Security and compliance
Your customers' data is the most sensitive thing we handle. This page explains how it is protected. Contractual terms are in the documents below.
Tenant isolation
Every merchant's data is separated in the database with row-level security enforced on every tenant table. Application code cannot read another merchant's rows, and an automated isolation test suite checks this on every change.
Encryption
Traffic is encrypted in transit with TLS. Store credentials, signing secrets and customer email addresses are encrypted with a separate data key per merchant.
Customer verification
Before any order details are shared, the customer proves ownership with the order number, its email address and a one-time code sent to that address. Logged-in customers can be recognised through a signed token from your store instead.
Guardrails around the AI
Access decisions are made by the platform, never by the model. Verification codes never reach the model. Every reply is checked for order numbers or email addresses outside the verified scope and replaced if one is found.
Read-only store access
Arasta reads store data to answer questions. It does not change orders, issue refunds or edit customer records.
Retention and deletion
You choose how long conversations are kept, from 3 to 24 months; older data is deleted automatically. You can delete a single conversation or all data for a customer by email address, and every deletion is recorded in an audit log.
Abuse protection
Rate limits apply per visitor, IP address and store, with an invisible bot challenge when traffic looks automated. Spending caps stop runaway AI usage.
Transparency to your customers
The widget always tells customers they are talking to an AI assistant and that a person can join.
Questions about security or data protection? [email protected]