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Who is responsible for your support mail?

Rapid Review is responsible for the messages you send to its support addresses: support@rapidreview.dev, security@rapidreview.dev, privacy@rapidreview.dev and press@rapidreview.dev. For anything about your data, write to support@rapidreview.dev or privacy@rapidreview.dev.

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What happens to a message I send to support?

When you write to support:
  1. We keep your message with its attachments, your address and name as your mail gives them, and what your mail server tells us about the sender, so a person can answer it.
  2. An AI model sorts it. It decides what the message is about, such as a problem, a question, a security report or spam, and how urgent it is.
  3. For some messages, an AI model drafts a reply. These are questions and problems the product’s documentation can answer. A person on our team reads every draft, can change it, and decides whether to send it.
  4. A person replies. Every reply is sent by a person. A reply that started as an AI draft says so in its last line.
While the support desk is new, a copy of every message also goes to our team’s own mailbox.

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Does AI read my support message?

Yes, two AI models do, through the service OpenRouter:
  • Jev, by TypeSafe, sorts each message. It gets the message’s text and subject, the address you wrote to, your email’s domain and earlier messages in the same conversation. It does not get your email address.
  • Claude, by Anthropic, drafts replies to questions and problems. It gets your message with your address, the earlier messages in the conversation, and our documentation.
Neither provider may train its models on your messages. For sorting, we also ask that the provider keeps nothing once it has answered. For drafting, the provider may keep a request for a time under its own policy. No AI model sends you anything. A person checks every reply before it goes out.

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Who else receives my support message?

Your message and the data in it go to:
  • Cloudflare, which receives our support mail, stores it, and sends our replies;
  • OpenRouter, which passes your message to the AI models above, and TypeSafe and Anthropic, which run them;
  • our team’s own mailbox, while the support desk is new.
These providers may handle your data outside the European Union, in particular in the USA. Where they do, the transfer rests on the EU–US Data Privacy Framework for providers certified under it, and otherwise on the European Commission’s standard contractual clauses.

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Why do we process your support mail?

  • To answer you. When your message is about a contract with us, or about becoming a customer, we process it to fulfil that contract or to take the steps you ask for before one (Art. 6(1)(b) GDPR).
  • To run the support desk. Otherwise, and for sorting messages, keeping spam out and drafting replies with AI, we rely on our legitimate interest in answering messages quickly and keeping the desk safe and manageable (Art. 6(1)(f) GDPR).
You don’t have to write to us, and no law requires you to give us any data. Without an address we can reply to, we can’t answer you.

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Are decisions about me made automatically?

No decision with legal or similarly significant effect on you is made automatically. The AI models only sort messages and draft replies for a person. One step is automatic: a message read as clear spam is moved to our spam folder. A person can still see it there and move it back.

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How long is my support mail kept?

A conversation and everything in it, your messages, their attachments and our replies, is deleted 180 days after its last message. The copies in our team’s mailbox are kept only as long as we need them to handle your request.

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What are my rights?

You can ask us:
  • what data we hold about you, and for a copy of it (Art. 15 GDPR);
  • to correct it (Art. 16 GDPR);
  • to delete it (Art. 17 GDPR), or to restrict how we use it (Art. 18 GDPR);
  • for the data you gave us in a common, machine-readable format (Art. 20 GDPR).
You can also object to our processing based on our legitimate interest (Art. 21 GDPR). To ask, write to privacy@rapidreview.dev. We answer within one month. You also have the right to complain to a data protection supervisory authority, in particular in the EU country where you live or work, or where you think your data was misused (Art. 77 GDPR).