Optivo Data Processing Agreement
Last updated 23 September 2026 · Part of the Terms of Service for the Optivo app, operated by Agent Wise X.
This page explains how Optivo handles the personal data of your customers. It applies from the moment you install the app; you do not need to sign anything. It sits alongside our privacy policy, which lists exactly what each feature collects.
Who is responsible for what
You, the merchant, are the controller: it is your customer data, you decide which features to switch on, and you are responsible for telling your customers and getting their consent where the law requires it.
Optivo is your processor: we handle that data only to run the features you switched on, and only as your settings and your instructions direct. We do not sell it, rent it, use it for advertising, or use it to build profiles. We do not use your customers' data to train AI models.
What we process
Customer names, email addresses, phone numbers, order details, review text and photos, delivery status, loyalty points, and visitor session recordings, depending on which features you enable. The full list is in the privacy policy. The people affected are your customers and storefront visitors.
How we protect it
| Measure | What it means |
|---|---|
| Encrypted at rest | Customer names and email addresses are encrypted in our database with AES-256-GCM, so the stored values are unreadable without the key. Connected courier and Instagram credentials are encrypted the same way. |
| Searchable without exposing | To find a customer by email we compare a keyed one-way fingerprint of the address rather than storing it in readable form. |
| Encrypted in transit | All traffic to and from the app uses HTTPS. |
| Key kept separately | The key that unlocks the encrypted data is not stored in backups. A stolen backup on its own reveals nothing. |
| Limited access | Only the people who operate the app can reach the server. Administrative access needs a security key file; passwords are switched off and repeated failed attempts are blocked automatically. |
| Audit log | Every export of customer data and every admin screen that shows decrypted customer data is recorded: which store, which staff user, what they did and when. The log never contains names or emails, and entries are deleted after 90 days. |
| Backups | A nightly backup is encrypted before it is written anywhere, kept 14 days on the server and 30 days in off-site storage, then deleted. We test that backups actually restore. |
Who else touches the data (sub-processors)
| Service | What they do | Where |
|---|---|---|
| Shopify | Runs your store and sends us the orders, customers and events the app works with. | Global |
| Hetzner | Hosts the server and database where Optivo runs. | European Union |
| Resend | Delivers the emails you send through Optivo: review requests, campaigns and delivery updates. Receives the recipient address and message. | United States |
| Google Drive | Stores the off-site copy of the nightly backup. The file is already encrypted before it is uploaded and Google cannot read its contents. | Global |
| Meta (Instagram) | Only if you connect an Instagram account for the gallery: public posts and the connected account id. No customer data. | Global |
If we add or change a sub-processor we will update this page before the change takes effect. If you do not agree with a new one, you can uninstall the app.
Sending data outside the EU
The app and its database run in the European Union. Email delivery and backup storage involve providers that may hold data outside the EU, under the transfer safeguards those providers publish. Backups leave the EU only in encrypted form, and the key stays with us.
Helping you answer your customers
Optivo implements Shopify's privacy requests automatically:
- "What do you have about me?" - we gather everything Optivo holds for that customer into an export you can download from Settings and send to them.
- "Delete my data." - we delete or anonymise that customer's reviews, review requests, subscriber records, email logs, loyalty and refund records, tracked orders, notifications and gallery photos.
- You uninstall the app. - Shopify asks us to erase the whole store's data, normally within 48 hours, and we do.
Data we no longer need is removed on a schedule without anyone asking: review-request records after 90 days, campaign send logs after 180 days, personal details on delivered orders after 180 days, unsubscribed contacts after 90 days, delivered privacy exports after 90 days, and visitor recordings after at most 30 days. Deleted data can still sit inside encrypted backups until those expire, at the latest after 30 days.
If there is a security breach
If customer data you control is exposed, lost or reached by someone who should not have it, we will tell you without undue delay once we know. We will describe what happened, which data and roughly how many people are affected, what we have done, and what we suggest you do. Reporting to a regulator or to your customers is your decision as controller, and we will give you what you need for it.
Checking up on us
Ask us and we will explain how the app protects data and answer reasonable security questions, so you can meet your own obligations. We do not give outside parties access to our servers, because they hold other merchants' data too.
Your side of the agreement
- Have a lawful reason to collect what you collect, and say so in your own store privacy notice.
- Get consent where the law requires it, especially for marketing emails and session recordings.
- Only switch on features you actually want, and only give staff access to people who need it.
- Keep privacy exports you download safe: they contain your customers' personal data in readable form.
Ending this agreement
This agreement lasts while Optivo is installed. When you uninstall, we erase your store's data as described above, keeping nothing except what the law requires us to keep.
Contact
Questions about this agreement or a privacy request: reviews@agentwisex.com.