Privacy policy

Who we are

CustomerReplies is operated by SURGE SOFTWARE SOLUTIONS PRIVATE LIMITED (CIN U72200KA2021PTC154343), 1st Floor, Sy No. 13/1, Shop No. 2, 4th Main Road, Thubarahalli, Bengaluru Urban, Karnataka 560066, India. For our customers' end users we act as a data processor; for our own account holders we are the data fiduciary (controller).

What we collect

Account data: your name, email, workspace and team members.

Customer content: the websites, files and text you add, and the conversations your agents have with your customers, including any contact details those customers share.

Billing data: plan, invoices and payment status from Razorpay or Stripe. We never see or store full card numbers.

Usage data: pages visited in the app, errors and security logs.

How we use it

To provide the service: index your knowledge, answer your customers, deliver messages on your channels, alert your team and bill you.

We do not use your content or conversations to train AI models, and we do not sell personal data.

AI processing

Answers are generated by models running on servers operated by Surge in Bengaluru. Where configured, some requests go to Anthropic (Claude) as a fallback or for some Indian languages; Anthropic does not train on API data.

Sub-processors

Hosting and database (Surge servers, with Cloudflare for network delivery), Anthropic (AI fallback), Resend (email), Razorpay and Stripe (payments), and the messaging platforms you connect (Meta, Telegram, Slack). Messages sent through a platform are also subject to that platform's terms.

Retention and deletion

We keep your data while your account is active. You can delete sources, agents or your whole workspace at any time; deleted data is removed from active systems immediately and from backups within 30 days. Payment records are kept as tax law requires.

Your rights

You can access, correct, export and delete your data, and withdraw consent, under India's Digital Personal Data Protection Act 2023 and, where it applies, the GDPR. Your customers can contact you or us about conversations with your agent.

Security

Encryption in transit, encryption of stored channel and API secrets, role-based access, workspace separation and an activity log. See the security page in our docs.

Grievance officer

Venu Gopal Reddy Muvva, Director, SURGE SOFTWARE SOLUTIONS PRIVATE LIMITED. Email [email protected]. We respond within 30 days.