Compliance and retention
Some of your clients work under rules about records and privacy, such as clinics and law firms. CVN PSA gives each client a compliance profile, a checklist that is checked every night, and retention rules that never delete a ticket.
The compliance profile
Each client has:
- an industry,
- a retention preset: Standard, Health or Legal,
- a switch that requires two-factor sign-in for all its portal users.
Changing these needs the Clients · Compliance profile & tracker permission.
Retention presets
| Preset | Audit log | Who-viewed log | AI request log | Sensitive tickets archived |
|---|---|---|---|---|
| Standard | Your global setting | Your global setting | Your global setting | 90 days after closing |
| Health | 10 years | 10 years | 10 years | 90 days after closing |
| Legal | 10 years | 10 years | 10 years | 90 days after closing |
Presets only control how long logs are kept. Tickets are kept for good under every preset.
Tickets are never deleted
- Tickets are never removed by retention and are not purged from the trash.
- A ticket, or one of its files, can be marked sensitive. Sensitive tickets are never sent to AI.
- 90 days after a sensitive ticket closes, its content is archived: locked until someone with the Tickets · Reopen archived sensitive tickets permission reopens it. It is not erased.
- Removing the sensitive mark lets AI see the ticket again, so it needs the compliance permission as well as ticket editing.
The compliance tracker
Each client has a checklist. Some items are documents your staff record, with the date and where the signed copy is kept. Others are checked automatically from data in the PSA.
| Item | Kind |
|---|---|
| MSA privacy schedule signed | Document |
| Client accepted your use of AI and the sub-processor list | Document |
| PHIPA agent agreement signed (Health preset) | Document |
| Law-firm confidentiality addendum signed (Legal preset) | Document |
| Backup restore test in the last 90 days (Health and Legal presets) | Document, renews every 90 days |
| Client confirmed the retention schedule | Document |
| Annual compliance review | Document, renews yearly |
| Retention preset matches the industry | Automatic |
| No sensitive ticket was sent to AI | Automatic |
| Backups healthy on managed devices | Automatic |
| No open privacy breach for this client | Automatic |
| No overdue privacy access request | Automatic |
| Portal users enrolled in 2FA where required | Automatic |
| Antivirus and patching healthy | Automatic |
Every night the tracker checks every client. When a critical item starts failing, administrators and onboarding agents are alerted once. An item that stays failing is not re-alerted every night. The compliance dashboard lists every client's status, with items due soon flagged 30 days ahead.
Retention windows
Outside the presets, these global windows decide how long other records are kept. Change them in the privacy settings. A window of 0 keeps that class of record for good.
| Record | Default |
|---|---|
| Audit log | 730 days |
| Application logs | 30 days |
| Chat transcripts | 365 days |
| Call log | 365 days |
| Notifications | 90 days |
| Mailbox messages | 365 days |
| Satisfaction ratings | 730 days |
| Trash | 30 days |
The retention job runs every night. Deleted clients, invoices, quotes, documents and assets are removed from the trash once the trash window has passed. Tickets are not.
Privacy screens
The privacy screens, for administrators only, hold:
- Data-subject requests: record a request, export a person's data, erase it, and track the request to completion.
- Breach register: every privacy breach, whether or not it had to be reported.
- Consent records: consent given and withdrawn.
- Purge preview: what the next retention run would remove.
Every action on these screens is recorded in the audit log.