The short version
- We collect what we need to run Aither for your organisation, and nothing to sell. We never sell or share personal information for advertising.
- For your customers’ support conversations, we are your processor: we act only on your instructions.
- We never use your customers’ conversations to train models that serve anyone else.
- You can ask to see, correct, export or delete your data at any time at [email protected].
Who we are and our two roles
Aither (“Aither”, “we”), a sole proprietorship based in Canada, provides an AI customer support service to businesses. We handle personal information in two different roles:
As a controller
For information about the people who visit our website, sign up, buy or use Aither, and talk to us. This notice explains how we handle it.
As a processor
For the support tickets, messages and documents our customers send through Aither, which include information about their own customers. Here our customer is the controller; we process it only to provide the Service, as set out in our terms. If you contacted a business that uses Aither, please send privacy requests to that business first.
What we collect
- Account details: name, work email, job title, organisation and sign-in information.
- Billing details: billing contact, address and invoices. Card payments are handled by our payment provider; we don’t store full card numbers.
- Usage information: how the product is used, settings you choose, audit-log events, device and browser type, IP address and approximate location.
- Website information: pages viewed and how you arrived, only where you allow analytics or marketing cookies (see our cookie notice).
- Communications: what you send us by email, chat, calls and forms, including pilot requests.
- Customer Content: tickets, messages, attachments and documents you connect, processed on your behalf as described above.
How we use it
| Purpose | Legal basis (UK and EU) |
|---|---|
| Provide, secure and support the Service | Contract; legitimate interests in running a safe service |
| Bill you and keep financial records | Contract; legal obligation |
| Improve the product using usage information | Legitimate interests |
| Send service and security notices | Contract; legitimate interests |
| Send product news and event invitations | Consent or legitimate interests; you can opt out any time |
| Website analytics and campaign measurement | Consent, through cookie settings |
| Meet legal requests and defend our rights | Legal obligation; legitimate interests |
AI and your data
Aither uses large language models to read your documents and draft replies. Customer Content is sent to our AI model providers only to generate responses for you, under terms that prohibit them from using it to train their models. We do not use Customer Content to train models that serve other customers. Any model improvements specific to your workspace stay in your workspace.
Every automated action is recorded in your audit log with the policy it relied on, so a person can review it.
International transfers
Workspace data is stored in Canada (Toronto). Some service providers process personal information outside Canada, mainly in the United States: our AI provider, to draft replies, and the services that deliver emails, texts and messages. The trust centre lists them. Where personal information moves between countries, we rely on adequacy decisions, the EU Standard Contractual Clauses and the UK International Data Transfer Addendum, together with additional safeguards such as encryption.
How long we keep it
We keep account and billing information while your account is open and for as long as the law requires afterwards, typically up to seven years for financial records. Customer Content is kept according to the retention settings in your workspace and deleted within 30 days of your account closing. Backups expire within a further 35 days.
Security
Data is encrypted in transit and at rest, access is limited to staff who need it and is logged, and we test our defences regularly. The trust centre has the details.
Your rights
Depending on where you live, you may have the right to access, correct, delete or export your personal information, to object to or restrict how we use it, and to withdraw consent. You can also complain to your local data protection authority, though we would appreciate the chance to help first.
California residents
We don’t sell or share personal information as those terms are defined in the CCPA, and we don’t use sensitive personal information to infer characteristics. You have the rights to know, delete, correct and not be discriminated against for using your rights, and you can use an authorised agent.
To make a request, email [email protected]. We will verify your identity and answer within 30 days.
Children
Aither is a business service and isn’t meant for anyone under 18. We don’t knowingly collect information from children.
Changes to this notice
When we make material changes we will update the date at the top and tell account owners by email before they take effect.
Contact
Email [email protected]. Our privacy officer, who is responsible for how Aither handles personal information, answers at the same address. If you’re not satisfied with our answer, you can complain to the Office of the Privacy Commissioner of Canada.