Privacy notice

Who is responsible

The controller of the data described here is LEM International S.r.l..

What the assistant records

Your questions and the answers it gives, the language of the conversation, and — when the assistant is opened inside one of our pages — the address of that page.

If you rate an answer, the rating and whatever you write with it.

Your IP address is used only while your request is being handled, to count how many questions come from one visitor in an hour. It is never written to our database, never attached to your conversation, and it is stripped out of our server's logs before they are written. Cloudflare also sees it, in order to protect the site from attacks, under its own privacy notice.

Why

To answer you, which is the whole point of the service.

To find out what the assistant cannot yet answer, so that a person can write the missing answer and the next customer is helped properly.

To stop the service being abused and to keep its running cost under control.

The legal basis is our legitimate interest in providing and improving support for our products (Art. 6(1)(f) GDPR).

Who else sees your messages

Writing an answer means sending your question, together with the passages from our own documentation that look relevant, to OpenAI, which runs the language model. Under the terms of its programming interface, that content is not used to train its models.

Cloudflare delivers this site and filters attacks against it. The server itself is at Hetzner, in Germany.

OpenAI processes this data in the United States. The transfer is covered by the standard contractual clauses approved by the European Commission. Nobody else receives your messages, and they are never sold or used for advertising.

How long it is kept

A conversation, with its messages and its ratings, is deleted 90 days after it began. That deletion runs on its own; nobody has to remember to do it.

A question the assistant could not answer is also kept on its own, detached from your conversation and from anything else in it, on a list our staff work through in order to write the answers that are missing. It stays on that list until it has been dealt with.

Your rights

Because a conversation carries no name, no account and no IP address, we may be unable to find yours from a request alone. It helps if you can tell us roughly when you wrote and what about.

You also have the right to complain to your national data protection authority.

Cookies

The assistant sets no cookies and no tracking of any kind. Your browser remembers only whether you chose the light or the dark theme, and that never leaves your device.

Two things worth knowing

The answers are written by an artificial intelligence from Silentsystem documentation. They can be wrong. For anything that matters — whether a device is compatible, an order, a repair — confirm it with our staff before you act on it.

Please do not type names, addresses, telephone numbers, card numbers or anything else you would not want stored. The assistant does not need any of it to help you with a product.

Changes

If this notice changes, the date below changes with it.