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Legal

RFA Support for Microsoft Teams — Privacy Statement

What the RFA Support app collects, why, how long it is kept, and the rights you have over it.

Last updated 10 September 2026

What this statement covers

RFA Support is a Microsoft Teams app operated by RFA Next-Gen Inc (“RFA”, “we”, “us”), 330 Madison Avenue, 29th Floor, New York, NY 10017. It lets users open and manage support tickets with RFA's service desk from inside Teams. This statement covers data handled by that app. Our website Privacy Policy covers rfa.com; RFA's handling of client data under a Statement of Work is governed by that agreement.

What the app collects

  • Messages you send to it. Messages in direct and group chats with the app, and messages in channel support threads where the app has been brought into the conversation, become part of a support ticket.
  • Who sent them. Your display name, work email address, and Microsoft Entra directory identifier, so the ticket is attributed to you and our engineers can follow up.
  • Conversation context. Identifiers for the relevant chat, team, channel, and message so replies and ticket updates return to the right conversation.
  • Files you share. Files shared in a support conversation may be copied to RFA's service platform and associated with the ticket.

Chat messages

When the app is installed in a chat, the ChatMessage.Read.Chat permission lets it read messages in that chat so it can keep the support conversation attached to the ticket. This includes direct chats with the app and group chats where it participates.

Channel messages

When a team's owner installs the app to that team and consents to the ChannelMessage.Read.Group permission, Microsoft delivers that team's channel messages to the app. Each delivered message is temporarily queued so the app can determine whether it belongs to a support conversation. Messages in threads where the app has been mentioned or has opened a ticket are retained as ticket content. Other channel messages are not attached to a ticket or processed by the AI assistant.

Why we use it

To provide the support you asked for: creating the ticket, routing it to the right engineers, keeping the conversation attached to it, and delivering updates back to you in Teams. We do not use the data for advertising, and we do not sell it.

Where it goes

Tickets are managed on RFA's service-management platform, operated by our software provider Titan MSP, and in the professional-services tooling RFA uses to run its service desk. These providers process the data on RFA's behalf to deliver the service, and for no other purpose. Support conversations are processed with the assistance of AI systems to route, summarize, and respond to requests; RFA remains responsible for providing the support service.

How long we keep it

Ticket records, including conversations and associated files, are retained in accordance with the client agreement and RFA's legal and records-retention obligations. Deleting a message or chat in Teams does not automatically delete the corresponding ticket record; contact us to make a deletion request.

Your rights

To access, correct, or request deletion of data the app holds about you, contact help@rfa.com, or write to the Legal Department – Privacy at the address above. If your organization is the RFA client, requests may be fulfilled through your organization's administrator.