Privacy
Your customers’ data deserves discipline.
What is collected, for how long, who else processes it, and what you are owed. Every answer on this page is a clause of the Data Processing Addendum, and each section links to it.
01
Your role, and ours
You are the business and the controller: you decide why and how your customers’ data is processed. Razviel is your service provider and processor, and processes that data only on your documented instructions.
02
Only what the service needs
The personal information processed is limited to what the service requires: identifiers such as a name and an email address, order information, the support conversation itself, derived attributes such as a customer’s segment, and technical session data. Payment card data is not processed at all.
Features that draw on a customer’s history across conversations, customer memory and segmentation, are yours to switch on, and yours to switch off at any time.
03
No sale, no sharing, no ad-tech
Razviel will not sell personal information and will not share it for cross-context behavioral advertising. It is contracted as a Service Provider under the CCPA, with the nine commitments of 11 CCR §7051 written into the DPA.
There is no advertising pixel on our website or dashboards, and we run no analytics script on either. Our website sets no cookie at all.
04
Subprocessors: a published list
Who else processes your customers’ data, what they process and where, is listed in the DPA. Any addition or replacement comes with at least 30 days’ notice, and you may object. If no solution is found, you may end the affected services without penalty.
Your own helpdesk and store platforms are not on that list. They are your systems, which Razviel reaches as your authorized agent.
05
International transfers, always on
Whenever personal information of someone in the EEA, the United Kingdom or Switzerland is processed, the EU Standard Contractual Clauses and the UK Addendum apply. They are built into the DPA, and they apply regardless of where your business is established.
06
Retention and deletion, on a clock
After termination your data stays available for export for 30 days, and is then deleted or de-identified. Data obtained through a commerce-platform integration is deleted within 30 days of disconnecting it.
On written request, you receive a written certification of what was deleted and when, within 30 days of the deletion.
07
Rights requests in ten business days
When one of your customers exercises a privacy right, Razviel carries out your instruction, deletion included, across the service and its subprocessors within ten business days of a documented request. If that customer writes to Razviel directly, we direct them to you and tell you.
08
If an authority asks
If a public authority or a court asks Razviel for your customers’ data, Razviel tells you first wherever the law allows it, redirects the request to you, challenges it where it is unlawful or overbroad, and discloses only the minimum the request legally requires.