP's behalf as its service provider. Each MSP is responsible for giving its own clients and end users any notices, and obtaining any consents, the law requires.
Information we collect
Account information. For each user of the Service: name or display name, email address, organization, assigned role, and account creation and update dates. Passwords are stored only as one-way hashes, never in readable form. If you set up two-factor authentication, we store the authenticator secret needed to verify your codes and the device label you choose.
Security and audit records. We record security-relevant activity, such as successful and failed sign-ins, password and two-factor changes, role changes, and administrative actions. Each record includes the time, the account involved, the IP address, and the browser's user-agent string.
MSP configuration. Information an MSP enters to configure ClientSupport for its clients: company profile and branding, contact details, client names, form and tray-menu settings, and outgoing mail server settings. The mail server password is stored encrypted.
Endpoint information from ClientSupport. When ClientSupport checks in, the Service records the computer's name, a randomly generated identifier for the installation, the public (WAN) IP address the check-in came from, when it first registered and last checked in, and the status of its certificate. In the Service's interface, only the owning MSP sees this per-computer detail. TierTek staff see only counts of active and inactive installations, which we use for licensing and billing.
Cookies. The Service uses only cookies that are strictly necessary for it to work: cookies that keep you signed in (sessions end after 20 minutes of inactivity and no later than 24 hours after sign-in), and cookies that protect forms against cross-site request forgery. We do not use analytics, advertising, or tracking cookies, and we do not load third-party analytics or advertising scripts.
Information we do not receive
Support tickets and onboarding or offboarding requests that end users submit through ClientSupport are sent directly from the user's computer to the MSP, using the MSP's own mail server. They are not sent to, or stored on, TierTek's servers. Diagnostic logs that ClientSupport writes stay on the user's computer.
The Service is not designed to store protected health information ("PHI") as defined by HIPAA, and TierTek does not intend to receive PHI through it. Do not enter PHI, or other sensitive personal information about patients or end users, into the Service. MSPs: if your agreement with TierTek requires a Business Associate Agreement, contact us. Your clients and their end users should direct any HIPAA questions to you, their MSP.
How we use information
We use the information above to:
- provide, operate, and maintain the Service and ClientSupport;
- authenticate users and keep accounts and the Service secure;
- detect, investigate, and prevent misuse, fraud, and security incidents;
- keep audit records of administrative and security-relevant activity;
- count active installations for licensing and billing;
- send service emails such as account invitations, verification codes, and password resets; and
- comply with legal obligations and enforce our Terms of Use.
How we share information
We do not sell personal information, and we do not share it for advertising. We share information only:
- with the MSP that owns it, which can see its own users, configuration, and endpoints;
- with TierTek personnel who need it to operate, secure, support, or back up the Service;
- with service providers that help us operate the Service, under obligations to protect it;
- when required by law, legal process, or a government request, or when needed to protect the rights, property, or safety of TierTek, our customers, or others; and
- as part of a merger, acquisition, or sale of all or part of our business, subject to this notice.
Security
We use reasonable administrative, technical, and physical safeguards. These include encryption in transit (TLS), encryption at rest for the Service's database and its backups, mandatory two-factor authentication, role-based access controls, and audit logging. No system is completely secure, and we cannot guarantee the security of information. Please keep your credentials and authenticator device secure, and tell us promptly if you suspect unauthorized access.
How long we keep information
- Security and audit records: about 365 days, then deleted automatically.
- Accounts, MSP and client records: while the account or relationship is active. When something is revoked we keep the record, marked as revoked, so audit history stays intact. We delete it when it is no longer needed for that purpose, or sooner if the law requires.
- Backups: kept for a limited period, generally up to about three months, then deleted as newer backups replace them.
Your choices and requests
If you use the Service through an MSP, contact your MSP's administrator first. They can update or remove your account and the information they manage. You can also contact us to ask about, correct, or delete personal information we hold about you. We will respond as required by applicable law, which may include passing your request to the MSP responsible for the information.
Children
The Service is for business use and is not directed to children. We do not knowingly collect personal information from children under 16.
Where information is processed
The Service is operated from, and its information is stored in, the United States.
Changes to this notice
We may update this notice. When we do, we will change the effective date above. If a change is material, we will provide notice through the Service or by email.
Contact us
TierTek IT Solutions, LLC — support@tiertek.com