Privacy
This page covers what data the Rainier IT Client Portal stores about you, how we use it, who can see it, and how long we keep it. It applies in addition to the Terms of Service in your master service agreement.
What we store
- Account information: your name, email, phone, company, and the IDs assigned to your organization in Zammad, TacticalRMM, Invoice Ninja, and Huntress.
- Identity: a single-sign-on account managed by our Authentik server. We don't store your password — Authentik does, hashed.
- Device telemetry: data from the agents installed on workstations and servers we manage for you (patch status, hardware inventory, security events). This is necessary for us to do the work you've contracted us for.
- Tickets, invoices, conversations: anything you submit through the portal, plus our responses.
- Portal preferences: theme/layout choice, notification toggles, last-sign-in info.
AI Support Engineer (Percival)
The "AI Support" page in this portal connects you to Percival, our in-house AI L1 engineer. It can read your tickets, your devices, your invoices, and our knowledge base — and it can open tickets on your behalf. It can not see any other client's data, run commands, or change settings.
What happens to your AI conversations
Every message you send to Percival is logged. We do this for three reasons:
- Continuity — if Percival escalates to a human tech, the transcript goes with the ticket so you don't have to re-explain.
- Quality & safety — Christopher reviews a sample weekly to catch wrong answers, missed escalations, or anything inappropriate.
- Audit — if there's ever a question about what was advised, the record is there.
Conversations are kept for 90 days, then deleted. They are stored on infrastructure we operate ourselves — no third-party "AI" vendor sees them. The model that generates Percival's responses (Anthropic Haiku, with a local fallback) processes each message to produce a reply but does not retain it for training. Tool calls (lookups Percival makes on your behalf) are logged alongside the message for the same 90-day window.
Your conversations are visible to Rainier IT staff helping your account. They are not shared with other clients, sold, or used to train any external AI model. We do not show your conversations to anyone outside Rainier IT.
If you'd prefer not to use Percival, just don't visit the AI Support page or click the chat dock — it doesn't activate unless you start it.
Where the data lives
All portal data is stored on infrastructure we operate ourselves in Pierce County, Washington. We do not use a cloud provider for portal databases or AI conversation storage. Backups are encrypted and held on our own backup server (Proxmox Backup Server) with offsite restic copies on a second physical machine. No client data leaves our network except:
- The narrow API calls Percival makes to Anthropic to generate replies (message in, reply out — not retained by Anthropic per their commercial terms).
- SMS / email delivery via Gmail SMTP and Twilio, when you've opted into those notifications.
- Software vendor APIs that you depend on (Microsoft 365, Huntress) — only what's necessary for us to manage your account with them.
Who can see what
- You: everything in your account, your team's tickets, your team's devices, your team's invoices.
- Your organization's other portal users: visibility depends on their role (Owner / Admin / Member).
- Rainier IT staff: any data necessary to provide service, reviewed under a need-to-know policy.
- Nobody else: we do not share, sell, or rent your data. Period.
Retention
- Tickets, invoices, account records: kept while you're a client, plus 7 years after termination (for tax and contract reasons).
- AI Support conversations: 90 days.
- Authentication logs: 12 months.
- Device telemetry: 30 days hot, 12 months cold (compressed).
- Backups: Daily 7 days, weekly 4 weeks, monthly 12 months.
Your rights
You can:
- Export your data (tickets, invoices, conversation history) any time — email support@rainier-it.com.
- Request deletion of any specific record (subject to our retention obligations under your service contract).
- Disable AI Support entirely for your organization.
- See exactly who at Rainier IT has accessed your account, when, and why — ask and we'll send you the audit log.
Changes to this page
We update this page when something material changes. We will email primary contacts at every active client at least 30 days before any change that meaningfully affects what we collect, who can see it, or how long we keep it.
Contact
Questions? Email christopher@rainier-it.com or call (206) 593-8072. The founder reads every privacy email personally.