Privacy Policy

At Solvue, privacy isn't just a feature—it's the foundation of our architecture. This Privacy Policy explains how we collect, use, and protect information when you use our on-device AI support solution. We believe that effective support shouldn't come at the cost of user privacy.

1. Our Privacy-First Architecture

Solvue is designed with a fundamentally different approach to data handling than traditional support tools. Our AI operates entirely on your device or within your organization's private cloud infrastructure (VPC). This architectural decision ensures that your sensitive data remains under your control at all times.

Specifically, we do not transmit screen data to our servers. Screenshots, screen recordings, and visual context never leave your device or your designated VPC. All screen analysis occurs in volatile memory (RAM) and is immediately discarded after processing. This "ephemeral processing" model means there are no persistent logs of your screen content on our side. Furthermore, your data is never used to train, improve, or fine-tune our foundational AI models, ensuring that your organization's unique context remains proprietary.

2. Information We Collect

2.1 Account Information

When your organization deploys Solvue, we collect the limited information necessary to manage your account and ensure smooth service delivery. This primarily includes your organization's name, contact details for administrators, and billing information, which is processed securely by our third-party payment providers. We also store your license and deployment configuration preferences to maintain your specific setup.

2.2 Usage Telemetry (Optional & Aggregated)

With your organization's explicit consent, we may collect anonymized, aggregated usage statistics to help us improve the platform. This telemetry might include data points like the total number of issues resolved versus escalated, general categories of technical issues encountered (without specific content), performance metrics such as response times, and feature utilization patterns.

Important: This telemetry contains absolutely no personally identifiable information, screen content, or specific details about the issues themselves. Organizations have full control and can opt out of all telemetry collection at any time.

2.3 Information We Do NOT Collect

To be explicitly clear, Solvue does not collect screenshots, screen recordings, or any content displayed on user screens. We do not log keystrokes, input data, file contents, document data, or personal communications. Your browsing history, application usage details, and biometric data are also strictly off-limits. Our system is built to "see" and assist in the moment, not to record or monitor.

3. How We Use Information

The limited information we do collect is used solely for specific, operational purposes. We use it to provide, maintain, and improve the Solvue platform, ensuring that the service runs reliably. It also allows us to manage your organization's subscription and deployment effectively.

Additionally, we use contact information to provide customer support, responding to your inquiries and technical needs. If you have consented to telemetry collection, we analyze that aggregated data to identify trends and enhance our service capabilities. Finally, we use necessary data to meet our regulatory and legal compliance obligations.

4. Data Storage and Security

4.1 On-Device & VPC Deployments

For on-device deployments, all AI processing occurs locally on the user's machine. No data is stored beyond the immediate support session, and all context is purged from memory upon resolution. Similarly, for private cloud (VPC) deployments, Solvue operates entirely within your organization's infrastructure. We provide the containerized application, but you maintain complete control over the environment, data, and security policies.

4.2 Administrative Data Security

For the administrative data we do hold (like account and billing info), we employ robust security measures. Data is encrypted at rest using AES-256 encryption and in transit via TLS 1.3. Our infrastructure is SOC 2 Type II compliant, subject to regular security audits and penetration testing. We also enforce multi-factor authentication to protect access to administrative accounts.

5. Data Sharing and Third Parties

We do not sell, rent, or trade your information. We may share limited data only in specific circumstances. For example, we work with trusted service providers who assist in payment processing and infrastructure management, all of whom are bound by strict contractual obligations. We may also disclose information if required by law, subpoena, or legal process, or in connection with a business transfer such as a merger or acquisition (with advance notice). Of course, we will also share data if you explicitly authorize us to do so.

6. ITSM Integration Data

When Solvue integrates with your IT Service Management platforms (like ServiceNow or Jira), the integration occurs securely within your network perimeter. Credentials are stored in your environment, not ours. Ticket data remains in your ITSM platform, and we do not have access to your internal ITSM data. We act as a conduit for creating tickets, not a repository for storing them.

7. Your Rights and Choices

Depending on your jurisdiction, you have specific rights regarding your data. You may request access to the information we hold about your organization, ask for corrections to inaccurate data, or request the deletion of your account and associated data. You also have the right to receive your data in a portable format, opt-out of optional telemetry collection, and object to certain processing activities. To exercise any of these rights, please contact us at privacy@solvue.ai.

8. International Data Transfers

For administrative data that may be processed outside your jurisdiction, we ensure appropriate safeguards are in place. This includes using Standard Contractual Clauses (SCCs) for EU data transfers, executing Data Processing Agreements with all vendors, and maintaining strict compliance with GDPR, CCPA, and other applicable regulations.

9. Data Retention

Our data retention policies are designed to keep data only as long as necessary. Screen and visual data is not retained at all; it is processed in volatile memory only. Account data is retained while your subscription is active and for a short period (30 days) thereafter. Billing records are retained as required by law (typically 7 years). Aggregated analytics may be retained indefinitely in an anonymized form to help us understand long-term trends.

10. Children's Privacy

Solvue is an enterprise tool and is not intended for individuals under the age of 18. We do not knowingly collect information from children.

11. Changes to This Policy

We may update this Privacy Policy periodically to reflect changes in our practices or legal requirements. We will notify you of any material changes via email or through the Solvue platform at least 30 days before they take effect, giving you time to review the updates.

12. Contact Us

If you have any privacy-related questions or concerns, please don't hesitate to reach out. You can email our privacy team at privacy@solvue.ai or contact us for general inquiries at hello@solvue.ai.