Security & Data

# AI support. Clear boundaries.

Resolving support requests can involve private conversations, account information, and connected tools. Clear boundaries matter at every step.

Updated October 13, 2026

This page outlines our approach to support data and permissions. For the technical controls and terms applicable to your setup, contact our team.

## Personal support starts with verified access.

Finding an account and confirming the right to access it are different steps. A member ID or email address can help locate a record; it should not, on its own, authorize sharing private information. Access checks belong before personalized account details are disclosed.

## Connected tools need defined permissions.

Looking up an account and changing it require different permissions. Each support workflow needs a clear scope: what information is needed, what actions are allowed, and which decisions require a human. Explaining a declined payout, for example, does not authorize reversing it.

## Reusable knowledge should keep private details private.

A useful support resolution can become a procedure for future requests. Our approach to improvement is based on reviewing the resolution, removing private member details, and approving the guidance before reuse. Shared knowledge and individual account records serve different purposes.

## Community boundaries matter.

Support context should remain within the community and account it belongs to. Connecting more channels or tools should not broaden who is entitled to see a member’s private information.

## AI processing deserves a clear explanation.

Provider choice, the content sent for processing, retention, and model training are separate questions. If you are assessing Tessolva for your community, contact us for details of the proposed setup before connecting sensitive data.

## Retention and deletion need a defined scope.

Conversations, documents, search indexes, operational logs, and backups can have different lifecycles. Contact us to discuss what your setup would store, the applicable retention periods, and how export or deletion requests would be handled.

## Questions about security or data?

Tell us which tools you plan to connect and what information your support team handles. We can discuss the requirements of your community.