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PerslacePerslace Help Centre

Data protection and safe support sharing

Share only the minimum information needed to investigate a Perslace question or incident.

For: All users

Prepare a safe support request

Section titled “Prepare a safe support request”
  1. Describe the task, expected result, and actual result in plain language.
  2. Include the organisation name, relevant date range, affected feature, and application version when visible.
  3. Use record identifiers instead of names where possible.
  4. Crop screenshots to the relevant panel and hide unrelated rows, people, totals, browser tabs, and notifications.
  5. Remove passwords, API keys, access tokens, connection strings, recovery codes, and live invitation links completely. Blurring is not sufficient for reusable credentials.
  6. Share exports only through your organisation’s approved secure channel and only when the recipient needs the full file.
  7. Record who received the information and remove temporary copies according to your retention policy.

Never include

Section titled “Never include”
  • Passwords or authentication codes
  • API keys, tokens, or database connection strings
  • Full unredacted employee or client lists
  • Bank, payroll, or tax details unless explicitly required and securely approved
  • Unnecessary transaction data
  • Internal infrastructure details unrelated to the issue

Expected result

Section titled “Expected result”

Support receives enough context to investigate without gaining unnecessary access to personal, financial, or credential data.

Important notes

Section titled “Important notes”
  • Follow your organisation’s privacy, security, and retention policies.
  • Redaction should be permanent in the shared copy, not a removable overlay.
  • If the issue involves a possible security incident, use your approved incident-response route instead of a routine help request.
Section titled “Related articles”

Last updated: August 2026