EngageHub Privacy Policy
Last updated: 24 September 2026
1. About EngageHub and this policy
EngageHub is a customer portal provided by Excellence Consultancy Services (ECS) for organizations using our CRM. It allows their authorized customer representatives to access permitted business records and request services. Portal access is granted by the organization managing the CRM; it is not a public directory of customer information.
This policy explains how information is handled through EngageHub. The organization providing your portal access is referred to below as the “CRM organization.” Its own privacy notice and applicable agreements also govern how it collects and uses customer information.
For records managed by a CRM organization, that organization determines which customer information is maintained, who receives access, and the permitted business purposes. ECS provides the portal and processes those records on the CRM organization’s instructions as its service provider. Where applicable data-protection law uses these terms, these roles generally correspond to controller and processor respectively.
ECS also uses EngageHub to serve its own customers. For those customer relationships, ECS manages the relevant quotes, invoices, subscriptions, user details, support tickets and other service records directly.
2. Information handled through the portal
Depending on the CRM organization’s configuration and your access permissions, EngageHub handles:
- Account and authentication information: your email address, account credentials and information needed for password-based login, two-factor authentication or email one-time-password verification, as configured.
- Customer and business records: contact and authorized-user details, quotes, invoices, subscription details, documents, assets or machines, and machine-related information made available by the CRM organization.
- Requests and service activity: tickets, comments, ticket closure actions, feedback about tickets or company services, requests for quotation, spare-parts orders, and quote approvals or comments.
- Ticket attachments: files, images or videos you choose to submit as references for a support ticket, where supported by the portal.
Business records and attachments may contain personal information. Much of this information originates in the CRM organization’s records; other information is submitted by you through the portal.
The “contacts” described here are CRM customer records. This description does not establish that the app accesses your device’s address book.
3. How the information is used
Information is used to authenticate authorized users, provide access to permitted records, and carry out the customer-service activities enabled by the CRM organization.
Most business records are available for viewing rather than unrestricted editing. Depending on permissions, you can create, comment on and close tickets; submit feedback; request quotations; order spare parts; approve, comment on or download quotes; and comment on, download or share invoices.
The portal also provides access to FAQs, help documents and instructional videos. Available records and actions vary with the CRM organization’s usage scope and your account permissions.
4. Who can access information
Portal access is restricted to authorized representatives and the records their CRM organization permits them to access. Information submitted through tickets, requests, comments, approvals and feedback is available to the CRM organization for handling the relevant business or service activity.
ECS processes organization-managed records to provide the service on that organization’s instructions. Hosting infrastructure is provided through Amazon Web Services (AWS).
When you use a download or sharing feature, the resulting file or information may leave the portal. Share it only with recipients you are authorized to provide it to. The recipient’s subsequent handling of a shared copy is outside the portal’s access controls.
5. Hosting, email services and app distribution
EngageHub’s CRM hosting currently uses the AWS Asia Pacific (Mumbai) region in India. ECS plans to offer other CRM hosting regions in future according to applicable country-specific data requirements and the relevant customer deployment. This is a future deployment option, not a statement that regional hosting is already available in every country.
Google/Gmail is used to deliver email, including email OTP messages. The recipient’s email address and message content are processed through that service for delivery. The CRM’s Mumbai hosting location does not establish that all email-provider processing takes place in India.
Google Play and Apple’s App Store are app-distribution platforms; listing the app there does not mean that those stores host the CRM’s customer database. The platform operators’ own privacy notices apply to their handling of app-store account and distribution activity.
6. Current and future features
Invoice payment processing is not currently available in EngageHub. AI assistance is a planned feature and is not described here as an active service.
ECS has confirmed that app analytics, crash-reporting integrations and push notifications are not currently enabled. Planned notifications may relate to tickets, quotes, machine annual maintenance contracts (AMCs), subscriptions or invoice reminders, depending on the CRM organization’s enabled services. This does not mean that authentication emails or ordinary hosting and security logs are absent.
Before introducing features that change how personal information is handled, the relevant privacy disclosures should be updated and any required permissions or choices provided.
7. Data access, export and removal requests
For records controlled by your CRM organization, contact that organization’s authorized contact or portal administrator first. ECS does not independently authorize an individual portal user to export or delete an entire organization’s records.
On subscription termination, the CRM organization’s authorized contact can email ECS to request its data and request removal. ECS verifies the requesting contact’s authority and carries out organization-level requests as the service provider on the CRM organization’s instructions.
ECS removes the requested data from the active CRM system within 24 hours of receiving an authorized removal request. This deadline runs from receipt of the authorized request, not from a later internal approval date.
Requests concerning your own personal information can also be raised with the CRM organization or sent to ECS for coordination with it. The organization-level authorization process does not remove rights you may have under applicable privacy law, and personal-information requests are not restricted to subscription termination.
For ECS’s own customer accounts, contact ECS directly using the details below.
Backup retention
Full backups are retained for 30 days. Data removed from the active CRM system may remain in an existing backup until that backup reaches the end of its retention period. The 24-hour active-system deletion deadline does not mean that every backup copy is erased within 24 hours. Subscription termination alone does not constitute a removal request.
8. Account security
EngageHub uses email/password authentication, with two-factor authentication or email OTP where configured. Keep your password and verification codes confidential, and notify your CRM organization or ECS if you believe your account has been accessed without authorization. No electronic service can guarantee absolute security.
9. Changes to this policy
An approved revision of this policy will be published on this page with its updated date. Changes in the app’s data practices, integrations and available features should be reflected in the policy and relevant app-store disclosures.
10. Contact
For questions about EngageHub or to route a privacy request:
Excellence Consultancy Services
Email: support@xexcellence.com
If your portal is provided by another CRM organization, identify that organization and your registered portal email in your request. Do not send passwords, OTPs or unnecessary customer records by email.