Privacy Policy

1. Overview

Resolvix AI Ltd. ("Resolvix," "we," "us") provides an AI-powered customer support platform for B2B SaaS companies ("Customers"). This Privacy Policy explains how we collect, use, share, and protect information when Customers and their end users interact with our website, dashboard, and embedded widget (together, the "Service").

If you are an end user contacting a Customer's support team through Resolvix, the Customer is responsible for their own privacy practices; this policy covers what Resolvix itself does with data as the underlying processor and platform provider.

2. Information We Collect

• Account data: name, work email, company, and billing details when you sign up.
• Knowledge content: help-center articles, uploaded documents, and past ticket exports you connect to Resolvix.
• Conversation data: messages exchanged between end users and the AI or human agents through the widget or connected integrations.
• Usage data: log data, device/browser information, and product analytics about how the dashboard is used.
• Cookies: session and preference cookies described in Section 9.

3. How We Use Your Information

• To provide, operate, and maintain the Service, including generating AI responses and routing escalations.
• To improve retrieval and confidence-scoring quality across the platform, using aggregated and de-identified signals.
• To communicate with you about your account, billing, and product updates.
• To detect, investigate, and prevent fraud, abuse, and security incidents.
• To comply with legal obligations.

We do not sell personal information, and we do not use one Customer's confidential knowledge base content to train models used by other Customers.

4. AI Processing & Subprocessors

Resolvix uses Amazon Bedrock to run Claude 3.5 Sonnet for response generation, and NVIDIA NIM microservices for embedding generation. Content sent to these subprocessors is used solely to generate a response for the relevant conversation and is not used by those providers to train their own general-purpose models under our commercial agreements with them.

We minimize personal information passed into the embedding/retrieval pipeline — for example, stripping emails and names from indexed document chunks where feasible — to limit unnecessary exposure of personal data to the AI layer.

5. Data Sharing & Disclosure

• Service providers: infrastructure (AWS), inference (NVIDIA, Anthropic via Bedrock), and analytics/billing vendors, bound by confidentiality and data-protection terms.
• Your connected tools: data flows to Zendesk, Intercom, or HubSpot if you choose to integrate them.
• Legal requirements: if required by law, subpoena, or to protect the rights, property, or safety of Resolvix, our Customers, or others.
• Business transfers: in connection with a merger, acquisition, or sale of assets, with notice provided where required.

6. Data Retention

Conversation and ticket data is retained for the duration of your subscription plus 90 days, unless you request earlier deletion or a longer retention period is required for legal or billing purposes. Account and billing records are retained as required by tax and accounting law. Knowledge-base content is deleted from the live index within 30 days of removal or account closure, and from backups within 90 days.

7. Security

• Encryption in transit (TLS 1.2+) and at rest (AES-256) for all conversation and document data.
• Role-based access controls and audit logging for internal access to Customer data.
• Tenant isolation enforced at the database and vector-index query layer.
• SOC 2 Type II audit in progress, targeted for completion Q1 2026.

8. Your Rights

Depending on your location, you may have rights under GDPR, the UK GDPR, CCPA/CPRA, or similar laws, including the right to access, correct, delete, or export your personal information, and the right to object to or restrict certain processing. EU/UK/EEA Customers may also lodge a complaint with their local data protection authority.

To exercise any of these rights, contact us using the details in Section 13. We will respond within the timeframe required by applicable law.

9. Cookies & Tracking

We use strictly necessary cookies for authentication and session management, and optional analytics cookies to understand product usage. You can control non-essential cookies through your browser settings; disabling strictly necessary cookies may prevent the dashboard from functioning correctly.

10. Children's Privacy

The Service is intended for business use by adults and is not directed at children under 16. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, contact us and we will delete it.

11. International Data Transfers

Resolvix is based in the United States and primarily processes data in US AWS regions. EU data residency is available on request for Growth and Enterprise plans. Where personal data is transferred internationally, we rely on mechanisms such as Standard Contractual Clauses to provide an adequate level of protection.

12. Changes to This Policy

We may update this policy from time to time. Material changes will be notified via email or an in-product notice at least 14 days before taking effect. The "Last updated" date at the top of this page always reflects the most recent version.

13. Contact Us

Questions about this policy or your data can be sent to hello@resolvix.ai.