Security and privacy

Onhand is built by Swiss Digital. When the assistant chats with your customers, you decide what happens with that data and we process it on your behalf. We sign a Data Processing Agreement with every customer.

How we protect your data

• Encrypted in transit. All traffic between your website, the assistant, and the portal uses HTTPS.
• Kept separate. Each customer's data is isolated. Your team only ever sees your own assistant and conversations.
• Approved domains only. The assistant only runs on the domains you approve, so nobody can put it on another site.
• Secure sign-in. Passwords are stored using strong one-way hashing, and sessions can't be used from other websites.
• Protected credentials. Any keys or credentials stored for your assistant are encrypted.
• Abuse protection. Automatic limits stop spam and misuse of your assistant.

What the assistant stores

• The conversation, with the time and a random chat id.
• The visitor's IP address and approximate country, to run and protect the service.
• Name, email, or phone, only if the visitor leaves them to be contacted.
• Answer ratings, if the visitor gives one.
• For stores: which products were shown and clicked, linked to the random chat id, not to a person.

Please don't ask customers for sensitive information such as health data, card numbers, or ID numbers in the chat.

How long we keep it

• Conversations and resolved tickets are deleted automatically after 180 days. Open tickets stay until they're resolved.
• You can delete any single conversation from the portal at any time.
• If you leave Onhand, we delete your data within 30 days, unless the law requires us to keep it.

Privacy and compliance

• We help you answer requests from your customers to see, correct, or delete their data.
• We tell you within 72 hours if a security incident affects your data.
• We give you advance notice before adding a new service provider that processes your data.
• We never sell personal data, and the chat uses no advertising or tracking cookies.

Read our privacy policy for the full details, including the providers we work with.

Questions from your security team

We're happy to fill in security questionnaires and send our Data Processing Agreement. Contact info@swissdigital.io.