Overview
You can delete your data at any time. This Policy explains how to ask, what happens, and how long it takes.
If you are an end user who exchanged messages with a business using Eyeleven OS, that business is the controller of your data and we act on its instructions. Send your request to that business; if you send it to us, we will refer it to them without undue delay and will tell you that we have done so.
How to request deletion
- Self-service: delete individual records, conversations, or knowledge sources directly in the application
- Workspace closure: an administrator can request closure and full deletion from billing settings
- By email: write to [email protected] from the address on the account, with the subject line “Data deletion request”
- Include the workspace name and the scope you want deleted — specific records, a channel, or the entire account
- Authorised agents may submit a request on your behalf, subject to proof of authorisation
Verification
We verify a deletion request before acting on it, because wrongful deletion is irreversible and unauthorised deletion is itself a security incident. Verification normally means confirming control of the account email and, for full workspace deletion, confirming that the requester holds an administrator role.
For high-impact requests we may ask for additional confirmation. We will not ask for more personal data than is necessary to verify the request, and we do not use verification data for any other purpose.
Timing
- Acknowledgement of an emailed request: within 5 business days
- Export window before deletion begins, on account closure: 30 days, which you may waive in writing
- Deletion from active production systems: within 30 days of the request being verified and the export window ending
- Deletion from encrypted backups: within a further 90 days, as backups cycle
- Written confirmation of completion: on request
- Statutory response deadlines under the GDPR and United States state privacy laws are met in all cases
What gets deleted
- Account and profile data, including credentials and authentication records
- Workspace configuration, agent instructions, and knowledge sources you uploaded
- Conversation history, message content, and agent execution traces
- Contact records and any customer data you imported
- Files and attachments in object storage
- Analytics and telemetry records that identify you or your workspace
What we must retain, and why
A small set of records survives deletion because law requires it or because deleting them would defeat a legitimate protective purpose. Each is minimised and access-restricted.
- Invoices and transaction records: retained up to 7 years to satisfy accounting and tax obligations
- Security and abuse records: retained where necessary to prevent recurrence, investigate an incident, or protect other users
- Records subject to a legal hold: retained for the duration of an actual or reasonably anticipated legal claim or regulatory request
- Aggregated and irreversibly anonymised statistics: retained, as they are no longer personal data and cannot be linked back to you
- A minimal suppression record: retained where necessary to honour an ongoing opt-out or deletion request
Sub-processors and connected platforms
When we delete your data, we instruct our sub-processors to delete their copies and confirm completion within the same windows. Our sub-processors are listed in the Sub-processor List.
Data held by a platform you connected — for example messages retained inside a messaging platform's own systems under its terms — is outside our control. You must submit a separate request to that platform. We will tell you which connected platforms may hold copies so you know where to ask.
Deletion is permanent
Deletion is irreversible. Once active-system deletion completes we cannot restore your workspace, conversations, or configuration, and support cannot recover them from backups. Export anything you need before requesting deletion.
If you close a workspace by mistake, contact [email protected] immediately — during the 30-day export window the account can normally still be reinstated.
Contact
Eyeleven Inc. — Privacy. Send deletion requests and follow-up questions to [email protected]. If you are dissatisfied with our handling of a request, you may appeal to the same address and, where applicable, complain to your supervisory authority.