Account Access Authorization Term

This Term is accepted by the subscriber at the moment the human assistance add-on is activated and applies exclusively to the account whose identifier is stated in the acceptance. It is what authorizes Conversa Labs LTDA (“Conversa Labs”) to access that account. It forms part of the Terms of Use and of the Data Processing Agreement.

1. What you are authorizing

You authorize identified Conversa Labs professionals to access the stated account in order to investigate and resolve the support requests you open, and, to the extent necessary for the solution, to:

• view settings, flows, automations, and integrations;
• view conversations, contacts, and attachments existing in the account, when indispensable to the diagnosis;
• change settings, fix flows, and reprocess operations, always within the scope of what you requested.

2. What you are NOT authorizing

This authorization is specific and restricted. It does not cover, and we will not do, the following:

• access to any other account, even under the same licence or the same holder — each account requires its own acceptance;
• access outside a support request opened by you: there is no “routine”, “preventive”, or self-initiated access on our part;
• use of the account’s data for our own purposes — marketing, product analytics, profiling, or the training of artificial intelligence models;
• extraction, copying, or retention of the account’s content beyond what is strictly necessary to handle the request;
• sharing with third parties, save for the subprocessors listed in the Privacy Policy and for cases of legal requirement.

3. How each access is recorded

Every access generates an immutable record containing: who accessed it (individual identity, never a shared credential), the start and end date and time, the account identifier, the reference of the support request that originated the access, and the reason.

The record cannot be edited or deleted once created — that restriction is enforced in the database itself. You may consult the full trail at any time in the subscriber area and request a copy.

4. Data protection roles

In this scenario you are the controller of the data existing inside the account and we are the processor, acting strictly under your instructions (Articles 37 and 39 of the LGPD — the Brazilian General Data Protection Law, Lei nº 13.709/2018). The full conditions — subprocessors, security, incidents, audit, retention — are set out in the DPA.

5. Term and revocation

The authorization remains in force for as long as the assistance add-on is active over the stated account.

You may revoke it at any time, without justification and at no cost, by cancelling the add-on for that account or by requesting revocation in the subscriber area. Revocation takes immediate effect over future accesses. It does not erase the trail of accesses already carried out: that record is the evidence that protects both parties and is retained as set out in the DPA.

Transferring the coverage to another account does not carry this authorization over — the new account requires a new acceptance.

6. Effect of the absence of authorization

Without this acceptance there is no access. The system refuses to open an access session to an account without a recorded authorization — this is not a warning that the agent can dismiss.

An account without authorization (or without the add-on) keeps working normally and remains covered by the correction of platform defects, which does not depend on assistance and does not require access to your account.

7. Your responsibilities

As controller, it is up to you to: (i) have a legal basis for the data you keep in the account; (ii) inform your data subjects, in your own privacy notice, that processors may access the data for technical support; and (iii) correctly state the account identifier when accepting this Term — the authorization applies to the identifier declared.

8. Contact

Questions, revocation, or a request for a copy of the trail: contato@conversalabs.com.br.