Starting November 25, 2026, VideoSDK is updating how long detailed session diagnostic data remains available, based on your subscription plan.
Under the updated policy, diagnostic data will be retained for:
- Free: 1 day
- Pay As You Go: 7 days
- Enterprise: 30 days
- Enterprise with custom retention: As specified in your contract
Your sessions, recordings, participant records, and billing history remain unaffected. This update applies only to detailed diagnostic data used for troubleshooting, monitoring, and analyzing session performance.
To support this transition, eligible historical diagnostic data will have a temporary recovery window until December 24, 2026.
What Data Is Affected?
The updated retention policy applies to observability data used to investigate session quality, errors, and performance.
This includes:
- Call quality metrics: Detailed information about session performance and quality.
- Errors: Diagnostic error information used for troubleshooting.
- Logs and traces: Technical logs and traces associated with sessions.
- AI agent transcripts: Transcripts stored as part of session observability.
- AI agent response times: Performance metrics used to analyze AI agent interactions.
What Remains Unaffected?
The following data is not impacted by this update:
| Data Type | Impact |
|---|---|
| Session history | No change |
| Recordings | No change |
| Participant records | No change |
| Billing history | No change |
| Detailed session diagnostics | Subject to plan-based retention |
Important: A session may remain visible in your session history even after its detailed diagnostic data has expired.
For example, you may still see a session from two weeks ago, but its call quality metrics, error logs, and traces may no longer be available.
Diagnostic Data Retention by Plan
Your subscription plan determines how long detailed diagnostic information remains accessible.
| Plan | Retention Period |
|---|---|
| Free | 1 day |
| Pay As You Go | 7 days |
| Enterprise | 30 days |
| Enterprise with custom retention | As contracted |
If your team requires longer retention for troubleshooting, quality monitoring, or operational reviews, you can explore a plan with a longer retention period.
Enterprise customers can contact their account manager to discuss custom retention requirements.
Important Dates and Transition Timeline
The updated policy will be introduced in stages to give customers time to review their requirements and request recovery of eligible historical diagnostics.
November 25, 2026 - New Retention Policy Takes Effect
Starting November 25, detailed session diagnostics older than your plan's retention period will be hidden from normal access.
For example:
- Free customers will have access to the most recent 1 day of diagnostics.
- Pay As You Go customers will have access to the most recent 7 days.
- Enterprise customers will have access to the most recent 30 days, unless their contract specifies otherwise.
Your session history, recordings, participant records, and billing history will remain unaffected.
November 25 - December 24, 2026 - Recovery Window
During this transition period, customers can contact VideoSDK Support to request recovery of eligible diagnostic data that is no longer visible under their plan's retention period.
If you need access to older diagnostics, please contact our team before December 25, 2026.
Customers who require longer retention going forward can also explore Enterprise plans or custom retention arrangements.
Please note: Recovery is subject to the availability of historical diagnostic data. Upgrading your plan does not automatically guarantee restoration of older data.
From December 25, 2026 - Permanent Deletion
Beginning December 25, diagnostic data exceeding the applicable retention period will be permanently deleted under the updated policy.
This will apply on an ongoing basis.
For example, on a Pay As You Go plan, diagnostics exceeding the 7-day retention period will be subject to permanent deletion.
Once diagnostic data has been permanently deleted, it cannot be recovered by Support or restored through a later plan upgrade.
Custom Enterprise retention will continue to follow the terms of the applicable contract.
What Should You Do?
We recommend taking the following steps before November 25:
- Review your current plan. Confirm the diagnostic retention period applicable to your account.
- Evaluate your troubleshooting requirements. Determine whether your team regularly needs to investigate sessions older than your retention window.
- Consider longer retention. If necessary, explore Enterprise or custom retention options.
- Request historical diagnostics if needed. Contact VideoSDK Support during the recovery window, before December 25.
For assistance, contact VideoSDK Support or Talk to Sales.
Frequently Asked Questions
1. Will my sessions or recordings be deleted?
No. This update only affects detailed session diagnostic data. Your sessions, recordings, participant records, and billing history remain unaffected.
2. Why can I see a session but not its diagnostic details?
Session records and diagnostic data follow different retention rules.
A session may remain visible in your history even after its diagnostic details exceed your plan's retention period.
3. Can I recover older diagnostic data?
During the transition period from November 25 to December 24, 2026, you can contact VideoSDK Support to request recovery of eligible historical diagnostic data.
Recovery depends on whether the requested data is still available.
4. Will upgrading my plan restore historical diagnostic data?
Upgrading provides access to the retention period associated with your new plan.
However, an upgrade does not restore data that has already been permanently deleted.
If you need older hidden diagnostics during the transition, contact Support to discuss recovery options.
5. What happens after December 24, 2026?
Starting December 25, diagnostic data exceeding your plan's retention period will be permanently deleted on an ongoing basis.
Permanently deleted data cannot be recovered.
6. Can Enterprise customers request longer retention?
Yes. Enterprise customers can discuss custom diagnostic retention requirements with their account manager.
Any agreed custom retention period will follow the applicable contract.
7. Does this affect billing or recording storage?
No. This update does not change your billing history or recording retention arrangements.
It applies specifically to detailed diagnostic and observability data.
Need Help?
We recommend reviewing your diagnostic data requirements before November 25, 2026.
If you need historical diagnostic data, please contact our team during the recovery window ending December 24, 2026.
For longer retention requirements, our team can help you explore suitable Enterprise options.
Thank you for building with VideoSDK.