SYP ServiceHub Privacy Policy

Last updated: 5 October 2026

This policy explains how SYP Tech Solutions ("we", "us") collects, uses and protects personal data in SYP ServiceHub: the customer tracking website at track.syptech.my, the staff website, the SYP ServiceHub Android app and the ServiceHub Mac app. We handle personal data in line with Malaysia's Personal Data Protection Act 2010 (PDPA).

Who the app is for

The SYP ServiceHub Android app is a work tool for SYP Tech Solutions technicians and administrators. Accounts are created by SYP Tech Solutions. You cannot sign up from the app. Customers use only the public tracking website and do not need an account.

Data we collect

Staff (technicians, sub-admins and admins)

• Account details: name, username, email, phone number, job title, department, hire date and an optional profile photo.
• Sign-in and security records: sign-in times, IP address, browser or device type, failed sign-in attempts and an audit trail of changes made in ServiceHub. Passwords are stored only as one-way hashes.
• Work records: job status updates, notes, checklists, photos and equipment details that you enter.
• Chat: messages, photos, videos, voice messages and files you send in ServiceHub chat.
• Device identifier for notifications: a Firebase Cloud Messaging token, so we can send job and chat alerts to your phone.

Customers

• Contact details: company or contact name, phone number, email address and site address.
• Service records: job and tracking details, equipment serial numbers and warranty dates, site photos and service notes.
• Device credentials you give us for a repair (for example a password, PIN or unlock pattern). These are stored encrypted and are viewable only by authorised staff working on your job. Each view is logged.
• Site location: GPS coordinates of the service site, if a technician records them.

App permissions and why we use them

• Location: only when a technician taps to record a job site's position. The app does not track technicians in the background.
• Camera: to scan equipment barcodes and to take job photos, chat photos and videos.
• Microphone: to record voice messages and video in chat, only while you are recording.
• Photos and files: to attach pictures and documents you choose to jobs or chats.
• Notifications: to alert you about job assignments and new chat messages.
• Fingerprint / face unlock: optional app lock. Your biometric data stays on your phone and is never sent to us.

How we use the data

• To schedule, carry out and record installation, repair and support work.
• To let customers check job progress and warranty status.
• To let staff communicate about jobs, and to contact customers about their service.
• To keep accounts secure, investigate misuse and keep audit records.

We do not sell personal data, use it for advertising, or use third-party analytics or ad tracking in the app.

Who we share data with

• Google Firebase Cloud Messaging delivers push notifications. Job alerts include the work order number and customer name. Chat alerts include only the sender's or group's name and "New message" (or "Photo", "Voice message" etc.), never the message text.
• Our web hosting provider stores the ServiceHub server and database.
• OpenStreetMap map tiles are loaded when a map is shown. This shares your IP address with the map server, but not job details.
• WhatsApp: when staff choose to message a customer, the app opens WhatsApp with a pre-filled message. Sending it is governed by WhatsApp's own privacy policy.
• Authorities, where the law requires it.

How we protect data

• All connections use HTTPS encryption.
• Chat messages and files, and customer device credentials, are encrypted on our server.
• The app keeps its sign-in token in the phone's encrypted storage and is excluded from phone backups.
• Screenshots are blocked while device passwords are displayed.
• Administrator accounts can use two-factor authentication, and must use it to sign in to the app. Access is limited by role and permission, and repeated failed sign-ins are blocked.

How long we keep data

Job, customer and warranty records are kept for as long as needed to provide service and warranty support, and as required for business and legal records. Chat messages are kept until deleted, or until their disappearing-message timer ends if one is set. Notification tokens are deleted when you sign out. When a staff member leaves, their account is deactivated or deleted. Their past work records are kept as part of the job history.

Your rights

You may ask to access or correct your personal data, ask us to delete it where we are not required to keep it, or withdraw consent for optional processing. Staff can update their contact details and password in My Profile. To request account or data deletion, or for any privacy question, email [email protected]. We will reply within 21 days.

Delete your SYP ServiceHub account or data

SYP ServiceHub accounts are created and managed by SYP Tech Solutions, so deletion is handled by our team.

1. Email [email protected] with the subject "SYP ServiceHub deletion request".
2. Include your name, your ServiceHub username (staff) or tracking number and phone number (customers), and whether you want your whole account or only some data (for example your profile photo or chat messages) deleted.
3. We will confirm your identity and complete the request within 21 days.

What is deleted: your account and sign-in access, profile details and photo, notification tokens and app sign-ins on all devices, and your chat messages and files.

What is kept: job, service and warranty records (including notes and photos linked to a job), because customers rely on them for warranty support. Staff names on these records are kept for up to 7 years as business records. Security and audit logs are kept for up to 12 months.

Children

ServiceHub is a business service and is not intended for children under 18.

Changes to this policy

We may update this policy as ServiceHub changes. The date at the top shows the latest version.

Contact

SYP Tech Solutions
Penampang, Sabah, Malaysia
Email: [email protected]