Our story, and the team behind Tribu.
Tribu has a team dedicated to exploring the world of information technology and machine learning. Finding solutions to challenges and paving the way for an innovative future for all MSPs.
We developed Tribu as a solution to our problems.
Before tribu, we worked as a small managed service provider (MSP) and have been in the support industry for almost 15 years. During this time running support services, we encountered several roadblocks stopping the progression of our business. Challenges included maintaining quality service delivery, quick incident resolution, and providing engineers higher-level requests to further their career path. Our engineers saw these roadblocks as an opportunity to develop a tool to solve all our problems.
Our vision is to improve the future of the Help Desks
Once we saw the capability of our tool and its potential to grow into an industry-changing asset, we devised a vision to push the boundaries of our efforts to innovate the future of help desks. Our goal now is to provide businesses such as our own with a stress-free, enjoyable and profitable structure by enabling them to deliver improved customer service.
Meet our Team
Our team is spread around the globe in locations such as Australia, New Zealand, the Philippines, the United States, and the United Kingdom, working in a diverse collaborative environment to improve the delivery of our solution to you.
Lucas Meadowcroft
Chief Executive Officer
As an optimistic risk-taker, he is never afraid of change. Always disrupting, innovating and pivoting to help companies reach their full potential. He is pushing to making an immense change in the industry forever.
Amy Giles
Chief Operations Officer
With her amazing focus on strategy and operational requirements, she is an integral component to the complete structure that is tribu as a business.
Dean Cavanagh
Chief Technical Officer
As our Chief Technology Officer, he's is dedicated to managing the strategy and development of our future solution. He is incredibly proud to be a part of the team that manifested this innovative solution and is looking forward to all the new experiences he will find along the way.
Steven Cox
Developer
Jerlie Baruiz
Digital Marketing Specialist
Madame Molly
Cuddle Buddy
Madame Molly’s role is to bring joy to the Tribu tribe and their partners. As Tribu's furry four-legged mascot, Molly also laps up many cuddles and treats in her home territory as Lucas’ & Amy’s canine companion. She’s motivated by walkies, doggy biscuits, and uses her own unique kind of strategy with her favourite Kong toy.
GPDR Statement
We have been able to maintain GDPR compliance since operating with our initial partners in the EU. We have done so by being very cautious about the data we collect and how it is stored. Here are the details on how your data is kept in a strict controlled environment:
Registration Data
- When you register with Tribu, we capture only your name and company name details as well as the vendor name you use with our product
- Payment capture and processing is managed and maintained with Stripe via their official API mechanisms
Teams integration
- Data is received via your vendor PSA API endpoint into our system temporarily as it is organised and formatted then sent on to the Microsoft Teams environment via the Bot Framework
- As part of the performance mechanisms in place, Tribu cache’s for up to 30 minutes, some of the ticket meta data. After the that time the cache is destroyed and never permanently stored. Meta Data is chosen by the Tribu customer as part of the customised Teams notifications that can be displayed. If a field is not required, it is not cached.
- The Ticket description and Title – which may contain personally identifiable information – is never stored in Tribu systems with regards to the Microsoft Teams integration product
- There are no long term stores of cached data, for example backups. These are not necessary for the function of the product.
- The only data kept long term is:
- Ticket ID
- Notification triggered
- Date/Time of notification
- Actions type performed on the ticket
- Date/Time of action performed
AI Classifier
- When submitting data to our AI Classifier service, ticket history is extracted in bulk from your vendor PSA via API. This data is loaded into ephemeral storage in the Microsoft AzureML
- The training environment is created programmatically at the start of the ticket extraction process, and destroyed after the AI model has been successfully built
- The AI model is stored long term in the Microsoft Azure environment under privileged only access via the Tribu application layer
- The fields extracted are specifically:
- Ticket Title
- Ticket Description
- Issue ID
- Sub-Issue ID
- There are no backups made of the ephemeral storage or training environment for long term storage
- Backups are maintained of the resulting AI Model from the training process
Note: An AI model does not store Personally Identifiable Information within itself as plain text. It is a single object of complex algorithms used to make predictions from the patterns it has learnt from the training data. The training data is transformed into anonymised character sets prior to applying our machine learning methods.
If you require additional information regarding our GDPR policies and processes, you can reach out to our data protection officer on dpo@tribu.ai.