How long Qcom keeps customer information

A request to delete customer information starts a review of what can be removed and what must be kept.

How does a deletion request work?

When Qcom receives a request, it stays Pending review. This means the request has been received, not that the customer's information has been deleted. Submitting the same request again returns the existing request.

Your compliance contact checks who made the request, whose information it concerns, and which details can be removed. Invoices, payments and information needed for a dispute may have to be kept. Qcom does not currently complete these requests automatically.

How do I request deletion?

1. Ask your workspace's compliance contact to submit the request for the right customer.
2. Agree which information can be removed and which information must be kept, including the reason and how long it is needed.
3. Ask for confirmation of what was removed, what is still kept and which copies still need checking.

A platform administrator can review counts of information attached to the customer, including older customer profiles that were merged. The review also names the teams responsible for copies that have not been checked. These counts do not prove that all information has been found or deleted.

Why might information need to be kept?

Financial information, an open support case or a legal hold can prevent deletion. A legal hold is an instruction to keep information for a legal matter. Ask your compliance contact what applies before trying again.

Permanent file removal and final removal of deleted workspaces are paused while their rules are reviewed. Moving a file to trash does not remove its stored contents.

Copies held by messaging or AI suppliers, saved files and backups need separate checks. A backup must not bring deleted information back into everyday use when it is restored. A name or phone number written in another message may also need review.

Who decides how long information is kept?

Your compliance contact approves what needs to be kept, why, for how long and when that period starts. Only a full platform administrator can record an approved cleanup rule or place and release a workspace-wide legal hold.

A missing, paused or out-of-date approval stops automatic deletion of the messages and activity history covered by that rule. A review date means the rule needs checking again; it is not a promised deletion date.

Does an expired export mean the information was deleted?

No. An expired export can no longer be downloaded, but the original customer information still follows its own rules. If Qcom cannot remove the saved export file, it keeps the details needed to retry.

Customer exports can include invoices, payment requests and orders, including information from merged customer profiles.

Related

• Export and delete your data
• Workspace access and customer data