Telemetry Disclosure

Telemetry Disclosure

What your osTicket Awesome installation sends us, why, and how often.

osTicket Awesome includes a license module that communicates with our server at osaweso.me. This page describes exactly what is sent, why, and how often.

This page covers the installed product. For information about the osaweso.me website, see our Privacy Policy and Cookie Notice.

What Your Installation Sends Us

Once every 24 hours, when a staff member loads the admin panel, osTicket Awesome contacts osaweso.me with two separate requests.

License status check

Your installation sends your license key and domain name to verify your subscription status. Our server responds with your plan tier, expiry date, and installation count. This is how the license panel in your admin area stays current.

Diagnostic report

Your installation sends the following information:

  • Software versions: osTicket Awesome version, upstream osTicket version, PHP version, database version (MySQL or MariaDB)
  • Server environment: web server software (Apache, nginx, IIS), operating system (Linux, Windows)
  • Installation profile: number of agents, number of departments, total ticket count, tickets created in the last 30 days, tickets created in the last 24 hours, number of custom forms
  • Identification: license key, installation URL, language/locale setting

All metrics are aggregate counts. We do not collect agent names, email addresses, ticket content, customer data, attachment contents, or any personally identifiable information from your helpdesk.

Why We Collect This

To support you better. When you open a support ticket, we already know your PHP version, database version, server platform, and osTicket Awesome release. That eliminates the back-and-forth of gathering basic diagnostic information and lets us get to the actual problem faster.

To inform our development. We use aggregate data across all installations to make product decisions: which PHP versions our customers actually run (so we know when it’s safe to drop old ones), how large a typical installation is, which server platforms to prioritize testing on, and whether a new release is being adopted.

What We Do Not Collect

  • No ticket content, subject lines, or message bodies
  • No customer or end-user data from your helpdesk
  • No agent names, email addresses, or login credentials
  • No file attachments or uploaded documents
  • No IP addresses of your helpdesk users
  • No database contents beyond the aggregate counts listed above

How the Data Is Transmitted and Stored

Both requests are sent over HTTPS. The diagnostic report is stored on our server as a historical record (one row per report, not overwritten) so we can track changes over time, such as a PHP upgrade or a growing agent count. The data is linked to your license key.

Your installation’s IP address and domain name are visible to our server as part of any HTTPS request. The domain name is stored as part of the diagnostic report. Server access logs containing IP addresses are retained for standard operational and security purposes.

Frequency and Timing

The license module checks in once every 24 hours. The check is triggered when a staff member loads any page in the admin panel. If no one logs in for a week, no data is sent for that week.

The diagnostic report is rate-limited: even if multiple staff members trigger it in the same day, only one report is recorded per 24-hour period.

Offline and Intranet Installations

If your installation cannot reach osaweso.me (because it’s on an intranet, behind a firewall, or simply offline), nothing happens. The license module fails silently. No error messages, no degraded functionality, no retry loops. Your helpdesk works exactly the same whether the connection succeeds or not.

Opting Out

There is no opt-out toggle for the diagnostic report at this time. If the connection to osaweso.me is blocked (by firewall rule, DNS, or network configuration), no data is sent and your installation is unaffected.

If you have concerns about the data collected, contact us at legal@osaweso.me.

Changes to This Disclosure

If we add new fields to the diagnostic report or change how data is used, we will update this page and note the change in the release notes for the relevant osTicket Awesome version.