Common Questions
Where does our data actually live?
On the appliance at your facility. Conversations, memory, files, wiki, personality, and schedules are stored on hardware you physically control. The only copies elsewhere are your encrypted backups, in the cloud region(s) you chose. Full detail: Security & privacy.
Is our data used to train AI models?
No. Model requests are processed to answer them, not to train on them, under your facility's AI Models & Access arrangements.
What happens if the power goes out?
Nothing dramatic. The device shuts off, and when power returns it boots, reconnects, and carries on — no one needs to touch it. Backups run hourly, so even a failure during an outage costs at most an hour of state. Scheduled automations that fell inside the outage are missed (not queued); everything else resumes. Put the device on a UPS if outages are common — see placement guidance.
What happens if our internet goes down?
On-site you can still reach the agent over the local network, though it can't call AI models or Performance Hub data until connectivity returns. Backups and notifications queue and resume automatically. See How it works.
What does it cost to run?
The agent's thinking is metered against your facility's AI account — you control the ceiling with per-agent spend caps (daily, monthly, lifetime). Backup storage counts toward your subscription's storage usage, kept small by deduplication and your retention setting. Power draw of the fanless appliance is trivial.
Do updates interrupt the agent? Will they change its behaviour?
Updates are staged automatically but apply only when you choose — Update now, or a scheduled time like 2 AM. The agent restarts briefly during the update. Its data — memory, files, conversations, personality, skills — is untouched; updates change the software, not your agent's accumulated life. See Software updates.
Can we move the device to another site?
Yes — Move to another facility (drawer, Configuration → Actions) re-registers it under another facility in your organisation. Note that backup history and the AI spend key stay with the original facility; the new facility starts fresh on both. For a permanent relocation of the agent rather than the hardware, consider pairing a device at the new site and seeding it from a backup instead.
The hardware died. Have we lost the agent?
No. Backups live in the cloud and remain browsable and downloadable even with the device dead. Replace this device stands a new unit up from the old one's latest backup — name, settings, access, memory, files, everything — typically losing at most an hour. See Restore & recovery.
Can several staff use the agent at once? Does it know who's who?
Yes and yes. The agent is shared by default across your organisation (restrictable), and every message carries the sender's Performance Hub identity — it knows who it's talking to, and notifications go to the right person.
Can we have more than one agent?
Yes — facilities can run multiple devices, switched between via the header dropdown. Each agent is fully independent: its own memory, files, personality, backups, and budgets.
What can the agent see in Performance Hub?
Exactly what you grant it — scope (facility, region, organisation) and capabilities (all, selected, or all-except modules, down to individual tools). The grant is enforced centrally and revocable in one click. See Connecting to Performance Hub.
Can Performance Hub staff read our conversations?
Support staff can open the agent only while Performance Hub support access is enabled — it's on by default to make support fast, and you can turn it off, after which support must request access like anyone else. Operational telemetry (health, versions, backup metadata) is visible to run the service; conversations aren't warehoused. See Security & privacy.
How do we start over with a fresh agent?
Take a backup (in case you regret it), then use Remove & reset device — the device is erased to its out-of-box state and can be paired again as brand new. Old backups survive under your retention policy, so "fresh start" is reversible via Start from a backup. See Removing a device.
We already have an AI assistant elsewhere. Can we bring its history?
Yes — the built-in migration skill moves chat history, memory, files, skills, and schedules across in one guided conversation. See Migrating to your agent.
Why does my browser ask about "local network access"?
That's the module trying the fastest connection path — directly to the device over your LAN. Allow it for the quickest experience, or decline and the cloud path is used automatically. Either way everything works. See Troubleshooting.