This Data Backup and Retention Policy describes how Hermes stores, retains, backs up, and deletes the data processed on the platform. Its purpose is to give the Customer clarity about the limits of the service and the recommended best practices, in compliance with the Brazilian General Data Protection Law (LGPD) – Law No. 13.709/2018. This policy is part of, and should be read together with, our Terms of Use and our Privacy Policy.
Hermes is operated by Jéssica Naiara dos Santos, enrolled under CNPJ No. 42.182.370/0001-37, headquartered in Londrina/PR, Brazil. Questions may be sent to contato@hermes.srv.br.
Hermes Cloud and Self-hosted
This policy describes the Hermes Cloud modality, in which we operate the infrastructure and perform the backup routines described here. Under the Self-hosted modality, the software runs on infrastructure under the Customer’s control: the execution, frequency, retention, and restoration of backups are the Customer’s sole responsibility, and this policy does not apply to the data in the Customer’s instance.
1. Purpose
This policy aims to explain:
- how data (messages, audio files, images, videos, documents, and conversation history) is stored on the platform;
- for how long this data is retained, both during the term of the contract and after its termination;
- how the backup routines work; and
- how data export and deletion take place.
Hermes is a multichannel SaaS that stores messages, audio files, images, videos, documents, and conversation history according to the plan contracted by the Customer.
2. Storage by plan
Each contracted plan defines a storage quota available to the Customer. By way of example:
- Start: 250 GB;
- Pro: 500 GB;
- Enterprise: 1 TB;
- White-Label: capacity defined on a custom basis, according to the contract.
The applicable quotas are always those indicated on the pricing page or in the commercial proposal applicable to the Customer.
When the plan’s storage limit is reached, the oldest files (such as images, audio files, PDFs, and videos) may be automatically removed to free up space and keep the service running. We recommend that the Customer monitor its usage and consider upgrading to a higher plan if greater capacity is needed.
3. Backups
Hermes adopts reasonable technical backup routines, intended for the operational recovery of the service (for example, in the event of isolated technical failures).
Hermes uses its best efforts to preserve data but does not guarantee the absolute preservation of information in the face of:
- failures of third parties, providers, or infrastructure suppliers;
- failures of infrastructure, hardware, software, or connectivity;
- cyberattacks, intrusions, malware, or bad-faith actions by third parties;
- acts of God or force majeure;
- data deletion carried out by the Customer itself; or
- any other events beyond Hermes’s reasonable control.
Backups are intended for operational recovery, not for permanent archiving of data. The Customer should not treat Hermes’s backups as its sole security copy.
4. Retention during the term
While the Customer’s account is active, data is retained on the platform, subject to the storage limits of the contracted plan and to the provisions of section 2 of this policy.
5. Retention after cancellation or termination
After the cancellation, suspension, or termination of the account, the Customer’s data may be retained for a defined period — intended to allow possible account recovery and to comply with applicable legal and regulatory obligations — and, once that period has elapsed, may be permanently deleted.
We strongly recommend that the Customer export its data before terminating the account, where the feature is available, since after permanent deletion recovery may no longer be possible.
6. Data export
Where the feature is available, the Customer may request the export of its data. Export requests are handled through our support team at contato@hermes.srv.br and may be subject to identity verification and to technical timeframes for fulfillment.
7. Deletion
Hermes may delete data after the applicable retention period or at the Customer’s request.
After deletion, backup copies may persist for an additional technical period, until the natural rotation of the backups, at the end of which these copies are also eliminated.
8. Customer responsibilities
The Customer is responsible for:
- keeping its own copies of any data it deems relevant, whenever necessary;
- reviewing the limits of the contracted plan and monitoring its storage usage;
- exporting its data before canceling or terminating the account, where the feature is available; and
- complying with the LGPD regarding the data of its own contacts and end customers, acting as the Controller of that data.
9. Updates and Contact
This Data Backup and Retention Policy may be updated at any time to reflect technical, operational, or legal changes. The version in force is always the one published on our official channels.
If you have any questions, please contact us at contato@hermes.srv.br.
This policy should be read together with our Terms of Use and our Privacy Policy.