Privacy Policy & Data Protection

1. Introduction

SupportPilot AI ("we", "our", "us") is committed to protecting the privacy of merchants and their customers using our Shopify application. This Privacy Policy explains how we collect, use, store, and protect personal data in compliance with GDPR and Shopify's data protection requirements.

Data Controller: SupportPilot AI
Contact: privacy@support-pilot-ai.com

2. Data Collected

2.1 Merchant Data

• Store Information: Shop name, domain, email address
• Authentication: Shopify OAuth tokens (encrypted)
• Configuration: App settings, playbook rules, AI preferences

2.2 Customer Data (Protected)

We access the following customer data only when processing support tickets:

• Email Address: To match support emails with customer accounts
• Name: To personalize AI-generated responses
• Shipping Address: To process address change requests
• Phone Number: Optional, for urgent contact purposes
• Order History: To provide order-specific support

2.3 Communication Data

• Support Emails: Emails synced from connected Gmail accounts
• Chat Messages: Conversations from the storefront chat widget
• AI Responses: Generated replies and suggested actions

3. How We Use Your Data

We use collected data exclusively for:

• Support Automation: Classifying tickets, generating AI responses, executing playbook actions
• Customer Identification: Matching emails to customer accounts and order history
• Personalization: Addressing customers by name, referencing their specific orders
• Service Improvement: Analyzing anonymized usage patterns to improve AI accuracy
• Communication: Sending app-related notifications to merchants

We DO NOT: Sell personal data, use it for marketing, share it with advertisers, or access it outside of support ticket processing.

4. Data Sharing

We share data only with the following third parties, necessary for service operation:

4b. Instagram & Meta Data

When a merchant connects their Instagram Business Account, we access the following data through the Meta/Instagram API:

Data Collected

• Instagram Username & Profile: To identify the connected business account and display it in settings
• Direct Messages: Incoming customer DMs are received via webhook and stored as support tickets
• Sender Information: Customer Instagram username, displayed in the support ticket
• Conversation History: DM threads are stored to maintain support context

How Instagram Data is Used

• Incoming DMs are processed by our AI engine (Anthropic Claude) to generate suggested responses
• Messages are stored as support tickets in our database for the merchant to review and respond
• AI-generated responses are sent back to the customer as Instagram DMs only after merchant approval (or via automated playbook rules configured by the merchant)
• We do not access Instagram posts, stories, followers, or any content beyond Direct Messages

Data Deletion

• Merchants can disconnect Instagram at any time from the Settings page, which revokes our access
• When a user removes our app from Facebook/Instagram, we receive a data deletion callback and delete all associated Instagram data (messages, tickets, credentials) within 48 hours
• Data deletion requests can also be sent to privacy@support-pilot-ai.com
• Data deletion confirmation URL: https://app.support-pilot-ai.com/api/instagram/data-deletion

5. Data Security

5.1 Technical Measures

• Encryption in Transit: TLS 1.3 for all communications
• Encryption at Rest: AES-256 encryption via Supabase
• Encrypted Backups: Automatic encrypted database backups
• Authentication: Shopify OAuth 2.0, no password storage
• Rate Limiting: Protection against abuse and brute-force attacks

5.2 Organizational Measures

• Multi-Tenant Isolation: Each merchant's data is isolated with Row Level Security
• Access Control: Service role keys with minimal necessary permissions
• Audit Logging: All AI actions are logged in `ai_action_logs` table
• Separate Environments: Test and production data are kept separate
• Staff Access: No direct database access, only through application

6. Data Retention

• Active Use: Data retained while merchant uses the service
• After Uninstallation: All merchant and customer data deleted within 48 hours
• Customer Data Requests: Processed within 30 days per GDPR requirements
• Anonymized Analytics: May be retained indefinitely for service improvement

7. Your Rights (GDPR)

Under GDPR, you have the following rights:

To exercise any of these rights, contact: privacy@support-pilot-ai.com

8. Security Incident Response

In the event of a data security incident, we follow this procedure:

1. Detection & Containment: Immediately isolate affected systems
2. Assessment: Evaluate scope and severity within 24 hours
3. Notification: Notify affected merchants within 72 hours per GDPR
4. Regulatory Report: Report to relevant authorities if required
5. Remediation: Fix vulnerabilities and prevent recurrence
6. Documentation: Maintain detailed incident records

Security Contact: security@support-pilot-ai.com

9. Contact Us

For any questions about this Privacy Policy or our data practices:

• Email: privacy@support-pilot-ai.com
• Security Issues: security@support-pilot-ai.com
• General Support: support@supportpilotai.fr
• Website: support-pilot-ai.com

Shopify Data Protection Compliance

SupportPilot AI complies with Shopify's Protected Customer Data requirements:

• GDPR webhooks implemented (customers/data_request, customers/redact, shop/redact)
• Data encryption at rest and in transit
• Multi-tenant data isolation with Row Level Security
• Encrypted database backups
• Access audit logging
• Documented security incident response procedure