This procedure explains how Cortena handles customer data deletion and offboarding requests.
1. Purpose
To provide a clear, consistent deletion process aligned with contract terms and applicable laws.
2. Scope
Applies to customer data in active systems and, where feasible, related data held by sub-processors.
3. How to request deletion
Customers request deletion / offboarding via compliance@cortena.ai.
4. Procedure
4.1 Validate the request
- Confirm the requester's identity and authority.
- Confirm the workspace / company scope and requested date.
4.2 Offer export (if needed)
- If requested, coordinate export options relevant to enabled workflows (for example accounting exports such as DATEV / Exact Online).
- Confirm completion of export before deletion proceeds (if the customer requests this order).
4.3 Delete from active systems
- Remove customer data from active systems according to internal runbooks and contract terms.
- Confirm deletion completion internally.
4.4 Backups
Some customer data may remain in backups until backup retention cycles expire. See Backup and retention.
4.5 Sub-processors
Where applicable, Cortena aligns deletion with sub-processors consistent with contractual terms and technical feasibility. See Sub-processors.
5. Timeline
Cortena targets completion of validated deletion requests within 30 days. Complex cases involving sub-processor coordination may take longer, in which case we will communicate the expected timeline.
6. Confirmation
Cortena confirms completion to the customer via email, including confirmation that active systems have been cleared and any applicable backup retention windows.