Data policy
What we keep, and for how long
Plain answers. Your lawyer reviews the final wording before launch; numbers in brackets are placeholders.
Retention
How long we keep things
WHATHOW LONG WE KEEP ITWHY
Work orders and messages[N] years after closingFix history and tax records
Attachments and photos[N] days after closingOnly needed while we fix it
Remote session logs[N] monthsWho connected, when, what was approved
Access logs (business)[N] monthsSecurity and audit
Invoices and receipts[N] yearsTax law
Card and bank detailsNever stored by usHeld by Stripe
Account detailsUntil you delete the accountName, email, sign-in
Help us help you
What to send, and what not to
PLEASE SEND
- Screenshots and photos of the problem
- Error messages
- Which device and when it started
PLEASE DON’T SEND
- Passwords (we never ask for them)
- Card or bank numbers
- Health or medical records (we don't handle regulated health data)
- Staff HR files outside a private HR work order
Who else touches it
Services we use
Our own serversWork orders, accounts and files, on hardware we run in the eastern US.
StripeCard and bank payments. We never see full card numbers.
Email deliveryA trusted provider sends work order emails and receives your replies.
Your controls
Get it back, or get rid of it
How do I download my data?
Account › Your data › Download. You get everything tied to your account in one file.
How do I delete it?
Account › Delete account. Open work orders are finished or cancelled first; invoices stay for tax records.
My company manages my account. Who decides?
Your company admin. Ask them, or ask us and we’ll route it.
Do you use my data to train AI?
No. Tools we use to draft replies are set not to train on your data. A technician reviews every reply.