1. Purpose of this statement
This statement describes how PulsePanels approaches data retention: the principles we follow, how long we keep the main categories of data we hold, and how deletion works when you ask us to remove data or close your account.
It complements, and should be read together with, our Privacy Notice and our Data Processing Agreement, which describe the roles, purposes and legal bases for the processing summarised here.
2. How retention works
As a general principle, we keep data only for as long as it is needed for the purpose for which it was collected, or for as long as we are required to keep it to comply with a legal, regulatory, tax or accounting obligation, whichever is longer.
- When data is no longer needed for its purpose and is not subject to a retention requirement, we delete it or anonymise it.
- Some data is kept longer than the active service period to satisfy legal obligations, to resolve disputes, or to enforce our agreements.
- Deleting data from live systems does not always delete it instantly everywhere; copies may persist in backups until those backups rotate. See the backups section below.
3. Retention by data category
The following table summarises the main categories of data we process in the PulsePanels cloud service and how long we keep each.
| Data category | Examples | Retention period | Notes |
|---|---|---|---|
| Account & profile data | Organisation and user records, names, email addresses, roles and sign-in settings. | While the account is active; deleted or anonymised within 90 days after the account is closed. | Records we must keep for legal reasons, such as billing records, are kept separately as described below. |
| Customer content & media | Uploaded images, video, playlists, channels, schedules and app configurations. | Until the customer deletes it; anything left is deleted within 90 days after the account is closed. | Customers can delete their content at any time. Return and deletion follow the Data Processing Agreement. |
| Calendar connection data | Access tokens and synced events from a connected Google or Microsoft calendar. | Until the connection is disconnected or the account is closed. | When a calendar account is disconnected we stop syncing it immediately and delete its access tokens (and revoke Google access for Google accounts). Synced events stay until an administrator deletes the calendar source, which deletes its events, or the account is closed. |
| Screen health telemetry | Periodic health snapshots from screens, such as CPU, memory and storage use, uptime, app version and local network address. | 60 days. | Older snapshots are deleted automatically every day. |
| Device diagnostic logs | Diagnostic events reported by player applications. | A rolling log of limited size for each screen. | When a screen's log reaches its size limit, the oldest entries are removed automatically. |
| Playback logs | Records of what content played on which screen and for how long, used for proof-of-play reporting. | While the account is active. | Deleted with the rest of the customer's data after the account is closed. |
| Webhook delivery logs | Records of webhook events sent to customer endpoints and their responses. | 30 days. | Older entries are deleted automatically. |
| Audit and security logs | Records of sign-ins, failed sign-ins and security-relevant or administrative actions, including IP address and approximate country. | Up to 12 months. | Kept for security, accountability and investigation purposes. |
| Support communications | Support tickets, chat conversations, emails and attachments. | Up to 24 months. | Kept to handle and follow up on requests. |
| Billing & invoicing records | Invoices, payment references, plan and subscription history. | As long as tax and accounting law requires. | This can be longer than the life of the account. |
| Backups | Daily copies of the database and of customer media. | Database backups: 14 days on our servers. Media backups: 7 days on our servers. Off-site copies are kept on a rolling rotation. | Deleted data can remain in backups until they expire on their regular rotation. |
| Website analytics | Not collected. | Not applicable. | Our marketing website does not use analytics or trackers; see the Cookie Policy. |
4. Deletion on request and account closure
You can ask us to delete data, and data is also deleted when an account is closed. How we handle deletion, return of data, and any applicable exceptions or legal holds, is described in more detail in our Data Processing Agreement and Privacy Notice.
- Requests relating to personal data are handled as described in the Privacy Notice.
- Deletion and return of customer data processed on your behalf follow the Data Processing Agreement.
- Some records may be retained after a deletion request where we have a legal obligation to keep them, for example billing and invoice records required by tax and accounting law.
5. Backups and rotation
We maintain backups so that we can recover from failures, corruption or loss. Because backups are copies taken at a point in time, data that has been deleted from live systems may continue to exist in backups until those backups expire as part of normal rotation.
The database is backed up daily and each backup is kept on our servers for 14 days. Customer media is backed up daily and each backup is kept on our servers for 7 days. A copy of each daily backup is stored off-site in Cloudflare R2, which encrypts data at rest, on a rolling rotation. When restoring from a backup, we take reasonable steps to respect prior deletion requests.
6. Self-hosted and on-premise deployments
Where PulsePanels is deployed on-premise or self-hosted on infrastructure that the customer controls, the customer controls data retention entirely. Retention periods, backup schedules and deletion are governed by the customer's own configuration, policies and infrastructure rather than by this statement.
7. Return and deletion on service termination
8. How to contact us
Questions about data retention, or requests relating to your data, can be sent to privacy@pulsepanels.com.
Contact
- Privacy: privacy@pulsepanels.com
- Support: support@pulsepanels.com
Change history
- v1.0.0 · 2026-10-03 — First published version.
- v0.1.0-draft · 2026-07-28 — Initial internal draft prepared for review.