Privacy Policy

Effective Date: March 19, 2026 · Last Updated: March 19, 2026

Alerra, Inc. ("Alerra", "we", "us", or "our") operates the Alerra property management platform (the "Service"). This Privacy Policy describes how we collect, use, disclose, and safeguard your information when you use our Service.

1. Information We Collect

1.1 Account Information

When you register for an account, we collect your name, email address, and organization name. Authentication is managed through AWS Cognito and we do not store your password directly.

1.2 Property & Operational Data

You may upload or enter data about your properties, equipment, vehicles, contacts, documents, maintenance records, and other operational information. This data belongs to you and your organization.

1.3 Usage Data

We automatically collect information about how you interact with the Service, including pages visited, features used, browser type, device information, IP address, and timestamps. This helps us improve the Service and diagnose issues.

1.4 Payment Information

Payment processing is handled by Stripe, Inc. We do not store your credit card numbers. We receive only a payment confirmation identifier, plan type, and billing status from Stripe. Stripe's privacy policy governs how they handle your payment data.

1.5 Audio & AI Data

If you use voice dictation features, audio recordings are transmitted to our servers for transcription and then deleted. AI Chat messages are processed by language model providers (e.g., AWS Bedrock) and are not used to train models. Transcripts may be retained for the duration of your chat session.

1.6 Telemetry & Observability Data

We collect technical telemetry to monitor the health, performance, and security of the Service. This includes:

  • Frontend Performance Telemetry: Browser-side metrics (Web Vitals such as LCP, FID, CLS, TTFB), JavaScript errors, page navigation events, HTTP request traces, and anonymous session identifiers — collected by the open-source Grafana Faro SDK embedded in the web application.
  • API Request Logs: Every API request is logged with your user identifier, tenant identifier, IP address, user-agent string, endpoint path, HTTP method, response status, response time, and bytes transferred.
  • Security Event Logs: Authentication attempts, permission denials, rate-limit events, and suspected abuse patterns — logged with one-way hashed (SHA-256) user identifiers.
  • Usage Quota Tracking: Daily counters of document uploads, downloads, bandwidth, and API calls per user, used to enforce subscription-tier limits.
  • Application Metrics: Aggregated, non-personally-identifiable performance metrics (request counts, error rates, latency histograms) collected via Prometheus.
  • Distributed Traces: W3C Trace Context headers link frontend and backend operations for performance diagnosis. Trace spans are stored temporarily in Grafana Tempo.

When you are logged in, telemetry is associated with your email and user identifier. After logout, telemetry is anonymous.

1.7 AI Observability Data

When AI Features are used in deployed environments, prompts, completions, token counts, and associated costs may be logged by Langfuse (a third-party observability platform) for quality monitoring and cost management. Langfuse data includes your tenant and user identifiers but does not include your Content beyond what you submit to AI Features. Langfuse operates under a data-processing agreement with us.

2. How We Use Your Information

  • Provide, operate, and maintain the Service
  • Process transactions and manage your subscription
  • Respond to support requests and communicate with you
  • Enforce our terms, conditions, and policies
  • Monitor usage to enforce quota limits and prevent abuse
  • Detect, investigate, and respond to security incidents and unauthorized access
  • Diagnose performance issues and optimize application reliability
  • Generate aggregated, anonymized analytics to improve the Service
  • Comply with legal obligations

3. Data Sharing & Third Parties

We do not sell your personal data. We share information only with:

  • AWS (Amazon Web Services): Cloud hosting, authentication (Cognito), database (RDS), storage (S3), compute (ECS/Fargate), and infrastructure monitoring.
  • Stripe, Inc.: Payment processing — under PCI DSS compliance.
  • AI Model Providers (e.g., AWS Bedrock): Process AI Chat content — under data-processing agreements that prohibit training on your data.
  • Langfuse GmbH: AI observability and quality monitoring — processes prompt/completion metadata under a data-processing agreement. Enabled only in deployed (non-local) environments.
  • Grafana Labs tools (self-hosted): We run open-source Grafana, Loki, Tempo, Prometheus, and Alloy on our own infrastructure for telemetry. No data is sent to Grafana Labs' cloud services.
  • Legal Obligations: If required by law, regulation, or valid legal process.
  • Business Transfers: In connection with a merger, acquisition, or sale of assets, with notice to you.

4. Data Retention

We retain your data for as long as your account is active or as needed to provide the Service. Specific retention periods:

  • Performance metrics, logs, and distributed traces: 7 days (rolling window).
  • API request logs and usage data: Retained while your account is active; deleted within 30 days of a fulfilled deletion request.
  • Audit logs and EULA acceptance receipts: 7 years (legal compliance requirement). EULA receipts are stored in immutable S3 Object Lock (COMPLIANCE mode).
  • Security event logs: Retained for 7 years for incident investigation and legal compliance.
  • AI observability data (Langfuse): Retained per Langfuse's data retention policies; deletion can be requested through our compliance endpoints.
  • Operational data: Deleted within 30 days of a fulfilled deletion request.
  • Aggregated, anonymized analytics: May be retained indefinitely.

5. Multi-Tenant Data Isolation

Alerra employs a multi-tenant architecture with PostgreSQL Row-Level Security (RLS) policies. Your organization's data is strictly isolated from other organizations at the database level. No organization can access another organization's data. Telemetry data is similarly partitioned by tenant identifier.

6. Security

We protect your data with:

  • Encryption in transit (TLS 1.2+) and at rest (AES-256)
  • AWS infrastructure with SOC 2, ISO 27001, and FedRAMP certifications
  • Role-based access controls and multi-tenant data isolation
  • Web Application Firewall (WAF) and rate limiting
  • Automated security monitoring, IP-based threat blocking, and user-agent filtering
  • Security event logging with hashed identifiers (SHA-256) to protect PII in logs
  • Regular security monitoring and audit logging
  • Immutable S3 Object Lock for EULA acceptance receipts (non-repudiation)

7. Your Rights & Consent Controls

Depending on your jurisdiction, you may have the right to:

  • Access: Request a copy of the personal data we hold about you.
  • Rectification: Correct inaccurate personal data.
  • Erasure: Request deletion of your personal data (subject to legal retention requirements).
  • Data Portability: Receive your data in a structured, machine-readable format.
  • Withdraw Consent: Update your consent preferences at any time.

You can exercise these rights from the Settings > Privacy section of the app, or by contacting us at privacy@alerra.io.

7.1 Telemetry Consent Preferences

In Settings > Privacy, you can individually control:

  • Analytics Tracking: Usage event collection (default: on).
  • Performance Monitoring: Web Vitals and performance telemetry (default: on).
  • Error Reporting: Automatic error/exception reporting (default: on).
  • Marketing Communications: Email marketing (default: off).

Note: Security logging, API request logging, and quota tracking cannot be disabled as they are essential for platform security, billing accuracy, and legal compliance.

7.2 Do Not Track

We respect the Do Not Track (DNT) signal. When your browser sends DNT, optional analytics tracking is automatically disabled.

8. Cookies & Local Storage

The Service uses essential browser storage (localStorage, sessionStorage) for authentication session management and user preferences. We do not use third-party advertising or tracking cookies. Optional analytics may use browser storage for session continuity; this is governed by your consent preferences (Section 7.1).

9. International Data Transfers

The Service is hosted on AWS infrastructure located in the United States. If you access the Service from outside the United States, your data will be transferred to and processed in the United States. By using the Service, you consent to this transfer.

10. Children's Privacy

The Service is not directed at individuals under the age of 16. We do not knowingly collect personal data from children.

11. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by posting the updated policy on this page and updating the "Last Updated" date. Your continued use of the Service after changes constitutes acceptance.

12. Contact Us

If you have questions about this Privacy Policy or wish to exercise your data rights, contact us at:

Alerra, Inc.
Email: privacy@alerra.io
Support: support@alerra.io