What we store, and for how long
| Data | Retention |
|---|---|
| Report artifacts (envelope, screenshots, recordings, logs) | 14 days on Free, 90 on Starter, 365 on Pro, unlimited on Enterprise; once a window ends, permanently erased within a further 14 days |
| Attachment download URLs (presigned) | Expire about 1 hour after delivery |
| Lightweight event metadata | May be kept longer for analytics and abuse prevention |
| Account, billing, and configuration | While your account is active, then as law requires |
Artifacts are served for your plan's retention window — 14 days on Free, 90 on Starter, 365 on Pro, and unlimited on Enterprise — then a further 14-day grace period before they are permanently erased. Erasure removes both the underlying blobs and the heavy envelope channels (screenshots, recordings, session replay, breadcrumbs, network bodies); the report's own title, description, and lightweight metadata are not affected and are kept indefinitely. To request immediate erasure of specific data ahead of the normal window — skipping the grace period entirely — contact support; this is handled by our team on request, not a self-service control. Evidence you attach to a board card is kept for as long as the card exists, regardless of the window above. Erasure removes artifacts from live systems immediately; encrypted backups roll off on their own schedule. Your own receiver (or the advanced dashboard) is the long-term system of record — not the pipe.
Retention is not the only reason an attachment can stop being served. On the
Free plan, while the org is over its monthly active install
limit, every attachment (screenshots, recordings and session replay) is
withheld. That is a separate, reversible condition, not an early erasure:
nothing is deleted, the attachment ref is kept and marked gated,
and a normal presigned URL returns the moment the org upgrades or drops back
under the limit. See the pricing FAQ and
webhooks for the full mechanism.
Sustained overuse is handled differently, and on every plan: an organisation
over its monthly active install limit for two complete calendar months has
event ingestion suspended the next time it exceeds the limit
— the ingest API answers 403 org_suspended until the org
upgrades or finishes a month within its limit. Reports rejected while
suspended are not stored and cannot be recovered afterwards; everything
already received keeps being served under the rules above.
Idempotency
The ingest API de-duplicates the same report permanently — the event record outlives its artifacts — so an SDK retry never results in a second delivery. Receivers also get a delivery id that is stable across retries, so they can stay idempotent independently. Delivery records age out on their own schedule, snapshotted at delivery time and independent of the event they belong to — a report that is still being served can still have its older delivery history cleared. See webhooks.
Keeping payloads minimal
The smallest useful report is the safest one. You control what leaves the device:
- Capture toggles — enable only the capture types you need (screenshot, focus, logs, network).
- Sensitive subtrees — mark elements (or secure text fields) as sensitive; that region is blurred out of the captured screenshot before it ever leaves the device.
- Redaction — users can blur regions of the screenshot before submitting.
- User context is optional — attach an end-user id, email, or display name only when you need attribution.
Your responsibilities and ours
For bug-report data, you are the data controller and Everframe is your processor: you decide what is captured and are responsible for notice to and consent from your end users, and we process it to deliver it. Our AI features also process report contents, automatically in some cases and only when your team uses them in others — see the Privacy Policy for what each one does, when, and which of them a per-project toggle can turn off. For how the data is protected in transit and at rest see our security practices. A Data Processing Agreement is available on request from [email protected].