Insights User Guide
Security - Data flow within Insights
Here is an example of data flowing through Insights in the “Suggested Fixes” feature.
A technician loads up a ConnectWise ticket and clicks “Suggested fixes” within Insights.
Via the secure ConnectWise API, Insights reads the Ticket Title and job notes within ticket.
Example data pulled from ConnectWise by Insights
Title: Wifi down at head office
Ticket Note: Our Wifi has stopped working at the head office and laptop users can't get on the network. Could someone take a look please?
NOTE: No customer-specific information stored in Connectwise is sent as part of the request. Email signatures that may contain client business names and addresses are stripped out.
The information is pulled from the ConnectWise API to the Insights software on our private servers in a Tier 3, UK-based datacentre. It is handled in-memory and not stored.
Insights constructs prompts for the AI, and passes this request to Open AI along with the limited ticket information to be processed. Only the information required for the specific query is used.
Open AI sees the query is about a WiFi problem, and draws on its pre-trained data to suggest solutions. No further data of yours or your clients, other than that in the initial request is used in the construction of a response.
The request is not used by Open AI for any purpose other than generating a reply. The request is not re-used in any way by Insights or Open AI to answer future queries. It is not used to train Open AI. It is not shared with any other parties.
Open AI processes requests made to its API in the US, and retains GDPR compliance through the EU Standard Contractual Clauses (SCC) as modified by the UK addendum issued under the Data Protection Act 2018.
The request is stored encrypted and ringfenced with Open AI for up to 30 days, should they need to run internal investigations in the case of mis-use. Only authorised and security cleared Open AI employees, carrying out specific investigations, could ever have access to the requests.
Each query is self-contained. On or before 30 days, the requests are automatically and securely deleted.
Open AI returns its response to Insights, which outputs it to the screen in ConnectWise.
The response is not available externally and is not stored. Your technicians can optionally choose to record the response against a note in the ticket they're working on, otherwise it is discarded once they navigate away from the ticket.
The same data flow applies for all Insights features that make use of Open AI.
Should you have any further questions regarding the security of Insights and Open AI, feel free to reach out to us at hello@darklabs.ai