Customer conversations are sensitive data. We treat them that way.
Support tickets contain names, order details, payment references, and personal complaints. Queryvine's data handling is designed around that reality.
What we store, for how long, and why
| Data Type | Retention | Notes |
|---|---|---|
| Ticket content (customer messages) | 30 days | Deleted automatically. Used only for intent classification during active processing. |
| Resolution patterns (anonymized) | Indefinitely | No customer PII. Used to improve confidence thresholds for your account. |
| Knowledge base content | Client-controlled | You can delete your KB at any time via dashboard or API. |
| Server access logs | 90 days | Then aggregated and anonymized for infrastructure monitoring. |
| Account & billing data | Duration + legal requirement | Retained for accounting compliance, deleted on account closure per legal minimums. |
We do not train on your customer data without explicit opt-in. Anonymized resolution patterns are account-scoped by default.
TLS in transit, AES-256 at rest
All data in transit uses TLS 1.2 minimum (TLS 1.3 preferred). Data stored at rest is encrypted with AES-256. Encryption keys are managed separately from application access.
TLS 1.3 in Transit
All API and webhook connections use TLS 1.2 minimum. TLS 1.3 is preferred and enforced for modern clients. Certificate pinning available for enterprise webhook configs.
AES-256-GCM at Rest
Ticket data and knowledge base content are encrypted at rest with AES-256-GCM. Encryption keys are managed separately from application-layer access credentials.
HMAC Webhook Signing
All outbound webhook payloads are signed with HMAC-SHA256. Your integration can verify payload authenticity before processing any incoming data from Queryvine.
Isolated Key Infrastructure
Encryption key management runs on separate infrastructure from application servers. Key rotation follows 90-day policy. No single service credential can access both key store and data store.
Your team controls who sees what
Role-based access control across your organization. Support agents see ticket processing feeds. Ops leads see analytics and routing configuration. Admins manage integrations and KB access.
Agent Role
View ticket processing feed and read context cards for assigned tickets. Cannot modify routing configuration, view analytics dashboards, or access billing or integration settings.
Ops Lead Role
All Agent access plus routing configuration, analytics dashboards, and KB management. Cannot modify integrations, billing, or manage team member access tiers.
Admin Role
Full access including integration management, team access control, billing, audit log, and API key management. SSO via Google Workspace and Okta available on Growth tier.
Audit Log
Available on Growth tier and above. Logs all access events, configuration changes, and KB modifications with timestamp, role, and source IP. Export available in CSV or JSON.
Designed with compliance in mind
We don't claim certifications we haven't completed. We do describe what controls we've built.
GDPR
Data minimization by design: we collect only what's needed to process each ticket. Data subject access and deletion requests handled within 30 days. DPA available on request for Growth customers.
CCPA
We do not sell personal information. California residents can exercise rights to know, delete, and correct via email to [email protected]. We honor Global Privacy Control signals.
HIPAA-Grade Controls
Access controls, audit logging, and data minimization consistent with HIPAA-grade expectations. Custom HIPAA BAA available for Custom tier customers with documented healthcare data workflows.
"HIPAA-grade controls" describes our control posture, not a formal HIPAA certification. Customers with explicit HIPAA obligations should contact us to discuss BAA and data handling requirements.
Questions about data handling?
Our data team responds within one business day for security and compliance questions.
Data & Security Inquiries
[email protected] — for data handling questions, privacy requests, and responsible disclosure.
DPA & BAA Requests
Data Processing Agreements and HIPAA BAA requests are handled via the contact form. Growth and Custom tier customers only.