What we do with data, said in the order you’d ask.
The Trust page covers how the product is built. This is the policy itself, from Ferent, Inc. Where the honest answer is “it depends how your administrator configured it”, it says that instead of implying a guarantee.
Four different relationships, four different answers.
A visitor to this site, someone whose employer bought the platform, the administrator who configured it, and a person who never chose us but appears in a customer's records. That fourth group has the least say and is usually left out of pages like this one.
What you type into the demo request form, which reaches our team by email through Amazon SES and is not stored in a database, and cookieless analytics about your visit. No profiling, no advertising pixels that follow you off the site.
Your account, your activity in the product, and whatever your organization put in it. Your employer decides what is collected and how long it stays.
The same as any user, plus a record of configuration changes (roles, scoring, integrations, AI policy) attributed to the person who made them.
A contact at one of our customers’ customers, a meeting participant, a survey respondent. You did not agree to anything with us. Your rights sit with the organization whose workspace holds the record, and the section below says how to reach them.
Most of it is your customers' data, not yours.
The platform holds what a customer success team needs to do its job: accounts, contacts, conversations, support history, survey responses and revenue. You decide what goes in. We hold it on your behalf.
We do not buy personal data, we do not sell it, and we do not enrich your records from data brokers. What you see in the platform is what you or your connected systems put there.
If you are in the room, this section is about you.
Recording is the most sensitive thing the platform does, and the person most affected often did not buy it. So the controls sit on the recording itself.
A recording cannot start without consent being recorded, under a policy your workspace sets. Every recording writes an audit entry.
Identified, confidential or anonymous is chosen when the survey is built. An anonymous response cannot be attributed later, including by us.
Some jurisdictions require every participant to consent. The platform gives you the controls; whether you have the permissions is a decision only you can make.
Who to ask depends on whose record you are in.
If you appear in a customer's workspace, that customer controls the record and we act on their instruction. Asking us directly will not be faster, but we will tell you who to ask and pass the request on the same day.
The rest of it
Ferent, Inc., a Delaware corporation based in Southlake, Texas. Email support@ferent.ai about anything on this page.
All processing takes place in Amazon Web Services datacenters in the United States.
If your organization is outside the US, using the platform means a transfer to the US. Where we process personal data of individuals in the EEA or the UK, the Standard Contractual Clauses cover that transfer, with the UK International Data Transfer Addendum where UK law applies.
Held while your agreement is live and for the period it specifies afterwards.
The platform sets the cookies it needs to keep you signed in. This website sets none: its analytics run without cookies, and it carries no advertising.
Named individually on the Trust page, not described as a category. Customers get at least 30 days’ notice before anyone is added.
We disclose data when the law compels it. Where we are permitted to tell the affected customer first, we will.
This is software sold to businesses. It is not for anyone under 16 and we do not knowingly collect their data.
The date at the top changes when the text does, and we notify customers of material changes.
Ask us something specific.
Privacy questions go to a person. If yours is really a security question, the sections above have the controls and the subprocessor list.