Privacy Policy

1. Overview

This Privacy Policy explains what information Canary Signal ("we," "us," or "our") collects, how we use it, and the choices you have, when you use the Canary Signal service (the "Service").

2. Information We Collect

• Account information — your email address and account details when you sign up.
• Integration data — when you connect Intercom or another support tool, we store an access token and sync the support conversations and messages from that account so we can analyze them for recurring issues.
• Billing information — subscription and payment status is managed by our payment processor, Stripe; we do not store your card details.
• Usage data — basic operational data such as sync timestamps and error logs, used to keep the Service running reliably.

3. Intercom Conversation Storage

When you connect an Intercom account, Canary Signal fetches your support conversations and analyzes them to detect recurring issues. Only conversations that show evidence of an actual product issue are stored — a conversation that doesn't surface an issue is discarded after analysis and never written to our database. This content is stored securely, associated only with your account, and used solely to power the Service's issue-detection features. We do not sell this data or use it to train third-party models beyond what is required to generate issue summaries and embeddings for your account. We filter known PII patterns (such as email addresses, phone numbers, and personal names) out of message content before it is stored or sent to any third-party service; free-text redaction is not perfect, so please avoid including sensitive personal information in support conversations where possible.

4. How We Use Information

We use the information we collect to provide and improve the Service, detect and summarize recurring issues in your support conversations, send you account and billing-related emails, and respond to support requests. Access tokens for connected integrations are stored encrypted at rest.

5. Third-Party Services

We share data with the third-party services that power the Service, including Intercom (source of conversation data), Anthropic and OpenAI (issue detection and embeddings), Stripe (billing), our email delivery provider (transactional email), and Sentry (error tracking, which may include technical context such as stack traces from the request being handled). Each of these providers processes data only as needed to perform their function for us. See our Sub-processors page for the current list.

6. Data Retention

We retain conversation and account data for as long as your account is active. If you delete your account, we will remove or anonymize your data, except where retention is required for legal or accounting purposes.

7. Your Rights

Depending on where you live, you may have rights to access, export, correct, or delete your personal data. You can request a copy of your data or account deletion by contacting us at the address below.

8. Security

We use industry-standard measures, including encryption of stored integration access tokens and HTTPS in transit, to protect your data. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

9. Changes to This Policy

We may update this Privacy Policy from time to time. We will post the updated policy on this page with a new "Last updated" date.

10. Contact

Questions about this Privacy Policy or requests regarding your data can be sent to support@canarysignal.io.