Question 1

Where is my recording data actually stored?

Accepted Answer

In your own cloud account — your S3 bucket, Azure container, or GCS bucket — never in a tenant Arkivo owns. The control plane reads and writes against storage you control, so your audio never leaves your environment and you can see every object in your bucket directly.

Question 2

Which clouds and storage backends do you support?

Accepted Answer

AWS S3, Azure Blob Storage, and Google Cloud Storage natively, plus private cloud and on-prem deployments. Anything S3-compatible — MinIO, Wasabi, Ceph, and similar — works as a target. You choose the region and storage tier that fit your residency and cost needs.

Question 3

Is Arkivo HIPAA, GDPR, and PCI compliant?

Accepted Answer

Arkivo is built to support each of these regimes: data stays in your tenant and region, access is role-scoped, and every action is recorded in an immutable audit log. Because your data resides in your cloud under your accounts and agreements, you keep your existing BAAs, DPAs, and PCI scope intact rather than extending them to a third party.

Question 4

Can we use our own encryption keys?

Accepted Answer

Yes. Arkivo works with customer-managed keys through AWS KMS, Azure Key Vault, and GCP Cloud KMS, including your own CMKs. Data is encrypted in transit and at rest, and because the keys live in your cloud, you can rotate or revoke access on your own terms at any time.

Question 5

Does your AI send our recordings or PHI to an external model?

Accepted Answer

Never. All AI — transcription, sentiment, automated QA scoring, and redaction — runs on models deployed inside your own environment. No recording, transcript, or prompt is ever transmitted to a third-party or proprietary model provider for inference, logging, or training. Your PHI and PII stay entirely within your compliance boundary, so there is no exposure and no data used to improve someone else's model.

Question 6

What AI can Arkivo do, and can we use our own models?

Accepted Answer

Privately and in-tenant: speech-to-text transcription with speaker diarization, per-call sentiment, automated QA scoring against your scorecards, rating and ranking of recordings to surface coaching opportunities and compliance risk, automatic PII/PHI redaction, topic and intent detection, and call summaries. You can run open-weight models such as Llama, Mistral, and Whisper-class ASR, bring your own fine-tuned models, or plug in your existing inference stack — with no lock-in to any model vendor.

Question 7

How does migration work, and is it safe?

Accepted Answer

Migration is byte-verified end to end. Arkivo discovers recordings at the source, transfers them to your storage, and validates each file with a checksum against the original before it counts as migrated. Nothing is ever deleted at the source until it is verified present and intact in your cloud — so there is no window where a recording can be lost.

Question 8

Do you support SSO, SAML, SCIM, and MFA?

Accepted Answer

Yes. Arkivo integrates with your identity provider over SAML and OIDC for single sign-on, supports SCIM for automated user and group provisioning and deprovisioning, and enforces MFA through your IdP. Roles and data scopes map onto the groups you already manage centrally.

Question 9

Can we self-host or run fully air-gapped?

Accepted Answer

Yes. Beyond managed deployment, Arkivo can run in your own private cloud or data center, including air-gapped environments with no outbound internet access. This is a common fit for government, defense, and highly regulated operations that require full physical and network control.

Question 10

What happens to recordings on legal hold?

Accepted Answer

A legal hold overrides retention everywhere it applies — held interactions cannot be deleted, expired, or redacted while the matter is active, regardless of any retention policy. Every hold, release, and access event is captured in the audit log so you can demonstrate defensible, consistent preservation during e-discovery.

Question 11

How long does a migration take?

Accepted Answer

It depends on volume, the source platform's export throughput, and your network — which is exactly what we scope during an upfront assessment. You get a defined timeline and success criteria before work begins, and live job progress through discovery, transfer, verification, and reconciliation while it runs.

Question 12

Can we white-label Arkivo for our own clients?

Accepted Answer

Yes. On Enterprise plans you can re-skin the entire application — name, colors, and logo — per tenant, and present Arkivo as your own product. Combined with strict per-tenant isolation, this is purpose-built for BPOs and outsourcers running archives on behalf of multiple clients.

Question 13

Do you offer professional services?

Accepted Answer

Yes. Migration and deployment are delivered as expert-led, fixed-scope engagements covering source connector setup, byte-verified transfer, and cloud, private, or on-prem rollout. Enterprise customers can also add managed operations and ongoing support backed by an SLA.

Question 14

How does pricing work?

Accepted Answer

Arkivo charges for the control plane as an annual subscription and for migration or deployment as fixed-scope professional services. Storage is billed directly by your own cloud provider at their rates — never marked up by us — which keeps your single largest cost yours, at cloud pricing.

Question 15

What about NICE and Genesys API limits and export fees?

Accepted Answer

Source platforms throttle exports and may charge for egress. Arkivo paces transfers to stay within API rate limits, retries safely, and surfaces usage as a migration runs so there are no surprises. We plan the export window with you during assessment to control both pace and cost.

Question 16

If we ever leave Arkivo, can we take our data?

Accepted Answer

There is nothing to take back — your recordings already live in your cloud, in your own bucket, in an open and documented layout. You retain full portability with no lock-in: even without Arkivo, your audio, metadata, and transcripts remain yours, in your tenant, under your control.

Frequently asked questions

Everything your security and compliance teams will ask

Own your recordings. Keep the experience.