Security & Data FAQ

Read-only access to the contents and metadata of the repositories you choose. That’s it.

• You pick the repos. When you install the app, GitHub asks which repositories Docmunk can see. Choose specific repos rather than “all repositories” if you like, and add or remove them any time in GitHub. In Docmunk, you then connect one repo to each product.
• No write access. Docmunk can’t push code, open pull requests, change settings, or touch issues. It only reads.
• What the two permissions cover: Contents lets Docmunk read your files, branches, and commit history, so it can tell what changed and which help articles it affects. Metadata is basic repository information like its name and description, which GitHub includes with every app.

GitHub, including private repositories. GitLab, Bitbucket, and other Git hosts aren’t supported yet, but they’re on our roadmap. If your code lives elsewhere, let us know.

A cached copy of the repos you connect

To spot changes and work out which articles need updating.

Deleted within 30 days after you disconnect a repo or close your account

Notes Docmunk keeps on your code, and the steps it follows to capture each screenshot

So Docmunk doesn’t have to relearn your product every time it drafts or recaptures.

Deleted within 30 days after you disconnect a repo or close your account

Login details for your test accounts (“user states”)

So Docmunk can sign in and take screenshots.

Deleted as soon as you remove the user state

Screenshots

To illustrate your articles.

Kept while your account is active, then 90 days after you close it so you can export

Articles, drafts, comments, chat messages, and review history

Your help center and the work behind it.

Kept while your account is active, then 90 days after you close it so you can export

Help center visitor analytics

Search, AI answers, and reporting for you.

Kept while your account is active, then 90 days after you close it so you can export

Everything is hosted on AWS in the United States (the US West, Oregon region), encrypted in transit and at rest, and backed up regularly. Login details for test accounts are encrypted and are never shown to our staff.

No. To draft articles, Docmunk sends only the parts of your code and screenshots it needs through OpenRouter to AI providers like Anthropic, Google, and OpenAI. Our contracts with those providers forbid them from training on your content. We don’t train on it either, and your content never shows up in another customer’s help center.

From the accounts you give Docmunk, which should be test or staging accounts set up just for Docmunk, not your real customers’ accounts. You share login details for a few accounts (for example, a free-trial user, a standard user, and a premium user). Docmunk signs in as each one, captures the screens your articles need, and refreshes them when your UI changes.

Docmunk can’t tell a test account from a real one, so screenshots show whatever those accounts can see. Fill them with demo data, not real customer information, and no customer data ends up in your docs. The Terms of Service ask you to do this.

Either of these works, any time:

• In GitHub: uninstall the Docmunk app, or remove individual repos from it. Access stops immediately.
• In Docmunk: disconnect a repo in Settings, or close your account.

What happens next: Docmunk stops reading the repo right away, and your cached repo copy is deleted within 30 days. Articles and screenshots already published stay in your help center until you delete them or close your account. After you close your account, your help center is unpublished, and you have 90 days to export your articles and screenshots before we delete them.

• Your whole team can draft, edit, comment on, review, and publish articles.
• Owners and Admins also manage your organization’s settings, like connected repos, user states, and review settings.
• Review first by default. Every update waits for a person to approve it unless an Owner or Admin turns on auto-publish, and even then you choose which kinds of changes skip review.
• Full history. Every article keeps a version history showing what changed, why (which code change triggered it), and who approved it. You can restore an earlier version.

You’re responsible for what’s published in your help center, including anything auto-published.

About 45 minutes with someone from your team and one of your engineers, who needs permission to install a GitHub App on your organization. Your engineer will:

1. Install the GitHub App and pick which repos Docmunk can read.
2. Point us at your app: the URL Docmunk should capture, production or staging. If it sits behind a firewall or IP allowlist, we’ll give you the addresses to allow.
3. Set up user states: create or share login details for a few test accounts, one per plan or role you want documented.
4. Connect your domain, if you want your help center on your own domain, by adding a DNS record.
5. Import your existing help center, whether it’s in your repo, a separate repo, or another service, so Docmunk starts from it.
6. Review the first articles together and set your review and publishing preferences.

During onboarding our staff can see your Docmunk content to help set things up. That access is limited to what you ask us to help with.

Yes. Our Data Processing Addendum applies automatically when you accept the Terms of Service, no signature needed. Email privacy@paloalto.com if you want a countersigned copy.

Never.

We’ll notify you promptly and tell you what happened and what we’re doing about it.

Yes. Send it to security@paloalto.com and we’ll fill it in.