Privacy
Your data and privacy
Privacy policy
This policy explains account and support data processing, access, retention and processing-location limits.
Service data processing
Registration, profile and request content are encrypted. Registration details sessions expire after one hour; verification already started can resume within seven days. Firebase manages student and external staff passwords; application logs do not store them. Invited Taibah Valley staff use Google with their work account. Platform sessions last thirty minutes. Authentica sends an SMS code to verify a phone at registration or when changing it; it receives the phone number and verification code for this purpose. Attach up to two private PNG images of 1,000,000 bytes each; images are reprocessed without antivirus scanning. Email notifications link to the platform and do not carry private notes.
Why the service needs data
To identify your account, contact you, review service eligibility, understand the issue and follow up on its resolution. Information should fit the issue type.
Account and request information
Registration collects your full name, university ID, phone, both emails, college and department. Support requests require a Salla order number, payment method, issue type and description; book, course and screenshots are optional. Refund requests record whether a claim was submitted and its number when the answer is yes. Payment and claim details are available only to the requesting student and authorized Valley staff.
Who can access it?
Authorized Taibah Valley staff can read project tickets. McGraw Hill agents see tickets currently owned by their team through a limited view without personal email, phone, university ID or financial order details. Public replies, Valley notes and private partner notes remain separate.
Protecting account access
Students and external staff sign in with email and password; invited Taibah Valley staff use their Google work account. Never include authentication secrets or payment-card details in requests or attachments. The server checks access for each operation.
Service communication
Request updates are sent to your email address. Reply inside the request; this mailbox does not receive replies. Student emails do not include internal notes.
Retention and processing locations
Tickets are retained for 90 days after closure, attachments for 30 days, audit records for 365 days, and completed report versions for 7 days. Holds and unfinished work prevent deletion. Copies are checked before cleanup: seven-day point-in-time recovery, thirty-day daily backups and twelve-week weekly backups; an earlier copy can remain up to 84 days after the original is deleted. Runtime, database, images, secrets and application logs are in Dammam; identity, SMS, reCAPTCHA, mail, content delivery networks and some provider logs may involve global processing.
Reviewing your information
Review your details on your account page. Add corrected support information inside the request. The Taibah Valley administrator reviews student profile correction and account deletion under the retention policy; deleting an account does not delete request history. Students and external staff use Change contact information with verification of the new channel; Valley work identity is managed through Google Workspace. Do not send personal data to noreply.