1. Introduction

At Convexus AI, we provide custom AI-powered chatbots also known as AI Agents designed for industry-specific applications, ensuring seamless integration with business workflows. Our chatbots leverage LLMs (Large Language Models) while maintaining strict data privacy compliance and high system reliability.

This document outlines our commitments to performance, security, data privacy, and regulatory compliance, ensuring transparency and trust with our clients.

2. Reliability & Performance Commitments

Convexus AI ensures that its chatbots operate at enterprise-grade reliability with the following guarantees:

2.1. Uptime & Service Availability

99.9% uptime target (excluding scheduled maintenance).

24/7 system monitoring to detect and resolve potential issues proactively.

2.2. Latency & Response Time

Chatbots deliver responses within < 4seconds under normal load conditions, and is generally faster. Response times can be even faster given the level/type of subscription availed by our clients.

Load-balanced infrastructure ensures smooth performance even during peak usage.

2.3. Scalability

Our system scales dynamically to handle increased user interactions.

2.4. Error Handling & Fallback

AI chatbots can include intelligent fallback mechanisms that redirect users to live agents when necessary.

Continuous AI model monitoring to reduce false responses and optimize accuracy.

3. Data Privacy & Compliance

We take our data security and privacy obligations seriously and ensure compliance with all relevant laws and best ethical practices in the industry.

3.1. Data Processing & Storage

No data storage– We do not retain or store any personally identifiable information (PII).

Data is processed in real-time and stored only on the client’s (The controller’s) end, and Convexus AI has no access to any information belonging to the client, or the client’s information which are being communicated into our chatbot integration.All communications are end-to-end encrypted.

3.2. Compliance with Global Data Protection Laws

Convexus AI ensures full compliance with:

India’s DPDP Act (2023) – No unnecessary data collection, user consent management.

General Data Protection Regulation (GDPR – EU) – Strict adherence to data minimization and user rights.

3.3. Third-Party Compliance

Our chatbot solutions integrate with third-party LLMs and cloud providers that are fully compliant with industry security and privacy standards, including:

ISO 27001-certified infrastructure.

SOC 2 Type II compliance for cloud services.

GDPR-compliant AI models with no data retention policies.

3.4. User Consent & Data Control

Explicit user consent for interactions that involve personal data.

Secure APIs for audit logging, allowing clients to track chatbot interactions if needed.

4. Security Measures

4.1. Encryption & Access Control

End-to-end encryption for data in transit.

Role-based access control (RBAC) ensures only authorized users access chatbot data.

Password Protected Authentication for administrative access, provided to our clients.

4.2. Incident Response & Breach Notification

24/7 security monitoring to detect anomalies.

In case of a suspected breach, clients will be notified within 72 hours per regulatory requirements.

Regular penetration testing and security audits to prevent vulnerabilities.

5. Integration & Customization

5.1. System Compatibility

Seamless integration with CRM, ERP, Helpdesk, and other business platforms (e.g., Salesforce, Zendesk, SAP).

API support for custom integrations.

5.2. Customization Options

Clients can customize chatbot responses, workflows, and brand voice.

Domain-specific fine-tuning available for industries like finance, healthcare, and retail and more.

6. Legal & Contractual Guarantees

6.1. Service-Level Agreement (SLA)

Convexus AI provides an SLA-backed guarantee covering:

99.9% uptime with financial penalties for prolonged downtime.

Guaranteed resolution of any issues within 24 hours of detection, if they arise due to issues part of Convexus AI’s infrastructure. However, this does not include or cover service interruptions which are due to power outages, server crashes or arising from acts of god or interruptions arising due to larger connectivity issues caused by government policies or other orders, global service disruptions, or arising from the client’s end and/or arising from issues in the client’s infrastructure. However, Convexus AI as a company believes and high standards of customer satisfaction, and we will endeavour to the best of our abilities to assist efficiently and effectively in case of any issues faced by our clients, and will prioritize solving these issues at the earliest, with the goal of restoring operations.

6.2. Terms of Service

Clearly defined data responsibilities– Clients remain in control of their data.

Liability limitations – Convexus AI ensures chatbot accuracy but is not responsible for end-user interpretations or misuse for unintended purposes.

6.3. Data Processing Agreement (DPA)

For clients needing additional legal assurances, we offer a Data Processing Agreement (DPA) template outlining:

Convexus AI’s role as a data processor, not a data controller.

No data storage or retention beyond the chatbot session.

Secure handling of any data processed through third-party integrations.

7. Support & Continuous Improvement

7.1. Ongoing AI Model Optimization

Regular fine-tuning and accuracy improvements based on the latest industry benchmarks.

Clients can provide feedback to refine and customize chatbot responses.

7.2. Customer Support

Dedicated account manager for enterprise clients.

24/7 technical support via email, chat, or phone.

8. Conclusion

At Convexus AI, we prioritize reliability, security, and compliance while providing intelligent, industry-specific chatbots for businesses. We continuously refine our solutions to meet evolving regulations and technological advancements, ensuring our clients can confidently leverage AI-driven automation.

For further inquiries, please contact us at vex@convexusai.com.

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