Squid Help Bot - Privacy Policy

Last updated: August 23, 2026

This Privacy Policy governs the collection, use, and handling of data by Squid Help Bot (the "Bot"), a Discord application developed, maintained, and hosted by OurPXI Studios, based in Costa Rica.

> Scope note: This policy governs only the Squid Help Bot Discord application. It is entirely separate from, and unrelated to, how Discord Inc. (discord.com) or SquidServers.com manage, process, or store data on their own platforms and services. Please refer to those providers' own privacy policies for information about their data practices.

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1. Governing Law

This Privacy Policy is governed by the laws of Costa Rica, including Ley N.º 8968, Ley de Protección de la Persona frente al Tratamiento de sus Datos Personales (the Costa Rican data protection law).

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2. Our Privacy Philosophy: Stateless by Design

Squid Help Bot is built to be mostly stateless. It does not rely on an external database to store user data. With very limited exceptions (described below), all data the Bot interacts with exists natively within Discord itself - such as messages in channels or assigned roles - or is held only in ephemeral, in-memory caches that are automatically deleted within seconds or minutes.

Data We Do NOT Collect

The Bot does not collect, store, or process:

• • IP addresses


• • Email addresses


• • Real names


• • Payment information


• • Browser fingerprints


• • Voice or video data


• • Direct Messages (DMs)

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3. Data We Collect and How We Process It

3.1 Ephemeral Data (Temporary)

Message content is temporarily held in memory for purposes such as spam detection, staff-ping guards, and automatic classification of support requests. This data is retained for a maximum of 0–300 seconds before being permanently and irrecoverably destroyed. It is never written to persistent storage.

3.2 Permanent Data

Certain data is retained persistently, specifically in connection with the support ticket system:

• • Ticket transcripts: Full conversations from support tickets are transcribed into .txt files and permanently stored in a private, staff-only Discord channel.


• • Ticket metadata: Information such as Operating System, Game Version, and Issue Description is pinned within the relevant Discord ticket channel.

3.3 Log Analysis Data

When a user submits a log file (as an attachment or a link) for analysis, the Bot processes that file to identify errors, warnings, performance issues, and other server or game-related problems.

• • Submitted log files are downloaded to a temporary local folder on our server for the duration of the analysis job.


• • While a job is active, log content is held in memory to allow the analysis to run.


• • Once analysis is complete, an automated cleanup process regularly deletes these temporary files from our server, minimizing how long any log data is retained.


• • Only the resulting analysis output (such as detected errors, warnings, or matched issue types) is used to respond to the user; the underlying log file itself is not permanently stored.

3.4 Machine Learning Processing

To classify support tickets, the Bot uses a local, CPU-only machine learning model (valhalla/distilbart-mnli-12-1) that runs entirely on our own infrastructure.

• • User text is first stripped of mentions and URLs.


• • Processing occurs locally on our servers.


• • The text is immediately discarded after classification.


• • No user text is ever transmitted to any external API for this or any other processing purpose.

3.5 Discord Platform Data

To operate, the Bot requests certain Discord permissions (technically known as "intents"), including access to member and message content information. Through these permissions, the Bot processes:

• • User IDs: Used to identify staff members, authorize commands, and track which user is interacting with a given ticket or log analysis job.


• • User Roles: Used to determine staff permissions and authorize administrative commands, checked against an internal staff role list.


• • Guild and Channel IDs: Used to route messages correctly, scope ticket and log-analysis activity to the right server and channel, and apply per-server bot configuration.


• • Message Content: Processed only where necessary to fulfill a command, such as the text of a ticket request or the content of a submitted log file.


• • Interaction Data: Standard Discord interaction metadata used to respond to commands, send status updates, and deliver ephemeral (privately visible) messages.

This data is processed only for as long as needed to complete the relevant action. Where possible, responses and status updates are sent as ephemeral messages, meaning they are visible only to the user who triggered them and are not stored persistently in the channel. The Bot does not maintain a separate database of user conversations or personal profiles; Discord itself is the system of record for message history, and the Bot only processes messages it actively receives while running.

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4. Telemetry & Analytics

The Bot collects limited telemetry data for product analytics, to help us improve service quality, monitor usage, and troubleshoot issues. Telemetry is routed through Mixpanel, a third-party analytics processor.

4.1 Events Collected

• • ticket_created - recorded when a user opens a ticket. Includes the ticket ID, timestamp, operating system, server software, and game version.


• • ticket_closed - recorded when a ticket is resolved or closed. Includes the ticket ID, timestamp, star rating (if given), the Discord IDs of staff members involved, the total number of staff replies, how the ticket was closed, and the reason if left unsolved.


• • log_analyzed - recorded when a log analysis job completes. Includes the log ID, timestamp, source type, file size, counts of errors and warnings found, detected performance issues, matched issue types, server software, and whether an offline-mode warning was triggered.

4.2 Privacy Protections

• • No PII: The Bot is explicitly restricted from including Personally Identifiable Information, such as real names, email addresses, phone numbers, or IP addresses, in any telemetry event.


• • Opt-controlled: Telemetry is only transmitted when it has been explicitly enabled on our infrastructure.


• • Non-blocking: Telemetry is sent asynchronously and does not affect or delay the Bot's core functionality.

4.3 Data Retention

Telemetry data is stored by Mixpanel and is subject to Mixpanel's own data retention policies. We do not use any other analytics tools or third-party tracking libraries beyond Mixpanel.

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5. Third-Party Services

The Bot interacts with the following third-party services in a limited capacity:

Beyond what is described above, no other third parties receive or process user-submitted content.

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6. Your Rights (ARCO Rights)

As a data subject under Costa Rican law, you have ARCO rights:

• • Access - the right to know what data is held about you


• • Rectification - the right to correct inaccurate data


• • Cancellation - the right to have your data deleted


• • Opposition - the right to object to certain processing of your data

How to Exercise Your Rights

To exercise your ARCO rights - for example, to request that a ticket transcript be deleted from the private staff log channel, or to request access to any previous transcripts associated with you - please contact us at:

legal@ourpxi.dev

We will respond to and resolve all such requests within 5 business days.

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7. Contact Us

For any questions about this Privacy Policy, please reach out via:

• • hello@ourpxi.dev


• • legal@ourpxi.dev


• • https://ourpxi.dev/contact' target='_blank' rel='noopener noreferrer' class='text-white underline hover:opacity-80'>https://ourpxi.dev/contact

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8. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, features, or legal requirements. Material changes will be communicated where reasonably possible. Continued use of the Bot after changes take effect constitutes acceptance of the revised policy.

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OurPXI Studios