Privacy Policy
This Privacy Policy explains what information ATEN ("ATEN", "we", "us") collects when you use the ATEN AI Support Assistant operated by Screen Innovations, LP ("Screen Innovations"), how we use it, and your choices around it.
1. Information We Collect
Account information
When you create an ATEN account, we collect:
- Your first and last name
- Your email address (used as your username and for sign-in)
- A securely-hashed version of your password (we never store passwords in plain text)
- Your role (Dealer, End User, or internally-assigned roles like Internal / Rep / Admin)
- For dealers: your dealer or company name, and optionally your CU# (Screen Innovations customer number)
- Your marketing-communications preference
Usage information
When you use ATEN, we collect:
- The conversations you have with the assistant (your messages and ATEN's responses)
- Feedback you provide (thumbs up/down, end-of-conversation surveys, comments)
- Order lookups you perform (the order numbers + emails you enter)
- Contact-form submissions and escalation requests
- Anonymous usage analytics: which products you ask about, how long sessions last, model used, approximate cost, and similar operational metrics
- An anonymous device identifier (a randomly-generated ID stored in your browser) used to group activity from the same browser before you sign in
- Approximate IP address (used only to detect abuse, e.g. brute-force sign-in attempts)
Technical information
- Your browser's user-agent string
- The timestamps of your sign-ins and other account activity
- Sign-in attempt history (used only for security: account-lockout after repeated failures)
2. How We Use Your Information
We use the information we collect to:
- Operate ATEN — answer your questions, look up your orders, route your escalations to the right Screen Innovations team
- Make ATEN better — anonymized conversation patterns help us improve answers, identify knowledge gaps, and add useful tips to ATEN's knowledge base
- Provide support — when you escalate to a team (Inside Sales, Design Services, Tech Support), we forward your name, email, and the relevant conversation context so the right person can follow up
- Communicate with you — for account-related emails (verification, password reset, important account changes); and, only if you opted in, for occasional ATEN product updates
- Detect and prevent abuse — rate-limit sign-in attempts, identify spam accounts, protect ATEN from misuse
- Comply with the law — respond to lawful requests when we're required to
3. How We Share Your Information
We do not sell your personal information. We share it only in these specific cases:
- Screen Innovations teams — when you escalate a conversation (sales lead, design request, tech support ticket), the relevant SI team receives your name, email, and the conversation context. This is the whole point of escalation.
- AI processing — your conversation content is sent to Anthropic's API to generate ATEN's responses. Anthropic processes the message in real time and does not retain it for training under their commercial API terms. Anthropic's legal policies.
- Email delivery — account emails (verification, password reset, lead notifications) are sent via Microsoft 365 / Microsoft Graph. Microsoft processes the message for delivery.
- Infrastructure providers — ATEN runs on DigitalOcean App Platform; encrypted source-controlled state is stored in a private GitHub repository. These providers process data on our behalf under their respective security and privacy commitments.
- Order-lookup verification — when you look up an SI order, we query Screen Innovations' NetSuite ERP system to retrieve order information tied to that order number and email.
- Legal requirements — if required by law, court order, or to protect SI's or other parties' rights and safety.
4. How Long We Keep Your Information
- Account information: as long as your account is active, plus a reasonable period after deletion for audit and backup purposes.
- Conversations and feedback: retained indefinitely to improve ATEN's knowledge base, unless you request deletion (see below).
- Sign-in attempt logs: trimmed to the most recent 24 hours.
- Email delivery logs: most recent 500 entries.
- Anonymous usage analytics: kept long-term for trend analysis (most recent ~2,000 events stored in detail).
5. Your Rights and Choices
- Access: sign in and visit your profile to see your account information at any time.
- Update: change your name, dealer information, password, or marketing preference from your profile page.
- Marketing opt-out: uncheck the marketing-communications box in your profile (unchecking it doesn't affect transactional emails like verification or password reset, which are required for account function).
- Delete your account: email [email protected] from your account address. We will deactivate your account and anonymize associated personal data within a reasonable timeframe. Anonymized conversation history may remain in ATEN's knowledge base to preserve product-improvement value.
- Export your data: email the same address to request a copy of your account data.
6. Security
We take reasonable steps to protect your information:
- Passwords are hashed using PBKDF2-SHA-256 with 600,000 iterations and a random per-account salt. We cannot read your password — even we don't see it.
- All communication between your browser and ATEN happens over HTTPS (TLS).
- Sign-in attempts are rate-limited; repeated failures temporarily lock the account.
- Administrative access to user data is restricted to authorized Screen Innovations personnel.
No system is perfectly secure. If you believe your account has been compromised, contact us immediately at [email protected].
7. Cookies and Local Storage
ATEN does not use traditional cookies for tracking. We use your browser's localStorage to:
- Store your session token so you stay signed in across pages
- Save your preferred theme (light or dark)
- Cache an anonymous device identifier
This data lives in your browser only. Clearing your browser storage will sign you out and reset your local preferences.
8. Children
ATEN is intended for use by Screen Innovations dealers, installers, and end-user customers in connection with SI products. ATEN is not directed at children under 13, and we do not knowingly collect personal information from children.
9. Changes to This Policy
We may update this Privacy Policy from time to time. When we do, we'll update the "Last updated" date at the top. If we make material changes, we will provide additional notice (for example, by email or an in-app notice).
10. Contact
For questions, requests, or concerns about this Privacy Policy or your information, contact:
Screen Innovations, LP
Attn: ATEN Privacy
Email: [email protected]