Security & Privacy

This page is the plain-language answer to the question every new customer asks: can you see our data or files? It describes the real, current controls behind DeepWell — how your documents are isolated, encrypted, and accessed — so you don't have to take our word for it without knowing why. For the legal version, see the Privacy Policy and Terms & Conditions.

Your data is isolated per account

Every document, customer record, and answer lives under your company's own account. The database enforces this at the row level for every single query — not just in application code that could have a bug in it — so one customer's records are never returned by a request made under another customer's account, even by mistake.

Encryption

Data is encrypted in transit (HTTPS/TLS) everywhere, including between DeepWell and the providers listed below. Document files and database records are encrypted at rest by those providers (Cloudflare and Neon) as a standard part of their storage.

File access is private and short-lived

Uploaded files are not public. Every time a document is viewed or downloaded, DeepWell issues a signed link scoped to that one file, for a short window of time, rather than a permanent public URL — so a leaked link can't be replayed indefinitely and a file can't be found by guessing a URL.

Support access is yours to grant

Our support team does not have standing access to your documents. When you want our help — troubleshooting an issue, for example — you grant temporary support access from your account settings, and you can revoke it at any time. Every grant, and everything accessed under it, is recorded in your account's activity log so there's a record of who looked at what, and when. In an emergency, such as an outage, staff can access an account without a grant; that access requires a written reason and always appears in the same log. Separately, the two founders administer the hosting, database and file-storage accounts that DeepWell runs on; that infrastructure access is outside the in-product log.

Audit logs

Account-level actions — uploads, edits, exports, and the support access above — are written to an activity log scoped to your account, so you can see what happened on your account and when.

Your data, your control

A company admin can download the company's data (a JSON export, spreadsheets, and a zip download of the original files) or delete the company's data, at any time, from Team → Settings — you don't need to email us and wait. Deleting the company cancels its subscription first; if that step fails, nothing is deleted. A minimal account record, a deletion receipt and billing-event records are kept after deletion, Stripe keeps its own billing records, and database backups age out on our provider's normal schedule. Deleting a document removes it from both the file vault and the search index within our normal processing cycle.

AI processing and training

To read documents and answer questions, DeepWell sends document content and query text to our AI providers (Anthropic, and Voyage AI for search) for processing. Under those providers' API terms, this content is not used to train their models, and it is not shared with any other customer. Answers include a citation back to the source document — but AI-generated answers can be wrong, so always check the citation; see the Terms & Conditions for the full disclaimer.

Answer-quality checks and improving Donovan

A small sample of answers may be automatically checked by a second AI review against the cited pages, and if you tap "Report a wrong answer" we receive that question, answer and cited pages to review it. Sharing masked wrong-answer cases to improve Donovan for others happens only if your company opts in. See the Privacy Policy.

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. When available, these will be optional. If you choose to connect, when available, Google Drive, Dropbox or Microsoft OneDrive/SharePoint, DeepWell asks for read-only access, stores the connection credentials encrypted, and does not change or delete files in your storage. If you choose to use email intake, when available, only mail from addresses you have approved is imported. You can disconnect at any time.

If something goes wrong

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.

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. See the Privacy Policy for the same list in context.

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.

Reporting a security concern

If you believe you've found a security issue, please tell us before telling anyone else: security@deepwelltechnology.com. We'll acknowledge real reports and work with you on a fix.

DeepWell Technology LLC · Alamogordo, New Mexico, USA