1. Purpose and roles
The customer is responsible for the personal information of its end customers and users that it entrusts to the service. doue processes it on the customer’s behalf, as a service provider, only to provide the service.
Information doue processes for its own activities, such as the account, billing and platform security, is covered by its privacy policy. When a log or security record concerns the customer’s processing, it is handled under this addendum. doue always meets the obligations the law places on it directly.
2. Information and processing covered
The table below describes the information processed on the customer’s behalf.
| Information | People concerned | Processing |
|---|---|---|
| Conversations, messages and attachments | End customers and users | Receipt, storage, display, search and replies |
| Contacts and conversation identifiers | End customers | Grouping conversations and handoff to a person |
| Authorized order data (Shopify, WooCommerce) | End customers | Reading to show context in the conversation; with Shopify, carrying out the assisted actions the customer turns on and approves |
| Knowledge sources and search index | Depends on the content the customer provides | Preparing Sol’s answers |
| Logs related to the customer’s account | Users and end customers | Security, traceability and error correction |
3. Customer instructions
doue processes information under the customer’s documented instructions: the terms of service, the account settings, including those for assisted actions (permitted actions, approvers and limits), and written requests. doue tells the customer if an instruction appears to break the law.
4. Permitted and excluded uses
doue does not use the customer’s information for its own purposes. In particular, doue does not sell it, use it for advertising or use it to train AI models. doue may produce statistics on the use of the service from anonymized information that identifies neither a person nor the customer.
5. Confidentiality and security
Only authorized people who need it can access the information, and they are bound by confidentiality. doue applies security measures suited to the sensitivity of the information, described in section 12.
6. Subprocessors
doue may use subprocessors bound by a written agreement that offers equivalent protection. The current list, with their role and processing location, is provided to the customer on request at privacy@doue.ai. doue notifies the customer at least 30 days before adding or replacing a subprocessor. The customer may object on reasonable grounds related to information protection and terminate without charge if no solution is found.
7. Communication outside Québec
Before communicating information outside Québec, including elsewhere in Canada, doue conducts a privacy impact assessment and enters into a written agreement with the recipient.
8. Requests from individuals
If doue receives a request directly from an individual about the customer’s information, doue forwards it to the customer within 10 days and helps the customer respond, including to extract, correct or delete the information. This help does not limit the legal obligations that apply directly to doue.
9. Confidentiality incidents
doue notifies the customer without delay of any breach, or attempted breach, of the obligations relating to the confidentiality of the customer’s information, as soon as it becomes aware of it and without waiting for its investigation to end. The notice describes what is known and is then completed: nature of the incident, information and people affected, possible consequences, measures taken and contact person. doue preserves the evidence and helps the customer give the notices to competent authorities and the people concerned that applicable law requires according to its role.
10. Verification
doue gives the customer the information reasonably needed to verify compliance with this addendum. An on-site or third-party audit is arranged by mutual agreement, with reasonable notice, in a way that protects the security and confidentiality of other customers.
11. End of the mandate
The end of the subscription opens a return and closing phase that is part of the mandate. For 30 days, the customer can export its information. doue then destroys it in its active systems no later than 60 days after the subscription ends. Backup copies disappear through rotation no later than 90 days after that date, and a deletion is reapplied after any restore: no copy remains beyond 90 days. During this phase, the information is used only for export and destruction. The processing mandate ends when destruction is complete.
Customer content, including AI traces that contain it, follows this schedule even when a longer general period appears on the governance page. doue keeps only, for its own obligations and outside the mandate, minimal logs without conversation content and the billing records required by law. A request to delete the account follows a separate process, described on the governance page.
12. Security measures
Role-based access controls and least privilege; encryption in transit; separation of each customer account’s data; logging of access and actions; scheduled deletion under the retention schedule; incident management procedure.