Data Act information
Information for customers under the EU Data Act (Regulation (EU) 2023/2854) on switching, data export and the infrastructure used to provide the Axelion service.
Last updated: 14 September 2026
This page forms part of the information referred to in sections 7.7 and 15.7 of our Terms of Service. Capitalised terms have the meaning given in the Terms.
1. Switching and exit
You can switch to another provider or to your own infrastructure, or have your data exported and erased, as set out in section 15.7 of the Terms. To start, send us a request (section 5) stating whether you want to switch (and, if known, the destination), export your data or have it erased.
| Maximum notice period | Two months |
|---|---|
| Transitional period | 30 calendar days; up to seven months where technically unfeasible, notified within 14 working days |
| Retrieval period | 30 calendar days after the end of the transitional period |
| Erasure | From production systems within 30 days and from backups within 90 days after the retrieval period (section 15.6 of the Terms) |
Procedure. (1) You send a switching, export or erasure request. (2) We confirm receipt and the applicable periods. (3) We make your exportable data available through the export functions of the Service or as files provided via a secure download link. (4) You confirm that the transfer is complete, or the retrieval period ends. (5) The contract terminates and your data is erased.
Known limitations. Accounts and settings that you hold directly with Connected Platforms, such as messaging or CRM accounts, remain with those platforms and are not part of the export. The behaviour of the AI agent depends on our system prompts, models and routing logic, which are excluded from export.
2. Data structures and export formats
| Data set | Content | Format |
|---|---|---|
| Catalogue and price data | Products, variants, prices, availability and descriptions | CSV or JSON (UTF-8) |
| Configuration and knowledge base | Rules, handover settings and knowledge-base content | JSON; uploaded files in their original format |
| Contacts and CRM records | Contact details, tags, lead status and notes | CSV or JSON (UTF-8) |
| Conversation histories and Output | Messages, AI responses, timestamps, channel and sender | JSON (UTF-8) |
| Quotes and invoices | Quote and invoice data, line items and totals | JSON; PDF where generated |
| Account analytics | Aggregated conversation and sales metrics | CSV (UTF-8) |
| Metadata | Identifiers, creation and modification dates, relations between records | Included in the files above |
Exempted from export, exhaustively, because their export would disclose our trade secrets: our system prompts and instructions, model weights and parameters, and routing logic.
3. Switching charges and early termination fees
- Switching charges: none. From 12 January 2027 switching charges are prohibited.
- Standard service fees remain payable during the notice and transitional periods.
- Early termination fee for committed subscription terms: the fees for the remainder of the committed term, less the costs we save as a result of the early termination (section 15.7(e) of the Terms).
4. Infrastructure and governmental access
Jurisdiction of the ICT infrastructure. The Service and the website are provided using cloud, content delivery and AI infrastructure located in the European Union and the United States. Content delivery network locations in other countries may process data in order to deliver the website to users close to them.
Safeguards against unlawful governmental access (Article 32 of the Data Act). We:
- disclose data only where required by Union or Member State law, or by a third-country decision that is recognised or enforceable under an international agreement or meets the conditions of Article 32 of the Data Act;
- assess the lawfulness and proportionality of every request and challenge requests that we consider unlawful;
- disclose only the minimum data necessary to comply with a lawful request;
- inform the customer before disclosure, unless the law prohibits it;
- encrypt data in transit and apply the technical and organisational measures described in Annex 2 to our Data Processing Addendum; and
- transfer personal data outside the European Economic Area only in accordance with Chapter V GDPR.
5. Contact
Requests and questions about switching, data export or this page: our contact form.