Security and data

Konrado reads your tickets, your chats and your customers' accounts to answer them. This page says where that data lives, who can see it, what Konrado keeps, and how you delete it.

Where your data lives

• Konrado keeps its database in Ireland and runs on servers in Germany, both in the EU.
• To write a reply, Konrado sends an AI model the conversation, your team's notes and the customer details the reply needs, such as their name, email, IP address, services and panel username. Some of these AI providers are in the USA.
• The EU Standard Contractual Clauses cover every transfer outside the European Economic Area.
• Your data trains no AI model. Konrado trains none, and its contracts forbid its AI providers to.
• Konrado keeps each organization's data apart. Your team and your agents read only your organization's data.
• The DPA commits Konrado to TLS 1.3 for data in transit and AES-256 encryption for data at rest.
• The Konrado plugin's package is published at repo.konrado.ai:3141, so you can review the code that runs on your server before you install it.

Who can see what

Only owners and admins can connect an AI app. Connected apps on the MCP Connection page lists every app and who connected it, and any owner or admin can Disconnect one. Recent activity on the same page lists every change an AI app made. Removing a person, or changing them to member, disconnects every AI app they connected, and Konrado disconnects an app nobody used for 90 days. Connect an AI app.

Konrado's support team can open your organization in three ways:

• From their own admin console.
• By signing in as one of your people, for up to an hour at a time. In that session they cannot change the person's password, email, two-step verification or sessions, touch your plan or billing, or delete the organization. Konrado records every change they make in it.
• From their own AI app, through MCP Connection. Their reads do not show in Connected apps. To change something they open your organization for up to 8 hours, and Connected apps lists that as Konrado staff until it closes. Any owner or admin can Disconnect it.

Konrado limits this access to the people who need it for your support.

What Konrado keeps from your help desk

For each ticket in scope, Konrado keeps the messages, your team's internal notes, the customer's details and their services. A ticket from a department outside your connection's scope keeps only its outline: number, title, department, status, tags, dates, links and custom fields. Konrado stores no messages, customer details or notes for it, and writes no reply.

When you connect your help desk, Konrado adds the Resolved tickets source to your Knowledge Base, on by default. From then on, it adds each closed ticket with a reply from your team:

• In the text Konrado searches, it takes out the customer's name, email and IP address, the ticket, client and service numbers, the server name, the panel username, your team's notes and the invoice details. The customer shows as "Client" and your team as "Support Staff".
• What stays in that text: the ticket's title, the messages as written, the ticket's custom fields, each service's product and details, such as a domain name, and whether an invoice is unpaid. A name or an email address a customer typed into a message stays with it.
• For a ticket that closes while your help desk is connected, Konrado replaces the messages and these details about 36 hours later with a summary it is told to write without personal details.
• Next to the text, Konrado keeps the ticket's ID on your help desk, its title and its link, also after the summary. Every agent, the live chat included, sees them with each past ticket it finds.
• Each night, the tickets closed more than 18 months ago leave the Knowledge Base.

Past tickets on the live chat

Every agent searches these tickets, your live chat included, so the chat can answer the way your team did. The tickets belong to other customers, and their messages stay as written until the summary replaces them. On the chat, two safeguards apply:

• A ticket the chat finds never reaches the visitor's browser, live or when they open the chat again. Konrado stores it with the chat, and the Inbox shows your team its title and link.
• Konrado is told never to repeat a name, email address, phone number, domain, order, invoice or ticket number from another customer's ticket, and never to say that a similar case exists. This is an instruction to the AI model, not a technical block.

To stop every agent searching these tickets, the live chat included, click Pause on Resolved tickets. The stored tickets leave the search within 5 minutes. Learn from past tickets.

What Konrado keeps from a chat

• The messages, and how the visitor arrived: the page they chatted on without its query string, the page title, the site they came from, their browser language, country, IP address and browser, and up to 10 pages they viewed before the chat.
• For every signed-in customer: the ID your server signed for them, and the system it belongs to when the token names one. Konrado uses them only to decide who can open the chat.
• For a signed-in customer your help desk knows: their name, email and client number, and what Konrado looked up in their account, such as services, invoices and tickets.
• The name, email and phone number a visitor leaves as a lead, in Leads.

The visitor never sees the IP address or the browser details. A visitor's chats stay with their browser: a guest's chats open for the next person on it, under Recent chats. A signed-in customer's chats open again only for that customer, on that browser, with or without a help desk. Chats from before 13 October 2026 whose customer had no help desk account open for the next person too, until that customer writes in them again while signed in. Verify signed-in customers.

Sign-in

Anyone can turn on two-step verification for their own account: a code from an authenticator app at every new sign-in, with backup codes. An owner or admin can require it for the whole organization. Until a person sets it up, they cannot use the console or the browser extension. Require two-step verification.

The console's sign-in cookie is valid on every konrado.ai address, so this docs site can tell that you are signed in. The docs site asks the console to check the cookie and keeps no key of its own.

Allow Konrado through your firewall

Konrado connects to your servers and panels from fixed IP addresses. If your firewall lets in only known addresses, allow Konrado's IP addresses.

Delete your data

Konrado keeps your organization's data while the organization exists. Only an owner can delete the organization, and not while its subscription runs. It cannot be undone. Delete the organization. The delete removes:

• Every ticket and reply, chat and lead, the Knowledge Base, every integration and its API keys, every member and invitation, and the settings.
• The files Konrado stored for the organization: knowledge base files, ticket attachments, and images such as your logo and the chat's avatar. Konrado deletes them in the background and tries again when a delete fails.

Your help desk keeps its own tickets: Konrado deletes only its copy. Each person keeps their own account, and can delete it under AccountSecurity.

A backup can still hold a copy for up to 7 days. Konrado keeps your billing records, as the law requires, and Stripe, Konrado's payment provider, keeps your invoices.

Every owner gets a receipt by email, in the language they signed up in. It says who deleted the organization and when, what was deleted, and which copies stay for a while.

Your card stays with Stripe. Konrado stores no card details, and reads your invoices from Stripe each time you open them.

The DPA

Konrado signs a Data Processing Agreement (DPA) with your company. It covers:

• What Konrado processes and why.
• The subprocessors and the regions they work in.
• A notice within 72 hours of a breach that affects your data.
• The deletion of your data within 10 business days after the contract ends, confirmed in writing.

The EU Standard Contractual Clauses come with it. Write to support@konrado.ai for the DPA, for the current list of subprocessors, or to have your security questionnaire filled in.

What Konrado cannot do

Related

• Manage your team
• Change your organization's settings
• Allow Konrado's IP addresses