Letting our team look into a problem

Filently encrypts your filenames, folder paths and the results of its analysis, so our team cannot read them. If something goes wrong, for example with a Deep Clean run, that also means we cannot see what happened. Support access lets you allow us to read your data for 30 days. It is off until you turn it on.

Turn on support access

You find support access on your Profile page:

1. Open Profile in the app.

2. In the Support access card, select Give access.

3. Read the terms in the dialog. They say what we can read, who reads it and when the access ends.

4. Select I agree and give access.

The card then shows the date the access ends. If we ask you for support access in a support conversation, these are the steps we mean.

What our team can read

While the access is on, our team can read the data Filently has stored about you:

• the names of your files and folders, and their paths

• the text Filently read from your documents

• how Filently classified your documents

• your Deep Clean runs, including the proposals and the chat messages

Your files themselves stay in your Google Drive. Support access does not give us access to your Drive.

Who reads it, and with which tools

The Filently team reads your data. To find a fault in a Deep Clean run, we may run it again with the AI provider Filently already uses, Microsoft Azure OpenAI. That processing takes place within Microsoft's EU Data Boundary: in EU countries and in EFTA countries such as Switzerland.

We may also use AI tools to help us investigate. Their providers are listed on our list of subprocessors, and some of them process data outside Switzerland and the EU. None of them uses your data to train AI models.

See every time we read your data

Each time our team reads your data under this access, the Support access card lists it under Reads of your data, with the date and what we read, for example "A Deep Clean run".

Extend or remove the access

Support access ends on its own after 30 days. You can change that at any time on your Profile page:

• Extend: starts a new period of 30 days. You read and agree to the terms again.

• Remove access: ends the access at once. From that moment we make no new reads of your data.

If you delete your account, the access ends the moment the deletion starts.

What happens to copies

To investigate a Deep Clean run, we may download a copy of it. We delete every copy by the end date of the access at the latest, also when you remove the access earlier.

We keep a record of your agreement, and of its removal, in our consent archive.

Related articles

• Common Issues and Solutions

• How We Process Your Data

• How We Protect Your Data