What Gong's terms say about your data

Who owns the data the customer puts in?

The customer · covers all customer data (calls, recordings, transcripts, emails, CRM data)

1. Headline Every plan covers all customer data (calls, recordings, transcripts, emails, CRM data)

   The customer

   Your organization owns the data ("controller" in GDPR parlance), and Gong processes it ("processor" in GDPR parlance) to provide the service.

   FAQs: Security, Privacy and Compliance (help article), read 2026-10-23 · link to this fact

   Help center FAQ, "How is data used in Gong?". The contract says the same thing the other way round (see supporting fact): Gong takes only a limited license and "acquires no right, title or interest" in Customer Data.

2. Supporting Every plan covers Customer Data, including data sets, compilations and aggregations of it

   The customer^*

   Subject to the limited licenses granted herein, Gong acquires no right, title or interest from Customer or its licensors under this Agreement in or to any Customer Data.

   Terms and Conditions (customer agreement) (terms), read 2026-10-23 · link to this fact

   Terms 2.2. Inferred: the terms never say "the customer owns"; ownership follows from Gong taking only a non-exclusive, limited-term license "to host, use, copy, transmit and display Customer Data as appropriate for Gong to provide and ensure proper operation of the Services" and acquiring no rights beyond it. Customer Data is defined to include "data sets, compilations, or aggregations" of what is submitted or collected through the Services.

3. Detail Every plan covers Gong-generated content (summaries, scores, insights) versus call transcripts and recordings

   The customer^*

   make the Services or content generated by the Services (except for transcripts or recordings of calls) available to anyone other than Customer's employees and consultants for use for its benefit as intended pursuant to this Agreement

   Terms and Conditions (customer agreement) (terms), read 2026-10-23 · link to this fact

   Terms 1.4(d), a use restriction, not an ownership clause. Our reading: transcripts and recordings are carved out, so the customer may make them available to others; other content the Services generate (AI summaries, scores, analyses) may be shared only with the customer's employees and consultants. 1.4(h) also bars commercially exploiting "the Services". A seller licensing call records should plan on transcripts and recordings, not Gong's generated insights.

Does the vendor train AI on it?

Generative: no. Other models: yes^* · covers all customer data (calls, transcripts, emails); deal and conversation data across customers (deal likelihood base model)

1. Headline Every plan covers all customer data (calls, transcripts, emails)

   Generative: no

   Your data is never used to train generative AI models, and it's never shared with or exposed to the public domain.

   Trust and Security at Gong (incl. AI governance FAQ) (ai policy), read 2026-10-23 · link to this fact

   Trust page FAQ, "Is customer data used to train generative AI?" Answer begins "No." The same page: "trust that your data is never used to train generative models." The Trust Center's AI Security card (JavaScript only, see open) narrows it to third-party models: customer data "is not used to train or improve any Generative AI LLM models from 3rd-party vendors such as Google, Microsoft and AWS Bedrock." No opt-in or opt-out setting is described. Neither the Terms nor the DPA mention AI training.

2. Headline Every plan covers deal and conversation data across customers (deal likelihood base model)

   Other models: yes^*

   Our base model is lab-trained on the complete life cycle and behavior of both won and lost deals, across a large number of customers.

   Under the hood of deal likelihood scores (help article), read 2026-10-23 · link to this fact

   Inferred: the article says Gong's deal-likelihood base model is trained on deals "across a large number of customers" and then "customized for your business" on 2 years of the customer's own closed deals; 50% of signals come from conversation intelligence. That reads as training non-generative models on pooled customer data. No opt-out was found in any document read, so the answer is yes, not opt_out. The trust page's "never" covers generative models only.

3. Supporting Every plan covers personal data of customers, users, prospects and professionals

   Other models: yes^*

   so we can continue improving our products, offerings and the overall performance of our Services, including through the utilization and optimization of Artificial Intelligence and Machine Learning capabilities

   Privacy Policy (privacy policy), read 2026-10-23 · link to this fact

   Privacy Policy section 2, under "Customer, User, Professional and Prospect personal data", on the legal basis of legitimate interests; the purpose covers "which content and data they have processed through our Services". Inferred as other-model training: the sentence says improving the Services through AI and ML, not training in so many words. The Privacy Policy also says Customer Data is processed under the DPA, so how far this reaches into call content is unclear.

4. Detail Every plan covers Gong's in-house generative models (2023 statement)

   Generative: yes

   Gong uses a combination of proprietary in-house models, trained using Gong's unique customer-interaction dataset and customized to customers' business, and augmented general-purpose large language models to deliver unrivaled accuracy and relevance for revenue teams.

   Press release: Gong Introduces Proprietary Generative AI Models Built for Revenue Teams (June 8, 2023) (ai policy), read 2026-10-23 · link to this fact

   Press release of June 8, 2023, announcing "proprietary generative AI models built specifically for revenue teams", built using "Gong's dataset of tens of billions of captured and analyzed sales interactions". This conflicts with today's trust page ("never used to train generative AI models"); the trust page is newer and is the headline. Kept as history; a seller asking whether past call data went into Gong's models should ask Gong.

Does the vendor keep a right to use it aggregated, de-identified or as usage data?

Reserved^* · covers personal data within customer data (calls, emails, CRM)

1. Headline Every plan covers personal data within customer data (calls, emails, CRM)

   Reserved^*

   rendering Customer Personal Data fully and irrevocably anonymous and non-personal, in accordance with applicable standards recognized by Data Protection Laws and guidance issued thereunder

   Data Processing Addendum (data processing addendum), read 2026-10-23 · link to this fact

   DPA 2.4(v): one of the purposes the customer instructs Gong to process for. Inferred as reserved: the DPA lets Gong anonymize customer personal data but does not say what Gong then does with it; the Privacy Policy (supporting fact) says aggregated and anonymized data may be used to improve Gong's and third parties' services "or for any other purpose", and the deal-likelihood model is trained across customers. Terms 2.2 also defines Customer Data to include aggregations and lets Gong use it "to provide insights, recommendations and value analysis".

2. Supporting Every plan covers personal data Gong collects (customers, users, prospects, professionals)

   Reserved

   To create aggregated statistical data, inferred non-personal data, or anonymized or pseudonymized data (rendered non-personal and non-identifiable)

   Privacy Policy (privacy policy), read 2026-10-23 · link to this fact

   Privacy Policy section 2. The same sentence goes on: Gong and the third parties it works with may use such data to provide and improve their services "or for any other purpose", on the basis of legitimate interests. Section 1 says aggregated or deidentified information is not personal data under the policy.

What can the customer export, and who can run it?

Part of it by an admin through the API or a self-serve screen^* · covers calls: metadata, participants, transcripts, trackers, scorecards, public comments, audio and video media; users and activity stats

• With Data Cloud: Everything by an admin through an admin screen or a self-serve screen^* (covers analytics tables: calls, emails, meetings, usage data (complete data schema))

1. Headline Every plan covers calls: metadata, participants, transcripts, trackers, scorecards, public comments, audio and video media; users and activity stats

   Part of it by an admin through the API or a self-serve screen^*

   Retrieve analyzed call data from Gong, such as internal and external participants, topics, trackers, public comments, scorecards, and call transcripts.

   What the Gong API provides (help article), read 2026-10-23 · link to this fact

   Inferred from several help pages. The API is open to every customer; API keys are created by a tech admin in Admin center (Manage API keys article), rate limit 3 calls a second and 10,000 a day. Media: the /v2/calls/extensive endpoint returns audio and video URLs, valid for 8 hours, with the extra scope api:calls:read:media-url. In the app, any permitted user can download a transcript, download a call's media, and email a CSV of call data for a filtered set of calls. Scope partial: no bulk email export was found outside the paid Data Cloud add-on, and whether the API returns imported emails was not read. Formats for transcript and media downloads are not named.

2. Detail Every plan covers call audio and video files, by API

   Part of it by an admin through the API

   If true and exist, add audio url and video url of the call.

   API reference: Retrieve detailed call data (/v2/calls/extensive) (help article), read 2026-10-23 · link to this fact

   API reference, /v2/calls/extensive, contentSelector.exposedFields.media. Next sentence: "The urls will be available for 8 hours." Needs scope api:calls:read:media-url. Bulk download of recordings means calling this per batch within the rate limits.

3. Detail Every plan covers one call's transcript, in the app

   Part of it by any member through a self-serve screen

   Download the transcript to keep a copy outside Gong.

   Work with the call transcript (help article), read 2026-10-23 · link to this fact

   Per call, for team members with the required permissions. File format not stated. A translated transcript downloads in the translated language. The API also has /v2/calls/transcript for transcripts in bulk.

4. Detail Every plan covers one call's audio, in the app

   Part of it by any member through a self-serve screen

   Another option is to click the More actions icon, select Download media

   Listen to and navigate a call recording (help article), read 2026-10-23 · link to this fact

   The sentence ends: then choose Audio. Per call, for team members with the required permissions. Format not stated.

5. Detail Every plan covers call metadata, participants, conversation stats, CRM links, trackers, topics (no transcripts or media)

   Part of it by any member through a self-serve screen

   Export data for a filtered set of calls as a CSV report delivered by email.

   Download call data (help article), read 2026-10-23 · link to this fact

   Needs the "Export reports to CSV" permission. One row per call, with a link to the call in Gong; no transcript text or media.

6. Headline Every plan with Data Cloud covers analytics tables: calls, emails, meetings, usage data (complete data schema)

   Everything by an admin through an admin screen or a self-serve screen^*

   The Gong data cloud is a data sharing tool which allows you to get your Gong data in your data warehouse.

   Export Gong data with the Gong data cloud (help article), read 2026-10-23 · link to this fact

   Paid application on top of the Gong Foundation license (Plans and seats). Delivers to Snowflake, BigQuery, Databricks, S3 or Redshift, updated once a day; the API-versus-Data-Cloud article says it "Provides access to the complete data schema" and "Includes emails, meetings and more extensive usage data". Scope all is our reading of that; whether recordings' media files are included was not read. Set up by a tech admin.

7. Supporting Every plan covers all customer data, including recorded calls (at termination)

   Everything by an admin through a support request, once the vendor approves^*

   Upon request by Customer made within 30 days after the effective date of termination or expiration of this Agreement, Gong will make Customer Data, including recorded calls, available to Customer for export or download as provided in the Documentation.

   Terms and Conditions (customer agreement) (terms), read 2026-10-23 · link to this fact

   Terms 9.4, the only contractual export right found; the terms state no export right during the subscription. Inferred: needs_approval and support_request because it runs on the customer's request; who sends it is not stated.

How much history does the plan keep?

1095 days (3 years), older data deleted · covers calls, recordings, transcripts and emails (not calls kept in the company library)

1. Headline Every plan covers calls, recordings, transcripts and emails (not calls kept in the company library)

   1095 days (3 years), older data deleted

   Gong's standard data retention period for existing customers is the lesser of three years and the period you are a customer.

   Data retention policy (help article), read 2026-10-23 · link to this fact

   1095 days = three years. Next sentence: a non-standard period can be agreed "due to regulatory or other mandatory business reasons" through your Revenue Architect. "Data retained includes emails, calls, and transcripts that are stored in Gong." Calls in personal library folders and streams are deleted at the limit; company library calls are not (see detail). The security controls article: "Data retention is determined by the customer and can be configured at any time."

2. Detail Every plan covers calls saved in company library folders

   All of it

   Calls in the company library are not automatically deleted after three years, and are available until they are deleted from the library manually.

   Data retention policy (help article), read 2026-10-23 · link to this fact

   Admins can apply the retention policy to the company library too (Admin center > Settings > Data capture > Data protection & privacy). The data protection FAQ: "Calls stored in the library are excluded from this policy, and are preserved indefinitely." For a seller, the library is where older calls survive.

3. Supporting Every plan covers customer data

   1095 days (3 years), older data deleted

   By default, Gong retains customer data for up to three years or the duration of your contract

   Trust and Security at Gong (incl. AI governance FAQ) (ai policy), read 2026-10-23 · link to this fact

   Trust page FAQ, "What is Gong's data retention policy?" The sentence ends "whichever is shorter." Next: "You can request a custom retention period, and all data is permanently deleted 30 days after contract termination."

4. Supporting Every plan covers recorded calls and related artifacts (transcripts, statistics)

   1095 days (3 years), older data deleted

   Gong's data retention policy is that we keep data for recorded calls and all related artifacts (such as transcripts and statistics) for up to 3 years, by default.

   FAQs: Data protection & privacy (help article), read 2026-10-23 · link to this fact

   Data protection FAQ. Next sentence: "Calls stored in the library are excluded from this policy, and are preserved indefinitely."

How long is data kept after the account ends, and can it still be exported?

30 days to export · covers all customer data, including recorded calls

1. Headline Every plan covers all customer data, including recorded calls

   30 days to export

   Upon request by Customer made within 30 days after the effective date of termination or expiration of this Agreement, Gong will make Customer Data, including recorded calls, available to Customer for export or download as provided in the Documentation.

   Terms and Conditions (customer agreement) (terms), read 2026-10-23 · link to this fact

   Terms 9.4. Access to the Services ends at once on termination ("all rights granted to Customer under this Agreement will immediately cease to exist"); export is on request within 30 days. Next sentence: after the 30 days Gong "will thereafter delete or destroy all copies of Customer Data in its systems or otherwise in its possession or control, unless legally prohibited."

2. Supporting Every plan covers all customer data, except copies kept by law and backups

   30 days to export

   Upon 30 days following termination or expiration of the Agreement, Gong shall delete all Customer Data in its possession or control.

   Data Processing Addendum (data processing addendum), read 2026-10-23 · link to this fact

   DPA 10. Exceptions: data Gong must keep by law, and "Customer Data it has archived on back-up systems (e.g., in the form of audit logs)", which Gong isolates from further processing. No backup deletion deadline is stated.

3. Supporting Every plan covers all customer data

   Kept 30 days; export not stated

   If you cease being a Gong customer, your data will be irreversibly deleted in 30 days.

   Data retention policy (help article), read 2026-10-23 · link to this fact

   Data retention policy article. The security FAQ says the same: "Customer data is deleted within 30 days of contract termination or expiration." Neither help page mentions the export-on-request right (the Terms do), so export_window is left out here.

What the read couldn't settle

• Plans: the pricing page names no plans (per-user license plus a platform fee, quote by form). The Plans and seats help article names the current structure: a Gong Foundation core license plus applications (Enable Essentials, Forecast Essentials, Gong Forecast, Gong Engage, Data Cloud). So one plan, "Gong Foundation", with Data Cloud as an add-on. Older contracts (renewed before March 2025) sit on Core Professional, Gong Forecast, Gong Engage, or pre-2022 Coaching, Professional, Enterprise; their Core Professional plan included Data Cloud. No free plan; only time-limited Evaluation Services under the Terms.
• Trust Center (trust.gong.io, SafeBase) renders its cards with JavaScript; the AI Security, Generative AI and Data Retention card text was read from the page's embedded JSON, so it is listed js_only and no fact cites it. AI Security: customer data "is not used to train or improve any Generative AI LLM models from 3rd-party vendors such as Google, Microsoft and AWS Bedrock." Generative AI: Gong uses LLMs from Microsoft, Google and AWS "to synthesize customer data". Its downloadable whitepapers and AI Governance Standard sit behind a request form and were not read.
• AI training: no opt-in or opt-out setting was found anywhere. Generative: "never" (trust page), against the 2023 press release saying Gong's in-house generative models were trained on its customer-interaction dataset. Other models: yes is our reading of the deal-likelihood article (base model trained across customers) and the Privacy Policy; neither the Terms nor the DPA mention training. Ask Gong whether past call data sits in current models.
• Export during the subscription: the Terms give no export right before termination; export runs through the API, in-app downloads and the paid Data Cloud. Whether the API returns imported emails, and whether Data Cloud includes media files, was not read (the full API reference loads inside the app).
• Who runs exports: API keys are created by a tech admin; transcript, media and CSV downloads need per-user permissions. Exact permission names per profile were not read.
• Retention: the default is three years or the contract, whichever is shorter, and company library calls are kept until deleted unless an admin turns the policy on for them. Whether a customer can set retention longer than three years without Gong's agreement is unclear: the help article routes non-standard periods through the Revenue Architect, while the security controls page says retention is customer-configured.
• Terms 1.4(d) carves transcripts and recordings out of the ban on sharing generated content beyond employees and consultants; other generated content (summaries, scores) stays inside. Read with a lawyer before licensing.
• Help article versions are the visible "Updated on" dates; legal pages show month only (Terms June 2026, DPA September 2026).

Documents

21 of 21 read. Each fact above names the one it comes from.

1. Terms and Conditions (customer agreement) Terms · version 2026-06 · read 2026-10-23
2. Data Processing Addendum Data processing addendum · version 2026-09 · read 2026-10-23
3. Privacy Policy Privacy policy · version 2026-09-29 · read 2026-10-23
4. Trust and Security at Gong (incl. AI governance FAQ) AI policy · read 2026-10-23
5. Gong Trust Center (SafeBase; AI Security, AI Governance, Generative AI cards) AI policy · read 2026-10-23 · renders with javascript only
6. Press release: Gong Introduces Proprietary Generative AI Models Built for Revenue Teams (June 8, 2023) AI policy · version 2023-06-08 · read 2026-10-23
7. Gong security, privacy, and compliance controls Help article · version 2026-07-29 · read 2026-10-23
8. FAQs: Security, Privacy and Compliance Help article · version 2025-09-15 · read 2026-10-23
9. FAQs: Data protection & privacy Help article · version 2025-08-31 · read 2026-10-23
10. Data retention policy Help article · version 2026-06-18 · read 2026-10-23
11. Under the hood of deal likelihood scores Help article · version 2026-02-25 · read 2026-10-23
12. What the Gong API provides Help article · version 2025-07-28 · read 2026-10-23
13. API reference: Retrieve detailed call data (/v2/calls/extensive) Help article · version 2026-07-16 · read 2026-10-23
14. Download call data Help article · version 2026-09-10 · read 2026-10-23
15. Work with the call transcript Help article · version 2026-09-14 · read 2026-10-23
16. Listen to and navigate a call recording Help article · version 2026-09-14 · read 2026-10-23
17. Export Gong data with the Gong data cloud Help article · version 2026-01-21 · read 2026-10-23
18. Choosing between Gong's API and Data Cloud for analytics Help article · version 2025-01-23 · read 2026-10-23
19. Manage API keys Help article · version 2026-08-10 · read 2026-10-23
20. Plans and seats Plans page · version 2026-01-08 · read 2026-10-23
21. Gong pricing Plans page · read 2026-10-23