Responsibilities
doue’s privacy officer oversees and approves these rules and can be reached at privacy@doue.ai. Each team member accesses only the information needed for their work (support, billing, technical team) and is bound by confidentiality.
Assessments and providers
We conduct a privacy impact assessment before any information system project that processes personal information and before any communication of information outside Québec. Our providers are bound by a written agreement.
Retention and destruction
At the end of each period, we destroy or anonymize the information, unless the law requires otherwise or a dispute is ongoing. A customer’s content follows the end of its subscription, described below, even if a period in the table is longer.
| Information | Period | Starting point |
|---|---|---|
| Account whose deletion is requested | 7 days, then purge | Deletion request |
| Conversations, contacts and attachments | Length of the subscription, export for 30 days, destruction no later than 60 days after the subscription ends; no copy, including in backups, beyond 90 days | End of the subscription |
| Knowledge sources and search index | Deleted with the source, otherwise same schedule as conversations | Deletion of the source or end of the subscription |
| AI and copilot traces | 90 days | Creation |
| Account audit logs | 400 days | Event |
| Technical events from commerce integrations | 7 days | Receipt |
| Handoffs to a person | Same schedule as conversations | End of the subscription |
| Transactional and support emails | 24 months | Last exchange |
| Billing | 6 years | End of the last tax year to which the records relate |
| Consent records | Length of the relationship, then 3 years | End of the relationship |
| Confidentiality incident register | At least 5 years | As set by the applicable regulation |
| Backups | Rotation of no more than 30 days; deletions are reapplied after a restore | Backup date |
End of subscription and account deletion
When a subscription ends, meaning at the end of the paid period, the customer has 30 days to export its content. We then destroy its information no later than 60 days after the subscription ends, and backups disappear no later than 90 days after that date: no copy remains beyond it. During this period, the information is used only for export and destruction. A request to delete the account follows a separate process: the account is placed on hold for 7 days, so a request made by mistake can be cancelled, and is then purged.
Complaint handling
Anyone can file a complaint about the protection of their personal information by writing to privacy@doue.ai. State what your complaint is about and how to reach you; do not send an identity document.
The privacy officer reviews the complaint, may ask you for details and replies in writing, explaining the measures taken. If you are not satisfied with the reply, you can contact Québec’s Commission d’accès à l’information or the Office of the Privacy Commissioner of Canada.
Confidentiality incidents
We record every confidentiality incident in a register. When an incident presents a risk of serious injury, we notify the competent authorities and the people concerned, as required by applicable law. For information processed for a customer, we notify that customer without delay and help it give its own notices, according to its role.