What we store and for how long
Every kind of data Harlow touches, with where it lives and how long. Where a hotel can choose, the choice is noted.
| Data | What it is | Kept |
|---|---|---|
| Voice | The audio between the two taps. | Not kept. Transcribed in memory and deleted. |
| Transcript and request | What was said, the request made of it, every step on its record. | For the window the hotel configures, under a ceiling set in the order form or DPA. |
| Staff accounts | Name, department, role, the login code's hash, device links. | For the subscription; deactivated accounts keep history, then are deleted or de-identified after termination. |
| Guest messages | WhatsApp, SMS or email exchanged with a guest where the hotel uses that. | Same window as requests. The hotel is the controller; Harlow processes on its behalf. |
| Location | Which zone a badge was in, from the beacons it heard. | Raw fixes 48 hours; aggregates (zone and hour counts) kept. Nothing at all in off mode. |
| Integration references | Which systems are connected and the reference of each credential. | For the subscription. Credential values stay on the workstation or in an encrypted store, never in plain configuration. |
| Logs and telemetry | System events: statuses, timings, errors. No content. | Up to twelve months. |
| Backups | Encrypted copies of the stores above. | Rotated on a schedule; after that the data is not recoverable. |
What never leaves the property
- The PMS password and other secrets, which are entered and stored on the workstation only.
- Screen data the connector reads beyond the fields a request needs.
- Anything from a badge that is not a pressed request: there is no ambient audio to leave.
Deletion
At the end of a subscription, property data is deleted or de-identified after the period stated in the agreement. A hotel can ask for earlier deletion of specific records, and guests exercise their rights through the hotel, which we support as the law requires.
Exports
Managers can export their scope's requests as CSV at any time, including transcripts. Spreadsheet formulas are neutralised in exported cells. Treat the file as the hotel treats any document with staff and guest details.