In short
- Solvue starts only when an employee asks for help. A small bar on screen shows when it can see.
- During a session, the voice and the screen images go to an AI model provider.
- Solvue keeps no recordings, screenshots or transcripts.
- The record is built to go to the customer's ticket tool. It has fixed fields and, if the employee sends it, a short note.
- We don't sell your personal data.
Who we are
This policy is from Solvue ('we', 'us').
For any question about personal data, write to hello@solvue.ai.
Our two roles
For this website and demo requests, we are the controller: we decide how personal data is used.
In the Solvue service, the customer is the controller of its employees' data. We process it only on the customer's instructions, as its processor. A data processing agreement is part of any pilot and sets the rules.
Data from this website
Demo requests
The demo form collects your work email, company name, your kind of team, ticket tool, how many people your desk supports, and one problem in your own words. We use it only to answer and arrange the demo.
The legal bases are our legitimate interest in answering business requests, and steps you ask for before a possible contract (GDPR Article 6(1)(f) and 6(1)(b)). The form is delivered to us by Formspree, a form service.
Delivering this website
Cloudflare delivers this website and protects it from attacks. To do that, it processes technical data such as your IP address and browser type.
Trackers and analytics
This site uses no advertising trackers and no analytics tools.
Data in the Solvue service
During a session
A session starts when an employee presses Get help and ends when the employee presses End session. A small bar stays on screen for the whole session. During a session, Solvue processes:
- The employee's voice
- Images of the screen
- Readings of the laptop's state that check a fix, for example the microphone level, the print queue or the network connection.
The voice and the screen images travel over encrypted connections to an AI model provider, which understands them and finds the control to mark. Solvue keeps no recordings, screenshots or transcripts.
After a session
Solvue writes a ticket record with fixed fields: the problem type, the outcome, the check result, the hand-off reason, the number of steps and the duration. An optional note for IT has personal details removed by fixed rules first; the employee chooses to send, edit or not send. The record never holds voice, screen images, message or document contents, or anything that rates the employee. It is built to go to the customer's ticket tool, where the customer's rules apply.
Account and service data
To run the service, we keep the names and work email addresses of the customer's administrators, the customer's settings and billing details, and technical logs such as error codes and response times. These logs hold no voice, screen images or transcripts.
What Solvue doesn't do
- It doesn't see the screen or hear the microphone outside a session.
- It doesn't record sessions or log keystrokes.
- It doesn't rate, rank or score employees.
- It doesn't try to read emotions from a voice or a face.
- It doesn't click or change settings.
Service providers
The providers we use are listed below, each working under its own contract or terms.
| Provider | What it does |
|---|---|
| An AI model provider | Understands voice and screen images during a session and finds the control to mark |
| Cloudflare | Delivers and protects this website |
| Formspree | Delivers demo request forms to us |
| Our email provider | Our business email |
Safeguards
Service providers may process personal data for us. Where the law requires safeguards for this, those safeguards are used.
How long we keep data
| Data | How long |
|---|---|
| Voice and screen images from a session | Solvue keeps none. The AI model provider may keep some for a limited time under its own terms. |
| Ticket records | Built to go to the customer's own ticket tool, where the customer's rules decide how long they are kept. |
| Demo requests | Only as long as we need them to answer and finish the request, then deleted. |
| Customer account data | While the contract runs, then deleted as the order form sets out, unless the law requires us to keep it. |
| Technical logs | For a limited time, to run and fix the service. |
| Invoices and billing records | As long as tax law requires. |
Security
Voice and screen images travel over encrypted connections.
If a personal data breach happens in the service, we tell the customer as the GDPR requires. For this website and demo requests, we tell the data protection authority and the people affected when the GDPR requires it.
Your rights
You have the right to see your data, correct it, have it deleted, limit its use, receive it in a common format, and object to its use. Write to hello@solvue.ai. We answer within one month.
If you use Solvue at work, your employer controls that data. Contact your employer first, and we'll help them answer you.
You can complain to the data protection authority in your country.
Solvue is a tool for businesses and isn't meant for children. We don't knowingly collect data about them.
Changes and contact
When this policy changes, we publish the new version on this page and update the date.
Questions: hello@solvue.ai