Privacy Policy
Last Updated: January 15, 2025
At machiidenfile, we take your privacy seriously. This document explains how we handle information when you use our chatbot analytics and performance monitoring services.
We're based in Switzerland, which means we follow some of the strictest data protection standards in the world. But beyond legal compliance, we believe transparency about data practices is just good business.
Who We Are
machiidenfile provides analytics and performance monitoring tools for chatbot systems. Our office is located at Via Greina 2, 6900 Lugano, Switzerland. We process data on behalf of businesses that want to understand how their chatbots perform and improve user interactions.
When we say "we," "us," or "our," we're talking about machiidenfile. "You" or "your" refers to anyone using our services, whether you're a business client or an end user interacting with a chatbot monitored by our platform.
What Information We Collect
The data we collect depends on how you interact with our services. Here's what that actually looks like:
Information You Give Us Directly
- Account Information: When you create an account, we collect your name, email address, company name, and billing details. Pretty standard stuff for any business service.
- Communication Data: If you contact us through support@machiidenfile.com or our contact form, we keep records of those conversations so we can help you better next time.
- Payment Information: We use third-party payment processors, so we don't directly store your full credit card numbers. We do keep basic transaction records for accounting purposes.
Information We Collect Automatically
- Chatbot Interaction Data: This is the core of what we do. We collect conversation logs, user queries, response times, error rates, and performance metrics from chatbots monitored through our platform.
- Technical Data: IP addresses, browser types, device information, and timestamps. This helps us detect issues and improve our service.
- Usage Analytics: How you navigate our dashboard, which features you use most, and where you might be getting stuck.
Important: The specific conversation content we collect depends entirely on what your chatbot processes. If your chatbot handles sensitive information, that data passes through our monitoring system. We'll talk more about how we handle that below.
How We Use Your Information
We're not in the business of collecting data for its own sake. Everything we collect serves a specific purpose:
Purpose | What This Means |
---|---|
Service Delivery | Analyzing chatbot performance, generating reports, identifying conversation patterns, and providing the monitoring tools you signed up for. |
Service Improvement | Spotting bugs, developing new features, and making our platform more useful based on how people actually use it. |
Customer Support | Helping you when things go wrong, answering questions, and keeping records so we don't ask you the same questions twice. |
Security | Detecting unusual activity, preventing unauthorized access, and protecting both your data and our systems. |
Legal Compliance | Meeting our obligations under Swiss data protection law and other applicable regulations. |
We don't use your data for advertising purposes. We don't sell information to third parties. Our business model is straightforward: you pay us for analytics services, and we provide those services.
Legal Basis for Processing
Under Swiss and European data protection law, we need a legal justification for processing personal information. Here's where we stand:
- Contractual Necessity: Most of what we do is necessary to provide the service you've contracted for. Can't deliver chatbot analytics without processing chatbot data.
- Legitimate Interest: We have legitimate business interests in improving our service, preventing fraud, and maintaining security.
- Legal Obligation: Sometimes Swiss law requires us to retain certain records or comply with specific procedures.
- Consent: In some cases, we'll ask for your explicit permission, particularly for optional features or communications.
Who We Share Data With
We keep data sharing to a minimum, but running a modern software service requires working with some third parties:
Service Providers
We work with companies that provide infrastructure, payment processing, email delivery, and analytics tools. These providers only access data necessary to perform their specific functions, and they're contractually obligated to protect it.
Business Transfers
If machiidenfile is acquired or merged with another company, your information would likely be transferred as part of that transaction. We'd notify you beforehand and explain any changes to how your data is handled.
Legal Requirements
We'll disclose information if required by Swiss law, court order, or legitimate legal process. We'll also share data if necessary to protect our rights, prevent fraud, or address security issues.
International Data Transfers
Our primary infrastructure is located in Switzerland and the European Union. However, some of our service providers operate servers in other countries, including the United States.
When data leaves Switzerland, we make sure appropriate safeguards are in place. This typically means using providers that comply with recognized frameworks or signing Standard Contractual Clauses approved by Swiss authorities.
You should know that data protection standards vary by country. While we choose partners carefully, international transfers do involve some additional considerations.
Your Rights
Swiss data protection law gives you significant control over your personal information. Here's what you can actually do:
Access Your Data
You can request a copy of the personal information we hold about you. We'll provide this in a readable format within 30 days.
Correct Inaccurate Information
If something we have on file is wrong, let us know and we'll fix it. You can update most account information directly through your dashboard.
Request Deletion
You can ask us to delete your personal data, though this might not be possible if we have legal obligations to retain certain records or if deletion would prevent us from providing the service.
Object to Processing
If we're processing your data based on legitimate interest, you can object. We'll stop unless we have compelling reasons to continue.
Data Portability
You can request your data in a machine-readable format so you can transfer it to another service provider.
Restrict Processing
In certain situations, you can ask us to temporarily limit how we use your information while we address a concern you've raised.
To exercise any of these rights, contact us at support@machiidenfile.com. We'll need to verify your identity before processing requests, which usually means confirming you control the email address associated with the account.
How Long We Keep Your Data
We don't keep information longer than necessary, but "necessary" varies depending on what we're talking about:
- Account Information: We keep this while your account is active and for up to one year after closure, mainly for accounting and legal purposes.
- Chatbot Analytics Data: Retention periods depend on your service plan, typically ranging from 90 days to two years. You can usually configure this in your dashboard settings.
- Communication Records: Support conversations are kept for three years to help with ongoing issues and service improvement.
- Financial Records: Swiss law requires us to keep invoicing and payment records for ten years.
- Security Logs: We keep technical logs for six months unless they're needed for an ongoing security investigation.
When retention periods expire, we either delete data or anonymize it so thoroughly that it can't be traced back to you.
Security Measures
We take security seriously, but we're also realistic about what that means. Perfect security doesn't exist, so instead we focus on reasonable, industry-standard protections:
- Data is encrypted in transit using TLS 1.3 and at rest using AES-256 encryption
- Access to personal data is restricted to employees who need it for their jobs
- We use multi-factor authentication for administrative access
- Regular security audits and penetration testing help us spot vulnerabilities
- Our infrastructure partners maintain ISO 27001 and SOC 2 certifications
- We have incident response procedures for handling potential breaches
If we experience a data breach that could affect you, we'll notify you within 72 hours of discovering it, as required by Swiss law. We'll explain what happened, what data was affected, and what steps we're taking.
Cookies and Tracking
Our website uses cookies, but we keep this pretty minimal:
- Essential Cookies: These keep you logged in and remember your preferences. They're necessary for the service to work.
- Analytics Cookies: We use basic analytics to understand how people use our platform. You can disable these in your browser settings.
- Security Cookies: These help us detect and prevent fraudulent activity.
We don't use advertising cookies or third-party tracking for marketing purposes. Most browsers let you control cookie settings, though blocking essential cookies will break some functionality.
Children's Privacy
Our services are designed for businesses, not children. We don't knowingly collect information from anyone under 16. If you're a parent and believe your child has provided us with personal information, contact us and we'll delete it.
Changes to This Policy
We update this policy occasionally as our practices evolve or laws change. When we make significant changes, we'll notify active customers by email at least 30 days before the changes take effect.
The date at the top of this document shows when it was last revised. Continuing to use our services after changes take effect means you accept the updated policy.
Regulatory Authority
We're subject to Swiss data protection law and overseen by the Federal Data Protection and Information Commissioner (FDPIC). If you have concerns about how we handle your data that we haven't resolved to your satisfaction, you have the right to file a complaint with the FDPIC.
Questions About This Policy?
If something in this policy isn't clear, or you have questions about how we handle your data, we're here to help.
Email: support@machiidenfile.com
Phone: +41 22 552 08 73
Address: Via Greina 2, 6900 Lugano, Switzerland