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Security and privacy
What's built and enforced today, in plain words: how each brand is walled off from every other, how files and AI are kept in check, and the tools you get to answer your customers' privacy requests yourself.
Every table that holds a brand's data has row-level security: the database itself checks each request against the brand it belongs to, whether it comes from the app or straight at the API. Your team's search and AI run on your organisation alone.
Your team logs into the dashboard. Your customers log into your help center, with their own accounts and their own session, and can only ever read what's theirs: their requests, claims, parcels and products.
Any team member can turn on two-factor login with an authenticator app. Team passwords are never stored by Docutize itself; sign-in runs on Supabase Auth.
Manuals, claim evidence, proofs of purchase and photos go straight from the browser to private storage, never through a public bucket, and open through links that expire in minutes. Every upload's real type is checked from its first bytes.
A photo a customer sends in chat is made again on the server as a new image with no location or device data. Videos have those details switched off before they're kept.
Answers come only from your documents, never the web or another brand's data. Nothing you or your customers send is used to train a model: Anthropic's commercial terms exclude it and Docutize has opted out of Voyage AI's training. AI drafts never send themselves; what customers write to it is treated as data, never instructions.
Every connection is over TLS. The database and file storage are encrypted at rest by Supabase on AWS.
Export everything about a customer as JSON, or delete their account from their profile. Deleting removes their login, contact details, registrations, chats and files; claims and tickets stay, anonymised, so your records still add up.
Sign-in, sign-up, password resets and the contact and waitlist forms are checked by Cloudflare Turnstile. Searches, chat messages, uploads and claims are rate-limited per customer and per network, with addresses stored only as hashes.
Where your data goes
The same list as our Privacy Policy and Data Processing Agreement, with what protects each transfer of UK and EEA data.
| Provider | What for | Where | Transfer |
|---|---|---|---|
| Supabase | Database, sign-in and file storage | United States (AWS us-east-1); its service logs in the EU | The EU Standard Contractual Clauses, with the UK Addendum, in its data processing agreement |
| Vercel | Hosting and running the service (runtime logs, which include IP addresses, kept for a day); approximate location from IP addresses - for signals, and to fill in the country on claim forms that ask for one, kept only if the form is sent | United States, and other locations through its global edge network | Its certification to the EU-US Data Privacy Framework and its UK Extension (the UK-US data bridge), and the EU Standard Contractual Clauses, with the UK Addendum, in its data processing agreement |
| Anthropic | AI answers, chat, reply drafts, summaries and parts extraction; suggesting which product an item belongs to; subjects for new help-center requests, written automatically; and suggested changes to a claim when an end user asks for one, from the claim's answers (which can include name, email and phone) | United States | The EU Standard Contractual Clauses, with the UK Addendum, in its data processing agreement (Docutize's contract is with Anthropic Ireland, Limited) |
| Voyage AI | Turning text into embeddings for search. Docutize has opted out of Voyage AI's training, so what Docutize sends is deleted once processed | United States | The EU Standard Contractual Clauses, with the UK Addendum, in its data processing agreement; its parent company, MongoDB, is also certified to the EU-US Data Privacy Framework and its UK Extension |
| Resend | Sending emails (Resend keeps their content and logs for 30 days, and its backups for 7 days) | United States | Its certification to the EU-US Data Privacy Framework and its UK Extension (the UK-US data bridge), and the EU Standard Contractual Clauses, with the UK Addendum, in its data processing agreement |
| Cloudflare | Bot checks (Turnstile) on sign-in, sign-up, password reset, contact and waitlist forms. Cloudflare also uses the check's signals (the IP address, browser and connection details) to improve its bot detection, as a controller in its own right | Global network; Cloudflare, Inc. is in the United States | Its certification to the EU-US Data Privacy Framework and its UK Extension (the UK-US data bridge); should that stop applying, the EU Standard Contractual Clauses, with the UK Addendum, in its data processing agreement |
| Stripe | Payments and billing for Docutize's customers (no help-center visitors' data) | United States and other countries where Stripe operates | Being confirmed |
Database and file storage in the United States (AWS us-east-1). Adding or replacing a provider means a notice to every brand first, as the Data Processing Agreement promises.
Retention
Optional signals (device, browser, approximate location)
Switched off in a click; deleted after 12 months, or with the customer's account
Help-center AI chats and their photos and videos
Deleted 12 months after the last message; a chat handed to your team stays in its request
Courier export files
Downloadable again for 90 days, then gone
Runtime logs at the host (Vercel)
Kept for a day
An organisation that doesn't subscribe
Deleted 30 days after a trial ends or 90 days after a paid plan ends, with two emails first
A customer who asks to be deleted
Confirmed by your team within a month; everything personal removed
Not yet. Docutize is a young product, and a certification takes a year of audited process. What's on this page is what's built and enforced today, and the Data Processing Agreement sets out the commitments in writing. If your procurement needs a questionnaire filled in, ask us.
In the United States: the database and file storage with Supabase on AWS in us-east-1, the application on Vercel. For personal data from the UK and the EEA, each provider's transfer is covered by the EU Standard Contractual Clauses with the UK Addendum, or the EU-US Data Privacy Framework, as the table above says.
Not your content. The service-role access the app uses runs only on the server, only after a membership check, and always filtered to one organisation. Docutize's staff have a private admin site, behind a password and a second factor, that shows each brand's plan, billing status, usage totals and owner's email address; it never shows your tickets, claims, documents, files or your customers' data, and every time a brand's account is opened there, it's logged. Beyond that, people at Docutize look at a brand's data only as the Data Processing Agreement allows: to give support you ask for, keep the service secure or fix a problem.
Email hello@docutize.io with what you found and how to reproduce it. A person reads it, and you'll hear back.
The detail, in writing: Privacy Policy and Data Processing Agreement
Docutize opens to new brands soon. Join the waitlist and we'll email you when it does.