Data lifecycle at Gorgias

At Gorgias we are committed to keeping YOUR data safe and secure while we provide the best service we can for you.

This page describes everything we do with your data. How we use it and for what purpose. How long we keep it and how can you take control of it.

First, we have a few services that we offer to our customers, and we collect information about their activity on these services:

• - This current website (gorgias.io)
• - Gorgias Templates for Chrome
• - Gorgias Helpdesk
• - Gorgias Blog
• - Gorgias Helpdocs
• - Google Chrome Store page
• - Shopify Store page

There are also two ways we collect and store data about your activity:

• Using tracking scripts (aka pixels) in the browser, that makes use of cookies to persist the data between your website visits or between pages. These tracking scripts are usually made by a 3rd party processor (Google Analytics for example).
• Using our HTTP based backend (for example when you login/register). On the backend, we usually store them in our own database and/or send them to 3rd party processors similar to tracking scripts described above.

Why do we need to collect information on our customers in the first place?

We are a data-driven company meaning that we try to make rational decisions based on what we measure. This hopefully puts us on a good path to implement our customers needs (what feature to build, what bug to fix first, etc..) and ultimately provides them with more value. This is why we're using tools like Google Analytics to collect and analyze this data.

Gorgias Helpdesk

IF customer in free trial THEN
    IF customer free trial expires THEN
        start data deletion process
    ELSE IF paying customers asks us to delete their account or stops paying THEN
        start data deletion process
                        

Gorgias Templates

IF free user THEN
    do nothing as we don't store anything
ELSE IF paying customers asks us to delete their account or stops paying THEN
    start data deletion process
                        

Data deletion process

The deletion process starts when an account (associated with a company usually) is marked as deactivated. 30 days after the deactivation we’re marking the data with “soft” delete flag. 10 days after the “soft” delete we’re permanently deleting the data from our database and other storages. 7 days after the permanently deleted database and storage records we delete our backups as well.

The reason it takes 47 days to completely remove the data from our storage is to protect our customers from accidental account deactivation/deletion.

The above deletion process is the default behavior, but on our customer’s request we can accelerate their data removal for up to a few hours + 7 days for the backups to be removed. If you need an accelerated deletion process please contact us using the address at the bottom of this page.

If there are any questions regarding this page, please contact us: support@gorgias.io