Support Portal Data Processing Addendum

1.Scope

This DPA supplements the Altores Privacy Policy. It covers data processed through the Support Portal product specifically, including chat interactions, analytics, and related integrations.

2.Data Processed

• Chat Logs: User messages, AI responses, and timestamps.
• User Metadata: Names, email addresses, and session IDs.
• File Attachments: Files shared in conversations.
• Conversation Analytics: Sentiment scores, resolution times, and topic classification.
• CRM Sync Data: Contact records and ticket status updates when integrated with your CRM.

3.Data Storage

• Location: EU-hosted by default (Frankfurt, DE). Optional on-premise deployment available.
• Encryption at Rest: AES-256 encryption.
• Encryption in Transit: TLS 1.3.
• Backups: Retained for 30 days, encrypted.

4.Retention Periods

• Chat Logs: Default retention is 12 months.
• Analytics Data: Aggregated after 6 months; personal identifiers removed.
• Account Closure: Personal data deleted within 30 days of account closure.
• Custom Retention: Custom retention periods available per contract.

5.Sub-Processors

• Cloud Hosting: EU region providers.
• AI Model Providers: EU-hosted inference only.
• Email Delivery: For transactional and support communications.
• Monitoring and Logging: For service reliability and security.

Changes to sub-processors are notified at least 30 days in advance.

6.Data Subject Rights

• Supported Rights: We support access, rectification, erasure, and portability requests.
• Processing Time: Requests are processed within 30 days.
• How to Exercise: Use the data export tools in the Support Portal dashboard or contact support.

7.Contact

For questions about this DPA or to exercise your data subject rights:

• Address: Altores, 4-6 Avenue Albert II, MonacoTech, 98000 Monaco
• Email: general@altores.app
• DPO: Data Protection Officer available on request.