Effective 9 May 2025
This notice explains how and why we use Neo AI our stateless, in‑memory Artificial Intelligence (AI) assistant to triage customer service tickets, and what that means for your data and your rights.
Important: Neo AI never stores or retains personal data. It analyses ticket content transiently, in encrypted memory, then immediately discards it. All durable records, including ticket text, attachments and audit logs reside exclusively in our secure ticket management‑ system.
Why We Use Neo AI
Neo AI helps us:
- Detect critical issues faster (e.g., security or outage reports)
- Route each ticket to the best qualified‑ engineer or knowledge‑base resource
- Provide a first response in minutes, not hours
The objective is to reduce your time‑to‑resolution while maintaining exceptional service quality.
What Neo AI Does (and Does Not Do)
| Step | Automated Action | Human Oversight |
| 1 Classification | Reads subject & body, assigns a category (billing, technical, security, feature request, etc.) | 100 % spot‑checked daily; security or legal categories always double‑checked |
| 2 Priority Scoring | Evaluates urgency signals (keywords, sentiment, agreement) and suggests P1‑P4 priority | Agents may override at any time |
| 3 Routing | Proposes the best queue or specialist based on category & priority | All routing is logged; supervisors audit weekly |
| 4 Draft Reply | Generates an acknowledgement with relevant KB links | Human agent reviews, edits and sends |
Neo AI never closes tickets, changes billing, or applies account credits. Final decisions rest with trained staff.
Data Flow & Retention
| Phase | Where Data Lives | Retention |
| Analysis | Ephemeral memory inside Neo AI (encrypted, volatile) | Milliseconds; automatically purged after inference |
| Ticket Record | Ticket‑management platform (ISO 27001 & SOC 2 audited) | Indefinitely unless deletion is requested after offboarding |
| Aggregated Metrics | Analytics database (fully de‑identified) | Indefinite for service improvement |
Neo AI does not create or keep its own database. Any logs it emits strip out message content and personal identifiers, retaining only anonymized operation metrics (e.g., latency, confidence score).
Lawful Basis & Purposes of Processing
We process ticket data to:
- Operate, improve and personalize the Neo AI triage workflow
- Provide support and communicate with you about your ticket(s)
- Detect and prevent fraud or abuse of the support channel
- Comply with legal obligations and enforce our Terms of Service
Legal bases include contractual necessity, legitimate interests (service optimization), consent, and compliance with law.
Security Measures
- TLS 1.2+ and AES‑256 encryption
- Memory‑safe runtime that zeroes buffers after inference
- Role‑based access controls (least privilege)
- Annual penetration tests & ongoing vulnerability management
Despite rigorous controls, no system is 100 % secure; we cannot guarantee absolute security.
Sharing & Disclosure
We never sell your Personal Data. We share it only with:
- Service providers (hosting, analytics, AI infrastructure) bound by data‑processing agreements;
- Affiliates that help operate the ticket workflow;
- Authorities when required by law; and
- Successors in a merger, acquisition or bankruptcy, per privacy laws.
Any new sub‑processor will be added to the public list on our website.
Your Privacy Rights
Depending on your jurisdiction, you may have rights to access, rectify, erase, restrict, object, port data, or withdraw consent. California residents may request a list of third‑party disclosures; EU/UK residents may lodge complaints with their supervisory authority. Contact privacy@cloudit.co to exercise any right.
Your Choices
- Human review – Add “NO‑AI” to your ticket subject to bypass Neo AI triage.
- Model explanation – Request a plain‑language explanation of any classification or priority score.
Neo AI operates without cookies; disabling cookies does not affect its function.
Governance & Accountability
- Model Owner: Jason Duncan COO
- Responsible AI Committee: Quarterly reviews of accuracy, bias and incident reports
- Audits: Internal audit annually
- Incident Response: Mis‑routings affecting SLAs or security tickets escalate automatically; post‑mortems are published internally
Utah Disclosure & Liability Compliance
Consistent with Utah S.B. 149 (Artificial Intelligence Policy Act, effective May 1 2024):
- On‑request disclosure – If you ask whether you are communicating with generative AI or a human, we will clearly confirm it is Neo AI.
- Regulated occupations – Our support agents do not provide services in a Utah “regulated occupation.” If that changes, additional up‑front disclosures will be provided.
- Liability – We remain fully responsible for compliance with consumer‑protection laws; use of Neo AI is not a defense against deceptive or unfair practices.
Changes to This Notice
Material changes will be posted here with an updated Effective date. Archived versions are available on request.
Contact Us
cloudIT
920 E. Madison Street, Suite #120
Phoenix, Arizona 85034
Email: privacy@cloudit.co
