Privacy and Government Requests

Requests for personal information require a different response depending on why Files.com holds the information and who is entitled to direct its use. Files.com distinguishes information processed on a customer's behalf from registration, billing, and correspondence records used for our own business purposes.

Government demands follow a separate legal review. Our in-house counsel reviews those requests, verifies their legal validity and scope, and limits the response to what the law requires.

Privacy Requests Concerning Customer Information

Customers manage the personal information they put into Files.com and the requests concerning that information. Files.com normally acts as a processor for this work; the customer determines the response and gives us instructions under the applicable agreement. This distinction also applies to personal information in configuration or operational records processed on a customer's behalf, not just information within files.

When an individual sends Files.com a request concerning information controlled by a customer, we forward it to the relevant customer when we can identify that customer. A request sent directly to Files.com does not transfer responsibility for the customer's privacy response to us.

Files.com Support helps customers use the existing search, export, and deletion tools to fulfill requests. Additional assistance is coordinated by Legal when required by the customer's agreement or applicable law. The Data Processing Agreement governs the assistance provided under that agreement.

Customer Control Over Data explains the access and export capabilities available to customers. Data Retention & Deletion explains the separate treatment of working files, recoverable copies, logs, and account closure. Support assistance follows our customer-authorized access practices.

Privacy Requests Concerning Files.com's Business Records

Files.com handles requests concerning personal information held for our own business purposes, such as prospect contact information, registration and billing records, and support correspondence. Send these requests to privacy@files.com.

We respond as required by applicable law and our Privacy Policy. The response depends on the information involved and the requester's relationship to it. For example, removing a marketing contact differs from deleting records needed to provide an active customer's service.

Files.com retains records that must be kept for legal, billing, or security purposes. Our retention and account-closure practices describe those boundaries separately from the individual's request.

Government Requests

Government and law-enforcement demands for customer information are rare. Every such request goes to Files.com's in-house counsel before a response or disclosure.

Counsel confirms that Files.com is the correct recipient and reviews the requester's identity and authority, jurisdiction, legal process, service of the request, and the information sought. Legal process does not make every requested item proper; counsel checks whether the demand is enforceable and whether its scope is supported by the stated authority.

Files.com does not disclose customer information in response to an informal or unsupported request. We respond as required by law and limit disclosure to what the law requires. Legal coordinates the response and any necessary internal collection or disclosure work.

Customer Notification

Files.com may notify the affected customer when the law permits it. Some demands prohibit notice or require it to be delayed. In-house counsel determines whether notification is permitted, when it may be sent, and what it may contain.