Comment service privacy
留言服務私隱
English
Purpose and information
SSP Customer Comment Service helps Super Sports Park handle enquiries in public comments on its official Facebook and Instagram posts, Reels and advertisements, including advertisements that do not appear as ordinary Page posts. It reads comment and reply text, account identifiers or usernames, post and comment identifiers, timestamps, links, captions and relevant media or advertisement information to understand enquiries, check existing replies and staff handling, and avoid duplicate replies. Attachment descriptions may be received; the service does not download attachments.
AI and service providers
Meta supplies the source information and receives public replies. Eligible enquiry text and reviewed FAQ descriptions are sent to the OpenAI API to classify the enquiry. Some email addresses, links and phone-like numbers are filtered first, but names and other personal information may remain. This filtering is partial; it does not make the information anonymous. Where automatic public replies are enabled, they use reviewed, fixed wording.
Staff referrals use Google Gmail and company email hosting. They contain case identifiers, a public enquiry link and internal guidance rather than the customer's comment text. The link can still identify the enquiry. Local handling records contain case, ownership and delivery metadata. The current staff claim-only workflow records who is handling a case; it does not collect local staff conversations, drafts or correction proposals.
Cloud event handling
A separate Cloudflare receiver briefly processes event payloads in memory to verify and normalise them. It discards unused text and author fields and queues identifiers, timestamps and duplicate-detection hashes to help locate enquiries. The queue itself does not answer customers.
Retention and deletion limits
- Raw event payloads are held in memory during verification and normalisation rather than retained as full payload records by this receiver.
- Cloud hints and associated duplicate records are eligible for removal seven days after first acknowledgement, after local receipt is confirmed. A repeated acknowledgement does not restart this period. Pending hints that remain unacknowledged after seven days are held for exception review rather than silently discarded.
- Eligible, closed local Meta handling and delivery journals created under this policy are removed by maintenance after 90 days from final handling. Active staff claims, uncertain delivery, linked proposals or knowledge records, and a specific review hold can prevent removal. Earlier records and records with unresolved dependencies are excluded from this automatic rule.
- A restricted, keyed duplicate-prevention marker remains after journal deletion to stop old enquiries being answered again. It excludes customer text, names, original identifiers and links. There is currently no automatic expiry rule for this marker, and it is not represented as irreversible anonymisation.
- The current claim-only workflow creates no local staff conversation or draft text. Automatic deletion of older shared staff conversations, drafts or pending proposals is not enabled; a 30-day deletion promise does not apply to those records.
- These controls concern SSP's scoped cloud queue and local records. They do not erase Meta posts, comments, accounts or public replies, other providers' copies, or backups. Provider-wide or backup erasure is not promised.
Privacy enquiries and requests
Email cs@supersportspark.com for access, correction or deletion requests. The data-request instructions explain what to include, human verification and current deletion limits. Please keep booking, contact and sensitive details out of public comments.
About this notice
This app-specific notice supplements the website privacy policy. Website Analytics choices do not control Facebook or Instagram processing. This notice describes the relevant functions when enabled; publication of this notice is not confirmation that automatic replies are active.
繁體中文
用途及資料
SSP Customer Comment Service 協助 Super Sports Park 處理官方 Facebook 及 Instagram 帖文、Reels 短片及廣告下的公開留言查詢，包括不以一般專頁帖文形式出現的廣告。服務會讀取留言及回覆內容、帳戶識別碼或用戶名稱、帖文及留言識別碼、時間紀錄、連結、說明文字，以及相關媒體或廣告資料，以理解查詢、核對已有回覆及職員處理情況，並避免重複回覆。系統可能收到附件描述資料，但不會下載附件。
AI 及服務供應商
Meta 提供原有資料並接收公開回覆。符合條件的查詢文字及經審核的常見問題描述會傳送至 OpenAI API，以辨識查詢類別。系統會先過濾部分電郵地址、連結及類似電話號碼的數字，但姓名及其他個人資料仍可能保留。這只是部分過濾，並不代表資料已匿名化。如已啟用自動公開回覆，回覆會採用經審核的固定文字。
職員轉介透過 Google Gmail 及公司電郵託管服務傳送。內容包括個案識別碼、公開查詢連結及內部指引，而非客人的留言文字；連結仍可辨識相關查詢。本地處理紀錄保存個案、職員接手及傳送資料。現行僅記錄職員接手的流程會記錄由誰處理個案，不會收集本地職員對話、草稿或修正建議。
雲端事件處理
獨立的 Cloudflare 接收服務會在記憶體內短暫處理事件內容，以作驗證及整理。系統捨棄不需使用的文字及作者欄位，並把識別碼、時間紀錄及用於偵測重複事件的雜湊值加入佇列，以協助尋找查詢。佇列本身不會回覆客人。
保留安排及刪除限制
- 原始事件內容只在驗證及整理期間暫存於記憶體；此接收服務不會把完整事件內容保留為紀錄。
- 雲端提示及相關重複事件紀錄，在首次確認接收七天後符合移除條件，並須先核實本地已接收。重複確認不會重新計算期限。超過七天仍未確認接收的提示會保留作異常個案審閱，不會無聲捨棄。
- 在本政策下建立、符合條件且已結案的本地 Meta 處理及傳送紀錄，會在最後處理完成滿 90 天後由維護程序移除。職員仍在處理、傳送結果未確定、連結至建議或知識紀錄，以及特定審閱保留安排，均可能阻止移除。較早的紀錄及仍有未解決關聯事項的紀錄不適用此自動規則。
- 刪除個案紀錄後，受限制存取、使用密鑰產生的防重複標記仍會保留，以免再次回覆舊查詢。標記不包含客人文字、姓名、原始識別碼或連結。目前未有自動到期規則，亦不代表資料已不可逆轉地匿名化。
- 現行僅記錄職員接手的流程不會建立本地職員對話或草稿文字。較早的共用職員對話、草稿及待審建議尚未啟用自動刪除；這些紀錄不適用 30 天刪除承諾。
- 以上措施只涵蓋 SSP 指定的雲端佇列及本地紀錄，不會刪除 Meta 帖文、留言、帳戶、公開回覆、其他供應商的副本或備份，亦不承諾刪除所有供應商或備份中的資料。
私隱查詢及資料要求
如欲查閱、更正或刪除資料，請電郵至 cs@supersportspark.com。資料申請指引說明需要提供的資料、人手核實程序及現行刪除限制。請勿在公開留言提供訂單、聯絡或敏感資料。
關於本通知
本應用程式專項通知補充網站私隱政策。網站分析選項不控制 Facebook 或 Instagram 的資料處理。本通知說明相關功能啟用時的處理方式；發布本通知並不代表已啟用自動回覆。