Support: what we keep

Reading the help centre

Reading articles and searching stores nothing about you. There's no analytics, no tracking and no advertising on this site, and the player pages set no cookies. Every page except the contact pages loads only from support.earthablaze.com. You can check: open your browser's developer tools, go to the Network tab and reload the page.

The contact pages load one script from another company, Cloudflare Turnstile, which checks that a person is sending the form rather than a spam bot. It's the only third-party script on the site and nothing else loads it. Cloudflare describes what Turnstile collects in its Turnstile privacy addendum.

What's stored when you contact us

Whether you use the form or send an email, a ticket holds:

• your email address, so we can reply. Lookups and duplicate checks use a hash of it rather than the address,
• your name, if you give one,
• the game and topic the ticket is about,
• your messages and ours, in full,
• files you attach: images and plain text only, up to 3 files, 5 MB each,
• the context a game passes when it opens the form for you (a match id, the build version and the page you were on), if you leave it in. The form shows you each value before you send, with a button to remove it,
• the ticket's status and our staff notes on it,
• for email, the message headers we need to keep replies in the same thread.

Your IP address isn't stored. Rate limits, which stop one network flooding the desk, use a one-way hash of your network that's kept for two days.

Where AI is used

We use Cloudflare Workers AI, which runs on Cloudflare, for four jobs:

• sorting new tickets: guessing the game, topic, urgency and language, and writing a one-line summary for staff,
• searching the help centre, so a search can find an article that uses different words from yours,
• suggesting reply drafts that staff read and edit before anything is sent,
• summarising long threads for staff.

No other AI provider sees your messages. AI never sends anything to you on its own, and it never makes changes to your account or your purchases.

One thing happens automatically: the email confirming we've received your message may list up to 3 of our published help articles that match it. That's titles and links only.

The support assistant

For some games and topics we may switch on a support assistant that drafts replies. It runs on our own agent service on Cloudflare, using Workers AI models. Depending on the topic, its replies either go to staff for approval or are sent to you. Every reply it writes says so, and replying to it reaches a person. It never handles refunds, account changes, reports about other players, or privacy and legal requests on its own.

Cookies and ticket links

The player side of this site sets no cookies. To see a ticket you use the link in our email, which looks like support.earthablaze.com/ticket/#t=…. The key comes after the #, and browsers never send that part to a server, so it isn't in our logs or in a Referer header sent to any other site. The ticket page sends the key to us only in the body of its own requests.

Ticket links expire 30 days after the email they came in. Each new email from us has a fresh link, so use the one in the most recent email.

How long we keep it

• Tickets and their messages are deleted 2 years after the ticket closes.
• Attachments are deleted 1 year after upload, or sooner if their ticket is deleted first.
• The help desk's audit log (who changed a ticket, and when) is deleted after 2 years. It never holds the words of your messages, only their length and a fingerprint.
• Rate-limit hashes go after two days.

A job runs every day and deletes whatever has passed these limits.

Having your support data deleted

Email support@earthablaze.com, or reply on any of your tickets, and ask us to delete your support data. We delete your tickets, their messages and their attachments. We keep one log line saying a deletion happened, with the ticket reference and none of the content.

This deletes what the help desk holds. Your Earth Ablaze account and purchase history are separate; the accounts privacy page says how to delete those.

Questions

Write to support@earthablaze.com. A question about privacy opens a ticket like any other, and it's kept for the same 2 years after it closes.