Version: 1.0 · Effective: April 2026 · Last updated: 3 July 2026

In short: We do not look at your project files unless you ask us to for support and explicitly authorize it. When you do, access is limited, logged, used only to fix your issue, and revocable at any time.

This Support Access Consent Policy ("Policy") governs how HydroBoa may access user project files, models, and related data when providing technical support. It supplements the HydroBoa Terms of Service and Privacy Policy, and is the single source of truth for support-file access.

1. Purpose

HydroBoa provides technical support to help you diagnose and resolve software bugs, simulation failures, runtime errors, data corruption, cloud execution issues, model conversion issues, interoperability problems, and performance issues.

To provide effective support, limited access to your files is sometimes required.

2. Default Privacy Principle

HydroBoa personnel do not access your files by default. Your files remain private unless you explicitly authorize access. No proactive inspection, monitoring, or manual review of your project files is performed outside authorized support workflows.

HydroBoa may access your files only when all of the following are met:

A. User-Initiated Request

You open a support request for debugging, troubleshooting, bug fixing, recovery assistance, or technical investigation.

B. Clear Authorization

You explicitly authorize HydroBoa to inspect specific files, projects, logs, or datasets. Authorization may be given through a support ticket, written email confirmation, an in-platform support consent prompt, or an enterprise support channel. Silence or implied permission does not constitute authorization.

C. Necessary Scope

Access must be necessary to investigate or resolve the reported issue, and HydroBoa will limit access to the smallest practical scope. Where possible, we will request a minimal reproducible example, a reduced dataset, an isolated project package, or specific logs only, instead of your full project environment.

4. Permitted Use of Accessed Files

Files accessed under this Policy may be used only to reproduce bugs, diagnose failures, test fixes, validate corrections, and investigate runtime behavior.

HydroBoa will not use accessed files for commercial reuse, product marketing, training AI models, research publication, competitive analysis, or unrelated internal development, without your separate written permission.

5. Access Restrictions

Authorized access is limited to assigned support engineers, authorized technical personnel, and security-cleared internal staff where required. Access is controlled through internal permissions and logging, and HydroBoa maintains access-accountability records where feasible.

6. Temporary Access Duration

Support access is temporary. HydroBoa will retain accessed copies only as long as reasonably necessary, delete temporary support copies after the issue is resolved (unless retention is required by law or requested by you), and revoke internal access once support concludes. Your original project ownership is unaffected.

7. Confidentiality

All accessed materials are treated as confidential. Personnel handling support cases are bound by internal confidentiality obligations. Enterprise users may additionally require NDAs or custom confidentiality agreements.

8. Sensitive or Restricted Data

You should avoid submitting legally restricted data, classified infrastructure data, personally regulated data, or third-party confidential datasets unless necessary and authorized. You remain responsible for ensuring you have the legal right to share submitted materials.

9. Refusal of Access

You may refuse file access. However, HydroBoa may be unable to fully diagnose certain issues without sufficient technical information, and alternative troubleshooting methods will be offered where possible.

You may revoke support access consent at any time by notifying HydroBoa at support@hydroboa.com. Revocation may limit HydroBoa's ability to continue investigating the issue. HydroBoa will cease further file inspection upon revocation, subject to operational or legal obligations.

11. Policy Hierarchy

If this Policy conflicts with an enterprise agreement, an NDA, or a custom support contract, those agreements take precedence where applicable. For general order of precedence across the HydroBoa policy suite, see Terms of Service, Section 1A.

12. Contact

For support-access questions:

HydroBoa — Support Email: support@hydroboa.com Website: https://hydroboa.com

By authorizing HydroBoa to access project files for support, you acknowledge and agree to this Policy.

HydroBoa Support Access Consent Policy