Retention, export and deletion
While a clinic subscribes its data stays; when the relationship ends there are 60 days to export Customer Data in machine-readable formats, deletion from live systems within 90 days and backups overwritten within a further 35 — billing records live 6–7 years under tax law, security and audit logs up to 24 months, support correspondence up to 24 months after resolution, and opt-out records indefinitely so they keep working.
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The schedule
| Data | Retention |
|---|
| Customer Data, including health information | For the subscription; then exportable for 60 days, deleted from active systems within 90 days, encrypted backups overwritten in the ordinary cycle (not exceeding a further 35 days) — except under a legal hold or statutory requirement |
| Account & billing records | As required for legal, accounting and tax purposes (generally 6–7 years under Canadian tax law) |
| Security & audit logs | Up to 24 months, or longer for an active investigation or legal obligation |
| Support correspondence | Up to 24 months after resolution |
| Marketing consents & opt-outs | Opt-out records are kept indefinitely so they keep working |
Export
For 60 days after a subscription ends, Customer Data is made available for export in commonly used, machine-readable formats on request. Ten export features inside the product (patients, claims, revenue, the audit log and more) write audit rows while you are a customer, and the About page lists "records stop being exportable on any day you ask" as one of the five things that would mean the mission is over.
Your duties stay yours
Custodians remain responsible for their own records-retention obligations under the HIA and college standards — ten years from the last entry for an adult chart under the CPSA standard, longer for minors. The export window exists so those duties can be met; export before it closes.
Where to look