Data Retention

Customer data is generally retained for the duration of the customer’s contract with Khoros. Exceptions to this include:

• Khoros Marketing: Data imported from various social media platforms is retained
  for a rolling twenty four (24) months before it is automatically purged.
• Khoros Care: Data imported from various social media platforms is stored for the life of the agreement but can be viewed directly in the platform only for 24 months. Data can be exported from the Service via API for a period of 18 months.
• Khoros Community: Data processed within Khoros Community will be retained for the life of the agreement.

While being retained, all customer data is retrievable and maintained per applicable legal, contractual and regulatory requirements.

Customer data is available for 30 days from the date of termination or expiration of the agreement ("Data Retrieval Window"). Once the agreement ends, the data will be returned to the customer upon written request. If data is not requested by the customer, the customer agrees that Khoros has no further obligation to retain the data.

Notes:
(a) data on backup systems is maintained for 90 days and then deleted;
(b) log files are maintained for up to twelve months and then deleted.

During and after the life of the agreement, Khoros can use aggregated and anonymized data for metrics and reporting purpose. This data does not include any personal information.

Data Backup and Restoration

Backups are taken every day and are encrypted using AES 256-bit information. Backups are overwritten every 90 days. Access to the backups is restricted to authorized individuals. 
We conduct backup restoration testing annually.

Data Retrieval

At the expiration or termination of the agreement, if the customer wishes to have a copy
of its data, the customer must send a written request via the support portal at https://supportportal.khoros.com/ within the Data Retrieval Period noted in the Data Retention section above.

We security provide the extract for: Khoros Community content, one time and at no charge, in a machine-readable format.

For all other Khoros Services, customers may download the content in a comma separated value (.csv) format. Khoros can provide additional assistance for data extractions at Khoros’s standard Professional Services rates. The availability of content for extraction or downloading from certain services will be limited as described above within the Data Retention section.

Data Destruction

The data is made available for 30 days from the agreement expiration or termination date.

Unless otherwise required by applicable law, customer data is deleted after the Data Retrieval Window in accordance with the above 'Data Retention' section. The active databases are dropped from the production servers and data is permanently deleted according to NIST SP 800-88 guidelines.