What we receive, who reads it, what we keep.
The page your IT and legal ask for before yes. Every line is drawn from our published privacy policy and retention schedule. Written to be forwarded.
Follow one photo
A photo can reach us two ways. Pick one and see every step it takes.
It arrives
The resident's photo (up to 8 MB), what they wrote, and whether they agreed to the photo's use. Their email address only if they choose to give it.
It is read
The triage engine reads it so your queue can put the worst first. The copy sent to Google's image model is re-encoded on our server first, which drops its metadata. Google keeps that copy for 55 days under its own terms. The engine can raise the urgency your intake schedule set, never lower it.
It is stored
In a private bucket under your account, in the United States. Never on a public page. Before it is stored, our server removes the photo's location and camera data, whatever the resident's phone did. A photo it cannot clean is refused, and nothing is stored.
Who sees it
Members of your account, and the vendor you send the job to: the photo itself is in their email and on the Triage Profile it links.
How long
Until you delete it, or ask us to.
The pages a resident uses to report a problem are never screen-recorded by our analytics. A resident's email is used only to tell them when their request changes, never for marketing.
It arrives
One photo (JPEG, PNG or WebP, 1 KB to 3 MB), the problem in the reporter's own words, and a role.
It is cleaned
Location and camera data are stripped on our server before anything else. A photo that cannot be cleaned is refused, and nothing is stored.
It is read
Google's image model reads it, once or several times. No person at AR Logic looks at it. Google keeps it for 55 days under its own terms.
What we keep
The answer, a SHA-256 fingerprint of the cleaned file, the versions that produced it, the role and the channel, and the cleaned photo itself, kept with its Triage Profile so anyone given the profile's link sees it. Send keep_photo false and the photo is not kept.
How long
The record and the photo stay under a random id until you ask us to delete them.
The fingerprint lets us tell that the same photo was sent twice. The photo is kept in a private store and has no public address of its own; it is shown only on its profile's link.
One engine, drawn out
The Triage Profile, a resident's sticker report and your software all reach the same triage function.
- Strip the metadata, fingerprint the file
- Check the address limit, the key and the spending brake
- Read it three times, take the vote, apply the safety rule
- Send back one fixed answer
Drawn from /privacy sections 2 to 6, as served 4 October 2026.
The companies that touch it
The companies on the triage and integration paths: what each one receives, why, where and for how long. The full list, including billing and email, is in our retention schedule.
| COMPANY | WHAT IT RECEIVES | WHY | WHERE · HOW LONG |
|---|---|---|---|
| Google (Gemini API) | Every photo that is read, the text sent with it, and the answer | Producing the read | Google's own service · 55 days |
| Vercel | The request, the photo in flight, request logs, and page views | Hosting the functions and pages; page-view counts | Runtime logs 1 day (30 with observability) |
| Supabase | The answer, the file fingerprint, versions, role, channel; accounts, connections, and sticker photos in private buckets | Our database, file storage and sign-in | United States (US East) · until deleted; daily database backups 7 days |
| Resend | The email address a Triage Profile, key or request update is sent to | Email delivery | 30 days of email and log data |
| PostHog | Page views and clicks, including on a resident's report page, and replays of four site pages with typing hidden. Never a photo, and never a recording of a resident's report page. | Product analytics | 1 year on the free plan, 7 years on a paid plan; replays 30 days |
| Google Analytics | Page views and clicks | Web analytics | Up to 14 months |
| Sentry | Error reports from our servers, with addresses replaced, and from the browser on the resident-intake pages | Error monitoring | 90 days for errors, 30 for logs |
| Hetzner | Our own encrypted backups of the database and the code | A server we operate | The last five sets, about five weeks |
| Cloudflare (R2) | The off-site copy of that nightly encrypted set | Off-site backup | European Union · 14 days |
Source: /retention, last updated 19 September 2026, and /privacy sections 2 and 6. Each company's period is linked there to its own published page.
Is it up?
Our own probe calls the front page and the photo door every five minutes and records the answer.
The figure is that record as read on 18 September 2026 at 04:45 UTC: one probe in 5,125 did not answer. The probe's record is not published on the status page yet. What the status page does show is a live check of the site and the triage door, timed from your own browser when you open it.
When you ask us to delete it
A deletion reaches every copy of our database, backups included, within about five weeks of the live record going.
DAY 0You ask
Email legal@fixragent.com from the address you used, or give us the diagnosis_id on the Triage Profile.
≤ 30 DAYSWe delete it and tell you
The live record goes at once when we act, and we write back to say it is done.
+7 DAYSDaily snapshots roll off
The database's daily backups and our server snapshots keep seven days.
+14 DAYSThe off-site copy ages out
The encrypted copy in the European Union keeps 14 days.
≈ 5 WEEKSEvery copy of our database is gone
Our own encrypted sets keep the last five, then roll over. Copies other companies hold, such as Google's 55-day copy of a photo it read, follow their own published periods.
What we hold, and for how long
Source: /retention and /privacy sections 2.4, 8 and 9.
Limits you can plan around
Every reply that stops a request on the triage API names the limit it hit, with a Retry-After counted from the clock.
requests an hour from one address on the triage API
reads a day on a key
spending brake on our side. The reply says when it lifts.
largest photo on the API. Bigger files are refused before anything is read.
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Questions from your IT?
Send them straight to us.
Security, data and legal: legal@fixragent.com. Or book a call and walk through this page with your IT on the line.