Privacy Policy

1. Introduction

Ellume Technology ("Ellume", "we", "us" or "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, share, and protect information when you use any of the following (together, the "Services"):

• •Our website at ellume.com and ellume.io;
• •Ellume Console, our web application for monitoring and operating renewable energy assets, including plants, devices, alarms, users, roles, and the service desk;
• •The Ellume360 mobile app (Ellume Ticketing) for Android and iOS, the mobile service desk for working on operations and maintenance tickets.

By using the Services, you acknowledge that you have read and understood this Privacy Policy.

2. Who Is Responsible for Your Data

Ellume Console and the Ellume360 app are business products. Accounts are created by an organisation (for example, a plant owner, operator, or O&M contractor) that has a contract with Ellume (our "Customer"). For data that users of a Customer's account enter into the Services, such as tickets, comments, attachments, and plant and device data, the Customer decides how it is used, and Ellume processes it on the Customer's behalf under our agreement with them. For website visitors, and for the account and usage data we need to run the Services, Ellume is responsible for the data.

If your account was set up by your employer or another organisation, you can also contact that organisation about your data.

3. Information We Collect

3.1 Website

• •Information you give us: name, email address, phone number, company name, and anything else you send through our contact, demo-booking, or job-application forms.
• •Usage and device data: pages visited, browser type, and similar technical information.
• •Files you upload to the Ellume Bridge validation tool, which are processed to produce your validation result.

3.2 Ellume Console and the Ellume360 app

• •Account and profile data: name, email address, phone number, organisation, role, and permissions. Sign-in is handled through our identity provider; we do not see or store your password in plain text.
• •Preferences: theme, language, favourites, and timezone.
• •Content you create: tickets, work orders, inspections, comments, status changes, assignments, and the photos and documents you attach.
• •Operational data: plant, device, alarm, and performance data from the energy assets your organisation connects to Ellume. This is mostly equipment data, not personal data.
• •Activity and audit logs: records of actions taken in the Services (for example, who changed a ticket and when). These keep the service desk auditable and the Services secure.
• •Technical data: IP address, browser or device type, operating system, app version, and error and diagnostic information, used to keep the Services working and secure.

3.3 Data specific to the Ellume360 mobile app

• •Approximate location, used to set your timezone: with your permission, the app reads your approximate (city-level) location each time you sign in or open it, and uses it to set the timezone for your account. Ticket times and SLA clocks then show in your local time. The location is converted to a timezone on your device, and only the timezone name is saved to your account. Your location coordinates are not sent to our servers or shared with anyone. The app asks only for approximate location, only while you are using it; it does not ask for precise or background location. See Section 4.
• •Data kept on your device: to let you keep working without a connection, the app keeps a local copy of the tickets and settings you can see, and a queue of changes you made offline. These are stored in app-private storage on your phone and sent to our servers when you reconnect. Sign-in tokens are stored in your device's secure storage (Android Keystore or iOS Keychain).
• •Notifications: the app checks our servers for escalations assigned to you and shows them as notifications on your device. We do not use a third-party push-messaging service for this.

The Ellume360 app does not collect your contacts, SMS, call logs, microphone audio, browsing history, advertising ID, or precise location, and it contains no advertising or third-party advertising SDKs.

4. Mobile App Permissions

The Ellume360 app asks for the following permissions. Each one is optional unless noted, and you can change them at any time in your device settings.

5. How We Use Information

• •To provide the Services: signing you in, showing your plants, alarms and tickets, and sending tickets to the right people
• •To send service notifications, such as ticket escalations and alerts, by in-app notification, email, SMS, or WhatsApp, as set up by your organisation
• •To set your timezone from your approximate location (mobile app) or your browser (Console), and to remember your preferences
• •To keep the Services secure, prevent abuse, and keep audit trails
• •To find and fix bugs, and to improve the performance and reliability of the Services
• •To respond to your enquiries and support requests
• •To send marketing messages to website contacts who have not opted out. We never use Console or app content for marketing
• •To comply with our legal obligations

6. AI-Assisted Features

Some service-desk features in Ellume Console can use artificial intelligence to help you write things, such as a first draft of the write-up for a failed inspection item. When you use such a feature, the relevant ticket details (for example, the inspection item, site name, your notes, and recent visit history) are sent to our AI provider, Anthropic, to produce the draft. We use that provider under terms that do not allow it to use your data to train its models. You can always review and edit the result before you save it.

7. How We Share Information

We do not sell your personal information or share it for advertising. We share information only:

• •Within your organisation: other authorised users in your Customer's account can see tickets, comments, and attachments according to the roles and permissions your organisation sets.
• •With service providers who process data for us under contract, including cloud hosting and authentication (Amazon Web Services, Google Cloud), messaging providers for email, SMS, and WhatsApp notifications, and our AI provider (Anthropic) for the features in Section 6.
• •When the law requires it, or to protect the rights, safety, and security of Ellume, our Customers, or others.
• •In a business transfer, such as a merger or acquisition, in which case this Policy will continue to apply to your information.

Ellume support staff may access a Customer account to fix problems. This access is limited to authorised personnel and is logged.

8. Data Security

We use appropriate technical and organisational measures to protect your information, including encryption in transit (TLS), role-based access controls, audit logging, and secure on-device storage of sign-in tokens. However, no method of sending or storing data is 100% secure.

9. Data Retention

We keep account data for as long as your account is active. Tickets, attachments, and audit records are kept for as long as your organisation's agreement with Ellume requires, because they form the maintenance record for its assets. When an account is deleted, we delete or anonymise its personal data within 30 days, except where we must keep it longer to meet legal, security, or audit obligations. Data stored on your device by the Ellume360 app is removed when you sign out or uninstall the app.

10. Deleting Your Account and Data

You can ask us to delete your Ellume Console / Ellume360 account and the personal data linked to it in either of these ways:

• •Email privacy@ellume.com from the email address on your account, with the subject line "Account deletion request"; or
• •Ask your organisation's Ellume administrator to remove your account.

We will confirm your identity and complete the request within 30 days. We will delete your profile, preferences, and sign-in details. Records that form part of your organisation's maintenance and audit history (such as tickets you worked on) may be kept by that organisation, with your name removed or anonymised where possible, and kept only as long as Section 9 describes. To remove the data the app stores on your phone right away, sign out or uninstall the app.

11. Your Rights

Depending on where you live, including under India's Digital Personal Data Protection Act, 2023 and the EU/UK GDPR, you may have the right to:

• •Access the personal data we hold about you
• •Correct inaccurate or incomplete data
• •Request deletion of your data
• •Withdraw consent you have given, such as for location or notifications
• •Object to or restrict certain processing, and opt out of marketing messages
• •Name a nominee to exercise your rights, where the law allows
• •Complain to your local data protection authority

To use any of these rights, contact us at privacy@ellume.com.

12. Cookies and Local Storage

Our website uses cookies to make it work and to understand how it is used. Ellume Console uses cookies and browser storage to keep you signed in and to remember your language, theme, and other preferences. These are needed for the Console to work. We do not use advertising cookies in the Console or the Ellume360 app. You can control cookies in your browser settings, but turning them off may stop some features from working.

13. International Data Transfers

Our service providers may process data in countries other than your own. When we transfer data across borders, we do so as applicable law allows and with appropriate safeguards.

14. Children's Privacy

The Services are meant for business use and are not directed at children. We do not knowingly collect personal data from anyone under 18. If you believe a child has given us personal data, contact us and we will delete it.

15. Third-Party Links

Our website and Services may link to third-party websites. We are not responsible for the privacy practices of these sites, and we encourage you to read their privacy policies.

16. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will post the updated version on this page and change the "Last updated" date. If we make material changes, we will also notify users of the Console and the Ellume360 app through the Services or by email.

17. Contact Us

If you have any questions about this Privacy Policy or our privacy practices, or have a grievance about how we handle your data, contact our privacy team: