Metricus
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Data Security & Architecture Statement

How Process Advisor handles workflow data, AI scope controls, anonymisation, storage, entitlement checks and related security principles.

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Last updated: 1 June 2026

Metricus Process Advisor is designed to help organisations analyse workflow and service-management data from platforms such as Jira and ServiceNow. The app uses process mining, analytics, and optional AI-assisted advisory functionality to identify delays, rework, process variation, automation opportunities, and improvement actions.

Because Process Advisor works with operational workflow data, Metricus treats data security, data minimisation, customer control, and clear architecture boundaries as core product requirements.

This statement explains how the Process Advisor app accesses, processes, scopes, and protects customer workflow data.

1. Core security position

For the Jira and ServiceNow versions of Process Advisor, customer workflow data is processed within the customer’s authorised platform environment.

Process Advisor is designed so that workflow datasets do not need to be copied to Metricus infrastructure for normal app operation. The app analyses the selected Jira or ServiceNow data to generate process metrics, evidence views, process maps, findings, recommendations, and advisory outputs.

Where AI-assisted functionality is used, selected information may be included in prompts sent to an AI provider for the purpose of generating the requested output. Customers can control and reduce the information included in AI prompts using Process Advisor’s Dataset AI Privacy, anonymisation, and AI Report Scope controls.

These controls allow customers to exclude fields from AI processing, anonymise selected values, limit sample items, exclude specific work items, and remove variants or transition paths that should not influence the generated content.

2. Our security principles

  • Customer-controlled access: Process Advisor only accesses Jira, ServiceNow, or related customer systems where access has been authorised by the customer or an authorised user.
  • In-instance processing by default: For the Jira and ServiceNow app versions, workflow datasets are analysed within the customer’s authorised platform environment. Customer workflow data does not need to be copied to Metricus infrastructure for normal app operation.
  • Purpose-limited processing: Customer data is processed only to provide Process Advisor functionality, including workflow analysis, process mining, reporting, AI-assisted advisory outputs where enabled, and licensing or entitlement checks.
  • Data minimisation: Process Advisor aims to process only the data needed to perform the selected assessment and generate the requested outputs.
  • Customer control over AI inputs: Customers can configure which fields, values, variants, paths, and work items are included or excluded before AI content is generated.
  • Separation of data types: Customer workflow data, derived assessment outputs, billing information, licensing keys, and authentication data are handled as separate categories of information.
  • No resale of customer data: Metricus does not sell customer workflow data, assessment data, or derived process analysis data.
  • No advertising use: Customer workflow data is not used for advertising, ad targeting, or unrelated marketing profiling.
  • Controlled AI usage: Where AI functionality is used, customer data is used only to generate the requested analysis or advisory output, unless otherwise agreed in writing.

3. Product architecture overview

Process Advisor may operate in different deployment and commercial modes depending on the customer’s platform and licence type.

3.1 Jira / Atlassian Forge app

For Jira customers using the Atlassian Forge version of Process Advisor:

  • the application is installed into the customer’s Atlassian environment;
  • access to Jira data is governed by the permissions approved during installation;
  • workflow data is analysed for process mining, metrics, evidence views, dataset review, and AI-assisted advisory outputs;
  • customer workflow datasets do not need to be transferred to Metricus infrastructure for normal app operation;
  • licensing and entitlement checks may communicate with Metricus services to validate subscription or assessment-credit access;
  • billing and entitlement data is kept separate from Jira workflow data.

3.2 ServiceNow app

For ServiceNow customers using the ServiceNow version of Process Advisor:

  • the application runs against the customer’s authorised ServiceNow instance;
  • access to ServiceNow data is governed by the permissions and configuration approved by the customer;
  • Process Advisor may analyse task, event, SLA, and workflow-related data for assessment and advisory purposes;
  • customer workflow datasets do not need to be transferred to Metricus infrastructure for normal app operation;
  • licensing and entitlement checks may communicate with Metricus services to validate subscription or assessment-credit access;
  • billing and entitlement data is kept separate from ServiceNow workflow data.

4. Dataset AI Privacy and anonymisation controls

Process Advisor includes Dataset AI Privacy controls that allow customers to decide how selected dataset fields are treated before AI-assisted content is generated.

For each selected attribute, customers may choose options such as:

  • Normal — the field may be included in AI context where relevant;
  • Exclude from AI — the field is removed from AI prompts entirely;
  • Anonymize in AI — field values are replaced with pseudonyms before being included in AI prompts.

Process Advisor may also provide a general option to anonymize person-related data before it is used in AI-assisted analysis.

These controls are intended to help customers reduce exposure of sensitive, personal, or unnecessary information while still allowing useful advisory outputs to be generated.

Examples of fields customers may choose to exclude or anonymize include:

  • assignment group;
  • priority;
  • user, assignee, requester, owner, or resolver fields;
  • team or department fields;
  • customer or organisation identifiers;
  • free-text fields where enabled;
  • any other configured attributes that the customer does not want included in AI prompts.

Where anonymisation is selected, Process Advisor replaces values with pseudonyms for the purpose of AI processing. Customers should still review selected fields and report scope before generating AI content.

5. AI Report Scope controls

Process Advisor includes AI Report Scope controls that allow customers to refine the evidence included before AI content is generated.

These controls may allow customers to:

  • turn the defined AI scope on or off;
  • add additional report instructions;
  • limit the number of sample work items sent to AI;
  • exclude specific variants;
  • exclude specific transition paths;
  • exclude specific field values;
  • exclude specific work items or known exceptions;
  • remove one-off, test, migrated, or non-representative records from AI evidence.

This allows customers to ensure that AI-generated content is based on relevant and appropriate evidence.

For example, a customer may choose to exclude:

  • test tickets;
  • migrated records;
  • simple direct-open-to-resolved cases;
  • known operational exceptions;
  • non-standard workflow variants;
  • sensitive work item keys;
  • transition paths that should not influence the final advisory report.

AI Report Scope controls are designed to improve both privacy and report quality by reducing irrelevant or inappropriate evidence before prompts are built.

6. Categories of data processed

6.1 Customer platform data

This may include workflow or process-related data from Jira or ServiceNow, such as:

  • issue, task, ticket, request, incident, problem, or change identifiers;
  • workflow status history;
  • timestamps and activity events;
  • assignment or ownership fields;
  • priority, category, type, project, queue, or service-related fields;
  • SLA-related records where applicable;
  • process variants, throughput times, waiting times, rework patterns, and bottleneck indicators.

The exact fields processed depend on the customer’s platform, configuration, permissions, selected dataset, and assessment scope.

For the Jira and ServiceNow app versions, this data is analysed within the customer’s authorised platform environment and does not need to be stored by Metricus for normal app operation.

6.2 Derived assessment data

Process Advisor may generate derived outputs, including:

  • process metrics;
  • activity metrics;
  • process maps;
  • bottleneck analysis;
  • SLA analysis;
  • findings and recommendations;
  • AI-assisted advisory outputs;
  • automation opportunities;
  • framework assessments;
  • advisor reports.

These outputs are created from the customer’s workflow data and are treated as customer-related assessment data.

6.3 Billing and entitlement data

Metricus may store data required to manage access and licensing, including:

  • customer account details;
  • product or plan purchased;
  • assessment-credit balances;
  • subscription status;
  • instance, domain, or client-slot entitlements;
  • public integration keys;
  • private instance keys;
  • Stripe customer and checkout references.

This data is used to control access to paid functionality and confirm the customer’s entitlement to use Process Advisor.

Billing and entitlement data does not require Metricus to store customer workflow datasets.

6.4 Authentication and account data

Where customers use Metricus account or billing services, Metricus may process login and account data, including:

  • user name;
  • email address;
  • organisation name;
  • OAuth login provider details;
  • session and access metadata.

OAuth credentials are used for authentication and are not sold or shared for advertising purposes.

6.5 AI prompt and response data

Where AI-assisted functionality is used, selected customer data, derived metrics, findings, or user-entered prompts may be used to generate AI prompts.

Before AI content is generated, customers may use Dataset AI Privacy and AI Report Scope controls to reduce, exclude, anonymize, or refine the information included.

AI functionality may be used for:

  • advisory reports;
  • execution strategy;
  • AI opportunity analysis;
  • automation pack suggestions;
  • framework assessments;
  • question-and-answer functionality;
  • improvement recommendations.

Metricus aims to limit AI input to the information reasonably required to generate the requested advisory output.

7. AI processing and customer data

Process Advisor uses AI to assist with analysis and advisory content. AI is intended to support human decision-making, not replace it.

When AI functionality is used:

  • the customer controls whether to initiate AI-assisted analysis;
  • the customer can use Dataset AI Privacy controls to exclude or anonymize selected attributes;
  • the customer can use AI Report Scope controls to exclude variants, paths, field values, specific work items, or non-representative records;
  • Process Advisor may provide selected workflow evidence, derived metrics, findings, instructions, or prompts to the AI provider;
  • AI outputs are generated for the customer’s use within Process Advisor;
  • AI outputs should be reviewed by the customer before being relied on for operational, legal, financial, compliance, or employment-related decisions.

Metricus does not use customer workflow data to train a Metricus-owned general-purpose AI model unless this is expressly agreed in writing.

Where third-party AI providers are used, processing is subject to the provider’s applicable data-processing terms, security controls, and service configuration.

8. What Metricus does not do with customer workflow data

Metricus does not:

  • sell customer workflow data;
  • use customer workflow data for advertising or ad targeting;
  • require customer workflow datasets to be copied to Metricus infrastructure for normal app operation;
  • disclose customer workflow data to unrelated third parties for their own commercial use;
  • intentionally access customer platform data except as required to provide, support, secure, or improve the Process Advisor service;
  • store customer payment-card details;
  • use customer workflow data to train a Metricus-owned general-purpose AI model unless separately agreed.

9. Payment security

Payments are handled by Stripe.

Metricus does not store full payment-card numbers or card verification codes. Stripe processes payment details in accordance with its own security and compliance obligations.

Metricus may store Stripe customer IDs, checkout references, subscription IDs, product IDs, price IDs, payment status, and entitlement information so that customer access can be managed.

10. Licence keys and entitlement checks

Process Advisor uses licence keys and entitlement checks to confirm whether a customer has access to assessment credits, subscriptions, or partner/client-slot entitlements.

Depending on the product and plan, entitlement data may include:

  • public integration keys;
  • private instance keys;
  • customer account identifiers;
  • product or plan type;
  • credit balance;
  • subscription status;
  • instance domain;
  • client legal name;
  • client-slot allocation;
  • licence status.

Licence keys are used to validate access. They are not intended to contain the customer’s workflow data.

Private instance keys should be treated as confidential credentials and should not be publicly shared.

11. Data storage and retention

For the Jira and ServiceNow app versions, customer workflow datasets are processed within the customer’s authorised platform environment and do not need to be stored by Metricus for normal app operation.

Metricus stores billing, entitlement, authentication, and operational data only where required to provide the service, support access management, maintain records, improve reliability, or comply with legal obligations.

Retention periods may vary depending on the type of data:

  • billing and subscription records may be retained for accounting, tax, audit, and legal purposes;
  • entitlement records may be retained while the customer account remains active and for a reasonable period after expiry;
  • licence key records may be retained to validate access and prevent misuse;
  • logs may be retained for security, troubleshooting, and service reliability;
  • AI prompt and response data, where applicable, may be subject to the retention settings and terms of the relevant AI provider.

Customers may request deletion of customer-related data held by Metricus, subject to legal, accounting, security, backup, and operational retention requirements.

12. Access controls

Metricus applies access controls designed to limit access to customer-related data.

Access is intended to be limited to personnel or systems that require access for legitimate purposes, such as:

  • providing the service;
  • troubleshooting support issues;
  • investigating security or operational incidents;
  • managing billing or subscription access;
  • maintaining platform reliability.

Metricus aims to apply least-privilege access principles where practical.

13. Encryption and secure transmission

Metricus uses secure transmission methods, such as HTTPS/TLS, for communication between customer systems, Process Advisor, billing services, and supporting infrastructure.

Where data is stored by Metricus infrastructure, Metricus aims to use managed cloud services and database controls that support encryption, access control, backup, monitoring, and operational security.

14. Customer responsibilities

Customers are responsible for:

  • ensuring that users who install or configure Process Advisor are authorised to do so;
  • reviewing and approving platform permissions before installation or connection;
  • selecting appropriate Dataset AI Privacy settings;
  • selecting appropriate AI Report Scope settings before generating AI content;
  • reviewing which fields, variants, paths, work items, and instructions are included in AI prompts;
  • managing internal access to Jira, ServiceNow, and Process Advisor outputs;
  • protecting private instance keys and credentials;
  • ensuring that use of Process Advisor complies with the customer’s internal policies and legal obligations;
  • reviewing AI-generated outputs before relying on them;
  • notifying Metricus promptly if they suspect unauthorised access or misuse of credentials.

15. Support access

Where support is requested, Metricus may need information to diagnose the issue. This may include screenshots, logs, configuration details, entitlement information, or limited examples of affected workflow data.

Customers should avoid sending unnecessary sensitive information in support requests.

Metricus will use support information only for the purpose of investigating, resolving, and documenting the support issue.

16. Sub-processors and third-party services

Metricus may use third-party service providers to operate Process Advisor and related services. These may include providers for:

  • cloud hosting;
  • database services;
  • authentication;
  • payment processing;
  • email or notifications;
  • logging and monitoring;
  • AI processing;
  • customer support.

Metricus remains responsible for selecting service providers that are appropriate for the service being provided and for managing those providers in accordance with applicable commercial and legal obligations.

17. Incident management

If Metricus becomes aware of a security incident that materially affects customer data, Metricus will investigate and take reasonable steps to contain, remediate, and notify affected customers where required.

Notification timing and content may depend on the nature of the incident, available information, legal obligations, and the involvement of third-party platforms or providers.

18. Changes to this statement

Metricus may update this Data Security & Architecture Statement from time to time as the product, architecture, providers, or legal requirements evolve.

Material changes will be reflected by updating the “Last updated” date at the top of this statement.

19. Contact

For security, privacy, or data-handling questions, contact:

Metricus Email: info@metricus.com

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