Documentation
Security & privacy
A practical guide to how Squid Support handles your data and your customers' data. It is a companion to the legal documents, not a replacement for them.
The Privacy Policy is the single source of truth for what data is processed, which subprocessors are involved and on what legal basis. The Data Processing Agreement governs our role as your processor, and the Security page covers our practices at company level. Where this page and those documents differ, they win.
Where your data lives
The platform runs in the European Union. Your conversations, customer records and attachments are stored there, not replicated to another region for convenience.
Some subprocessors necessarily operate outside the EEA. Which ones, and the safeguards applied to those transfers, are listed in the Privacy Policy — kept in one place deliberately, so the list cannot go stale in two.
How data is protected
- In transit — TLS on every connection, including the chat widget on your storefront.
- At rest — AES-256 encryption for stored data.
- Integration credentials — the access tokens for your Shopify store and other connected services get an additional application-layer encryption pass before they are written to the database. A database dump alone does not yield working credentials for your store.
- Encrypted backups — taken daily and retained on a fixed schedule, inheriting the same encryption as production.
Isolation between accounts
Squid Support is multi-tenant, so isolation is the property that matters most. Every database query is scoped to a single organization — this is enforced in code and covered by automated tests, rather than relying on each new feature remembering to filter correctly. One merchant cannot reach another merchant's conversations, customers or settings.
Within your own account, access is controlled by role. Every endpoint requires a specific named permission rather than a broad "admin" flag, so you can give an agent what they need to work tickets without granting billing or configuration access. Roles are covered in Getting started.
Access logging
Whenever a customer's stored personal data is viewed or exported, a structured access event is recorded showing who accessed it, for which organization, and when. Privacy-request handling writes its own audit entries. If you ever need to demonstrate who inside your team saw a customer record, that evidence exists.
Webhook verification
Every inbound Shopify webhook is verified against its HMAC signature before it is acted on, and requests with a missing or invalid signature are rejected outright. Deliveries are also de-duplicated, so a replayed webhook cannot re-trigger an action such as an erasure a second time.
What happens when you uninstall
Uninstalling is deliberately a two-stage process, because Shopify sends two separate signals and they mean different things.
- Immediately on uninstall — we mark the installation as removed, clear the stored Shopify access tokens and connection details for that brand, and cancel the subscription if you were billed through Shopify. Your conversation history is not deleted at this point. If you reinstall shortly afterwards, your history is still there.
- About 48 hours later — Shopify sends a shop erasure request, and we erase the shop's cached customer data and detach the store's links to your brand.
That gap is intentional on Shopify's part: it protects merchants who uninstall by accident, or who are switching plans.
Handling a data subject request
For shopper data, you are the controller and we are your processor — shoppers should approach you, and we help you answer. Requests that arrive through Shopify are handled automatically:
| Request | What happens |
|---|---|
| Customer data request | We gather that customer's stored record and their conversation transcripts, package them as a structured export, and deliver it to your administrators so you can pass it to the shopper. |
| Customer redaction | We erase that customer's personal data for your account — every personal field on the record is cleared and the conversation transcripts are scrubbed. The de-identified record and non-personal aggregates remain so your history stays intact, and a proof-of-erasure entry is written that itself contains no personal data. |
| Shop redaction | Sent after uninstall. Erases the shop's cached customer data and the stored credentials. |
You can also delete individual conversations and customer records yourself at any time from the dashboard. For a request that does not arrive through Shopify, or one about your own staff's data, email legal@squidsupport.ai. We commit to completing a validated request within 30 days.
What we do not do with your data
- We do not sell personal data.
- We do not use your customers' data for marketing, profiling or scoring.
- We do not allow model providers to train on the data processed through Squid Support.
Reporting a vulnerability
Email legal@squidsupport.ai. Please give us a chance to fix an issue before disclosing it publicly. We maintain a written incident response policy covering detection, containment, notification and post-incident review; affected merchants are notified within 72 hours of a confirmed incident affecting their data.