Who we are
knowvation is a product of Encore Focus LLC ("knowvation", "we", "us"), a company based in Washington State, USA. This notice explains how we handle personal information through our website, public demo and customer relationships. It also explains how information is handled when your company installs knowvation in its own cloud environment.
What we collect and why
| Where | What | Why | How long |
|---|---|---|---|
| This website | Standard request details, such as IP address and browser, handled by our hosting provider. No tracking or advertising cookies. | To deliver the site and protect it from attacks | Our hosting provider's short-term logs |
| Email to us | Your name, email address and whatever you write | To reply, and to keep a record of business conversations | As long as the conversation is useful, then deleted |
| Sign-ups | Your name, business email, company, what you asked for, your communication preferences, and any information you give us about your business and its systems | To confirm you're a real person at a real business, to prepare for and follow up on your request, to give you access to what you asked for, such as the public demo, and, only if you ask, to send you occasional news | Unconfirmed sign-ups: one day. Confirmed: until you ask us to delete them |
| Signing in to knowvation | Name, work email and the role your company gives you, from your company's sign-in provider | To let you in and show who did what | Kept in your company's knowvation installation, under its control |
| Customer records | Company name, cloud account identifiers, contact and billing names and emails, licenses and invoices | To issue and renew licenses and to invoice | For the customer relationship, then as long as tax and accounting rules require |
The knowvation software
When your company installs knowvation, the software runs in your company's own cloud environment. Your company chooses which systems and AI providers it connects to and controls the information made available to it.
- Connected systems and AI providers. The knowvation platform exchanges information with systems that you control and connect, such as Salesforce, ticketing and version control tools, and sends relevant content to your company's selected AI provider. That content may include personal information contained in tickets, code, records or other inputs. Processing and retention by those providers are governed by your company's agreements and configuration choices.
- Agent thinking is shown live and never saved.
- Passwords and keys. You sign in through your company's own sign-in provider, so we never see your password. Keys for connected systems are kept in your company's own secret store.
- Our access. We retain limited management access to help set up, update, license and support your installation. We do not routinely review the content in your connected systems. If troubleshooting requires access to customer content, we obtain your company's authorization and limit access to what is needed for that task. Where your cloud platform supports it, your company can require approval before we access the installation.
Who else handles it
We use a small number of trusted service providers, each only for a specific task. They're bound by contract to keep your information secure and to use it only for specified purposes:
- Hosting and network providers run this website, its sign-up form and bot protection, and handle email infrastructure.
- Cloud providers run our own systems, such as the public demo and our customer records.
- Business tools, such as our customer relationship management system and email, hold sign-ups and correspondence.
We do not sell or rent personal information, or share it for cross-context behavioral advertising. We disclose information to the service providers described above as needed to operate our business and provide our services. We may also disclose information when required by law.
Your choices and rights
- See your information. Ask us what personal information we hold about you, and we'll send you a copy.
- Correct or delete it. Ask us to fix or delete it. Some records, such as invoices, we must keep for legal or accounting reasons, so we may not be able to delete everything straight away.
- Stop marketing emails. Use the unsubscribe link in our marketing emails or write to us. We may still send service-related messages, such as license notices and invoices.
To make a request, write to hello@knowvation.ai. We may need to verify your identity before acting. We respond within the time required by applicable law and explain any permitted extension or reason we cannot fulfill a request.
Depending on where you live, you may also have rights to object to or restrict certain processing, receive information in a portable format, withdraw consent, or contact the relevant privacy regulator.
For information handled within your company's knowvation installation, contact your company first. We assist your company where needed and within the scope of our services.
Security
We use safeguards designed to protect personal information, including two-step verification for access to our systems, dedicated secret storage for connected-system credentials, and access controls.
knowvation maintains activity logs to support troubleshooting and accountability. Credentials are redacted from those logs. Depending on the activity, logs may contain personal information from the systems your company connects. Logs within your company's installation are subject to its access and retention settings.
Where it's stored
Encore Focus LLC is based in the United States, and our own systems are hosted there. Our service providers may process information in other locations.
Your company chooses the deployment region for its knowvation installation. Connected services and AI providers may process information outside that region, depending on the providers, agreements and settings your company selects.
Children
knowvation is for businesses. We don't knowingly collect information from anyone under 16.
Changes
If we change this notice, we'll update the date at the top. If a change is significant, we'll tell customers directly.