Security and confidentiality
What we hold, what we never ask for, and where the work is done
Outsourcing warranty administration means sending someone your repair orders. That is a reasonable thing to be careful about, and the answers below are the ones we would give you on a call — including the ones that are not flattering.
The short version
Three commitments you can hold us to
01
We never hold your OEM portal credentials
Not stored, not requested, not wanted. Submission happens through your login, on your machine, with your staff present.
02
We never contact your customers
Our contact is with your service department. Questions that only a customer can answer come back to you, and you decide whether to ask.
03
We never use your claim data for anything but your claims
Not sold, not shared with other dealers, not published. The only claim history on this site is our own dealership’s.
In detail
The questions dealers actually ask
Do you need our OEM dealer portal login?
No. We do not ask for your portal credentials, we do not store them, and we do not want them. Claims are prepared from the repair orders and documentation you send us, and submission happens in a screen-sharing session on your own machine, with your staff present and your own login. Your dealer agreement with the manufacturer almost certainly restricts credential sharing, and working this way means the question never has to be asked.
What dealership data do you actually hold?
Completed repair orders and the documentation attached to them: machine serials, meter readings, failure descriptions, parts and labour lines, photographs of failed components, and the jobcard trail. Where a repair order carries a retail customer’s name or contact details, we hold that too, because it arrived with the document — but we have no use for it and we do not extract it, index it, or contact your customers under any circumstances.
Do you contact our customers?
Never. We have no reason to and no permission to. Your customers are your relationship; our contact is with your service department. If a claim needs something only the customer can answer, that question comes back to you and you decide whether to ask it.
Where is the work done and where is data stored?
The contracting entity is Rocky Solutions LLC in Missouri. The team preparing your claims works from India, which is stated plainly on our about page because it is the mechanism behind the turnaround rather than a detail to hide. That means dealership documentation is accessed from outside the United States. If your own policies or your dealer agreement restrict that, tell us on the first call rather than the tenth, and we will tell you honestly whether we can work within it.
How long do you keep documentation?
For as long as we are administering claims for you, plus the period a warranty audit could reasonably reach back over — because documentation deleted early is documentation you cannot produce when a manufacturer asks for it. If you end the engagement and want everything deleted sooner, say so in writing and we will delete it and confirm when it is done.
Do you use our claim data for anything else?
No. We do not sell it, we do not share it with other dealers, and we do not publish it. The only claim data published anywhere on this site is our own dealership’s, which we own outright — that is precisely why it is the only claim history we show.
Are you certified to a security standard?
No, and we are not going to imply otherwise. We hold no SOC 2 report, no ISO 27001 certificate, and no third-party security attestation. We are a new company and buying a certification before we have clients would be theatre. What we can tell you is exactly how the work is done, which is what this page is for, and we will answer any question about it directly.
What happens if you get something wrong?
You hear it from us. A claim we mis-coded, a submission we missed, a deadline we did not flag — the failure mode that actually damages a dealership is not the mistake, it is finding out about the mistake from the manufacturer months later. We would rather tell you and lose the argument than have you discover it in an audit.
Personal data
If the question is about people rather than machines
This page covers dealership and claim documentation. How Rocky Solutions LLC handles personal information submitted through this website — including what is collected, how phone numbers are used, retention, and how to request deletion, with the UK GDPR and PIPEDA position for prospects outside the United States — is set out in full in our privacy policy.
Anything not answered on either page, ask us directly at [email protected] or +1 (201) 347-7569. A question about how your data is handled gets a straight answer, not a referral to a policy document.
Next step
Ask the awkward version on the call
If your IT policy or your dealer agreement puts constraints on any of this, raise it on the first call rather than after a contract. We would rather tell you we cannot work within your constraints than discover it three months in.