Privacy Policy

Data Controller

Nivaro Technology Ltd, trading as Runframe (company number 17196776)
Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
ICO registration number: ZC139341

For account administration, billing, support, website analytics, security, and business operations data, Runframe acts as an independent controller. For customer workspace content submitted into the Service, the customer generally controls the purposes and means of processing, and Runframe processes that content to provide the Service. Customers may request Runframe's standard Data Protection Agreement where required for their use of the Service.

Information We Collect

We collect information you provide directly when you create an account, and information generated automatically as you use the product.

• Account information. When you sign up, we collect your name and email address. Authentication is handled by Clerk, which stores and manages your login credentials.
• Organization and team data. When you set up your organization, invite teammates, or configure on-call schedules, we store that configuration data to provide the service.
• Usage data. We collect information about how you interact with the product: pages visited, features used, and actions taken. This helps us understand what is working and what needs improvement.
• Slack workspace data. If you connect Runframe to your Slack workspace, we receive information necessary to operate the integration: workspace ID, channel IDs, and user IDs for members you add to Runframe. We do not read the contents of your Slack messages beyond what is required to process incident alerts and notifications.
• Google Meet integration data. If you connect Google Meet, we receive and store the Google OAuth tokens, granted scopes, token expiry, and Google account email needed to operate the integration. When Runframe creates a Google Meet war room, we store the Meet space resource name, join URL, meeting code, and host email returned by Google so authorized incident responders can join the correct bridge.
• Incident data. The incidents, postmortems, timelines, and on-call records you create in Runframe are stored and associated with your organization.
• Contact and escalation information. If your organization configures on-call schedules or voice escalations, we may store phone numbers and notification preferences for responders and team members.
• Meeting and transcript data. Where meeting capture, transcription, or AI-assisted document generation features are enabled, we may process meeting metadata, audio/video/transcript-related data, transcripts, notes, and generated outputs.
• Status page content. If your organization creates a public status page, we store the organization name, logo, component names, incident descriptions, maintenance updates, and other content you choose to publish. Public status page content may be visible to anyone on the internet.
• Public status page visitor data. Where users access public Runframe-hosted status pages, Runframe may process request metadata such as IP address, browser/device metadata, timestamps, status page URLs accessed, and security event metadata for hosting, analytics, security, abuse prevention, and reliability purposes.

Google User Data

Runframe uses Google OAuth only when an authorized user connects Google Meet or starts a Google Meet incident war room. Runframe requests the Google Meet scope https://www.googleapis.com/auth/meetings.space.created so the service can create Google Meet spaces for incidents and read or update metadata for Google Meet spaces created by Runframe.

We use Google user data only to provide enabled Google Meet and related incident workflow features: connecting the account, refreshing access tokens, creating Google Meet war rooms, and displaying the Meet join link in Runframe.

Runframe does not itself transcribe Google Meet audio or video. Where a customer enables meeting capture or transcription features, Runframe may use subprocessors such as Recall.ai and Deepgram to capture and transcribe meeting content, and Runframe may receive the resulting transcript and related meeting metadata.

Where a customer enables AI-assisted document generation, Runframe may send the transcript and related incident context to AI providers such as OpenAI or Anthropic to generate customer-requested outputs such as incident summaries, incident briefs, postmortem drafts, or related incident documents.

Runframe does not use Google user data, meeting transcripts, or customer content to train Runframe-owned machine learning models. Runframe does not opt in to provider model training or model-improvement programmes for that data and does not authorize that data to be used to train shared provider models, unless expressly agreed.

Runframe does not access Gmail, Google Drive, or Google Calendar through Google APIs.

We do not sell Google user data. We do not share Google OAuth tokens with Recall.ai, Deepgram, OpenAI, Anthropic, or other AI, transcription, or meeting-processing providers. Where the relevant features are enabled, meeting content, transcripts, meeting metadata, and related incident context may be processed by service providers needed to provide, secure, and support meeting capture, transcription, AI-assisted document generation, and incident workflow features.

Runframe's use and transfer of information received from Google APIs complies with the Google API Services User Data Policy, including the Limited Use requirements.

Lawful Bases

We process personal data under the lawful bases that apply to the way you use Runframe:

• Contract. To provide Runframe, manage accounts, process billing, and deliver incident, on-call, notification, and status page features.
• Legitimate interests. To secure the service, prevent abuse, understand product usage, improve reliability, and support customers.
• Consent. For optional marketing-page analytics where consent is requested.
• Legal obligation. Where we need to keep records or disclose information to comply with law.

How We Use Your Information

We use the information we collect for three core purposes:

• To provide the service. We use your data to operate Runframe, including incidents, on-call schedules, escalation policies, and notifications.
• To improve the product. Aggregate usage data helps us understand which features are used most, where users get stuck, and where to focus engineering effort.
• To communicate with you. We send transactional emails (incident alerts, on-call notifications, account notices) and, if you opt in, product updates. You can unsubscribe from product updates at any time.

We do not use your data to train Runframe-owned machine learning models or build advertising profiles. Where you enable AI-assisted features, we may process customer content through AI providers to generate requested outputs. Runframe does not opt in to provider model training or model-improvement programmes for customer content, audio, transcripts, or Customer Personal Data, and does not authorize that data to be used to train shared provider models unless expressly agreed.

Data Sharing

We do not sell your data. We do not share your data with third parties for their own marketing or advertising purposes.

We share data only with the service providers necessary to run Runframe:

• Clerk: authentication, identity management, and session handling. Stores login credentials, session data, user identifiers, names, and email addresses.
• Railway: application hosting, APIs, background jobs, and supporting infrastructure. Processes customer application data and operational metadata.
• Neon: managed PostgreSQL database hosting. Stores customer application data.
• Cloudflare: CDN, DNS, edge security, Workers, status pages, DDoS protection, and rate limiting. Processes request metadata, IP addresses, public status page data, and security event metadata.
• Public status page visitors: where users access public Runframe-hosted status pages, Runframe and its infrastructure providers may process request metadata such as IP address, browser/device metadata, timestamps, status page URLs accessed, and security event metadata for hosting, analytics, security, abuse prevention, and reliability purposes.
• Slack API: Slack integration, incident alerts, response coordination, and messages/actions, where Slack is enabled. Processes workspace IDs, channel IDs, user IDs, and incident messages/actions as configured.
• Google APIs / Google Meet: Google Meet integration and incident war room creation, where Google Meet is enabled. Processes OAuth metadata, Meet metadata, account email, and join links.
• Google Analytics: public marketing website analytics. Processes website usage metadata, cookie identifiers, device/browser metadata, and page interaction data. Google Analytics is not used as a subprocessor for customer workspace content.
• Zoom: Zoom incident war room creation, where Zoom is enabled. Processes OAuth metadata, meeting metadata, account identifiers, and join links.
• Atlassian Jira: follow-up task and remediation work tracking, where Jira is enabled. Processes work item titles, descriptions, status, assignee metadata, and integration metadata.
• Dodo Payments: hosted checkout, billing, subscriptions, and customer portal access. Processes billing contact data, subscription metadata, and hosted payment metadata. Runframe does not store raw payment card data.
• Telnyx: voice calls and phone escalations, where voice escalation is enabled. Processes phone numbers and call routing metadata.
• Resend and ZeptoMail: transactional email delivery. Processes email addresses, email content, and delivery metadata.
• PostHog: product and website analytics, where enabled. Processes usage metadata and product analytics events. Analytics events are not intended to include incident content, transcripts, secrets, or full customer records.
• Sentry: error monitoring, performance tracing, and masked diagnostics. Processes error metadata, stack traces, diagnostic information, and masked session data where enabled.
• Crisp: support chat on public pages, where enabled. Processes chat messages and contact information provided by visitors.
• OpenAI and Anthropic: optional AI-assisted incident summaries, briefs, postmortem drafts, meeting or transcript summaries, related incident documents, and related incident response assistance, where AI features are enabled. Processes task-specific incident context, meeting transcripts or notes where enabled, and generated outputs.
• Recall.ai: meeting bot, recording, and transcription infrastructure, where meeting capture or transcription features are enabled. Processes meeting metadata, audio/video/transcript-related data, recordings, transcripts, and transcription metadata.
• Deepgram: speech-to-text transcription, where transcription features are enabled. Processes audio data, transcript data, and transcription metadata. Runframe does not opt in to provider model training or model-improvement programmes for customer audio or transcript data where provider controls are available, unless expressly agreed.
• Grafana: monitoring and observability, where enabled. Processes operational telemetry and service metrics/logs.

Each of these providers operates under their own privacy policies and data processing agreements. We require that they handle your data only as necessary to provide their services to us.

We may disclose your information if required by law or to protect the rights and safety of Nivaro Technology Ltd, trading as Runframe, our users, or others.

International Transfers

Runframe currently stores and processes customer data primarily in the United States using managed infrastructure providers.

Where personal data is transferred outside the United Kingdom or European Economic Area, we rely on appropriate safeguards such as data processing agreements, standard contractual clauses, the UK International Data Transfer Addendum, or equivalent transfer mechanisms provided by our subprocessors.

Data Retention

We retain customer workspace data according to the retention period included in the customer's plan or any applicable custom agreement. Plan-based retention periods may limit how long incident history, logs, transcripts, postmortems, analytics, and related workspace records remain available. If you delete your individual account or submit a verified individual deletion request, we will delete or irreversibly anonymise personal data associated with your individual account within 30 days, except where we are required to retain it for legal, billing, security, fraud prevention, or compliance reasons. Organization or workspace data is deleted or irreversibly anonymised within 30 days after organization or workspace deletion, a termination deletion trigger, or a verified customer deletion request, except where retention is required for legal, billing, security, fraud prevention, or compliance reasons.

Where meeting capture or transcription providers store meeting media, recordings, transcript artifacts, or related transcription data, Runframe configures retention settings or deletes/requests deletion of those artifacts as part of its standard deletion process, where supported by the applicable provider tools.

Google OAuth tokens are retained only while the Google Meet integration is connected and needed to create or reuse incident war rooms. Google Meet metadata, such as the Meet join link, is retained only while needed to show the war room associated with an incident record. You can disconnect Google Meet in Runframe or request deletion of Google integration data by contacting us.

You can request deletion of your data at any time by emailing support@runframe.io. We will confirm receipt and process verified deletion requests within 30 days.

Security

We take reasonable steps to protect your data, including HTTPS encryption, access controls, authentication protections, managed infrastructure encryption at rest, and application-level or secret-management controls for sensitive OAuth access and refresh tokens. Additional information about our operational security practices is available on our Security page.

No system is perfectly secure. If you discover a security issue, please contact us at security@runframe.io.

Your Rights

You have the right to access, correct, or delete the personal data we hold about you. Specifically:

• Access. You can request a copy of the personal data we hold about you.
• Correction. If any information is inaccurate or incomplete, you can ask us to correct it. Many fields can be updated directly from your account settings.
• Deletion. You can request that we delete your personal data. Deleting your individual account may remove or disable your personal account access and related personal data. Deletion of organization or workspace data may require action by an authorized organization administrator or a verified customer deletion request.
• Restriction and objection. You can ask us to restrict certain processing or object to processing based on legitimate interests.
• Portability. You can request an export of your data in a machine-readable format.

To exercise any of these rights, email privacy@runframe.io. We will respond within 30 days. Where a request relates to customer workspace content controlled by one of our customers, we may refer the request to the relevant customer or ask you to contact that customer directly.

You also have the right to complain to the Information Commissioner's Office if you are unhappy with how we handle your personal data.

Cookies

We use a minimal set of cookies:

• Authentication session. A cookie set by Clerk to keep you logged in. This is strictly necessary for the service to function.
• Theme preference. A cookie to remember whether you prefer light or dark mode.
• Analytics. We use Google Analytics to understand how visitors interact with our marketing pages. Google Analytics sets cookies to distinguish users and sessions. We use Google Analytics in a privacy-conscious configuration and do not intentionally send directly identifying information to Google Analytics. You can opt out of Google Analytics using the Google Analytics Opt-out Browser Add-on. We use PostHog for product analytics, reliability, abuse prevention, and service improvement within the logged-in Service. PostHog analytics support the logged-in Service and are not currently offered as an in-app opt-out. Session recording is disabled, and analytics events are not intended to include incident content, transcripts, secrets, or full customer records. Where legally required, we will configure analytics storage or consent controls to comply with applicable cookie and similar-technology requirements.
• Support chat. Crisp may use cookies or similar storage to run live chat on public pages, where the chat widget is enabled.

We do not use advertising cookies or third-party advertising tracking pixels.

Changes to This Policy

We may update this privacy policy from time to time. For minor changes, we will update the “Last reviewed” date at the top of this page. For material changes that significantly affect your rights or how we handle personal data, we may notify users by email, through the product, or by other reasonable means before the changes take effect.

Continued use of Runframe after the effective date of a policy update means the updated policy applies to your use of the Service.

Contact

If you have questions about this privacy policy or how we handle your data, reach out at privacy@runframe.io.

Nivaro Technology Ltd, trading as Runframe.