Customer Data Lifecycle

 

Introduction to the customer data lifecycle

Customer Data encompasses form submissions, form resources, form definitions, and data sources. This topic describes the processing, retention and deletion of these types of customer data.

Form submission processing and retention

The following illustration shows the data lifecycle of form submissions.

  1. Customer submits a form from their mobile device to the ProntoForms production cloud.

  2. The form submission is held temporarily in secure processing storage.

  3. The ProntoForms production system processes and sends the form submission data:

    1. to the customer's specified data destination

    2. as form submission metadata to the ProntoForms production cloud, and

    3. as form submission contents to the ProntoForms production cloud.

    Form submission contents and metadata remain accessible in the ProntoForms production cloud for at least 365 days from the date of form submission, or until the data is deleted.

  4. The form submission metadata and form submission content are replicated into secure disaster recovery storage within 24 hours of form submission.

Data Passthrough enabled

The following illustration shows the data lifecycle when a customer has enabled data passthrough.

Note: The system stores the metadata, but not the form submission content.

  1. Customer submits a data passthrough-enabled form from their mobile device to the ProntoForms production cloud.

  2. The form submission is held temporarily in secure processing storage.

  3. The ProntoForms production system processes and sends the form submission data

    1. to the customer's specified data destination, and

    2. as form submission metadata to the ProntoForms production cloud.

    Form submission metadata remains accessible in the ProntoForms production cloud for at least 365 days from the date of form submission, or until the data is deleted.

  4. The form submission metadata is replicated into secure disaster recovery storage within 24 hours of form submission.

  5. Application code actively deletes the form submission from temporary processing storage:

    • immediately, if processing succeeds with no failed destinations, or

    • between 24 and 48 hours after submission, if one or more data destinations fail to process.

Advanced Analytics enabled

The following illustrations shows the data lifecycle when a customer enables Advanced Analytics.

  1. Customer submits an advanced analytics-enabled form from their mobile device to the ProntoForms production cloud.

  2. The form submission is held temporarily in secure processing storage.

  3. The ProntoForms production system processes and sends the form submission data

    1. as form submission metadata to the ProntoForms production cloud

    2. as form submission contents to the ProntoForms production cloud

    3. as form submission contents to an additional analytics storage space within the production cloud, and

    4. as form submission contents to a dedicated advanced analytics project storage space for further processing.

    Form submission metadata remains accessible in the ProntoForms production cloud for at least 365 days from the date of form submission, or until the data is deleted.

  4. The form submission metadata and content are replicated into secure disaster recovery storage within 24 hours of form submission.

Form resource and data source retention

The following illustration shows the data lifecycle of form resources (such as images and videos) and data sources (such as CSV files).

  1. Customer either

    1. uploads a form resource or data source to their ProntoForms team, or

    2. a data source is added or updated through a data source fetch.

  2. Form resources and data sources are securely stored in the ProntoForms production cloud, until they are deleted.

  3. Form resources and data sources are replicated into disaster recovery storage within 24 hours of upload.

Advanced Analytics enabled

The following illustration shows the data lifecycle of data sources (such as CSV files) when a customer enables Advanced Analytics.

  1. Customer either

    1. uploads a data source to their ProntoForms team, or

    2. a data source is added or updated through a data source fetch.

  2. The data source is stored securely in ProntoForms production cloud until it is deleted.

  3. The data source is sent to a dedicated advanced analytics project space.

  4. The data source is replicated into secure disaster recovery storage within 24 hours of submission.

Customer Data Deletion

Customer Initiated Deletion

The following illustration shows the data lifecycle when a customer intentionally deletes their own data.

  1. Customer deletes their customer data (form submissions, form resources, or data sources) in ProntoForms or using the API.

  2. The customer data is immediately deleted from the ProntoForms production cloud.

  3. The customer data is deleted from disaster recovery storage 45 days later.

Subscription Agreement Termination

The following illustration shows the data lifecycle when a customer subscription ends.

  1. On termination of the ProntoForms subscription agreement, customers cannot access the ProntoForms service or their customer data.

  2. Seven days after termination, all customer data is automatically, permanently deleted from the ProntoForms production cloud.

  3. All customer data is deleted from disaster recovery storage 45 days later.

Customer Data Deletion with Advanced Analytics

With Advanced Analytics enabled, the following process applies when a customer subscription ends.

  1. On termination of the ProntoForms subscription agreement, customers cannot access the ProntoForms service or their customer data.

  2. Seven days after termination, all customer data is automatically, permanently deleted from the ProntoForms production cloud and advanced analytics project spaces.

  3. All customer data is deleted from disaster recovery storage 45 days later.

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