Effective 2026-10-31 · This policy applies to the “Implementation Consultation Inquiry” page, the AI support pages we host (/chat/{tenant}, including demos), and the administration page used by Client contacts (/portal/). Detailed terms for end-customer information processed on support pages are defined in the Personal Information Processing Entrustment Agreement with the Client. This policy applies in full to demo support pages.
| Information | Purpose | Retention period |
|---|---|---|
| Company name · Website · Business type · Estimated monthly inquiry volume · Desired chatbot type · Current support channels · Types and numbers of support-data samples · Desired start date · Message | Replying to implementation inquiries · Proposing a plan | 1 year from receipt, then deleted |
| Contact person’s name · Email · Contact details (optional) | Replying · Scheduling consultations | |
| Hash of the connecting IP address · Browser information · Submission time | Preventing automated submissions (bots) and abuse | 2 days (limit counters) · 1 year with the submission |
| Administration page account — Contact email · Login times · Activity records (who changed what) | Authenticating Client contacts · Reviewing settings-change and download history | Activity records: 400 days · After membership termination, the account is retained with a termination marker and deleted at contract end (tenant deletion) |
We do not store raw IP addresses. File attachments are not accepted.
| Entrusted processor | Entrusted tasks | Country | Retention and destruction |
|---|---|---|---|
| Google LLC (Firebase · Google Cloud) | Storing submission data · Running servers (Seoul region, asia-northeast3) | Republic of Korea (Seoul region) · Subject to Google infrastructure policies for backup and disaster recovery | Submissions: 1 year · Limit counters: 2 days |
| Google LLC (Gmail SMTP) | Sending emails — Inquiry receipt confirmations · Contact handoff emails (forwarding support visitors’ contact details, notes, and recent conversations to the Client’s contact person) · Administration page invitations, alerts, and report emails | United States and other Google email infrastructure locations | Google account policies |
| Google LLC (Firebase Authentication) | Authenticating administration page contact accounts (email · Password hash · Login times — No end-customer information) | 【Confirmation required — Firebase Authentication does not offer region selection】 | Terminated memberships are retained with a termination marker · Accounts are deleted at contract end (tenant deletion); for accounts shared with consumer apps, only the membership is deleted |
Inquiries from the end customers of Clients with an implementation agreement are sent to the enterprise APIs of the AI providers below solely to generate responses. The personal information controller for that end-customer information is the Client, and we are the entrusted processor. The terms are defined in a Personal Information Processing Entrustment Agreement concluded with the Client. We also provide processing-entrustment and overseas-transfer paragraphs for the Client to include in its own privacy policy. We operate the demo support page (/chat/demo) directly, and this policy applies in full to it.
The support service uses only the 3 AI providers below. Anthropic normally provides responses, with automatic switching to Google or OpenAI only during outages. We notify the Client in advance of any provider change.
| AI provider | Country | Use | Use for training | Provider retention |
|---|---|---|---|---|
| Anthropic (Claude API) | United States | Response generation (default) | Not used for model training (enterprise API terms) | Deleted within 30 days for abuse monitoring (except where a usage-policy violation is determined) |
| Google (Gemini API) | United States and other countries | Response generation (outage fallback) | 55 days for abuse detection | |
| OpenAI (API) | United States | Response generation (outage fallback) | Up to 30 days for abuse monitoring |
“Not used for training” differs from “not retained”: the providers above retain data for a specified period to monitor abuse, then delete it. We do not use personal information for AI training or service improvement.
| Information | Purpose |
|---|---|
| Support message content (visitor input · AI responses — Copies masked as described below) | Generating responses · Enabling the Client to review support history |
| When requesting a contact handoff: name (optional) · Contact details (email or telephone) · Note | Forwarding to the Client’s contact person · Replying (contact details are retained unmasked because they are needed for replies) |
| Hash of the connecting IP address · Session identifier · Timestamp (browser information is not stored) | Abuse prevention · Counting conversations |
Retention periods follow the table in section 2-3.
Data is automatically deleted after the periods below. This table is generated directly from the server’s retention-period constants. The Client can view and download full conversation transcripts from the administration page, filtering by period and inquiries unresolved by AI.
| Data | Retention period | Deletion method |
|---|---|---|
| Conversation sessions and messages | Automatically deleted after 90 days | Automatic expiration (TTL) |
| Turn requests (idempotency keys · Response copies) | Automatically deleted after 90 days | Automatic expiration (TTL) |
| Contact handoff submissions (unmasked contact details) | Automatically deleted after 90 days | Automatic expiration (TTL) |
| Incorrect-answer reports and termination requests | Automatically deleted after 90 days | Automatic expiration (TTL) |
| Email queue (handoffs · Invitations · Alerts) | Automatically deleted after 30 days | Automatic expiration (TTL) |
| Report email queue | Automatically deleted after 30 days | Automatic expiration (TTL) |
| IP and tenant limit counters (salted hashes) | Automatically deleted after 2 days | Automatic expiration (TTL) |
| Implementation inquiry submissions | Automatically deleted after 1 year | Automatic expiration (TTL) |
| Daily usage and cost aggregates (no personal information) | Automatically deleted after 400 days | Automatic expiration (TTL) |
| Portal audit logs | Automatically deleted after 400 days | Automatic expiration (TTL) |
| Portal test queries | Automatically deleted after 90 days | Automatic expiration (TTL) |
| Report settings (deleted at contract end) | Deleted when the Client’s contract ends (tenant deletion) | Contract-end deletion procedure |
| Portal memberships (termination markers retained · Deleted at contract end) | Deleted when the Client’s contract ends (tenant deletion) — Terminated memberships are retained with a termination marker | Contract-end deletion procedure |
| Knowledge versions (deleted at contract end) | Deleted when the Client’s contract ends (tenant deletion) | Contract-end deletion procedure |
| Client-deletion destruction evidence (counts only · Deleted after completion audit) | Created upon Client deletion and deleted immediately once the completion audit is recorded — Retained until manual cleanup if audit logging fails | Contract-end deletion procedure |
Deletion is handled as follows for each location.
| Location | Deletion |
|---|---|
| Production originals (conversations · Handoff requests · Request copies) | Deleted immediately after verifying the request |
| Firestore backups | Backups are not individually deleted. They expire automatically at the end of the retention period (configured value · 7 days maximum — The current setting is recorded in operations document D-5, §Backups). Deletion history is reapplied upon restoration. |
| Data retained by AI provider APIs | The provider deletes it after the policy period shown in the section 2-1 table |
| Emails already sent (Client contact’s inbox · Receipt confirmations) | We cannot recall them — We ask the recipient (the Client) to delete them |
Information that must be retained by law (for example, transaction records such as tax invoices must be retained for 5 years under the Korean Framework Act on National Taxes) is stored separately for that period, then destroyed. You may refuse consent to the collection and use of implementation inquiry information, but we will then be unable to reply.
Submission data is held in server-only storage and cannot be read directly from outside. Access is restricted to operations personnel.
AlienPeoples · Representative: Hyeoncheol Kim · support@alienpeoples.com · Room 410, Building A, Umi Newv, 338 Gwanggyojungang-ro, Suji-gu, Yongin-si, Gyeonggi-do, Republic of Korea (16942) · Business registration number: 171-18-02760