Privacy Policy

We collect information you provide directly to us, such as when you create an account, subscribe to our service, contact us for support, or otherwise communicate with us.

Account Information. When you register, we collect your name, email address, company name, and password. If you sign up through a third-party provider (e.g., Google, GitHub), we receive your name, email, and profile picture from that provider.

Billing Information. If you purchase a paid plan, our payment processor (Stripe) collects and processes your payment card details. We do not store your full card number.

Telemetry Data. When you use our platform to ingest observability data (logs, metrics, traces), that data is stored in your tenant and is never shared with other customers or used for any purpose other than providing the service to you.

Usage Data. We automatically collect information about how you interact with our platform, including pages visited, features used, queries run, and performance metrics. This helps us improve the product.

We use the information we collect to:

‣Provide, maintain, and improve our services

‣Process transactions and send related information

‣Send you technical notices, updates, security alerts, and support messages

‣Respond to your comments, questions, and customer service requests

‣Monitor and analyze trends, usage, and activities to improve user experience

‣Detect, investigate, and prevent fraudulent transactions and other illegal activities

‣Personalize and improve the service, including providing content or features that match your interests

We do not sell your personal information to third parties. We do not use your telemetry data for advertising or marketing purposes.

We retain your account information for as long as your account is active or as needed to provide you services. Telemetry data (logs, metrics, traces) is retained according to your plan's retention period:

‣Free plan: 7 days

‣Growth plan: 30 days

‣Enterprise plan: Custom retention, up to unlimited

When data reaches the end of its retention period, it is automatically and permanently deleted from our systems, including all backups, within 30 days.

If you delete your account, we will delete your personal information within 30 days, except as required by law (e.g., for billing records which are retained for 7 years).

We implement industry-standard security measures to protect your data:

‣Encryption in transit: All data is encrypted using TLS between your services and our platform.

‣Encryption at rest: Stored data is encrypted at rest via the underlying storage infrastructure.

‣Tenant isolation: Your data is logically isolated from other customers using tenant-scoped access controls enforced at the ingest layer and at query time.

‣Credential protection: API keys are bcrypt-hashed, and dashboard sessions use JWT authentication delivered via HttpOnly cookies.

‣Access controls: Employee access to customer data is restricted to authorized personnel on a need-to-know basis, with all access logged and audited.

If you discover a security vulnerability, please report it to security@aiaxoniq.com.

We share your information only in the following circumstances:

‣Service providers: We use third-party services to help operate our platform (e.g., Stripe for payments, AWS for infrastructure, Postmark for email). These providers are contractually obligated to protect your data.

‣Legal requirements: We may disclose information if required by law, subpoena, or court order.

‣Business transfers: In the event of a merger, acquisition, or sale of assets, your information may be transferred as part of the transaction.

‣With your consent: We may share information with your explicit consent.

We do not share your telemetry data with any third party. Your observability data stays in your tenant.

Depending on your jurisdiction, you may have the following rights:

‣Access: Request a copy of the personal data we hold about you.

‣Correction: Request correction of inaccurate personal data.

‣Deletion: Request deletion of your personal data.

‣Portability: Request your data in a standard, machine-readable format (JSON, Parquet, OTLP).

‣Objection: Object to processing of your personal data for certain purposes.

‣Restriction: Request that we limit the processing of your personal data.

To exercise any of these rights, email privacy@aiaxoniq.com. We will respond within 30 days.

For EU residents: Our legal basis for processing personal data is (a) your consent, (b) performance of a contract, and (c) our legitimate interests in improving and securing our services. Our Data Protection Officer can be reached at dpo@aiaxoniq.com.

We use essential cookies to operate the platform (session tokens, CSRF protection). We use analytics cookies (anonymous, aggregated) to understand how visitors use our marketing site. We do not use advertising cookies or trackers.

You can control cookies through your browser settings. For more details, see our Cookie Policy.

Our primary infrastructure is hosted in the United States (AWS us-east-1). For EU customers on Enterprise plans, we offer EU-hosted deployment (AWS eu-central-1, Frankfurt).

For data transferred from the EU/EEA to the US, we rely on Standard Contractual Clauses (SCCs) as approved by the European Commission. A copy of our SCCs is available upon request.

We may update this privacy policy from time to time. We will notify you of any material changes by posting the new policy on this page and updating the "Last updated" date. For material changes, we will also send an email notification to the address associated with your account.

If you have questions about this privacy policy or our data practices, contact us at:

‣Email: privacy@aiaxoniq.com

‣Mail: aiAxonIQ, Inc., 548 Market St #83279, San Francisco, CA 94104

‣DPO: dpo@aiaxoniq.com (for EU-related inquiries)