Question 1

Does StarlixAI use customer data to train AI models?

Accepted Answer

No. StarlixAI does not use customer knowledge base content, chat logs, or proprietary data to train any Large Language Models (LLMs).

Question 2

Who owns the uploaded data and knowledge base content?

Accepted Answer

Customers retain full ownership and intellectual property (IP) rights to all uploaded content, data, documents, and knowledge bases.

Question 3

Is customer data shared with other StarlixAI customers?

Accepted Answer

No. Each customer environment is logically isolated. Data is never shared across tenants or made accessible to other customers.

Question 4

Does StarlixAI use third-party LLM providers such as OpenAI?

Accepted Answer

Yes. StarlixAI may use third-party APIs (such as OpenAI, Anthropic, Gemini, Groq) strictly for inference and standard processing.

Question 5

Can enterprises avoid third-party LLMs entirely?

Accepted Answer

Yes. Enterprise customers can deploy self-hosted open-source LLMs (such as Llama, DeepSeek, gpt-oss, or any open-source model available on platforms such as Hugging Face).

Question 6

Which third-party services are used for monitoring and analytics?

Accepted Answer

StarlixAI uses: (i) Google Analytics — web analytics, (ii) Google Cloud Platform — cloud computing, (iii) Datadog — infrastructure monitoring and security telemetry, (iv) PostHog — product analytics, (v) HubSpot — customer relationship management.

Question 7

Where is customer data stored?

Accepted Answer

All customer data is securely stored on Google Cloud Platform (GCP) infrastructure located in Belgium, Europe.

Question 8

Is customer data encrypted?

Accepted Answer

Yes. Data is encrypted: (i) in transit, using TLS encryption, and (ii) at rest, using cloud provider encryption standards.

Question 9

Is customer data logically isolated?

Accepted Answer

Yes. Each customer environment is tenant-isolated to prevent cross-access and unauthorized exposure.

Question 10

Is StarlixAI GDPR compliant?

Accepted Answer

Yes. StarlixAI complies with GDPR requirements. Personal data handling, processing limitations, and data subject rights are governed by the Privacy Policy and Data Processing Agreement (DPA).

Question 11

Can we sign a Data Processing Agreement (DPA)?

Accepted Answer

Yes. A DPA is available and required when StarlixAI may process personal data on behalf of customers.

Question 12

How does StarlixAI handle international data transfers?

Accepted Answer

StarlixAI is actively aligning with the EU-US Data Privacy Framework (DPF) to simplify lawful cross-border data transfers.

Question 13

Does StarlixAI store Personally Identifiable Information (PII)?

Accepted Answer

StarlixAI only processes PII when explicitly provided by customers for business use cases.

Question 14

How long is customer data retained?

Accepted Answer

Data is retained only for the duration necessary to provide services or meet legal obligations.

Question 15

Can customers request full data deletion?

Accepted Answer

Yes. Customers may request account and content deletion at any time by contacting StarlixAI support.

Question 16

Is StarlixAI SOC 2 certified?

Accepted Answer

StarlixAI is actively pursuing SOC 2 compliance to strengthen enterprise security posture and meet procurement requirements.

Question 17

Does StarlixAI conduct third-party security assessments?

Accepted Answer

Yes. StarlixAI conducts periodic third-party security assessments and penetration tests.

Question 18

What security documentation is available?

Accepted Answer

Available documents include: (i) Data Security Policy (on request), (ii) Privacy Policy, (iii) GDPR Statement, (iv) Data Processing Agreement (DPA), (v) Penetration Test Report (on request).

Question 19

Who can access customer data internally?

Accepted Answer

Access is strictly limited to authorized personnel on a need-to-know basis and governed by role-based access control (RBAC) and audit logging.

Question 20

Is customer production data accessed for support purposes?

Accepted Answer

Only when explicitly authorized by the customer and strictly for troubleshooting or support activities.

Question 21

Does StarlixAI provide enterprise SLAs?

Accepted Answer

Yes. Enterprise agreements may include: (i) Service Level Agreements (SLAs), (ii) availability commitments, and (iii) support response time guarantees.

Question 22

How are intellectual property rights handled?

Accepted Answer

Contracts explicitly state that: (i) customers retain ownership of all input content and proprietary knowledge, (ii) StarlixAI does not claim ownership over customer data.

Question 23

Can contracts be customized for enterprise compliance needs?

Accepted Answer

Yes. Enterprise agreements can be negotiated to include customized legal, security, compliance, and data protection clauses.

Question 24

Can customers allow third parties to use StarlixAI under their account?

Accepted Answer

Yes, but only with prior written consent from StarlixAI.

Question 25

Is on-premise or private cloud deployment supported?

Accepted Answer

StarlixAI supports multiple deployment models to meet enterprise infrastructure and compliance requirements, including Standard Cloud Deployment, Private Cloud Deployment, Self-Hosted LLM Deployment, On-Premises Deployment, and Hybrid Architecture options.

Question 26

Does StarlixAI monitor system availability and security incidents?

Accepted Answer

Yes. Continuous monitoring via Datadog and GCP infrastructure ensures uptime, performance, and anomaly detection.

Question 27

Is there an incident response process?

Accepted Answer

Yes. StarlixAI maintains internal procedures for detecting, responding to, mitigating, and communicating security incidents in line with industry best practices.

Question 28

How does StarlixAI ensure high answer accuracy and reduce AI hallucinations?

Accepted Answer

The platform uses Retrieval-Augmented Generation (RAG), source-constrained answering, continuous knowledge updates, and prompt governance controls to ensure grounded, accurate responses.

Question 29

What audit and observability tools are available?

Accepted Answer

StarlixAI provides enterprise-grade observability and traceability features, including conversation logs, source attribution, analytics dashboards, and human-in-the-loop review capabilities.

Legal and Security FAQ

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