Privacy policy

This help center is covered by the privacy policy of John & John Industry Solutions GmbH at https://www.orbit.do/privacy-policy. It names the controller, your rights, the supervisory authority and the retention periods. This page adds what concerns only the help center at support.orbit.do. Please send privacy requests to privacy@orbit.do.

1. Hosting

The help center is a static website at Amazon Web Services (AWS) in the Frankfurt region (eu-central-1), delivered through Amazon CloudFront. Each visit processes the technically necessary access data: IP address, date and time, requested page, referrer, browser and device type. The legal basis is Art. 6(1)(f) GDPR (providing and securing the website). Article search runs in your browser; search terms are not sent to any server.

2. Luna, the AI assistant

Luna is an AI system, not a person. When you ask Luna a question, your question, up to six earlier messages of the current conversation and the site language are sent to our chat function at AWS in Frankfurt. A language model produces the answer there through Amazon Bedrock in the Frankfurt region (eu-central-1), from the articles of this help center. AWS does not use the input to train models.

We store no conversations with Luna. To protect against abuse we count requests per hour and store a shortened hash of your IP address for that. The counter expires after one hour and is then deleted automatically, which can take a few days. The legal basis is Art. 6(1)(f) GDPR. Please do not enter personal or confidential data in the chat.

3. Contacting our support team

From the contact form we send your email address, your name and company (both optional), your question, the last messages of your chat with Luna, the page you wrote from and the site language. This data is stored as a support request in our support system Plain, operated by Not Just Tickets Ltd, 3rd Floor, 1 Ashley Road, Altrincham, Cheshire, WA14 2DT, United Kingdom. Plain stores the data in the United Kingdom and the European Economic Area; the EU Commission has an adequacy decision for the United Kingdom.

The purpose is handling your request. The legal basis is Art. 6(1)(b) GDPR for requests related to a contract, otherwise Art. 6(1)(f) GDPR. The "Inbox" link opens the overview of your support requests that Plain provides at orbit.support.site; you sign in there with a code Plain sends to your email address.

4. Usage analytics

We use PostHog through its EU instance without cookies: no cookies, no identifiers in your browser, no session recording. It records page views, the "Was this article helpful?" vote and the fact that a question was asked to Luna, without its text. The legal basis is Art. 6(1)(f) GDPR.