Privacy Policy

1. Who we are

Prowebio operates Aideck. For server content (tickets, knowledge, member messages), the server’s administrators decide why and how it is processed; we process it on their behalf to provide the Service. For dashboard accounts, we are responsible for that data. Contact: aideck@prowebio.com.

2. What we collect

• Dashboard accounts: Discord user ID, username, display name and avatar; OAuth access/refresh tokens (encrypted at rest); the list of servers you can manage (cached briefly); session records.
• Servers: server ID, name, icon, owner ID, configuration, staff roles, support panels and subscription entitlements reported by Discord.
• Tickets: ticket metadata (number, subject, description, status, timestamps, assigned staff), participant IDs, ticket events, satisfaction ratings and — only if enabled by the server and permitted by Discord — the text of messages sent in ticket channels.
• AI interactions: questions asked, generated answers, sources used, feedback, token usage and estimated cost.
• Knowledge base: FAQs, articles, extracted text of uploaded documents and imported web pages. Raw uploaded files are deleted as soon as their text has been extracted.
• Security logs: audit logs of administrative actions and a salted, one-way hash of IP addresses (raw IPs are not stored).

We do not collect message content outside ticket channels, except messages that mention the bot.

3. How we use data

• To provide AI answers, tickets, notifications, analytics and the dashboard.
• To enforce plan limits, prevent abuse and keep the Service secure.
• To process subscriptions using entitlement information provided by Discord.

We do not sell personal data and we never use your conversations or knowledge base to train AI models.

4. AI processing

To answer a question, we send the question, a limited amount of recent conversation context and the most relevant excerpts of the server’s knowledge base to our AI provider (currently OpenAI) via its API. Requests are made with provider-side response storage disabled. Under the provider’s API terms, API data is not used to train its models; the provider may retain request data for a limited period for abuse monitoring. User identifiers sent to the provider are one-way hashed.

5. Service providers

• Hosting and databases (our server infrastructure provider).
• OpenAI — AI text generation and embeddings.
• Discord — platform, authentication and payment processing for subscriptions.

6. Retention

• Closed tickets and their messages: 14 days on Free, 90 days on Plus, or shorter if the server chooses. After a downgrade the longer window applies during a grace period.
• AI questions and answers outside tickets: text is removed after the same window; non-personal usage metrics are kept up to 13 months.
• Short-term AI conversation memory: about 30 minutes.
• Servers that remove the bot: all server data is deleted after 30 days unless the bot is re-added.
• Plus-only knowledge after a downgrade: kept for a grace period, then deleted.
• Sessions expire after 14 days; audit logs are kept for about 13 months.

7. Your rights and controls

• Server admins can export all server data, delete all server content, or delete a specific member’s data from the dashboard (Settings → Data & privacy).
• Dashboard users can delete their account at any time on the Account page.
• Members can ask a server’s administrators to delete their data, or contact us.
• Depending on your location you may have rights of access, rectification, erasure, restriction, portability and objection, and the right to complain to a supervisory authority.

8. Security

We use encryption in transit, encryption of OAuth tokens at rest, strict per-server data isolation, server-side authorization checks, rate limiting and audit logging.

9. Cookies

We use only essential cookies: a session cookie for the dashboard and a short-lived cookie that protects the sign-in flow. Your theme preference is stored in your browser’s local storage. We do not use advertising or tracking cookies.

10. Changes

We will post updates on this page and, for material changes, notify server administrators where reasonable.