At Macha, we practice strict data minimization. Our systems are designed to store only the information needed to generate accurate AI support — nothing more.
Data We Store
We retain the minimum required data to enhance support quality and operational performance. This includes:
| Data Type | Purpose | Storage Location |
|---|---|---|
| Shopify Product Data | Used as a knowledge base for product-related queries | Supabase (Frankfurt, Germany) |
| Zendesk Macros & Articles | Contextual references for generating agent replies | Supabase (Frankfurt, Germany) |
| Agent Responses & Analysis | Includes AI-generated answers, translations, summaries, and metadata | Supabase (Frankfurt, Germany) |
All stored data is encrypted, redacted as needed, and retained only for a limited period.
Data We Do Not Store
Macha deliberately avoids storing unnecessary or sensitive data, including:
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Passwords – Authentication is done via Email OTP; no passwords are ever stored.
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Customer Financial Details – We do not store or access credit card, banking, or transaction data.
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Government-issued IDs – No identity documents are collected or retained.
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Shopify Orders – Order-level data, shipping addresses, and payment info are not stored.
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Zendesk Tickets – We do not store full ticket content. Only the AI-generated or agent-approved replies and relevant summaries are retained.
This ensures privacy for your customers and a low-risk data footprint for your organization.
Data Retention Snapshot
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Agent-created responses and metadata are retained for 45 days by default.
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Enterprise users may configure longer or shorter durations.
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Usage analytics are retained for up to 12 months for product improvement purposes.
Need Help?
Have more questions about your data? Contact our team at support@getmacha.com.