AI Policy

Plain language. No legalese. Here's exactly how we use AI and how we protect your data.

What AI does in SupportStudioK12

AI features are designed to save your team time — not to collect data, profile users, or build products from your information.

What AI does
  • Suggests responses for techs based on similar resolved tickets in your tenant only
  • Helps users troubleshoot issues before submitting a ticket
  • Drafts knowledge base and documentation articles
  • Assesses change risk and drafts backout plans
  • Generates executive summaries from your reports
  • Powers smart search with synonym matching (no AI call — just smarter search)
What AI does NOT do
  • We do not train any AI model on your data — ever
  • We do not share your data with other tenants or organizations
  • We do not store AI conversations beyond the immediate request
  • We do not send student PII to AI — only ticket subjects, descriptions, and tech-authored content
  • We do not make automated decisions — AI suggests, humans decide
  • We do not use AI for surveillance, profiling, or behavioral analysis

How it works technically

AI features use OpenAI's GPT-4o mini via their API. Per OpenAI's Enterprise Privacy policy, API data is not used to train their models and is not retained beyond 30 days.

Your data stays in your tenant's database. AI calls include only the minimum context needed for the specific task (e.g., a ticket subject and description) — never bulk data exports, never user directories, never student records.

Per-tenant AI customization

Each district can provide custom context about their environment (device types, software stack, network vendor, etc.) through Admin > AI Protocols. This context is included in AI prompts so responses are tailored to your specific district — a Chromebook district gets different troubleshooting steps than a MacBook district.

This custom context is stored in your tenant's database and is never shared with other tenants or used outside of your AI requests.

You're in control

AI features can be enabled or disabled per tenant at any time through Admin > AI Protocols. When disabled, all AI-powered features are hidden and no API calls are made. The help desk, knowledge base, documentation, and change tracking all work fully without AI.

Questions about our AI policy? We're happy to discuss it.
This policy was written to be understood, not to protect us from you.

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