Privacy Policy

1. Two roles: controller and processor

For Customer account data we are the controller. We decide why and how it is processed, as described in this policy.

For Visitor data we are a processor acting on the Customer’s instructions. The Customer that put the assistant on its website is the controller of the chats and contact details its Visitors submit. The Customer decides what the assistant knows, who reviews the conversations, and when they are deleted. If you are a Visitor with a question about a chat you had on a website, contact the business that runs that website first; we will help them respond. Customers who need a data processing agreement can request one at [email protected].

2. Data we collect

From Customers. Name, email address, and a hashed password; the role on the account; preferences such as avatar, summary emails, and time zone; the websites, pages, files, and answers you give the assistant (Customer Content) and the original uploaded files; API keys and embed keys; plan, coupon, spending limit, Stripe customer and subscription identifiers, and a usage and billing ledger including model token counts and resolution counts. We never see or store full payment card numbers; Stripe does.

From Visitors. The messages a Visitor types and the replies the assistant gives; any name, phone number, or email address a Visitor chooses to submit when asked for follow-up; a helpfulness score if the Visitor gives one; a feedback message or score, with any name or contact details the Visitor adds, and the page it was sent from, when the Customer shows a feedback button; a random identifier that keeps one conversation together; the website, page, and location (“place”) the chat started on; and the Visitor’s IP address, which is held briefly in server memory to limit abuse and is not written to the database.

Automatically. Standard server logs (request path, status, timing) kept for operations. We run no third-party analytics or advertising scripts on the Service or in the widget.

3. Why we use it and on what legal basis

• To provide the Service (contract): creating and securing accounts, indexing Customer Content, generating answers, storing conversations for review, handing a chat off to a person, and billing.
• To operate and protect the Service (legitimate interests): rate limiting, fraud and abuse prevention, backups, monitoring, debugging, and measuring aggregate usage.
• To meet legal obligations: tax and accounting records, responding to lawful requests.
• With your consent, which you can withdraw at any time: optional summary emails and any future feature that asks first.

Visitor data is processed on the Customer’s instructions under the contract we have with that Customer. We do not use Customer Content or Visitor chats to train models of our own, and we do not sell personal data or share it for cross-context behavioural advertising.

4. AI processing

To answer a question, the Service sends the relevant excerpts of Customer Content and the recent messages of the conversation to a third-party language-model provider, and it sends Customer Content to an embedding model to build a searchable index. Which provider handles a given call depends on the model routes the Operator has configured. Providers receive this data to generate a response and, under our agreements with them, are not permitted to use it to train their models. Answers are generated automatically and may be inaccurate; Customers review them, and Visitors can always ask for a person.

5. Who we share data with (sub-processors)

We share personal data only with the service providers below, each bound by contract to process it only on our instructions and to protect it, and with authorities when the law requires. We will update this list before adding a provider that processes personal data.

We may also disclose data in a merger, acquisition, or sale of assets, with notice to Customers, and to professional advisers under confidentiality.

6. International transfers

The Service is hosted in the United States. If you or your Visitors are in the European Economic Area, the United Kingdom, Switzerland, or another jurisdiction with transfer rules, personal data is transferred to the United States and, for some model calls, to the countries listed above. We rely on standard contractual clauses and equivalent safeguards with our providers. Customers who need the Service to avoid a particular provider or country should raise it with us before use.

7. How long we keep data

• Account data: for as long as the account exists, then deleted on request (section 9).
• Customer Content, index, conversations, summaries, learned answers, and Visitor contact details: until the Customer removes the source, deletes the assistant, or asks us to delete the account. Customers decide retention for their Visitors.
• Password-reset links: one hour.
• Usage and billing records: as long as tax and accounting law requires, typically seven years, in a form that identifies the account but not Visitors.
• Backups: encrypted daily backups are kept for 35 days and earlier versions for a further seven, so deleted data can persist in backups for up to 42 days before it is gone.
• Server logs and in-memory rate-limit counters: a short period measured in days or less.

8. Security

Passwords are stored as salted bcrypt hashes. Sessions use signed, HTTP-only cookies. Public chat endpoints are rate limited and restricted to the domains each Customer allows. Data is encrypted in transit, backups are encrypted at rest, and production secrets are kept out of logs and alerts. Access to production is limited to the people who operate it. No method of storage or transmission is completely secure; if we learn of a breach affecting your personal data we will notify affected Customers without undue delay and as the law requires.

9. Your rights and choices

Depending on where you live, you may have the right to access, correct, delete, or receive a copy of your personal data, to restrict or object to its processing, to withdraw consent, and to complain to a supervisory authority. California residents also have the right not to be discriminated against for exercising these rights; we do not sell or share personal data as those terms are defined in California law.

Customers can change their name, password, and preferences on the Account page, delete assistants and their data from each assistant’s settings, and cancel paid plans on Billing. To delete your account entirely, email [email protected] from your account address; we delete the account, its assistants, and their data within 30 days, after which only backups remain until they expire.

Visitors should contact the business whose website they chatted on, since that business controls the conversation. If you cannot reach them, write to [email protected] and we will forward the request or act on it where we are able. We may ask you to verify your identity before acting on a request.

10. Cookies

The dashboard sets one cookie: a signed login session that expires after 14 days or when you log out. It is strictly necessary for the Service to work. The widget on a Customer’s website does not set cookies and does not track Visitors across sites. We do not use advertising cookies or third-party trackers.

11. Children

The Service is for businesses and is not directed at children. We do not knowingly collect personal data from anyone under 13 (or the higher age set by local law). Customers must not deploy the assistant on sites directed at children. If you believe a child has provided us data, contact [email protected] and we will delete it.

12. Changes to this policy

We may update this policy. The effective date and version at the top change when we do, and we notify account holders by email or in the dashboard of material changes before they take effect. Continued use of the Service after the effective date means you have read the updated policy.

13. Contact

Viva AI Assistant, [email protected]. Legal notices and disputes are governed by the Terms of Service.