Privacy Policy

Who we are

Ketl, Inc. is a Delaware corporation with offices at 535 Mission Street, Suite 1400, San Francisco, CA 94105. We build and operate Ketl, an AI on-call copilot for software teams. References to Ketl, we, our, or us in this policy mean Ketl, Inc..

This policy describes what information we collect, why we collect it, how we use it, and the choices you have. If you have questions, reach us at privacy@getketl.com.

What we collect

We collect information in three categories:

• Account information. Your work email address, display name, and hashed password when you register. If you connect a third-party identity provider, we receive the profile details that provider shares.
• Telemetry you bring to Ketl. Log lines, trace spans, deployment records, alert bodies, and incident history that you paste or connect for diagnosis. This data belongs to you. We process it on your behalf and never treat it as ours.
• Usage and service data. Which features you use, how many diagnoses you run, timestamps, aggregate performance counters, and the routing decisions the diagnostic engine makes. We also collect IP address, browser type, and session identifiers for security and reliability.

We do not buy or obtain personal data from data brokers, and we do not build advertising profiles.

How we use your data

We use your information to:

• Run the Ketl diagnostic engine on the telemetry you provide and return ranked root causes, supporting evidence, and proposed fixes or rollbacks.
• Operate, maintain, and improve the service, including monitoring reliability, diagnosing bugs, and planning capacity.
• Send you transactional messages about your account and billing, and, where you have opted in, product updates and engineering notes.
• Detect and prevent fraud, abuse, and security incidents.

Your telemetry is used only to diagnose your own incidents. It is never used to train a shared model, improve a public model, or disclosed to other customers.

Model providers and sub-processors

When you run a diagnosis, the Ketl router sends the minimum telemetry context needed for that step to a model provider. The specific provider depends on the routing table and any restrictions you have configured. Our processor categories are:

• Cloud infrastructure. We host Ketl on major cloud providers (for example, AWS and Google Cloud) under data processing agreements.
• Model providers. Frontier and open model APIs (for example, OpenAI, Anthropic, and others in the router registry) receive telemetry context for inference. Each provider is bound by a data processing agreement that prohibits training on your data.
• Payment processing. Stripe handles card transactions. We share only the billing details needed to complete a purchase. Stripe operates under its own privacy policy.
• Monitoring and reliability. We use tooling to monitor uptime and service health. These tools receive aggregated, non-telemetry operational data.

Customers on the Scale plan can restrict which model providers the Ketl router is permitted to use, including routing exclusively to open models they host within their own infrastructure so that telemetry never leaves their perimeter.

Data retention and deletion

Diagnosis history is retained for 90 days by default. Team and Scale plans include configurable retention windows. You can request that we delete your account and all associated data at any time by emailing privacy@getketl.com. We will complete the deletion within 30 days and confirm when it is done.

Some data may be retained for a short additional period for legal or fraud-prevention purposes, after which it is permanently deleted.

Security

Telemetry and account data are encrypted in transit using TLS 1.2 or higher and at rest using AES-256. Connections from Ketl to your data sources are read-only by default. Access to production data is restricted to engineers who need it, logged, and reviewed. We conduct periodic security assessments.

For a detailed breakdown of our security controls, architecture, and certifications, see our Security page. To report a vulnerability, contact security@getketl.com.

Your rights

If you are located in the European Union, European Economic Area, or United Kingdom, you have rights under the GDPR or UK GDPR, including the right to access, correct, delete, or export your personal data, and to restrict or object to certain processing.

If you are a California resident, you have rights under the CCPA, including the right to know what personal data we hold about you, to delete it, and to opt out of any sale. We do not sell personal data.

To exercise any of these rights, email privacy@getketl.com. We will respond within 30 calendar days, with extensions where permitted by applicable law. We will not discriminate against you for exercising your rights.

International transfers

Ketl is operated from the United States. If you access the service from outside the United States, your data may be transferred to, stored in, and processed in the United States, where data protection laws may differ from those in your country.

For transfers from the EEA or UK, we rely on the European Commission Standard Contractual Clauses or the UK International Data Transfer Agreement, as applicable. You can request a copy of our transfer safeguards by contacting privacy@getketl.com.

Children

Ketl is a professional tool for software teams. We do not knowingly collect personal data from anyone under 16. If you believe we have inadvertently collected data from a child, please contact us at privacy@getketl.com and we will delete it promptly.

Changes to this policy

We may update this policy as the service evolves. If we make material changes, we will email the address on your account at least 14 days before they take effect. The date at the top of this page always reflects when the policy was last updated.

Contact

Privacy questions and data rights requests: privacy@getketl.com

Security concerns: security@getketl.com

Postal address:
Ketl, Inc.
535 Mission Street, Suite 1400
San Francisco, CA 94105
United States