Privacy policy

1. Who is responsible

The Agora operator is responsible for the personal information processed by the Service. The person in charge of the protection of personal information, within the meaning of Law 25 (Québec's Act respecting the protection of personal information in the private sector), is Francis Rivard, who can be reached at [email protected]. You can also reach him through the "Contact us" page (Discord, a ticket on the site, or email).

2. What we collect

We only collect what the Service needs to work:

• Account: sign-in is done through Discord, with only the "identify" and "email" OAuth2 scopes. Discord thereby sends us your Discord ID, username and display name, avatar and the e-mail address linked to your Discord account. We request neither the list of your servers ("guilds") nor access to your messages, and we do not keep the access tokens Discord issues at sign-in. We also keep your chosen language, the date your account was created on the site and the date of your last sign-in.
• Discord roles: at sign-in, if you are a member of our support Discord server, we look up your roles on that server to determine your access rights on the site (customer, support team, administration); only the resulting role is kept. For team members, the two-factor authentication secret and recovery codes are stored encrypted or hashed.
• Support (ticket bot on our Discord server): the bot records ticket channels only. There it keeps message content (latest version; a deleted message is kept and flagged as deleted), attachments (a copy of which is archived on our servers), mentions, the ticket subject and the answers to the ticket form, as well as participants' Discord ID, username, display name and avatar, and the creation date of their Discord account (derived from the ID). It also logs ticket events (opening, claiming, adding or removing participants, closing and reason), the team's internal notes and, where applicable, a restriction on opening tickets decided by the team. On closure, a transcript is produced: it can be viewed through a secret link, not indexed by search engines, sent by direct message to the ticket's author and passed on to the team; deleted messages and internal notes do not appear in it. Tickets opened from the site or by email ([email protected]) are kept the same way: the sender's email address and name, subject, messages and attachments.
• Suggestions: title, text and category of the suggestions you submit (through the Discord bot or on the site), their status and the team's replies, as well as votes (Discord ID of each voter). Suggestions are public: their content, vote count and the author's display name are visible on the site's Suggestions page and on Discord.
• Payments: customer, subscription or transaction IDs at Stripe or Tebex, plan, amount, chosen currency, applied discount (promo code, trial → paid, additional licence), refunds, status and dates. Card, PayPal and paysafecard details are processed exclusively by Stripe or Tebex; we never have access to them and do not store them.
• Licences: key (stored encrypted), tier, dates, attached installation.
• Assisted installation and domains: for automatic deployment on your Pterodactyl / Pelican panel, the panel address, the ID and name of the server created and the deployment status; the panel API key is kept, encrypted, only for the duration of the installation and is then erased (an abandoned attempt becomes unusable after one hour and its key is erased at the next clean-up). For a custom domain: the host name, the verification token and the verification status.
• Licence telemetry from installations: when your Hub contacts our licence server — at activation, through an automatic heartbeat about every 6 hours, and at each update check or download — it sends the installation identifier (randomly generated) and an activation secret proving it is the right installation, a deployment fingerprint (a hash of the installation identifier, the host name and the stable identifier of your MariaDB database — for an installation converted from PostgreSQL, the system identifier of the old database — which we also receive as is), your site's host name (its public address), the Agora version and the installation type, the Node.js launch options (the NODE_OPTIONS variable, used to spot tampered software) and, at activation only, your licence key. It also sends two irreversible fingerprints, never the values themselves: one of your Discord server's identifier and one of your FiveM server key, used to recognise a server that has already had a trial. On our side, we add the source IP address and the date of last contact, and we log notable events (trial, activation, seat transfer, fingerprint change, update delivered) with that IP address. On a first trial with no other reference point, our server may also check that your domain name responds (a request to your site's /api/health page). This telemetry is used to validate the licence, count seats, distribute updates and limit repeated trials and key sharing. It contains neither your Hub's content, nor its members, nor their identifiers.
• Technical website logs (IP address, user agent, requested pages), kept briefly for security. The country of connection, derived from the IP address by Cloudflare, is used only to preselect the displayed currency and is not kept.
• Tester feedback: if the team has given you the "tester" role, the reports you submit on the site (type, title, description, screenshots, Agora version and installation type) are kept with your Discord ID, and their content is copied into a tracking ticket ("issue") in the project's private repository on GitHub, with your Discord username and links to the screenshots. Screenshots are served by the site at a secret, non-indexed address.
• Error reports: when a technical error occurs in your Hub installation, it sends us a report — error type and message, stack trace, affected area of the software, route, HTTP method and status, language, browser (user agent), technical steps that preceded the error, Agora version, game framework (ESX, QBCore…) and installation identifier — together with its signed licence lease, which proves where it comes from. Each report is cleaned before it is kept, by your installation and again by our servers: tokens, passwords, keys, email addresses and IP addresses are removed, and any user identifier is replaced by a pseudonym that cannot be traced back to the person. The sending IP address is only used for rate limiting and is not kept. Errors from the website and its Discord bot are recorded the same way. These reports are used only to detect and fix bugs; only the site's administrators can access them. Sending is on by default; the administrator of your installation can turn it off at any time (Administration → Errors, "Error reports" section).
• Linked Discord roles (optional): if you choose to link your account from your customer area, Discord asks you to authorize the OAuth2 scope “role_connections.write”. It only lets us publish to Discord, for your account, four metadata values: whether you are a customer (active paid licence), your tier (Basic or Pro), the date since which you have been a customer (seniority) and whether your licence is lifetime. Discord uses them to give you our server's reserved roles automatically. This scope gives no access to your messages, your servers or your friends. We keep, encrypted, the tokens of this authorization (to republish the metadata when your licence changes: purchase, renewal, refund, expiry), the last published values and the date of the last publication. Everything is deleted when you unlink your account from your customer area or revoke the authorization in Discord's settings; the linked roles are then removed.
• Emails: your account email address (taken from Discord, or the one you added and confirmed through a link), your sending preferences and a log of the emails sent (recipient, template, language, date, status, number of attempts and the identifier assigned by the sending provider). The licence key is never kept in this log: only its last 4 characters appear there. If an address bounces permanently, we note it so we stop writing to it.
• Console lines with no known fix: if sending error reports is turned on (same setting), your installation sends, once a day, the error or warning lines from the FiveM console that it cannot explain, after making them anonymous (player names, identifiers, IP addresses, web addresses, emails and file paths are replaced by placeholders), grouped with a counter, the Agora version and the installation identifier. They are used only to write new troubleshooting hints; only the site's administrators can access them.
• Report from the installation ("Report to Agora"): when you choose to send a report, we receive an error report cleaned of any secret, the Agora version, the game framework, the panel and the host name, the installation identifier and the licence identifier (never the key), as well as your Discord ID, which is the only one that can open the matching ticket. We send you a Discord direct message with the link to open it.
• Referrals: if you use a referral link (30-day cookie) or refer someone, we keep the Discord ID of the referrer and of the referred customer, the referral status, the licences and purchases granted and the rewards given. To refuse self-referral, we compare Discord accounts, email addresses and a fingerprint of the payment method supplied by the payment provider (never the card number).
• Help centre: searches made in the help centre or put to the bot (query text, language, number of occurrences, with no identifier) and the "Was this article helpful?" votes (an irreversible fingerprint of your IP address, never the address itself, and an optional comment of at most 500 characters) are used to improve the articles.
• Hosting with a partner (optional): if you choose a partner host, we send it, to create your access to its panel, your confirmed email address and part of your Discord ID (its last 8 digits), and we keep the state of your Hub's installation (server, address, steps, suspension or deletion dates). Your Hub's data is then hosted with that partner.
• Audit log: the site keeps a record of important actions on accounts, purchases and licences (date, name and identifier of the person acting, action, target and a few technical details), for security and accountability. It is kept for two years, then deleted automatically. What happens to it when an account is erased is explained in the "Erasing your account" sections.
• Live support (optional, at your initiative): if you turn on support mode in your Hub (for 1 h, 4 h or 24 h, and you can stop it at any time), your Hub sends our site, for the chosen duration, its log lines and errors, the result of the diagnostics and commands requested (including the list of settings, secrets masked), the Agora version, the host name of your site, the installation identifier and your licence identifier (never the key). The texts are cleaned before being kept: tokens, passwords, keys, email addresses, IP addresses, player identifiers and system user names are removed. The Agora team reads them live, read-only; if you tick "Allow Agora to intervene", it can also send your Hub a small number of specific commands, all logged.
• AI support assistant: when you write to the Agora assistant (a ticket opened on the site or on Discord, or a private message to the Discord bot), your message is read by an artificial intelligence, Claude Haiku 4.5 from Anthropic, which writes a reply to your request. To do so, we send Anthropic's API the text of your message, the latest exchanges of the conversation (six messages at most), for a ticket its type, subject and the answers to the opening form, a few articles from our help center chosen according to your question, and a short summary of your account read by our system: whether your Discord account is linked to a site account and, if it is, your plan (Basic or Pro), the state of your licence (active, in grace or expired) and its end date, your number of installations and whether a trial is running. If you attach a screenshot to your request, it is also read by the AI (ten at most per 24-hour period and per user, three at most per message): do not leave personal data in it. We do not send your name (our system adds it to the reply), your Discord ID, your email, your payments, your IP address or your licence key (a key written in a message is masked before sending); however, everything you write yourself, or that your screenshot shows, goes along with your request: do not put a password or any other secret in it. Every reply states that it comes from an AI. The assistant takes no action on your account, payments or licence: it only writes a reply. For each call, we keep a technical counter (date, Discord ID, source, outcome, number of tokens and cost), never the text of your message. Support code (optional): only if an administrator of your Hub generates a support code, a redacted technical summary of their installation (versions, licence state, health of the database, Discord, the panel and txAdmin, and at most ten errors reduced to their type, never a key, IP address, email, web address, name or identifier) is sent to us, after a full preview that they approve. The code is valid for 30 minutes for five reads at most, is tied to their Discord account and can be revoked; the AI assistant (Claude Haiku 4.5 from Anthropic) reads the summary only if the code is pasted into a message.

We do not collect the content of your Hub (your Hub installation): the forum, the MDT, your community's members and their data stay on your server and are never sent to us, except the technical summary you yourself choose to send us for support (see "AI support assistant").

3. Why

We use this information to:

• provide the Service: sign you in, issue and validate licences, distribute updates, process payments;
• provide support: track and answer tickets and private messages, including through an artificial intelligence assistant that writes replies to your requests and that reads, if you ask it to, a technical summary of your installation (see "What we collect" and "Sharing"), and keep a history useful for solving problems;
• protect the Service: detect abuse, key sharing, repeated trials and intrusion attempts;
• meet our legal obligations: accounting, taxes, answering authorities' requests where the law requires it;
• fix bugs: analyse error reports from installations, the website and the bot to find and fix their cause;
• write to you about your account: purchase confirmation with your licence key, renewals, declined payments, plan changes, suspensions and refunds (essential emails, which are always sent), and, as long as you have not turned them off in your customer area or through the unsubscribe link, expiry reminders, trial and referral messages and support replies.

We never sell personal information and do not run targeted advertising. We do not use your messages to train or fine-tune an artificial intelligence model.

4. Your community and your members

If you run a Hub (an Agora installation), you are responsible for your members' information (forum accounts, MDT records, mugshots). We act only as the software provider and have no access to that data. It is up to you to inform your members and comply with the laws applicable to your community.

5. Sharing

We share information only with the providers the Service needs:

• Discord (OAuth sign-in, support server, ticket and suggestion bot, direct-message notifications — never the licence key itself);
• Stripe and, when it is offered, Tebex (payment and billing; Tebex acts as merchant of record for purchases made through it);
• Cloudflare, through which the website's traffic passes (routing and protection against attacks), which also receives the emails sent to [email protected] (a copy is forwarded to the operator's mailbox) and which provides the Turnstile anti-robot check on certain forms: as such, it receives technical information about your browser to judge whether you are human;
• hosting: the website and your account data are hosted by Agora, in Canada; the licence server, emails, traffic protection and documentation rely on Cloudflare (global network);
• GitHub, where tester reports and, when needed, cleaned error reports are copied, in a private repository accessible only to the project team;
• Cloudflare (Email Service) or, depending on the chosen setting, Resend, to send transactional emails: this provider receives your email address and the content of the message — including, for the purchase confirmation only, your licence key — and uses them only to deliver the email;
• the partner host you choose, if any, to host your Hub (see "What we collect").
• Anthropic (a company based in the United States), provider of the AI support assistant (Claude Haiku 4.5, through its commercial API): it receives the data described in "What we collect" (your message, the latest exchanges, the ticket's details, articles from our help center, the summary of your account, the screenshots you attach and, if an administrator generates a support code, the technical summary of their installation), only to produce the reply. According to the terms Anthropic publishes as of the date of this policy, data sent through its commercial API is not used by default to train its models and is deleted from its systems within 30 days of receipt, except where required by law or needed to enforce its usage policy.

These providers may process data outside Québec and Canada (notably in the United States), under their own policies. This is the case for Anthropic and the AI assistant: what you write to the assistant therefore leaves Québec and Canada, and the protection offered there may differ from that of the laws here. If you prefer that your request not be sent to it, do not use the assistant (see "Your rights"). We may also disclose information where the law requires it.

6. Retention

• Account: as long as your account exists. At your request, it is anonymised (see "Erasing your account"): what identifies you is erased and only your Discord ID is kept, without a name.
• Support tickets and transcripts: kept for support follow-up and in case of a dispute. Erasing the account removes your email, your contact name and the transcript's public link, and replaces your author name with a pseudonym, but does not delete the text of the messages: on request, we purge it case by case, except for items needed in an ongoing dispute.
• Copies of ticket attachments: deleted automatically 90 days after the ticket is closed; the transcript then points to the original file on Discord, if it still exists.
• Suggestions and votes: kept to follow up on requests. Erasing the account stops your name from being displayed on your suggestions; their text and your vote, tied to your Discord ID alone, stay until you ask for their removal, which we handle case by case.
• Panel API key (assisted installation): erased at the end of the installation, as described above.
• Payments and invoices: seven years, in line with Canadian tax obligations. Purchases, refunds, disputes, plan changes, discounts and licences stay kept on that basis even after the account is erased; they carry neither your name nor your email, only your Discord ID.
• Licence telemetry from installations: kept as long as the licence or trial exists, then as long as needed for support, accounting and preventing repeated trials. An installation never attached to a licence and with no contact for 90 days is deleted automatically, as are the anonymous refusals and signals in the licence log (90 days). The licence log (activations, heartbeats, administration actions with their author) is kept for two years, then deleted automatically; only the list of versions already delivered to an installation is kept, without IP address, so that a version you already received can be given back to you.
• Technical logs: automatic rotation, limited retention period.
• Tester reports and their screenshots: kept to follow up on development. Erasing the account does not delete them by itself (they are then tied to your Discord ID alone); on request, we purge them case by case, on the site and on GitHub.
• Error reports: each occurrence is deleted automatically after 90 days; only the error summary (message, fingerprint, counters, affected versions and a cleaned copy of the last occurrence) is kept to track fixes.
• Log of sent emails: twelve months, then deleted automatically.
• Console lines with no known fix: made anonymous before sending, deleted 90 days after their last occurrence, except those for which the team has written a fix (the anonymous template and its fix stay, with no link to installations).
• Reports from the installation: deleted automatically after 30 days if they were not used to open a ticket; otherwise kept with the ticket.
• Help centre: a search seen only once is deleted after 90 days, and any search one year after the last time it was made; votes on articles are kept as long as the article exists.
• Referrals: kept as long as the site exists; they quote only Discord IDs, and your referral code is deactivated when the account is erased.
• Audit log: two years, then deleted automatically. When an account is erased, its author name is removed and its quoted addresses are replaced (see "Erasing your account").
• Live support sessions (log lines, errors, diagnostics, team commands): deleted automatically 30 days after they open. When an account is erased, the host name of its sessions is removed right away.
• AI support assistant: we do not keep a separate copy of what is sent to the AI. Your message and the assistant's reply stay in your ticket and follow its retention period (see above); in a private message, the conversation stays in Discord and we do not store it. The technical counter of each call (with no text at all) is kept as long as the site exists. Support code: the technical summary is erased when the code expires (30 minutes) or is revoked; the rest (code fingerprint, read log: time, outcome, reader's Discord ID) is deleted at most 30 days after expiry. At Anthropic, see "Sharing".

7. Security

Secrets (tokens, licence keys, API keys) are encrypted at rest. Exchanges with the website, the licence server and the update server use HTTPS, and software versions are signed. Access to data is limited to the people who need it for support or operations.

In case of a confidentiality incident presenting a risk of serious injury, we will inform you and notify the Commission d'accès à l'information du Québec, as required by law.

8. Your rights

At any time, you may:

• access the information we hold about you and obtain a copy, by downloading it yourself ("Download my data" button in My account: a JSON file with your account data — profile, emails, purchases, licences without the key, tickets, the log of your actions, and so on, the full list is on that page —, but not your security secrets or the team's internal notes). Tickets opened by email before you linked that address to your account are not in it, as we cannot prove they are yours: write to us from that address to get them, as for anything that is not in the file;
• have it corrected if it is inaccurate;
• request the erasure of your account, by writing to the person in charge (there is no self-service delete button): the account is then anonymised, and what is erased, what is kept and why are detailed in the three "Erasing your account" sections that follow;
• withdraw your consent where processing relies on it;
• file a complaint with the Commission d'accès à l'information du Québec or the Office of the Privacy Commissioner of Canada;
• not use the AI assistant: you are never required to use it, and the AI makes no decision about you, it only writes a reply with no effect on your account, payments or licence. To have a member of the team answer, click "Talk to a human" (in your ticket or under the reply in a private message) or write to us at [email protected]: the team then takes over your request and the assistant stops answering.

To exercise a right, write to the person in charge of the protection of personal information ([email protected]) or open a ticket — on Discord or on the site, see "Contact us" — from the Discord account concerned: the ticket lets us verify your identity with no further formality; by e-mail, we may ask you to confirm it. We answer within 30 days.

9. Erasing your account: process and timing

There is no self-service erase button: we erase your account at your request, and the operation cannot be undone. Here is what happens, in order.

• Request: you write to the person in charge of the protection of personal information or open a ticket from the Discord account concerned (see "Your rights"). We answer within 30 days.
• Conditions: the request is refused, with nothing changed, while a subscription or licence is active (grace period included); cancel it or get it refunded first. It is also put off when the licence server does not answer, because we then cannot prove that no licence is active.
• Execution: once the request is accepted, the erasure is carried out in a single operation, with no further delay. Afterwards all your sessions are closed and the account can no longer sign in again, so that no new account is attached to your former purchase history.

10. Erasing your account: what is erased

The erasure removes from our systems what identifies you:

• your account: name, username and display name, avatar, email addresses, language, email preferences, date of last visit, two-factor authentication, recovery codes and passkeys, as well as the copy of your Discord profile kept by the bot;
• your sign-ins: all sessions are closed, the link between your account and your Discord sign-in is deleted, and the authorization of the linked Discord roles, if you had given it, is revoked at Discord;
• your installations: your deployments on a panel (address, server name, API key), your custom domains and the host name of your installations in error reports and in the reports sent from an installation, as well as in live support sessions; your referral code is deactivated;
• your support tickets: your email, your contact name, the copy of your profile saved in the ticket and the transcript's public link; your author name on messages becomes a pseudonym ("anonyme-…"), and your address is replaced by a neutral one in the emails attached to tickets and erased from the emails waiting to be sent;
• your suggestions, applications and hostings: your name is no longer displayed on your suggestions; the email, contact name and message of your applications and hostings with a partner are erased;
• the audit log: your author name; your email addresses quoted in an entry's details are replaced everywhere, and your name or username is replaced when it makes up a field's whole value or follows an "@" (a name quoted in the middle of a sentence may remain until the entry is deleted, after two years);
• the licence server: your customer record is replaced by a pseudonym (name and email "anonyme-…"), right after the rest.

Limit: if you remain a member of our Discord server, the bot may recreate the copy of your username when it sees you again; it is not a site account.

11. Erasing your account: what is kept, and why

Some data stays, each for a specific reason:

• accounting: purchases, refunds, disputes, plan changes, discounts, licences and keys, for our accounting and tax obligations (seven years for payments and invoices). These lines carry neither your name nor your email, only your Discord ID;
• your Discord ID, alone and without a name: it links that accounting data and prevents a new account from being attached to your former history;
• the "do not write to this address again" list (unsubscribes, addresses that bounce): keeping it avoids writing to you again;
• free text: subjects, form answers and messages of your tickets, suggestions, tester reports and their screenshots, as well as your votes (tied to your Discord ID alone). It serves the support history, development follow-up and our defence in a dispute; it no longer carries your name as author but may quote you. On request, we purge it case by case, except for items needed in an ongoing dispute;
• the audit log: two years, then deleted automatically;
• the licence telemetry of your installations (host name, IP address, version): it follows its own retention period, described in the "Retention" section;
• the AI assistant's technical counter (date, Discord ID, outcome, number of tokens, cost), with no text at all.

The records that Stripe, Tebex and Discord hold about you fall under their own policies: the erasure does not reach them from here.

12. Cookies

The site only uses strictly necessary cookies: the sign-in cookies (session, and protection of the Discord sign-in or of the linking of your Discord roles against forgery while it is in progress, at most ten minutes), the two-step verification and passkey cookies reserved for the team (agora_mfa and agora_pk, at most 12 hours), the language cookie (agora_site_lang, one year) and, where applicable, its copy shared with the help centre (agora_lang_shared, one year), the currency cookie (agora_site_currency, one year), the cookie for the promo code you entered (agora_promo, one hour), the referral link cookie (agora_ref, 30 days), the cookie for the trial passed on by your installation (agora_trial_lease, seven days) and the cookie for the page to reopen once your email address is confirmed (agora_after_email, at most 24 hours). No advertising cookies and no third-party trackers.

13. Changes

We may update this policy. The current version is published here with its date; an important change is announced in your account area or on Discord.

14. Language

This policy is written in French; an English translation is provided for convenience. In the event of any discrepancy, the French version prevails.

15. Contact

For any privacy question, write to [email protected] or use the "Contact us" page (Discord, a ticket on the site, or email).