Email commitments

Version 2026-11 · effective 2026-11-03

When One Call confirmations and utility responses are emailed to your Dig Window intake address, this page says, in plain words, what Dig Window commits to for each one. It is written for the coordinator who has to answer "where is that email?" and for the person who signs the contract. The Customer Terms are the contract; this page describes how the service handles your email today and does not change them.

1. Every email is kept as received

Each email that reaches your intake address is kept exactly as it was received, for seven years while you are a customer, and your coordinators can download it whenever they need it (subject to fair-use limits set well above ordinary work): from the Mail page (Download the email (.eml)), from the ticket's Documents section (the .eml button beside the email), or from the ticket's banner when an email is waiting. Every download made in the Dig Window app is recorded, with the person's name (or "Dig Window staff"). Dig Window staff can download an original when they help you with a ticket; that download is recorded with the rest. Dig Window's own systems read each email to put it on its ticket; that reading is not a download and is not in this log. The kept copy is the email as its sender handed it to us; the issued locate documents, not that copy, remain the record under Ontario law.

2. It is on the ticket

An email is normally on its ticket within minutes of arriving, with its attachments, and with the utility responses it carries either recorded or placed in Review for a coordinator to decide. The Mail page lists every email that reached your address, newest first, and what was done with it; the Overview page shows how many were received and sorted in the last 24 hours, and how many need a look now (of any age).

3. When one cannot be taken in

Rarely, an email arrives that Dig Window's mail system cannot take in at all (one too large or too unusual to read, one sent to an address that is not yet active, a utility's system doing something new). It is kept, but it is not filed to any ticket, so Dig Window makes sure people know. An email that Dig Window reads but cannot match to a ticket is not this case; it shows on the Mail page as usual. For an email that cannot be taken in:

• Every coordinator is normally notified within 15 minutes of the email arriving, in the app and (if they have it on) by email or push, and the ticket shows it with the time the email arrived whenever the email names the ticket, so nobody assumes the utility has not responded. A reminder rides in the daily digest while it is open.
• An email that is still being checked an hour after it arrived is also shown on the ticket, with the time it arrived.
• Dig Window staff are alerted when coordinators are. They put it on its ticket, or the Mail page (and the ticket, once known) says why it could not be taken in. Every coordinator is normally notified again either way.
• The original can be downloaded from the Mail page throughout, and from the ticket once the ticket is known, and, if you have set a mailbox for copies, a copy was sent to that mailbox.

4. What "lost" means, and what we do

A lost email is one that a sender's mail server handed to Dig Window and that never appears as received on your Mail page, or whose kept original cannot be produced while it should still be kept. It is not an email that the sender never sent, that was refused because it was over the size limit (the sender's mail system is told at once), or that landed in your own Junk folder.

If an email is lost, Dig Window tells the affected customer in writing, naming the date, the sender and the ticket as far as they are known, what was recovered and how, and what, if anything, was changed in response. Where the email can be recovered from the sender, Dig Window asks the sender; the most you may be asked for is your authorization for the sender to release it to us. How you can tell: if you have set a mailbox for copies, the copy is sent the moment the email arrives, separately from the reading, so an email that is in your mailbox and not on the Mail page is the sign; so is a utility or One Call saying it sent an email that the Mail page does not show. Tell us the sender and the date; Dig Window checks its delivery records and answers in writing.

5. Your own copy

A copy of each email is sent on to the mailbox you chose, with its message and attachments unchanged and the utility still shown as the sender (mail servers add their own delivery lines to the headers). Two things keep that copy useful: send the copies to a group address rather than one person's inbox, and add your intake address to that mailbox's safe list so copies are far less likely to land in Junk. Each takes a few minutes for your administrator: how, for Outlook and Google. Settings › Tickets and crews › Your One Call Intake shows when the last copy was sent to your mailbox; whether it reached the inbox or Junk is only visible in that mailbox.

6. Where it is kept

Your tickets, documents and records are in a database in Canada. The kept originals of your emails are stored with a service provider in the United States, where they can be accessed by courts and authorities under United States law; this is disclosed in the privacy policy. The originals stay with the United States provider; where your own contract requires a copy held in Canada, a Canadian copy may be available as a separately agreed service. Seven years is while you are a customer: before any original older than that is deleted you get at least 60 days' written notice and the per-ticket evidence export and single downloads stay available. If you leave Dig Window, the originals stay available for export with the rest of your data for 30 days (section 4.7 of the Customer Terms), then are deleted with it. Export them before that period ends; if you need every original at once, ask support@digwindow.com well before then so it can be arranged.

7. The evidence export

From any of your company's tickets, a coordinator can export one .zip holding the ticket's emails as received that are still kept (the newest 500 on a ticket; more can be downloaded one at a time from the Mail page), every file the ticket's Documents section shows, the latest locate package as built (which may not be the version your crew had on site), the recorded responses, a plain-English summary, the change history (who did what, when; the newest 500 changes), the log of who downloaded the ticket's original emails, and a manifest with the SHA-256 of every file except its README and the manifest itself (a fingerprint of the file: change one byte and it changes) so a recipient can check each file against it. Dig Window computes the manifest's own SHA-256 from the manifest itself and puts it on record only after checking each row under originals/ against the SHA-256 it recorded when it stored that email (and the size it sent in that export); the record names those rows and the emails they came from. The other files are put together in the browser (the ticket's files and package as stored, the lists written from the account's data) and are listed, not separately checked. The ticket shows the exports on record, and Dig Window confirms an export's root (the SHA-256 of its manifest), and the original emails it checked, in writing when the customer, or anyone holding the export with the customer's written OK, asks support@digwindow.com.

Questions: support@digwindow.com · 289-670-2345, business hours.