Privacy Policy
2026-10-18
This policy explains how Abkus Support processes personal data. Abkus Support is operated by Abkus LLC and uses the Abkus Hub for identity, billing and AI routing.
Controller and contact
Data controller: Abkus LLC. Privacy requests: privacy@abkus.com. For support about a specific request, contact the workspace that owns the ticket.
Data we process
We process the account data you sign in with (name and e-mail, received from the Abkus Hub through single sign-on), the knowledge documents you add (pasted, imported from a URL or uploaded as PDF), the messages of each ticket (including the text a visitor writes in the widget), the requester e-mail when one is provided, the satisfaction score a visitor leaves, and technical data needed to operate the service (IP address for rate limiting, timestamps and request identifiers).
Purposes and legal bases
Data is processed to provide the service you requested: answering tickets from your knowledge, handing a conversation to a human when the engine is not confident, showing the satisfaction score, and protecting the service against abuse. The legal bases are performance of the contract, your consent where required, and our legitimate interest in keeping the service secure.
AI processing through the Abkus Hub
Answers are generated by models routed through the Abkus Hub; this app never calls a model provider directly. To answer a ticket, the message text and the relevant excerpts of your knowledge are sent to that routing layer and to the model provider selected for the request. The current providers and the AI governance terms are described in the Abkus Hub privacy policy and AI governance page. The visitor data is used to answer that conversation, not to advertise to the visitor.
Security and encryption
The requester e-mail is encrypted at rest, and the service uses a sophisticated encryption and decryption system to keep all corporate information safe. Access to a workspace is limited to the authenticated owner, and the public widget requires an allowed origin plus a short-lived token to read or write a thread.
Retention
Tickets, messages and satisfaction scores are kept while the workspace exists and are removed when the owner deletes them or closes the workspace. Knowledge documents are kept until the owner deletes them. Rate-limit counters are short lived. Retention for backups follows the Abkus backup and disaster-recovery policy.
Your rights under the LGPD
Under the Brazilian General Data Protection Law (Law 13.709/2018, LGPD) you may request confirmation of processing, access, correction, anonymization, portability, deletion of data processed with consent, and information about sharing. Requests are answered through privacy@abkus.com. A visitor may also contact the workspace that owns the ticket.
Changes to this policy
When this policy changes, the updated date at the top changes. Material changes are communicated in the product or by e-mail to the workspace owner.