Dixa.com

Keeping your account and data secure is a necessity for our operations. You probably came here because you have questions, so let’s answer the two most important ones:

Is our customer data secure?

The short answer is yes. We store it on Amazon’s secure servers and back it up every day. Scroll to see our setup.

Do you sell our data or give it away?

Never. Your customer data belongs to you and you only, and our employees’ access to your data is need-to-know.

Encrypted communication

Communication between your browser and Dixa is encrypted using the HTTPS protocol and SSL certificates, ensuring the integrity of and privacy of your customer data while you work with Dixa. The same goes for your customers, even if your own website only runs the standard HTTP. This is basically the same level of security as your online bank.

Data storage on Amazon’s secure servers

We store your data on Amazon’s secure servers in Ireland and back up everything once a day in another physical location in Europe in compliance with the EU Data Protection Directive.
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We use Amazon’s Web Services for our cloud infrastructure, all of which auto-scale so our servers won’t ever get bogged down. If you’re interested in certifications, these are Amazon’s.

Secure payments by Stripe

Stripe handles our payments and credit card data. That means we don’t even store your credit card details anywhere – we leave that to the experts.

Stripe is a level 1 PCI Service Provider, which is the highest level of certification for payment services. You can read more about Stripe’s security here.

Secure access from anywhere

We don’t work with passwords for our users. Instead we send an email to your business email address which carries a login token that expires after five minutes.

This replaces the single sign-on that many of our competitors use and is as secure as your corporate email.

Minimum necessary access controls

We make sure our employees cannot freely access your account and data. Only those of our employees who you invite, e.g. for onboarding purposes, as well as a few of our devs will ever be able to gain access. Similarly, as an admin and/or account creator, you decide on the fly who to invite from your organization and their level of access.

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Minimum subprocessors

Core sub-processors are integrated into Dixa's services and required to process the customer's personal data in order for the Customer to enjoy and make use of the Dixa Services.

Supplier	Address	Purpose	Transfer mechanism	Categories of data
Amazon Web Services EMEA SARL	Avenue John F. Kennedy 38, Luxembourg, 1855, Luxembourg	Data Center infrastructure (Hosting and computing power) / Infrastructure for e-mail handling		All customer data in the Dixa services, including: full name, messages, notes, phone number, email, phone call details, analytics reports.
Dagasan	Monaco	Platform development and maintenance.	EU SCC	All customer data in the Dixa services.

Dixa Group Companies

Supplier	Address	Purpose	Transfer mechanism	Categories of data
Elev.io Pty Ltd	Level 6, 43 Hardware Lane, Melbourne, 3000, Victoria, Australia	Platform development and maintenance.	EU SCC	All customer data in the Dixa services.
Dixa GmbH (formerly Solvemate GmbH)	Friedrichstraße 114 A, 10117 Berlin, Germany	Platform development and maintenance.		All customer data in the Dixa services.
Miuros SAS	92 Cours Lafayette, CS 53515, 69489 Lyon, Cedex 03, France	Platform development and maintenance.		All customer data in the Dixa services.
Dixa Ltd	Knotel, Clerks Court, 18-20 Farringdon Ln, London EC1R 3AU, United Kingdom	Pre- & post-sales solutions consulting, and customer support.	Adequacy decision, alternatively EU SCC	Customer Data in the Dixa services.
Dixa Inc.	211 East 43rd Street, 7th Fl – PMB #AV104, New York, NY, 10017, USA	Pre- & post-sales solutions consulting, and customer support.	EU SCC or EU-US DPF	Customer Data in the Dixa services.

Modular sub-processors

Sub-processors may be used by a Customer as part of the Dixa Services (if purchased as a service or channel). Sub-processors relevant to an individual customer will depend on add-ons and channels that the customer uses.

Supplier	Address	Purpose	Transfer mechanism	Categories of data
Voxbone S.A. (Bandwidth Group)	Avenue Louise 231, 1050 Ixelles, Belgium	Telecommunications/ VoIP provider	EU-US DPF, EU SCC	Contact information, Customer communication data
DIDWW Ireland Limited	10/13 Thomas Street, The Digital Hub, Dublin 8, Ireland	Telecommunications/ VoIP provider	EU SCC	Contact information, Customer communication data
Gradwell Communications Ltd.	Onecom House 4400 Parkway Whiteley, Fareham, Hampshire, England, PO15 7FJ, United Kingdom	Telecommunications/ VoIP provider	EU SCC	Contact information, Customer communication data
Elev.io Pty Ltd	Level 6, 43 Hardware Lane, Melbourne, 3000, Victoria, Australia	Knowledge base functionality.	EU SCC	Content stored and accessed in the knowledge base functionality provided by Elev.io, including author information.
Twilio, Inc.	101 Spear Street, 5th floor, San Francisco, CA 94105. Twilio Ireland Limited: 70 Sir John Rogerson's Quay, Dublin 2, D02 R296, Ireland	Call/Text handling technology/infrastructure. E.g. SIP trunk provisioning, client calls, conference mixing, voice routing, outbound PSTN provider. Telecommunications and integration provider for instant messaging (WhatsApp)	EU-US DPF, EU SCC	Contact information, Customer communication data
Avoxi, Inc.	300 Galleria Parkway SE, Suite 610, Atlanta, Georgia 30339, USA	Telecommunications/ VoIP provider	EU-US DPF, EU SCC	Contact information, Customer communication data
Dixa GmbH (formerly Solvemate GmbH)	Friedrichstraße 114 A, 10117 Berlin, Germany	Chatbot intelligence		Content stored in the chatbot functionality, such as personal identification, contact information, and inputs of end-users sent in the feedback forms.
Miuros SAS	92 Cours Lafayette, CS 53515, 69489 Lyon, Cedex 03, France	Customer Service Performance Platform/ Analytics	EU SCC	Content used for the analytical data reports, including personal identification, analytics, contact information, and messages.
Bird Eats Bug (Bird Labs GmbH)	c/o Factory Works GmbH Rheinsberger Straße 76/77, 10115 Berlin, Germany	Bug reporting	EU SCC	All customer data included in the bug report.
Microsoft Ireland Operations Limited	ONE MICROSOFT PLACE, SOUTH COUNTY BUSINESS PARK, LEOPARDSTOWN, Dublin 18, D18 P521, Dublin, IRELAND	Processing of data by Azure OpenAI Service (e.g. ChatGPT) in order to provide artificial intelligence capabilities in relation to linguistic analytics of, and replies to, conversations.	EU-US DPF, EU SCC	Conversations, incl. End-User Contact information (name, email, id. etc), Knowledge Articles.
Bandwidth Inc. (Bandwidth Group)	2230 Bandmate Way, Raleigh, NC 27607, USA	Telecommunications/ VoIP provider	EU-US DPF, EU SCC	Contact information, Customer communication data
Auth0 (Okta Inc)	100 First Street, 6th Floor, San Francisco, CA 94105, USA	Provider of advanced authentication options for login to the Dixa Platform.	EU SCC	Agent login identifier (e.g. email)
Lab08 ApS	Bredgade 21B, 1260 Copenhagen K, Denmark	An integration partner which may assist with building custom integrations, if the Customer has purchased services for development or maintenance of custom integrations.	N/A	Conversations, incl. End-User Contact information (name, email, id. etc), Knowledge Articles.
Anthropic Ireland, Limited	6th Floor, South Bank House, Barrow Street, Dublin 4, Dublin, Ireland	Processing of data by Anthropic AI models in order to provide artificial intelligence capabilities in the Dixa Platform.	EU SCC, EU-US DPF	Conversations, incl. End-User Contact information (name, email, id. etc), Knowledge Articles.
Makes You Local	Østbanegade 123, 2100 Copenhagen, Denmark	An onboarding partner which may assist with onboarding our Customers to the Dixa Services, if Dixa assigns Makes You Local to perform the onboarding. The onboarding partner will be able to see the content of the Customers organisation for onboarding purposes.		All customer data in the Dixa services, including: full name, messages, notes, phone number, email, phone call details, analytics reports which may be accessed in the course of the vendor providing assistance with onboarding.
BrowserStack	4512 Legacy Dr, Ste 100, Plano, Texas 75024, USA	Bug reporting services	EU SCC or EU-US DPF	All customer data included in the bug report.
EverHelp Ltd	5-9 Main Street, GX11 1AA, Gibraltar, Gibraltar	Provision of external support team services.	EU SCC	Conversations with Dixa customer's agents; Agent information; All Customer Data in Customer when needed to access to troubleshoot Dixa Customer's support request.
Langfuse GmbH	Gethsemanestr. 4, 10437, Berlin, Germany	A management platform for Artificial Intelligence, Machine Learning and Large Language Models (AI/ML/LLM). This service helps process the data and send the data to the appropriate AI/ML/LLM solution, optimize prompts, and return the results from AI/ML/LLM to Dixa.	Adequacy decision, EU SCC	Conversations, incl. the content of message/communication, end-user and agent information (name, email, number, id. etc), knowledge articles and their meta-data, as well as derived output material resulting from analysis of said input data.
Elevenlabs Inc.	169 Madison Ave #2484, New York, NY 10016, USA	Provides services for AI powered Voice/Speech functionalities, e.g. input analysis and output generation for Speech-to-Text, Text-to-Speech and Speech-to-Speech functionalities.	Adequacy decision, EU SCC and/or EU-US DPF	Conversations, incl. the content of message/communication, end-user and agent information (name, email, number, id. etc), knowledge articles and their meta-data, as well as derived output material resulting from analysis of said input data.

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