Privacy
Privacy Policy
Effective 2026-10-14 · Applies to the Marlow Chrome extension, instancegenie.ai, and the InstanceGenie admin console. Technical detail lives on the Security & Trust page.
Who we are
InstanceGenie ("we") provides Marlow, an AI assistant for ServiceNow. For organizations that subscribe, we act as a processor of the personal data in prompts and tool results on the organization's instructions; the organization is the controller. For account data (your email, name and sign-in identity) we are the controller.
What we collect
| Category | Examples | Why | Retention |
|---|---|---|---|
| Account | Email, display name, Google account identifier, role, organization | Sign-in, access control, billing | Life of the account + 30 days |
| Organization settings | Model policy, write guards, budgets, allowed hosts, branding | Enforce your admins' policy | Life of the subscription |
| Provider keys | Your AI-provider API key (encrypted) | Make model calls on your behalf | Until you remove it |
| Usage events | Timestamp, model, token counts, tool names, cost estimate | Budgets, dashboards, billing | 13 months |
| Outcome events | Outcome class, duration, record/table identifiers | Show organizations what Marlow achieved | 13 months |
| Conversation memory (opt-in) | A short summary of a conversation | Let Marlow recall your prior work | 30 / 60 / 90 days (admin-set); deletable by you |
| Gap reports | Reports you choose to file, with identifiers redacted | Fix defects; tell you when shipped | Until resolved + 12 months |
| Audit log | Admin actions | Accountability | 24 months |
What we do not collect
- Your conversations with Marlow (they stay in your browser profile).
- The contents of ServiceNow records Marlow reads or writes.
- Your ServiceNow password or session.
- Files you share or attach, or screenshots.
- Browsing activity outside ServiceNow tabs.
How prompts are processed
When you send a message, the extension transmits it (with any tool results your ServiceNow session returned) through our servers to the AI provider your organization configured. We relay it and do not store it. The provider processes it under its own terms; see sub-processors. We do not use your data to train models, and we do not sell personal data.
Your rights
You can view and delete your conversation memories in Marlow Settings, delete conversations from your browser at any time, and revoke optional Chrome permissions. Organization admins can export or delete organization data and close the account by contacting privacy@instancegenie.ai. If you are in the EU/UK, you have rights of access, rectification, erasure, restriction, portability and objection; contact us to exercise them. A Data Processing Addendum is available on request.
Cookies
The admin console uses a session cookie (HttpOnly, Secure, SameSite) for sign-in. The extension uses a session token stored in extension storage. We do not use advertising or cross-site tracking cookies.
Changes
We will post changes here and, for material changes, notify organization admins by email.