Privacy Policy

1. Who we are

Tera LLC, doing business as Tera Systems ("Tera Systems", "we", "us"), provides managed IT, networking, cloud, software, IoT and 3D printing services. This policy explains what personal information we collect, how we use it, who we share it with, and the choices you have. It applies to our website (terasystems.io and its subdomains), our client portal, our support channels, and the services we provide.

2. Information we collect

Information you give us

• Contact details: name, business name, email, phone number and address when you contact us, book a call, request a quote, or become a client or partner.
• Project and support details: what you tell us about your needs, support tickets, chat messages, emails and call notes.
• Account details: login details for our client portal or partner program.
• Payment details: payments are processed by Stripe. We do not see or store your full card number.
• Remote support: if you join a remote support session, our technician can see and control your screen only for that session and only after you allow it.

Information we collect automatically

• Device and usage data: IP address, browser type, pages visited and the time of your visit, collected through server logs and cookies.
• Security and system logs: records of requests to our systems, used to keep them secure and working.
• Sensitive information: we do not ask for sensitive information (such as health data, government ID numbers or precise location). If a job needs it, we ask for your consent first and use it only for that job.

Information from other sources

• Marketplaces and partners: if you request a quote through a marketplace such as Thumbtack, or a partner refers you, we receive the details you or they shared (for example your name, project description and location).
• Connected accounts: if you connect an account to us (for example with "Sign in with" or an authorization screen), we receive only the information that the account allows and you approve.
• Public business sources: for business-to-business outreach, we may collect business contact details (such as name, job title, work email and company) from public sources such as company websites and business directories.

3. How we use your information

• To provide, support and improve our services.
• To reply to messages, quotes, leads and support requests.
• To schedule calls and appointments.
• To send invoices, process payments and keep business records.
• To send service messages (for example appointment reminders and ticket updates).
• To send marketing or business outreach emails. Every marketing email has an unsubscribe link, and we honor opt-outs promptly.
• To run our partner referral program, including tracking referrals and paying commissions.
• To keep our website and systems secure, prevent fraud and fix problems.
• To meet legal, tax and accounting obligations.
• Text messages: we send texts only if you agreed to receive them. Reply STOP to stop at any time. Message and data rates may apply.
• AI tools: we may use AI tools to help draft replies, summaries and documents. A person reviews this work, and we do not allow these tools to train public models on your information.

4. How we share information

We do not sell your personal information. We do not share it for cross-context behavioral advertising. We share information only:

• With service providers that help us run our business, under contracts that limit how they use it. These include website hosting (Webflow), payments (Stripe), network and security (Cloudflare), email and documents (Google Workspace), scheduling (Cal.com), remote support (Zoho Assist), our client portal (Zite), our partner referral program (PromoteKit), and cloud hosting for the tools we run on our own servers (for example our helpdesk, CRM, email and chat systems).
• With providers who do the work, when a technician or subcontractor needs your details to complete your job.
• With partners, only to confirm whether a referral became a client and to calculate commission.
• With marketplaces you used to contact us (such as Thumbtack), to reply to you inside that marketplace.
• For legal reasons, when required by law, or to protect our rights, our users or the public.
• In a business transfer, if Tera Systems is merged or sold, subject to this policy.

5. Information from connected platforms (such as Thumbtack)

When you or we connect a third-party platform to our systems:

• We access only the data the platform allows and the account owner approves.
• We use it only to respond to and manage the related request or job.
• We store access tokens encrypted, and you can remove our access at any time from that platform's settings.
• We follow that platform's terms for how its data may be used and kept.

6. Cookies

We use cookies that the website needs to work and stay secure. We also use a chat cookie (Chatwoot) so our website chat can remember your conversation, and a referral cookie (PromoteKit) that records which partner sent you to us, so we can credit that partner. We do not use analytics or advertising cookies. If we add them, we will update this policy first. We honor Global Privacy Control (GPC) browser signals as an opt-out request. You can block or delete cookies in your browser settings. Some parts of the site may not work without them.

7. How long we keep information

We keep personal information only as long as we need it for the purposes above:

• Client and billing records: as long as you are a client, and then as long as tax and accounting law requires (7 years).
• Support tickets and messages: 3 years after the ticket closes.
• Leads and outreach contacts who don't become clients: 24 months, or sooner if you ask us to delete them.
• Security logs: 90 days, unless needed to investigate a problem.

After that, we delete or anonymize the information.

8. How we protect information

We use encryption in transit (HTTPS), access controls, multi-factor authentication on our accounts, password management, and activity monitoring. Only people who need information to do their job can see it. No system is perfectly secure, so we cannot promise absolute security. If a breach affects your personal information, we will tell you as the law requires.

9. Your choices and rights

You can ask us to:

• tell you what personal information we have about you and give you a copy;
• correct information that is wrong;
• delete your information;
• stop sending you marketing or outreach emails;
• opt out of any sale of your information, targeted advertising or profiling (we do not do these, but you may still ask).

To make a request, email support@terasystems.io with the subject "Privacy Request". We will confirm who you are before acting, and reply within 45 days. If we refuse your request, you can appeal by replying to our answer with the subject "Privacy Appeal". If you are not satisfied with the appeal, you can contact your state attorney general.

To stop marketing emails, click "unsubscribe" in any of our emails.

10. Children

Our services are for businesses and adults. We do not knowingly collect personal information from children under 13. If you believe a child has given us information, contact us and we will delete it.

11. Links to other websites

Our website may link to sites we do not run, such as payment pages, booking pages or partner sites. Their own privacy policies apply.

12. Where we process information

We are based in the United States, and our service providers may process information in the United States and other countries. We take steps so that your information stays protected wherever it is processed.

13. Changes to this policy

We may update this policy. We will change the "Last updated" date at the top and, for important changes, tell clients by email or on our website.

14. Contact us

Tera LLC · 8 Norden Pl, Norwalk, CT 06855 · Email: support@terasystems.io · Website: terasystems.io