Data handling
What Clad stores, where it is stored, how it is protected, and when it is deleted.
What Clad processes
| Data | Source | Purpose |
|---|---|---|
| Email messages and attachments | Inboxes of your mail access group members | Identify client, carrier and underwriting correspondence, and act on it |
| Documents | SharePoint sites you grant | Read client files and file new documents |
| Calls: details, recordings and transcripts | Your phone system, for the users you choose | Link calls to clients and capture follow-up |
| Employee profile | Microsoft Entra ID sign-in | Name and email address for sign-in and attribution |
| Work produced in Clad | Your employees and Clad | Tasks, drafts, submissions and client records |
Clad works with the mailboxes, document locations and phone users you grant.
Where it is stored
Your data is stored in a Clad environment dedicated to your organization, hosted on AWS in the United States. The environment has its own AWS account, its own database (Amazon RDS) and its own compute, and its workflows run in their own Temporal namespace. It is not shared with, or accessible from, other customers' environments.
Protection
- In transit: TLS 1.2 or higher, including all calls to Microsoft Graph.
- At rest: AES-256 encryption for databases, backups and stored files.
- Microsoft 365 credentials: none stored. Clad authenticates with a federated identity credential, so no password, client secret or certificate exists for your tenant.
- Phone system credentials: stored encrypted in your Clad environment, used only to read calls for the users you choose, and revocable from your phone system's admin console.
Clad staff access
Access across customer environments is held only by Clad's senior engineering leadership, who operate and support the platform. Any other engineer is granted access only to the customers they are assigned to support. Each person signs in individually through single sign-on with multi-factor authentication. Access is standing, not requested for each use.
- AWS account: your environment has its own AWS CloudTrail audit trail, kept for 365 days, which records each entry into the account against the person who made it.
- Database: each engineer reads the database under their own read-only database user, signing in with a short-lived AWS token and no password. Every connection and every query under that user is logged against them in your environment's logs, kept for 365 days.
In addition to this individual, logged access to your AWS account and database, Clad support personnel can be given a support role inside the Clad application, with administrator rights in your environment. Only Clad can assign this role, through a controlled step approved by Clad's security lead, and only to a named person who signs in under their own identity.
AI processing
Clad uses large language models to read and draft correspondence. Models run on Amazon Bedrock only, inside your environment's AWS account. Amazon Bedrock does not use your prompts or model responses to train models and does not share them with model providers. Clad does not train AI models on your data.
Text is extracted from documents with Amazon Textract, inside your organization's own AWS account, in the United States.
Retention and deletion
Clad retains your data for the duration of your agreement. Within 30 days of the agreement ending, Clad deletes your environment in full, including its database, stored files and backup copies. Telemetry is scoped to your organization and is deleted with your data in the same 30 days.
Your controls
You can stop Clad's access at any time from your own admin consoles. See Manage access for Microsoft 365 and Dialpad for your phone system.
Clad is operated by Docshield Inc. · Wilmington, DE · New York, NY