Data and security

What it reads from ConnectWise

For	Support Advisor reads
Indexing a board	The board’s tickets: summary, notes, time entries, status, Type, SubType and Item, and company.
An ask or an automatic read	The ticket: its board, summary, company, Type, SubType and Item, its conversation, open tasks and screenshots, and, for a new ticket, the same company’s tickets updated in the past 30 days.
Member visibility	Your company list: each company’s ID, territory and whether it is deleted. Never names, sites or contacts.

It reads with your company’s ConnectWise integration. It never changes anything in ConnectWise: advice reaches a ticket only when a technician acts on it in MTX.

What it sends to OpenAI, and on whose key

Support Advisor’s AI work runs on OpenAI, on your company’s own OpenAI key, and is billed to your OpenAI account:

the ticket’s content, for indexing and for advice;
the past cases it found, your instructions and the technician’s message, for advice;
the analysed cases, to build the search index;
web research, when it searches the web.

It never falls back to Nilear’s own key. Without a working key of yours, Support Advisor pauses: it neither indexes nor advises, and an ask is answered that the key could not be used. (A company whose AI Nilear provides runs on Nilear’s key, by agreement.)

Your key is never shown or logged in full, beyond its last four characters, and only your administrators can set or change it. The OpenAI Key page lists every call Nilear made for your company in the last 30 days, and whose key paid for it.

What it stores, and for how long

What	Kept
Cases: the analysis of each indexed ticket (problem, symptoms, errors, steps, cause, resolution), with names and details identifying the customer, secrets and signatures removed	While Support Advisor is in use. A case is updated as its ticket moves on.
Automatic reads and their answers	90 days after they finish.
Advice on a ticket, and its conversation	In MTX, until a member removes it.
Your company list: company ID, territory, deleted	While Support Advisor is switched on; deleted when it is switched off.
Settings: switch, boards, excluded companies, instructions	Until you change them.

Each company’s data is kept apart from every other company’s. Nilear’s logs hold ticket numbers only, never advice or ticket text.

Who can see what

Advice is shared on the ticket: every member who opens its Support Advisor tab sees it.
The history a technician’s ask draws on is limited to the companies that technician can see in ConnectWise (member visibility). Automatic reads draw on every company’s.
AI clients see only what the person who connected them may see, and Find similar tickets returns analysed cases, never notes, contacts or company names.
Settings are changed only by your administrators.

Stopping and removing

You	What stops	What stays
Exclude a company	Its tickets are no longer indexed, read or advised on.	Its tickets indexed before stay searchable and can be cited on other tickets.
Stop indexing a board	New tickets of the board are no longer indexed.	Tickets already indexed stay searchable.
Untick Support Advisor on a board	Asks and reads on its tickets are refused; its backfill pauses.	Its indexed tickets stay searchable.
Switch Support Advisor off	All indexing, reads and advice.	Cases already stored.
Remove the OpenAI key	Everything, within a minute, until a key is added.	Everything stored.

To have stored cases deleted, for example when you stop using Support Advisor or a customer asks, contact Nilear support.