Data processing

What we process

• People: your customers who contact you, and your team members who use AI Active Support.
• Data: names, email addresses, phone numbers or messaging identifiers, message content and attachments, and order information read from your store (number, status, items, tracking).
• Purpose: answering your customers, quality review, and the statistics and billing of your account. Nothing else, and never advertising.
• Card numbers: never. AI Active Support does not receive payment card data.

What the DPA commits us to

• Process data only on your documented instructions: your settings in AI Active Support and our agreement.
• Keep it secure with the measures described on our security page.
• Bind everyone who accesses it to confidentiality, and give each person only the access their role needs.
• Use only the subprocessors on our subprocessors list, tell you before changing it, and hold each of them to the same obligations.
• Help you answer your customers’ requests: export, correction and erasure of a customer are built into the portal.
• Tell you about a personal-data breach affecting your data without undue delay, with what we know, so you can notify your authority within the GDPR’s 72 hours.
• At the end of the contract, return your data (full export) and delete it: the organization and its files are purged 30 days after deletion, and backups expire on their own schedule.
• Give you the information needed to check that we meet these obligations, and answer your security questionnaire.

Transfers outside the EU

Our support team may work from outside the European Union, and some providers (AI routing, payments) are in the United States. These transfers are covered by the European Commission’s standard contractual clauses.

Signing the DPA

Write to contact@aiactivesupport.com with your company details. We send the agreement for signature, with its annexes (processing description, security measures, subprocessors).