Privacy Policy

1. Overview

This Privacy Policy explains what information NetWise (the "Service") collects, how it is used, and the choices available to you. It applies to visitors, registered users, and members of organizations ("tenants") that use the Service.

2. Information We Collect

• Account information — name, email address, and a securely hashed password, provided when you sign up.
• Organization/tenant data — membership, role, and content associated with the organizations you belong to.
• Customer Content — documents, manuals, and configuration you or your organization upload to the knowledge library, and content generated from it.
• Billing information — subscription plan and status; payment card details are collected and stored directly by our payment processor, not by us.
• Usage and log data — request metadata such as timestamps, event types, and counts, used for reliability and abuse prevention. We do not log raw prompt text, document contents, or embedding values in our application logs.

3. How We Use Information

We use the information described above to:

• Provide, maintain, and secure the Service, including authenticating accounts and enforcing tenant data isolation.
• Generate AI-assisted training content and troubleshooting answers grounded in your organization's own uploaded documents.
• Process subscription billing and communicate about your account or plan.
• Diagnose reliability issues and detect abuse, such as unusual authentication or rate-limit activity.
• Comply with legal obligations and enforce our Terms of Service.

4. Cookies and Similar Technologies

We use a small number of essential cookies, including a session cookie that identifies your logged-in account and a cookie that records your active tenant selection. These are required for the Service to function and are not used for third-party advertising or cross-site tracking.

5. How We Share Information

We do not sell personal information. We share information only as needed to operate the Service:

• Infrastructure and AI providers — hosting, database, file storage, and AI/text-to-speech providers that process data on our behalf under their own confidentiality and data-processing terms.
• Payment processor — to process subscription billing; we do not receive or store full payment card numbers.
• Legal and safety — where required to comply with law, enforce our Terms, or protect the rights and safety of NetWise or our users.

Content within a tenant is never mixed with another tenant's content when generating answers or training material.

6. Data Retention

We retain account and tenant data for as long as your account or organization remains active, and for a reasonable period afterward to comply with legal, tax, or dispute- resolution obligations. Security-related records, such as failed sign-in attempts used for rate limiting, are retained only briefly (on the order of hours) before being deleted.

7. Data Security

Passwords are stored using industry-standard salted hashing, never in plain text. Access to a tenant's data is scoped server-side and enforced on every request; we do not rely on client-supplied identifiers to determine which tenant's data a request may access. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

8. Your Rights and Choices

Depending on your location, you may have rights to access, correct, export, or delete your personal information. You can update your account details directly in the Service, or contact your organization's administrator or NetWise support to make a request. We will respond to verifiable requests within a reasonable timeframe.

9. Children's Privacy

The Service is intended for business use by broadcast engineering professionals and is not directed to children. We do not knowingly collect personal information from children.

10. International Data Transfers

We and the infrastructure and AI providers we use may process data in countries other than your own. Where required, we rely on appropriate safeguards for such transfers.

11. Changes to This Policy

We may update this Privacy Policy from time to time. Material changes will be reflected by updating the "Last updated" date above, and where appropriate we will provide additional notice.

12. Contact

Questions about this Privacy Policy or requests regarding your personal information can be directed to your account's support contact through the NetWise dashboard.