Privacy and security

Your book is yours. You decide what goes in it, what it says, and how long it stays. We hold it and act on your instructions. In data protection terms, you are the controller and we are your processor.

Your account is ours to run. Your name, email, plan and billing records. We decide how those are used, so for that we are the controller.

Our data processing agreement is at knowwhocrm.com/dpa. It is part of our terms of service, so it applies automatically, with nothing to sign and nothing to negotiate unless you want to.

This is specific to how KnowWho works and worth understanding.

When you talk to your assistant, your words reach your assistant provider first, under their privacy policy. They then pass the relevant part to us. We are the second stop, not the first.

That is true of every connector in every assistant, not just this one. If your organisation has rules about which assistant may handle client information, those rules apply here and KnowWho does not change them.

KnowWho receives one request at a time and answers it. It has no access to:

• Your conversation history
• Your assistant's memory
• Files you uploaded
• Your other connectors
• Anything you did in a different chat

We do not ask for that access, and directory rules would not allow it if we did.

We log that a tool ran, which one it was, who ran it, when, and whether it worked. That gives us usage analytics and tells us what to fix.

We do not log what was in it when it works. If you record a meeting, our logs show that a capture happened, not who you met or what was said. The same goes for the answers we send back.

Failures are the exception, and we would rather be straight about it. An error sometimes carries the value that caused it, so a failed save can leave a name or an email address in the error text. We keep it as it arrives, because a stripped error often does not say enough to fix the problem. Fragments of your data can therefore appear in our error logs. Never a whole record, never your book, and used for nothing except fixing the fault.

Every failure also carries a reference number shown to you. Quote it to support and we go straight to the event.

Error details are deleted after 90 days. The bare record that a tool ran, with no content, stays while your account is open, so we can see how the product is used over time.

• We do not train AI models on your book, and neither do our suppliers
• We do not sell personal data and never have
• We do not share data for advertising
• We do not read your inbox or calendar, because we are not connected to them

A short list of suppliers, each bound by written terms to use your data only to provide their service to us. Hosting, the database, sign-in, payments, email, and a lookup that turns an IP address into a country so we can show prices in your currency. The graph database holding your book is in the United Kingdom and our own storage is in Western Europe. Each one is named in the privacy policy, with what it sees and where it operates.

One change is planned, and we would rather you heard about it now. Search matches words today. We plan to add search by meaning, so that asking who you know in legal tech finds someone whose note never uses that phrase. That will mean sending the text you record to an embedding provider to be converted into numbers that represent what it means. It is not live and no text is sent anywhere for it today. Before any is, we will update the privacy policy and tell you at least 30 days in advance.

• Encrypted in transit and at rest
• Every account isolated from every other, checked on every single request rather than trusted from a token
• Production access limited to the people who need it, with multi-factor authentication
• Suppliers reviewed and held to written terms

If there is ever a breach affecting your data we will tell the regulator within 72 hours where the law requires it, and tell you directly where there is real risk to you.

On every plan, including Free, an owner or admin can go to Settings in the app and choose Export my book. You get everything in one machine-readable file. No ticket, no waiting. If you are not an owner or admin, ask one.

You can also email privacy@khiliad.com and we will send you an export free of charge. Getting your own data out is a right, not a feature, so it is never behind a paywall.

Individual records: gone from the live database immediately. There is no soft delete and no recycle bin, so be sure before you say delete.

Your whole account: from Settings. We hold it for 30 days in case you change your mind, then purge it. Automatic backups roll off within a further 30 days. Billing records are kept for seven years; UK law requires at least six.

Somebody may have recorded things about you without you having an account. They decide what that says, in the same way they would with a notebook or a spreadsheet, and the request goes to them.

If you would rather come to us, write to privacy@khiliad.com. We will route it, help them action it, and tell you what happened.