Switching and exit

Switching and exit

How a customer leaves Responsemate, takes its data with it and moves to another provider or to its own systems

Last updated: 16 October 2026. Published at responsemate.dk/legal/switching, as Articles 26 and 28 of the EU Data Act (Regulation (EU) 2023/2854) require of a provider of a data processing service. The contractual rights behind this page are in clause 11 of the Terms of Service and clauses 3.5 to 3.8 of the Customer Agreement.

1. The short version

• You can leave at any time at the end of your subscription period, with at most 2 months' notice, and move to another provider or to your own systems.
• Everything you put into Responsemate and everything it produced for you comes out again, in open formats, through the product or on request, at no charge.
• You have 30 days of transition in which the workspace keeps working and the export is available, extendable once by you, and 30 more days to retrieve the export after that. Then we delete the workspace and confirm it in writing.
• No switching fee, no early-termination fee, no charge for the export or the deletion.

2. Notice and the transition period

2.1 Notice of non-renewal or of switching is given by e-mail from a workspace administrator to mail@responsemate.dk, or through the Customer Agreement's notice provision. The maximum notice period is 2 months; a shorter period applies where your contract says so (the Terms say 1 month for a monthly subscription).

2.2 From the end of the subscription a transition period of 30 days runs. During it the workspace stays readable, the export functions in the product keep working and Responsemate delivers a complete machine-readable export on request within 10 business days. You may extend the transition once, by telling us before it ends, for the time you need to complete the switch.

2.3 If a switch cannot be completed in 30 days for technical reasons on our side, we tell you within 14 working days of your notice, explain why, and propose a transition period that is as short as possible and in any case at most 7 months.

2.4 After the transition period a retrieval period of 30 days follows in which the export remains available for download. The workspace itself is no longer in use. At the end of the retrieval period, or earlier on your written instruction, we delete the workspace's database, its file-storage bucket and its search index within 30 days and confirm the deletion in writing. Backup copies are overwritten as the snapshots rotate, within 35 days for the short-term snapshots and within 12 months for the monthly and yearly ones (Data Processing Agreement, Appendix C.4).

2.5 You may also switch while a subscription is running: the same export is available at any time from the product, and the Customer Agreement says whether fees for the remaining period are refunded.

3. What you get, and in which formats

3.1 The complete export is a single archive (`.zip`) that holds one JSON file per collection of the workspace's database in its stored form, every file in the workspace's storage bucket under its original name, and a manifest that lists what is inside and when it was taken. It is produced by Responsemate's export tooling (`npm run tenant:export`) and handed over through a download link that expires after 30 days, or by another secure means you ask for.

3.2 Not exported: the vector embeddings that power search and knowledge matching. They are numerical representations tied to the AI provider and model that made them and are useless to another system; they are regenerated from your text by whatever system you move to. Responsemate's own prompts, software and configuration are not part of your data.

3.3 Trade secrets. Your content (questionnaires, answers, knowledge base, files) is your trade secret and leaves with you in full; nothing is held back or redacted. Responsemate's prompts, software, model configuration and the way it ranks and scores answers are Responsemate's trade secrets and are not exported. Nothing in your export is encrypted in a way that needs a key from us.

3.4 Interoperability. The formats above are open and documented (Office Open XML for Excel and Word, JSON for records, the original file types for files). Field names in the JSON follow the product's own data model and are listed in the manifest. On request we answer questions about the structure for 8 hours at no charge, as the Data Processing Agreement's assistance clause provides.

4. Charges

4.1 There are no switching charges, no early-termination charges and no data-egress charges. The export in the product, the complete export, the transition and retrieval periods and the deletion are free. This has been so since 16 October 2026 (Article 29 of the Data Act requires it from 12 January 2027; we chose not to wait).

4.2 Fees for the subscription period already invoiced remain payable as the Customer Agreement says; nothing is added for leaving.

5. Where the Service runs and who could reach your data (Article 28)

5.1 The jurisdictions whose law governs the infrastructure. The Responsemate platform runs on infrastructure located in the European Union, operated by the companies listed in the Sub-processor list, each under the law of the place where its data centre stands and the law of its contracting entity:

5.2 Third-country government access. Four operators (DigitalOcean, Cloudflare, Sentry's parent, OpenAI) are US companies. US law (including the CLOUD Act) can in principle oblige a US company to disclose data it holds or controls, wherever stored. The measures against unlawful access, that is access that conflicts with EU or member-state law, are:

• data stays in EU data centres (Amsterdam, Stockholm, Dublin, Paris, Frankfurt); the US operators hold no copy of the workspace content outside the EU, except OpenAI's transient processing of excerpts and dictated recordings while a workspace uses the fallback provider;
• encryption in transit (TLS 1.2 or higher) and at rest (AES-256), with stored API keys and integration secrets encrypted at field level under a key held only in the production environment;
• the customer can remove the fallback AI transfer entirely by connecting an EU-hosted provider with its own key, and Responsemate will offer an EU-hosted default when one of equivalent capability is available;
• transfers that do happen rest on the EU-US Data Privacy Framework and the European Commission's Standard Contractual Clauses in each operator's data processing agreement, with the operators' published commitments to challenge requests that are not lawful and to notify the customer where the law allows;
• Responsemate commits, for any request for a customer's data that it receives itself, to disclose only what a binding order requires, to challenge a request that it considers unlawful under EU law, and to inform the customer before complying unless the law forbids it.

5.3 The Sub-processor list and the Data Processing Agreement (Appendix B, C.5 and C.6) carry the detail and are updated first when any of this changes; customers are told at least 30 days before a sub-processor is added or replaced.

6. Who to contact

Switching, export and deletion requests: mail@responsemate.dk, or your workspace administrator writes to the same address from the product. Acknowledged within 2 business days. The person handling it is one of Responsemate's two founders.

7. Change history