Data Processing Addendum
Last updated September 13, 2026
Status
The signable document is not ready. It is with the same review as our Privacy Policy and Terms, and no customer will be asked to sign anything before that review is finished. What follows is the factual part - where data lives and who can reach it - which is what a security review usually needs first, and which will not change when the document arrives.
Roles
For the customer data you put into Frontiva - your contacts, their messages, their appointments - you are the controller and Frontiva is the processor. We act on your instructions, which in practice means the settings on your account and the actions your team takes.
For your own account data - who your team members are, what you are billed - Frontiva is the controller, and the Privacy Policy covers it.
Where the data is
Everything is stored in the United States. Message bodies, contact records and call records live in a managed PostgreSQL database with encryption at rest; access credentials for connected channels are encrypted with a separate key before they reach the database, so a database backup on its own does not carry them.
Who can reach it
Your team, according to the roles you assign. Frontiva staff can see account-level information - which practices exist, how much they are using - without entering an account. Entering an account requires a recorded reason, expires within the hour, and is written to a log a customer cannot delete.
Subprocessors
Frontiva uses these to deliver the service. This list is kept current.
- Hostinger (Lithuania, servers in the United States) - hosting, the database, and our own email.
- Twilio (United States) - sending and receiving text messages and calls.
- Anthropic (United States) - the AI that drafts and sends replies.
- Meta Platforms (United States) - Instagram, Messenger and WhatsApp messaging, for customers who connect them.
- Stripe (United States) - card payments and invoices, once billing is switched on. Card details are entered on Stripe's own pages and never reach Frontiva.
We will give notice before adding a subprocessor that handles customer message content, so you have the chance to object.
What we do with message content
Messages are sent to the AI provider to generate a reply, and to the messaging provider to be delivered. Nothing is used to train anybody's model, ours or a provider's.
Deletion and export
You can export everything at any time from the product, under Settings, Your data: a zip of spreadsheets holding your contacts and how to reach them, every conversation and message, appointments, leads, tasks, notes, your knowledge base, your team and your audit log. Channel connections and their credentials are deliberately not in it.
The owner can close the account from the same screen. Everything the business holds is then permanently deleted 30 days later, and it can be called off at any point before that date. Nothing changes during those 30 days: the window is about giving you time to change your mind and take a copy, not about winding the service down.
Breach notification
If we become aware of a breach affecting your data we will tell you without undue delay, with what we know at the time rather than waiting until we know everything.