Wevyn.ai is a product of Altius Customer Services Pvt. Ltd., incorporated in Mumbai, Maharashtra, India. This Privacy Policy applies to all visitors, customers, agents, and users of the Wevyn.ai platform and website (https://wevyn.ai).
All data is hosted on Amazon Web Services (AWS) in the ap-south-1 (Mumbai, India) region. No customer data is stored outside India.
§1Data We Collect
Platform users (agents & administrators)
- Name, work email address, role, and profile information
- Login timestamps and IP addresses
- Activity within the platform (tickets handled, calls taken, settings changed)
End users (customers of businesses using Wevyn)
- Contact details provided during support (name, email, phone number)
- Conversation content — messages, call audio, call transcripts, attachments
- Order or account references shared during support interactions
- CSAT and NPS survey responses
Website visitors (wevyn.ai)
- Analytics data via Google Analytics (page views, session data, referral source)
- Contact form submissions (name, email, company, message)
§2How We Use Your Data
| Purpose | Legal Basis |
|---|---|
| Providing the support platform to workspace customers | Performance of contract |
| Processing support conversations, calls, and tickets | Performance of contract / Legitimate interest |
| Generating AI-powered summaries and quality analytics | Legitimate interest (QA and service improvement) |
| Sending platform notifications and system alerts | Performance of contract |
| Responding to contact form enquiries | Consent |
| Fraud detection and security monitoring | Legitimate interest |
| Complying with legal obligations | Legal obligation |
§3Data Security & Protection
We use a defence-in-depth approach with multiple layers of protection:
Infrastructure
- Hosting: All data is stored on AWS ap-south-1 (Mumbai, India). Data does not leave India for storage.
- Encryption in transit: TLS 1.2 / 1.3 (HTTPS) enforced on all API and web endpoints.
- Encryption at rest: AES-256 server-side encryption on S3; encrypted database volumes.
Access control
- Authentication: Signed JWT tokens with short-lived expiry; invalidated on logout.
- RBAC: Agent, supervisor, and admin roles with permissions enforced at the API layer on every request.
- Tenant isolation: Every database query is scoped with a mandatory tenant ID — no workspace can read another workspace's data.
Audit logging
- All administrative actions recorded with actor identity, action type, timestamp, and IP address.
- Audit logs retained for a minimum of 12 months.
§4AI Features & Sub-processors
| Provider | Feature | Data transmitted | Training? |
|---|---|---|---|
| Deepgram | Call transcription (audio → text) | Call audio stream only | No |
| Groq (Llama 3.1) | Call & conversation summaries, sentiment, Auto QA | Transcript text | No |
| Groq (Llama 3.1) | AI voice agent conversations | Conversation turn messages | No |
| OpenAI (text-embedding-3) | Knowledge base semantic search | Article text only — no customer data | No |
| OpenAI (GPT-4o-mini) | Chatbot replies & intent classification | Chatbot session messages | No |
| AWS Bedrock (Llama 3) | Chatbot fallback routing | Chatbot session messages | No |
Workspace administrators can independently disable any AI feature via Settings → Features, stopping data transmission to the relevant provider.
§5Data Sharing
Altius does not sell personal data to any third party.
| Recipient | Purpose | Basis |
|---|---|---|
| Amazon Web Services (AWS) | Infrastructure hosting and storage | DPA; data stays in ap-south-1 (India) |
| Groq Inc. | AI summaries and voice agent inference | API terms; inference only, not retained |
| OpenAI Inc. | Chatbot replies and knowledge base embeddings | API DPA; not used for training |
| Deepgram Inc. | Speech-to-text transcription | Enterprise agreement; zero audio retention |
| AWS Bedrock | Fallback chatbot inference | AWS DPA; not used for training |
§6Data Retention
| Data category | Default retention | Configurable? |
|---|---|---|
| Conversation messages (chat, email, WhatsApp) | 24 months from close | Yes — per workspace |
| Call recordings (audio) | 12 months from call date | Yes — per workspace |
| Call transcripts | 24 months from call date | Yes — per workspace |
| Ticket records | 24 months from ticket close | Yes — per workspace |
| Customer profiles | 24 months from last interaction | Yes — per workspace |
| AI-generated summaries and analysis | Same as parent record | Follows parent |
| Audit logs | 12 months minimum | No |
| Platform access logs | 90 days | No |
| Billing and invoicing records | 7 years | No — legal requirement |
Upon workspace termination, all workspace data is permanently purged from all storage within 30 days.
§7Your Rights
Under the Digital Personal Data Protection Act, 2023 (DPDP Act), you have the right to:
Access
Request a copy of personal data we hold about you.
Correction
Request correction of inaccurate or incomplete data.
Erasure
Request deletion of your data, subject to legal retention obligations.
Grievance redress
Lodge a complaint with the Data Protection Board of India.
Email [email protected] to exercise any of these rights. We will respond within 30 calendar days.
§9Children's Data
The Wevyn.ai platform is not directed at individuals under 18 years of age. We do not knowingly collect personal data from minors. If you believe a minor has provided data through our platform, please contact [email protected] and we will delete it promptly.
§10Policy Updates
This Privacy Policy may be updated periodically. Material changes will be communicated to workspace administrators via email with at least 30 days' notice. The current version is always available at https://wevyn.ai/privacy-policy.
Contact Us
For privacy questions, data subject requests, or to request a Data Processing Agreement (DPA):