Privacy policy

Two distinct roles

Raggli processes two sets of data that fall under different legal regimes, and this policy keeps them apart wherever it matters.

For customer account data — credentials, billing, transactional emails, audit log — 404 AFK is the data controller: it decides the purposes, and rights requests about that data are addressed to it.

For the content a customer provides (documents, web pages, pinned answers), the conversations of their site's visitors and the callback requests left there, 404 AFK is a processor within the meaning of Article 28 GDPR: the customer is the controller, and the relationship is governed by the data processing agreement (DPA), which is part of the contract. The people concerned by that data exercise their rights with the site that embeds the chat, not with 404 AFK.

What we process

Three distinct sets, serving different purposes:

• Account: email address, password (stored as a hash, never in clear text) or Google identifier if you sign in with Google, organization name, display preferences.
• Content: the documents you upload, the web pages you add and the answers you pin; the text extracted from documents and pages, and the vectors computed from that text so the service can search it.
• Conversations: the questions your visitors ask, the answers generated, the detected language and technical measurements (latency, token volume). The widget never asks a visitor for their identity, and records neither IP address nor browser fingerprint.
• Callback requests: when the customer switches on human escalation, the email address and the message a visitor writes themselves in the widget's form, together with the timestamp of their consent. The option is off by default, and nothing is collected until a visitor fills the form in.

Purposes and legal bases

• Providing the service — account creation, content ingestion, answer generation. Legal basis: performance of the contract.
• Billing the subscription and enforcing quotas. Legal basis: performance of the contract and accounting obligations.
• Securing the service — attempt rate limiting, anti-bot verification at sign-up, audit log of sensitive actions. Legal basis: legitimate interest.
• Improving answer relevance by measuring service quality. Legal basis: legitimate interest.
• Putting a visitor in touch with a person, when the customer has switched that option on: passing the address and message left in the form to the customer so they can reply. Legal basis: the visitor's consent, collected in the form and timestamped.

What we do not do

Your content and conversations are not used to train any artificial intelligence model, ours or a third party's. They are not sold, transferred or shared for commercial or advertising purposes.

Each organization is isolated from the others at the database level: a query issued for one organization cannot reach another's data.

Sub-processors and recipients

The full list of providers — who, for what, where, and under which transfer safeguards — is published and dated on this site's Sub-processors page. It distinguishes processors within the meaning of the GDPR from providers acting as independent controllers (payment, Google sign-in).

Microsoft Azure and Google (Vertex AI Search, for ranking content and the questions visitors ask) process the content and conversations covered by the data processing agreement; the other providers only touch the account, the payment or the anti-bot check.

Retention periods

Account data and content are kept for as long as the account exists; deleting a document, a page or a pinned answer removes it immediately, search index included. The following purges run automatically, every day:

• Conversations and messages: 365 days after the last activity.
• Callback requests left by a visitor: 365 days after they were sent.
• Vectors of asked questions: 120 days.
• Audit log: 730 days (traceability obligation).
• Sent-email log: 7 days.
• Ingestion job history: 7 days.
• Anti-abuse counters: 10 minutes.
• Record of acceptance of the contractual documents: for as long as the account exists, then 5 years after it is closed (the commercial limitation period), and automatically deleted at that term.

Transfers outside the European Union

The service is hosted in the European Union. Some providers established in the United States may nevertheless process data; those transfers rely on an adequacy decision (EU-U.S. Data Privacy Framework) or, failing that, on the European Commission's standard contractual clauses — the exact basis is stated provider by provider on the Sub-processors page.

Your rights

You have rights of access, rectification, erasure, restriction, objection and portability over your data. Some of them you exercise directly from your account: you can view, export and delete your content and conversations, and delete your account.

For the rest, write to [email protected]. You may also lodge a complaint with the French data protection authority (CNIL).

If you are a visitor of a site that uses Raggli, address your request to that site: it is the controller of your conversations, and 404 AFK assists it in answering, as the DPA provides.

Cookies

No advertising cookie, no analytics tracker. The service sets an authentication cookie (required to stay signed in) and a cookie remembering the display language. Your light or dark theme preference is kept in your browser's local storage. These uses are strictly technical and require no consent.