Government Requests Policy

Our customers trust us with their conversations and their customers' personal data. This policy explains how we respond when a government agency or law enforcement asks us for that data.

1. Customer data belongs to our customers

The conversations, contacts and articles in a ThriveDesk account belong to the customer who owns it. When an agency asks us for that data, we first ask it to request the data from the customer directly. We only hand over data ourselves when the law requires it and the customer can't be asked.

2. What we require

• A request must come through valid legal process, such as a subpoena, court order or search warrant, that applies to us.
• It must be in writing, identify the account clearly, and ask only for what the investigation needs.
• We review every request. We push back on requests that are unclear, too broad, or that we don't believe are legally valid.
• When we do disclose, we give only the data the request specifically covers.

3. Telling our customers

We tell the customer about a request before we disclose anything, so they have a chance to challenge it. We don't notify when the law forbids it or a court has ordered us not to. When that restriction ends, we notify the customer then.

4. Emergencies

If we believe in good faith that someone faces an immediate risk of death or serious harm, we may share limited data without legal process to help prevent it. We record every emergency disclosure and tell the customer afterwards where the law allows.

5. Requests from outside our jurisdiction

Agencies outside the United States should use the mutual legal assistance process between their country and ours. We review direct requests case by case against the law that applies to us and to the data.

6. No backdoors

We haven't built, and won't build, a backdoor or other hidden access into ThriveDesk for any government. We don't give any agency direct access to our systems or encryption keys.

7. How to send a request

Agencies can send requests to help@thrivedesk.com, addressed to ThriveDesk LLC with "Legal request" in the subject line. Requests that don't follow section 2 will be returned.