Insights security

Digital security

Insights is a software tool that operates within ConnectWise tickets as a pod to help technicians resolve support tickets more efficiently. This page addresses the most commonly asked questions about how AI is used and how your data is kept secure.

Select Insights features use Open AI — a business-grade Artificial Intelligence Large Language Model. Insights uses OpenAI's business-focused API rather than the consumer version, and security is a core operational priority.

Key facts

  • Limited data transmission: Requests to Open AI are made ad-hoc, using only the specific information from notes within tickets required to answer a particular question.
  • Not used for training: Requests are not used to train OpenAI models. Data is processed once and not reused.
  • Independent response generation: Open AI draws from its existing training data rather than mining your ConnectWise information.
  • Ringfenced requests: Individual requests remain isolated. Data is not pooled or reused across sessions.
  • No company identifiers: Only ticket-specific information (titles and notes) is transmitted — no top-level company data.
  • No data mining: Your information is never collectively pooled for analysis.
  • GDPR & data sovereignty: Operations run in UK datacentres. Requests are processed via EU Standard Contractual Clauses with a UK Data Protection Act 2018 addendum.
  • OpenAI data retention: Requests are stored encrypted for up to 30 days before secure deletion.
  • Third-party security testing: OpenAI undergoes independent penetration testing.
  • No local storage: ConnectWise information is pulled ad-hoc via API. Nothing is stored persistently.
  • Limited AI usage: Not all features use AI. Advanced search functions operate directly on ConnectWise API data without involving Open AI.
  • Encryption: All data transfers are encrypted during transmission.
  • Code review: External security monitoring via Debricked for code validation.
  • Infrastructure: Private dedicated servers in Tier 3 UK-based secure datacentres.
  • Audit transparency: Feature usage is logged within support tickets for accountability. See the Insights audit trail page.
  • Continuous compliance: Ongoing security and compliance reviews are carried out.