Privacy Policy

This policy explains what DeepWell Technology LLC ("DeepWell Technology," "we," "us") collects when you use our document management and AI question-answering service, why we collect it, and what control you have over it. It applies to deepwelltechnology.com and the DeepWell application.

What we collect

• Account information — name, work email, company name, and role, collected when you or your team sign up and authenticate.
• Website inquiries — if you use the "Send my question" form on our website, the name, company, work email, optional phone number, document estimate, and message you type. We use them only to reply to you, and the inquiry is kept as an email in our team inbox rather than in the product database.
• Usage data — pages viewed, questions asked (the question text and answers are stored in your account's Q&A history; document content is covered separately below), timestamps, and device/browser type, used to keep the service running and to fix problems.
• Billing information — Stripe, our payment processor, handles and stores your card details and processes payments directly; DeepWell stores your subscription/billing status and Stripe customer ID, and never your card number.

Documents you upload

The work orders, invoices, warranty sheets, photos, and other records you upload are stored under your company's own account and are never pooled with another customer's data. We process the content of these documents so the product can extract facts (serials, dates, addresses, amounts) and answer your team's questions about them. You retain ownership of everything you upload — see the Terms & Conditions for details.

AI processing

To read and extract information from your documents, and to generate answers to questions, DeepWell sends document content and query text to our AI providers — Anthropic, and Voyage AI for search — for processing. This is done to provide the service you asked for — it is not used to train these providers' models, and your documents are not shared with any other customer. Answers are generated from your records and include a citation back to the source document, but AI-generated answers can be wrong; see the Terms & Conditions for the AI output disclaimer.

Answer-quality checks

To catch wrong answers, DeepWell may automatically select a small sample of answers and have a second AI review check the answer against the cited pages. That check uses the question, the answer and up to three cited pages, and is processed by our AI provider in the same way as our other AI processing. We use the results to measure accuracy. If you tap "Report a wrong answer," we receive the question, the answer and the cited pages so we can review the problem, and we may ask the AI again for a corrected answer.

Improving Donovan (opt-in only)

Your questions, answers and documents are not used to improve Donovan for other customers unless your company opts in. If your company opts in, we may export wrong-answer cases after automatically masking names, numbers, identifiers, emails and phone numbers, and without account or document identifiers, and use them to test and improve the service. To withdraw, email privacy@deepwelltechnology.com. Withdrawing stops future exports but cannot recall cases already masked and used.

Connected storage and email intake

We plan to offer optional connected storage (Google Drive first) and email intake. When they are available, this section will describe how they work. Until then DeepWell does not connect to your storage or mailbox. These features are planned, not yet available, and will be optional. If you choose to connect, when available, Google Drive, Dropbox or Microsoft OneDrive/SharePoint, an administrator selects the folders, and DeepWell reads the files in them and imports supported files into your account, checking for new or changed files periodically. We store the connection credentials encrypted, ask for read-only access, and do not change or delete files in your storage. You can disconnect at any time; disconnecting stops new imports, and files already imported stay in your account until you delete them. Removing a file from your storage does not by itself delete the copy in DeepWell. The administrator is responsible for connecting only folders your company is entitled to share.

If you choose to use email intake, when available, your account gets a private email address. Messages and attachments sent to it from addresses you have approved are imported as documents; mail from other senders, or mail that fails sender checks, is not imported. Please do not forward email containing information you are not permitted to store with a service provider.

Subprocessors

We use a small number of vetted service providers ("subprocessors") to run DeepWell. Each is limited to the role below and is bound by its own data protection terms.

If you choose to connect Google Drive, Dropbox or Microsoft OneDrive/SharePoint, or to use email intake, when available, that provider or mail route is a source of the files or messages you pick. It is not used unless you connect it, and it is not a place we send your data.

Retention and deletion

You can delete any document from your account at any time; deletion removes it from both the vault (Cloudflare R2) and the index (Neon Postgres) within our normal processing cycle. You can also export your account's data or delete your account yourself from account settings, or ask us to do it by contacting us below — we will remove your company's account data and stored documents, except where we're required to retain limited records for legal or accounting reasons. Some records outlast deletion: a minimal account record, a deletion receipt and billing-event records are kept, Stripe keeps its own billing records, and database backups age out on our provider's normal schedule.

Security

Data is encrypted in transit (HTTPS/TLS) and at rest. Document storage is scoped per account so one customer's files are never visible to another. Access to production data is limited to the people who need it to operate the service. For the full plain-language breakdown — isolation, file access, support access, and audit logging — see Security & Privacy.

Security incidents

If we confirm that a security incident has compromised personal information or customer content in your account, we will notify the account owner by email without unreasonable delay. The notice will describe, as far as we know, what happened, what data was involved, what we are doing about it and what you can do. We will cooperate reasonably with your own legal notification duties. Keep the owner email on your account current.

Cookies

Children

DeepWell is a business tool for companies and is not directed to, or intended for use by, anyone under 18. We do not knowingly collect information from children.

Changes to this policy

We may update this policy as the product changes. Material changes will be reflected in the effective date above, and significant changes will be communicated to account owners directly.

Contact

Questions about this policy or your data: privacy@deepwelltechnology.com.

DeepWell Technology LLC · Alamogordo, New Mexico, USA