Data and privacy
Operated by iGears Technology Limited. This page explains how data is used, retained and accessed.
Where is data hosted?
- Standard cloud service: The deployment region is not currently published here. Confirm the actual region and processing arrangements with [email protected] before uploading personal data.
- Dedicated Hong Kong deployment: a Hong Kong data-centre option can be arranged separately. Storage, backups and AI processing scope follow the written proposal; this option is not automatically included in standard cloud service.
- Customer-selected environment: the location follows the deployment agreed with you. Storage and AI processing locations can differ; confirm both before activation.
What data is processed?
Your website content and approved documents prepare search and answers. Conversations, contact details you volunteer and information needed for authorised actions support answers, human follow-up and service diagnostics. Conversations and private member facts are not automatically added to website knowledge. Do not provide passwords, payment-card information or unnecessary sensitive data.
How long is it kept?
- Anonymous web conversations with guest privacy enabled: pre-sales content is removed 7 days after the last visitor message; human-support content is removed 30 days after closure. Open human requests remain available for follow-up.
- Member conversations and email cases do not currently use those anonymous-guest expiry periods. They remain until authorised deletion or an agreed retention arrangement is applied. Other messaging channels have separate policies.
- Knowledge uploads: original temporary files are removed after successful processing. Extracted text, search data and source metadata remain. Failed uploads need administrator attention. Customer download links point to your approved websites/documents.
- Anonymous chat credentials live only in the current page's memory, expire after 5 minutes of inactivity or 60 minutes in total, and are revoked when you end the chat. Recovery uses a single-use email code and does not grant member access.
- Diagnostics, service usage and necessary audit records may follow their own purposes and retention. Managed backups expire through maintenance; deletion does not mean every backup copy disappears immediately.
Who can access tenant data?
Your authorised workspace members have access according to their permissions. Authorised iGears platform operations and support staff may access necessary tenant data for support, maintenance and security investigation. Tenant impersonation is recorded in audit logs; access is not automatically available to every employee.
Hong Kong personal-data handling
We collect and use necessary information for the stated purposes, maintain access controls and handle requests for access, correction and deletion. You should have authority to provide visitor/customer information, explain its use to the people concerned and avoid excessive collection. A new purpose or marketing use requires appropriate notice and consent. An enquiry does not automatically subscribe anyone to marketing emails.
For access, correction, deletion or privacy enquiries, contact [email protected]. We may need to verify your identity and workspace authority. Necessary legal or unfinished service obligations can affect deletion; we will explain any applicable limits.
AskCore FAQ
Questions before you start
Straight answers about sources, citations, handoff, installation, hosting and the iGears rollout option.
How does AskCore learn about my business?
Choose the website pages and documents that customers should use. AskCore prepares that content for answering questions. You decide which of your websites can use each source and can update or remove it later.
Where do the links in answers take customers?
Links take customers to the original pages and documents on your own approved websites. For an uploaded document, provide its public website link during setup. Documents without a suitable link must be published on your website before they can be used in customer answers.
What happens to files I upload?
Uploads are temporary copies used to prepare answers. After successful processing, the temporary files are removed. AskCore keeps the text and information needed to answer questions; your original downloadable documents stay on your own website.
Can I use one account for several websites?
Yes. Choose the content each website can use. Websites keep their content separate unless you deliberately share selected sources between them. Sharing is limited to websites in your own account and does not share customer conversations or account access.
What happens when AskCore cannot answer?
If the content you provided does not contain an answer, AskCore follows the human-handoff rules you set. The follow-up channel and process are confirmed during setup.
Can I add AskCore to an existing website?
Yes. AskCore can be added through a website chat box. The exact installation depends on your website platform and access arrangements; chat-box installation is included in the iGears 30-day implementation option.
How is AskCore different from an internal knowledge base?
AskCore is only for external customer enquiries, using public website content and files selected for customer-facing answers. Staff querying private internal documents is handled by the separate iGears Private On-prem AI on GenCMS solution, not AskCore.
Where is the data hosted?
The standard option is cloud hosting, with a Hong Kong data-centre option available through iGears. The actual arrangement depends on the selected plan and project requirements; see the Privacy Policy for personal-data handling information.
Does AskCore support Chinese?
Yes. You can use Chinese customer-facing content and Chinese source documents. Confirm the required languages during setup so the chat-box copy and sources match your customers.
How does AskCore work with iGears AI MVP 30 Days?
AskCore is available as the Website Customer Service Bot package within iGears AI MVP 30 Days. iGears helps organise content, install the chat box, set human-handoff rules and train your team; notifications are sent through MarketHK. The project has a fixed price, with scope and fees stated in the quotation.