Legal
Privacy Policy
Relay is a Discord bot for support tickets and reports, run by the Relay team ("we", "us"). This policy explains what Relay stores, why, how long we keep it, and how to have it deleted. Questions: support@getrelaybot.com.
The short version
- Relay stores what's part of a ticket, a report or a moderation record, plus each server's settings. Nothing else.
- Relay reads messages in a server so it can respond to mentions and help-channel questions, but it does not store messages that don't become part of a ticket or report.
- We never sell your data, use it for advertising, or share it beyond what's needed to run Relay.
- When a server removes Relay, that server's data is deleted 30 days later.
What Relay stores
Server settings
For each server that runs /setup: the server's ID, the IDs of Relay's channels, the staff role and other roles chosen in /config, ticket categories, saved replies ("snippets"), and settings such as cooldowns and help channels.
Tickets
When a member opens a ticket (by DM, /support, a mention, a right-click, help-channel escalation, or when staff convert a message), Relay stores the member's Discord user ID, the ticket's details (number, category, status, priority, timestamps, who handled or closed it and why), and the conversation:
- messages the member sends to the ticket, and replies staff send to them;
- internal notes staff write in the ticket (members never see these);
- attachments, stored as links to copies Relay re-uploads to the server's private staff board on Discord.
Context and reports
When a message is attached to a ticket as context, or reported with "Report to mods", Relay stores a snapshot of it: its text, a summary of any embeds, its author's user ID and username, the channel, when it was sent, and copies of its attachments. For reports, Relay also stores the reporter's user ID and username and any reason they give. Reporters are shown only to that server's staff, never to the member reported. A report about a member may also show staff that member's account age and join date, which Relay reads from Discord when needed rather than storing.
Moderation records
When a server's staff use Relay to warn, time out, kick, ban, unban, block someone from opening tickets, add a private note, or bulk-delete messages, Relay stores a numbered case: the member's user ID and username, which staff member acted, the reason, any duration, the related ticket if there is one, and when it happened. For a bulk delete it records only how many messages were removed and from which channel, never their content.
When a server uses Discord's AutoMod, Relay records each AutoMod hit as a case, including the text AutoMod flagged and the rule's type, so staff can review it.
If staff take action against you and the server has that notice switched on, Relay DMs you the action and the reason. It never tells you which staff member acted. Staff notes are never shown to members.
Dashboard sign-in
If you log in to the dashboard at getrelaybot.com, Relay asks Discord for your identity and your server list only (the identify and guilds permissions). It stores your user ID, display name, avatar link, the servers you were in at login with your permissions there, and when your session started and was last used. Sessions last 7 days, or until you log out. The login cookie holds a random key; Relay stores only a one-way hash of it. The access token Discord issues is used once to read that information and is never stored. The dashboard can't read your messages, and changes you make there are recorded in the server's staff-only mod log.
Timers
Scheduled actions such as reminders, auto-close and help-channel escalation are stored as short records of IDs and times. Finished ones are removed after 7 days.
Operational logs
Relay's server logs record IDs, timings and technical errors, not message content. They're rotated daily and kept for about five days.
What Relay reads but doesn't store
Relay has access to messages in channels it can see, because Discord requires it for the features members use: noticing an @Relay mention, and checking whether a help-channel question got an answer. Messages that don't become part of a ticket or report are processed in memory and discarded.
Why we use it
Only to provide Relay: delivering messages between members and a server's staff, showing staff a ticket's history, keeping reports and their evidence, and running timers. The legal basis is providing the service a server's administrators set up, and our legitimate interest in keeping it working and safe.
Who can see it
- The server's staff: tickets, notes and reports appear on a private forum channel only the staff role can see.
- The member sees their own conversation with staff, never internal notes, staff notes, or who reported them.
- Moderation records are posted to a private staff-only channel in the server.
- Discord hosts the messages and attachments Relay posts, under Discord's Privacy Policy.
- Our hosting provider (Hetzner Online GmbH) runs the server Relay's database is on.
- We don't sell data or share it with anyone else, except where required by law.
How long we keep it
- While Relay is in a server, its tickets, reports and moderation records are kept so staff can refer back to them.
- When Relay is removed from a server, everything Relay stored for that server is deleted 30 days later. If Relay is added back within those 30 days, nothing is deleted.
- Copies Relay posted to a server's own Discord channels belong to that server and stay until the server deletes them.
Your choices and rights
- Members can ask us for a copy of the ticket data about them, or ask us to delete it, by emailing support@getrelaybot.com from the account holder, with your Discord user ID. We'll respond within 30 days. Some data may be kept where a server has a genuine need, for example a report under active review, and we'll tell you if so.
- Server administrators can delete their server's data by removing Relay, or immediately by emailing us.
- You can use a server without opening tickets; Relay only stores data when you or staff start one, or when a message is reported.
Security
Relay's database is only reachable from the server it runs on, and access is restricted to the operator. No system is perfectly secure, but we take reasonable steps to protect your data.
Children
Relay is for people allowed to use Discord under Discord's Terms. We don't knowingly collect data from anyone under that age.
Changes
If we change this policy, we'll update this page and its effective date. Significant changes will be announced on this site.