What we keep, and for how long.
In short: your support content is kept while your account is active and encrypted at rest, raw inbound email payloads expire on a short window, and our logs are metadata-only and retention-limited. Deletion and export are available on request. Solves is at pilot stage, so we are plain about which controls are fully built and which are still carried out by hand.
Pilot-stage policy. Retention and deletion controls are planned and partially implemented.
The short answer
How long Solves keeps your data
Solves keeps the data your team needs to do support, for as long as it is useful, and no longer. Where a control is not yet fully automated, we say so rather than imply it is done.
We split the data into three groups, because each earns a different retention window. Your customer support content, tickets, replies, private notes, contacts, saved replies and tags, is the working record of your support, so it is kept while your account is active and encrypted at rest with per-organisation keys. The raw inbound payload of an email is needed only briefly to build a ticket and troubleshoot delivery, so it is set to expire on a short window. Our own observability data is metadata-only logs of timings, errors and route families, kept on a rotation. Some windows are enforced automatically today and some are operated on request or by a scheduled job we are still hardening; the table below states the window we intend to operate for each, with its current status.
Retention at a glance
Data and its retention window
The intended retention window for each kind of data we hold, with an honest note on how far the control is built during the pilot.
| Customer support content | Tickets, replies, private notes, contacts, saved replies and tags. Kept while your account is active, encrypted at rest with per-organisation keys. Deleted or anonymised within a short wind-down window after closure. Deletion is on request today; the scheduled control is being built. |
|---|---|
| Raw inbound email payloads | The wire-format copy of an incoming email. Needed only to build the ticket and for short-term troubleshooting, so set to expire on a short window. The readable ticket and history are retained; the raw copy is not. |
| Metadata-only logs | Timings, error codes, route families and a correlation id, with no message bodies, subjects, addresses, secrets or payloads. Retention-limited and rotated rather than kept indefinitely. |
| Audit history | Metadata-only record of actions on a ticket, such as state changes, assignment and sends, kept with the ticket while your account is active. No customer free text is stored. |
| Account and billing records | Organisation, user and plan details, and Stripe billing records, kept while your account is active and for the period needed to meet tax and accounting obligations after closure. |
| Backups | Operational backups exist so we can recover from failure. They roll on their own cycle, so a deleted item can persist in a backup until that backup expires. Backup handling is being formalised. |
The principles behind it
How we decide what to keep
Four rules shape every retention window.
Encrypted while we hold it
Customer support content is encrypted at rest with per-organisation keys, so a value cannot be read without authorised access.
No longer than useful
Raw payloads expire on a short window and logs are rotated. We keep what the work needs and let the rest age out.
Metadata, not content, in logs
Observability data is sanitised to metadata only before it is written, and fails closed if anything forbidden reaches a writer. Your customers' words never sit in a log.
Yours to export or delete
You can ask us to export your support content or delete your account and its data. During the pilot this is a guided, on-request process.
Deletion and export
Getting your data out, or removing it
Two requests sit at the heart of any retention policy: give me my data, and delete my data. Both are available during the pilot, handled by the team rather than by a button in the product, because the self-serve flows are not yet shipped.
Asking for an export
There is no CSV export feature live today, so if you want a copy of your support content, contact us and we will prepare it as a guided handover. A self-serve export is on the roadmap and will be noted here when it ships.
Asking for deletion
If you close your account, we intend to delete or anonymise your customer support content within a short wind-down window once any outstanding billing and dispute period has passed. You can also ask us to delete specific data sooner. During the pilot a scheduled deletion job is still being hardened, so part of this is actioned by hand. An item can persist in an operational backup until that backup rolls off its cycle.
An honest note on pilot status
Solves is at pilot stage. This page sets out the retention windows we intend to operate and is plain that the controls behind them, scheduled deletion, self-serve export and formal backup handling, are planned and partially implemented. The complete legal documents are in preparation before public paid launch.
FAQ
Data retention questions
How long do you keep my support data?
Your support content is kept while your account is active so your team keeps its history. If you close your account, we intend to delete or anonymise it within a short wind-down window once any outstanding billing and dispute period has passed. Some steps are still being built during the pilot, so part of the process is carried out by hand on request today.
What happens to raw inbound email payloads?
The raw payload is processed into a ticket and a reply. It is needed only briefly for that and for short-term troubleshooting, so it is set to expire on a short window rather than kept indefinitely. The readable ticket and its history remain; the raw wire-format copy does not live on.
Do your logs contain my customers' messages or email addresses?
No. Solves logs are metadata-only by design: timings, error codes, route families and a correlation id, never message bodies, subjects, email addresses, secrets or payloads. A sanitiser redacts forbidden data before it is written and fails closed if dirty data reaches a writer.
Can I get my data deleted or exported?
Yes, on request during the pilot. You can ask us to export your support content or to delete your account and its data, and we will action it. A self-serve export and deletion flow are planned but not yet shipped, so for now this is a guided process.
Is this a finished, certified retention policy?
Not yet, and we will not pretend otherwise. Solves is at pilot stage. This page sets out the windows we intend to operate and is honest that the controls behind them are partially implemented. The full legal documents are in preparation before public paid launch. We do not claim certifications we have not earned.
Questions about your data?
Ask us anything about retention, export or deletion, and we will give you a straight answer.