Yep, this is exactly correct! For our SaaS version, we do have an agreement which allows us to look at data if needed to debug issues and/or improve search perf

Yep, this is exactly correct! For our SaaS version, we do have an agreement which allows us to look at data if needed to debug issues and/or improve search performance. For self-hosted deployments, usually a select few admins who have setup the plumbing on AWS do have access (but as nl has mentioned, these people usually have access to superuser access on the tools we connect to anyways so this is a noop).