Data processing agreement
Last updated 25 August 2026
This agreement applies where Horizon Digital Ventures, LLC ("Braid", "Processor") processes personal data on behalf of a customer ("Controller") using the Braid platform. It forms part of our terms of service.
If you need this executed as a signed document, write to privacy@getbraid.ai and we will arrange it.
1 · Roles
You are the controller of the personal data in your workspace — your customers' messages, contact details and the knowledge you upload. You decide why and how it is processed.
We are the processor. We process that data only on your documented instructions, which comprise this agreement, our terms, and your use of the product's own settings.
For your account data — your name, your email, your workspace's details — we are the controller, and our privacy policy governs it.
2 · Subject matter and duration
Subject matter: providing the Braid customer support platform.
Duration: for as long as your workspace exists, plus the deletion windows in section 7.
Nature and purpose: receiving, storing and displaying customer conversations; generating AI replies from your knowledge base; routing conversations to your team; producing your analytics.
Types of personal data: message content, phone numbers, email addresses, messaging account identifiers, profile names, files sent by customers, and any personal data contained in the knowledge you upload.
Categories of data subject: your customers, and the members of your team who use Braid.
3 · Our obligations
We will:
- process personal data only on your documented instructions, and tell you if we believe an instruction breaches applicable data protection law;
- ensure people authorised to process the data are bound by confidentiality;
- implement appropriate technical and organisational measures — see section 5;
- assist you, so far as we reasonably can, with data subject requests, impact assessments and consultations with supervisory authorities;
- make available the information needed to demonstrate compliance with this agreement.
4 · Sub-processors
You give general authorisation for us to engage sub-processors. The current list, with what each does, is at sub-processors.
We will update that page and notify workspace admins before adding a sub-processor that processes customer personal data. You may object on reasonable data-protection grounds within 30 days by writing to privacy@getbraid.ai. If we cannot resolve your objection, you may terminate the affected part of the service without penalty.
Each sub-processor is bound by obligations no less protective than these.
5 · Security
We maintain measures appropriate to the risk, including:
- encryption in transit and at rest;
- tenant isolation enforced in the database by row-level security, not by application code;
- credentials held in an encrypted vault, never displayed back through any interface;
- role-based access enforced at the data layer;
- configurable retention with automatic anonymisation past the window.
Further detail is on our security page.
6 · Personal data breaches
We will notify you without undue delay after becoming aware of a personal data breach affecting your data, with the information you need for your own notification obligations, and will keep you updated as we learn more.
7 · Deletion and return
You can export your workspace data at any time from within the product.
On deletion of a workspace, we erase the data after 30 days. Configurable retention anonymises conversations past your chosen window on a rolling basis. Both are described at data deletion.
Backups are erased on their own cycle, which does not exceed 35 days.
8 · International transfers
Workspace data is stored and processed in the European Union. Where personal data reaches a sub-processor established outside it, the transfer relies on the European Commission's Standard Contractual Clauses or an adequacy decision.
9 · Audits
We will provide the information reasonably necessary to demonstrate compliance. Where an on-site audit is required by law, we will cooperate in agreeing a scope that does not compromise the confidentiality or security of other customers' data.
Contact
privacy@getbraid.ai Horizon Digital Ventures, LLC, 131 Continental Dr, Suite 305, Newark, DE 19713, United States