Account & Data Deletion
User accounts within a Customer's ServeLynx environment are created, managed, and controlled by that Customer's authorized administrators. Gennex generally processes information contained in the Customer's ServeLynx environment on behalf of the Customer and in accordance with the Customer's instructions and applicable agreements.
How to request deletion
Contact your organization's ServeLynx administrator. Ask your employer, company, or organization's authorized ServeLynx administrator to delete your user account from its ServeLynx environment.
Submit a request to Gennex when necessary. If you cannot identify or contact your ServeLynx administrator, email [email protected] with the subject line "ServeLynx Deletion Request."
Include the following information:
- your full name;
- the email address associated with your ServeLynx account;
- the name of the company or organization that provided your account;
- a general description of the information or account you want deleted; and
- information reasonably necessary to identify the applicable Customer environment.
Do not send passwords, Social Security numbers, government identification documents, full payment-card information, medical information, or other sensitive information by email.
Verification and Customer involvement. Gennex may take reasonable steps to verify your identity, account information, and relationship with the applicable Customer. Because the Customer generally controls the account and Customer Data, Gennex may forward the request to the Customer, direct you to the Customer's administrator, or assist the Customer with completing the request.
Except where required by applicable law, Gennex will not independently delete Customer Data from a Customer-controlled ServeLynx environment without authorization from that Customer or another person legally authorized to provide the instruction.
User account deletion
Deleting a user account may include removing the user's ability to log in and deleting or anonymizing account information such as:
- username and login credentials;
- profile information and profile photograph;
- personal contact information;
- mobile authentication information; and
- device or notification information associated specifically with the user account.
The exact information deleted or anonymized depends on the Customer's instructions and configuration, available system functionality, applicable law, and the Customer agreement.
Account deletion is different from temporary suspension or deactivation. A deactivated or suspended account may remain stored in the Customer environment but cannot be used to access the Service.
Business records associated with a user
Deleting a user account does not necessarily delete business records created, entered, approved, signed, assigned, or processed by that user. The Customer may need or be permitted to retain those records for operational, contractual, employment, payroll, tax, accounting, warranty, safety, audit, fraud-prevention, dispute-resolution, or legal purposes.
Retained business records may include:
- service calls, appointments, customers, locations, assets, and service history;
- quotes, invoices, payments, refunds, transaction records, and accounting entries;
- time clock entries, work sessions, technician assignments, and job histories;
- GPS timestamps and work-related location records associated with clock, travel, job, or audit events;
- inspection forms, service reports, photos, signatures, and uploaded documents;
- inventory, purchasing, contracts, and warranty records;
- communications, delivery records, consent or opt-out records, audit logs, and security logs; and
- records subject to a legal hold, investigation, dispute, regulatory requirement, or other lawful retention obligation.
Where reasonably supported by the Service and directed by the Customer, information identifying the deleted user may be removed, anonymized, or replaced with a designation such as "Deleted User" while the underlying business record is retained.
Information controlled directly by Gennex
Gennex may separately control limited information collected through its own business relationship with users or Customers, including:
- demo, contact, and sales requests;
- Gennex support communications;
- subscription and billing contacts;
- security and access records;
- legal, compliance, and privacy-request correspondence; and
- Gennex marketing preferences.
Requests concerning information controlled directly by Gennex may be submitted to [email protected]. Gennex will process verified requests as required by applicable law, subject to lawful retention exceptions.
Information that may be retained
The Customer or Gennex may retain information when reasonably necessary or legally permitted for:
- tax, billing, accounting, payroll, wage, employment, warranty, and service-history recordkeeping;
- security, authentication, audit, system integrity, and fraud prevention;
- legal claims, disputes, investigations, court orders, subpoenas, governmental requests, or legal holds;
- enforcing contracts and protecting legal rights;
- documenting privacy requests, consent records, and communication opt-outs; and
- backup and disaster-recovery operations.
Information retained for these purposes remains subject to applicable contractual, privacy, confidentiality, and security obligations.
Customer subscription termination
Deletion of an individual user account is different from termination of the Customer's entire ServeLynx subscription. Following termination or expiration of a Customer subscription, Customer Data may remain available for export for up to thirty (30) days, unless a different written agreement applies. After the applicable export period, Gennex may delete or disable access to Customer Data in production systems.
Backup copies may remain until deleted or overwritten through Gennex's ordinary backup-rotation process or for a longer period where retention is required for legal, security, fraud-prevention, tax, accounting, dispute-resolution, or contractual purposes.
Processing time
Gennex and the applicable Customer will process verified deletion requests within the period required by applicable law and the applicable Customer agreement. Processing may require additional time where:
- the request cannot be reasonably verified;
- the request must be referred to the Customer that controls the information;
- the request involves multiple records, users, or systems;
- information must be retained for a lawful purpose;
- the request affects records belonging to other individuals or organizations; or
- applicable law permits an extension.
Gennex may notify the requester when the request has been completed, referred to the applicable Customer, denied, or limited because of a lawful retention requirement.