7. Frequently asked questions

Business and technical questions we hear most often during beta onboarding.

Accounts and access

How do I reset my password? Click Forgot password at id.eworks.cloud; the link lasts 30 minutes and works once. If your company uses corporate SSO, your password lives with your identity provider — reset it there. Better still, register a passkey and stop having a password at all. See SSO setup.

Can I use my corporate SSO (Okta, Entra ID)? Yes. Any OIDC-compliant provider works, plus SAML 2.0 for older deployments — Okta, Entra ID, Auth0, Keycloak, Google Workspace, and PingFederate are in production with beta customers. Add SCIM 2.0 for automatic joiner/mover/leaver handling and group-to-role mapping. Setup is under Settings → Authentication; see e.identity.

What happens when someone leaves the company? Remove them from Settings → Members, or let SCIM do it. Their sessions and tokens are revoked on the next request, agents they own are reassigned to an Admin, and the removal is logged. See team management.

Models and capabilities

What models are available? Can I add my own? Claude, GPT, and Gemini families are available out of the box, and Auto routes each request to the cheapest model that can handle it. You can register your own: self-hosted Ollama or vLLM endpoints, Azure OpenAI deployments, or Bedrock, under Settings → Models. Bring-your-own-key is supported, in which case those calls bill to your provider account and still appear in your audit trail.

Can the models see my data? Only what you ground them in. Nothing you send is used to train any model — that's contractual with our providers, and self-hosted models never leave your network at all.

Cost and commercials

How much does it cost per user per month? Beta workspaces are free, capped by fair-use rate limits. At general availability, pricing is per active user per month plus metered model usage; every token is already priced and attributed today in e.dash and the audit trail, so you can see your real number before you commit. Talk to sales for volume and committed-use terms.

Can I set spending limits? Yes — per workspace and per agent, under Settings → Budgets. Alerts fire at configurable thresholds, and a hard cap stops new runs rather than surprising you at the end of the month.

Data, retention, and privacy

How long are chats and audit logs kept? Chats and agent runs: kept until deleted, with an optional auto-expiry policy per workspace. Agent memory: 30 days by default. Audit events: 7 years, immutable, to satisfy SOC 2. See audit and compliance.

Can I export all my data? Yes, and without asking us. Conversations export as PDF, JSON, or Markdown; audit events as signed CSV or JSON; a full DSAR bundle as a ZIP covering one person's profile, chats, runs, audit events, and costs. Everything available in the UI is also on the REST API.

What happens if I delete a message? The content is removed from the conversation and from search indexes, and purged from backups on the normal backup rotation (35 days). The audit record that a message existed and was deleted, by whom and when, remains — that record is what makes the deletion provable, and it contains no message content.

How is data encrypted at rest and in transit? In transit: TLS 1.3, HSTS, modern ciphers only. At rest: AES-256 with keys managed in an HSM-backed KMS and rotated annually. Every workspace's data is isolated by tenant at the storage layer, and secrets such as connector credentials are sealed separately from application data. Customer-managed keys are on the roadmap for enterprise plans.

Where is my data stored? Choose EU or US residency when the workspace is created. Data, including backups, stays in that region; residency is enforced in e.gateway for anything you sync in.

Reliability and support

Do you offer SLAs? Beta runs on best-effort with a published status page. General availability brings a 99.9% monthly uptime SLA on the platform APIs, with credits, and 99.5% on scheduled agent execution. Model-provider incidents are handled by automatic failover through Auto routing.

What support channels are available? Email support@eworks.cloud for anything, security@eworks.cloud for vulnerability reports, and the shared Slack channel your account team set up during beta. Status and incident history: status.eworks.cloud. Beta reports are triaged within one business day; include the correlation ID from the audit event and we can go straight to the request.

Something isn't working and it isn't in this FAQ. Each guide ends with a troubleshooting section for its own step: sign-in, members, chat, agents, audit.

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