This page explains how to close a Tracemark account and what happens to the data. There are two cases: a single user leaving a customer organisation, and a customer organisation leaving Tracemark.
Removing a single user
A customer’s administrator can deactivate a user at any time, which ends that user’s access immediately. If you are a user and want your account closed, ask your organisation’s administrator, or write to support@vespera-org.com and we will contact the administrator for you.
Because approved figures and the audit trail cannot be altered, the user’s name remains attached to the actions already recorded, for as long as the customer’s data is held. That record is what allows an auditor to see who approved each number.
Closing a customer organisation
An authorised person at the customer writes to support@vespera-org.com from the organisation’s registered contact address, using the subject Account deletion request. We confirm the request with the customer before acting on it.
- We confirm the request and the date the subscription ends.
- The customer has 30 days after that date to export its data and evidence.
- We then delete the customer’s data, evidence documents and user accounts from the active service.
- Backups containing the data are cleared within a further 30 days.
What we keep
Invoices and the commercial records the law requires us to keep for tax and accounting, and the correspondence needed to show that the deletion was requested and carried out.
Before you ask
Deletion is permanent. Once the customer’s data is deleted, the lineage and audit trail behind its past disclosures can no longer be produced from Tracemark, so export what your auditors may need first.