At keyAI, we operate under a Shared Responsibility Model where we act as the Data Processor and our customers serve as the Data Controllers,. This framework ensures that you maintain full ownership and control over your PII at all times,.

1. Return and Transfer of PII

We understand that data portability is essential for compliance and operational flexibility.

• Customer-Led Export: Customers can export PII at any time using available platform features.
• Integration Support: Through our integration with platforms like Genesys Cloud, data can be transferred or copied as needed to support your business workflows,.

2. Secure Disposal and Erasure

When PII is no longer required, or upon service termination, we follow strict secure disposal protocols to ensure data cannot be recovered:

• Active System Deletion: When data is deleted via the management portal or a service instance is terminated, the PII is removed from all active production systems within a defined period.
• Storage Resource Management: Our cloud infrastructure is managed to prevent unintended data recovery. Storage resources are securely handled before they are reused or disposed of, in accordance with industry-standard secure data handling practices.

3. PII in Backups: The 7-Day Safety Window

Because we prioritize system integrity, our backup process utilizes point-in-time snapshots. Our disposal policy for these backups is as follows:

• Deletion by Propagation: Once PII is deleted from live production systems, it is no longer included in any subsequent daily snapshots.
• Automated Expiry: Data contained in legacy backups is retained for a maximum of 7 days (our sliding retention window).
• Permanent Disposal: After this 7-day period, these snapshots reach the end of their retention cycle and are automatically and securely deleted or rendered inaccessible.

4. Commitment to Purpose

We process PII solely for the purpose of delivering our product’s functionality—such as AI-driven voice and chat interactions—and supporting your service operations. We never use PII for marketing or advertising purposes, and disclosure only occurs where required by law.