Personal data protection information notices for the OVHcloud AI Assistant and Digital Agent

Updated 21 May 2026

1. AI Assistant

The AI Assistant is the chatbot available on the pages of the website ovhcloud.com (hereinafter referred to as the “Site”) and in the control panel via the icon with stars on the right of the page.

Data Processor:

OVH SAS, 2 rue Kellermann, 59100 Roubaix (France).

Purposes:

The processing is intended to enable a conversational artificial intelligence system to automatically respond to your queries about our products and services, within the scope of its predefined parameters.

The data exchanged via the chatbot is processed by OVHcloud to:

• ensure the operation of the service and provide an appropriate response to your request;
• improve the quality and relevance of responses based on aggregated and anonymised statistical analyses.

Legal purposes:

The legitimate interest of OVHcloud (Article 6(1)(f) of the General Data Protection Regulation or “GDPR”) in responding to your information requests and improving our customer service.

Data processed:

The information you enter in the chat window (please do not enter any personal data, especially sensitive information).

Technical data such as the IP address, collected automatically to ensure the operation and security of the service.

Messages may include personal details without prior consent.

Retention period:

Aggregated data may be retained for statistical purposes and service improvement.

This chatbot is not intended for the exchange of personal data.

Messages are retained solely to ensure the proper functioning of the service and are stored for a maximum period of six (6) months.

Recipients:

Only authorised internal teams at OVHcloud can access the data.

Location:

The data is hosted within the European Union and is not subject to any transfer to a third country.

Exercising your rights:

You can exercise these rights by writing to How to exercise your rights or contact the DPO

If you believe that your request has not received a satisfactory response, you can contact the relevant data protection authority.

2. Digital Agent

The Digital Agent is the chatbot available in the OVHcloud Support pages.

         2.1 Identity of the data controller

OVH, a simplified joint-stock company with a capital of €50,000,000, whose registered office is located at 2 rue Kellerman, 59100 Roubaix (France), registered with the Lille Trade and Companies Register under number 424 761 419.

         2.2 Contact details of the Data Protection Officer (“DPO”)

OVH S.A.S., Data Protection Officer, 2 rue Kellermann, 59100 Roubaix, France or dpo@ovh.com

         2.3 Purposes and legal basis for processing

The data processing carried out by OVHcloud serves the following purposes:

• To analyse and respond to your requests for assistance or commercial questions using an artificial intelligence system based on the public information of OVHcloud available on the Site, the public documentation available in the OVHcloud help centre also accessible from the Site, and the information regarding the status of your services;
   
• For OVHcloud customers, to enable contact with Support via an outgoing call (the call may be recorded, transcribed, and/or translated), or via live chat (written exchanges through the interface with Support advisors);
   
• If applicable, to create a Support ticket using the artificial intelligence system (assistance request), at your request and only when you are logged into your OVHcloud Customer Account;
• To improve the quality of our services;
   
• If applicable, to respond to a request to exercise rights under the GDPR, in the event of a dispute, a security incident or personal data breach.

These processes are based on:

• the performance of a contract to which you are a party or the performance of pre-contractual measures taken at your request (Article 6(1)(b) of the GDPR), or
   
• OVHcloud’s legitimate interest (Article 6(1)(f) of the GDPR).
   
• compliance with our legal obligations (Article 6(1)(c) of the GDPR).

          2.4 Data processed

Categories of data processed

If you are logged into your OVHcloud Customer Account (“the Manager”):

• Identification data: first name, surname, OVHcloud customer ID (“NIC Handle”);
   
• Contact information: email address;
   
• Data collected during our interactions with you: your previous exchanges with our Support and your history of questions you have asked our Digital Agent;
   
• Any information you enter in the dialogue box, such as financial information related to the OVHcloud products and services you use (invoice number, payment method), information regarding your products or the consumption of your services (service reference number, server identifier, order number, order and usage histories, etc.);
   
• Data relating to your browsing on our websites (network traffic, timestamps, user IP addresses, technical data related to the equipment and browser used by users, cookies) and on digital platforms (cookies and other trackers);
   
• Technical data (timestamps and subject of requests, tracking, statistics);
   
• Audience, usage, and security statistics of our websites and services offered online. 

If you are not logged into your OVHcloud Customer Account (“the Manager”):

• Any information you enter in the dialogue box, such as identification data (the NIC, your name/surname, etc.), financial information related to the OVHcloud products and services you use (invoice number, payment method), information regarding your products or the consumption of your services (service reference, server identifier, order number, order and usage histories, etc.);

In any case, please ensure that you do not enter highly personal data (banking data such as your credit card number) or sensitive data (data concerning health, sexual activity or orientation, trade union membership, political opinions, racial or ethnic origin, etc. For more details, see Article 9 of the General Data Protection Regulation).

Source of data

• Directly from you when you share information with us via our Digital Agent;
   
• Indirectly from Support advisors when you have already had interactions with our Customer service;

Mandatory nature of data collection and consequences in the event that data is not provided

• The data collected for the purposes outlined in paragraph 2.3 is collected on a mandatory basis for the provision of the service (Digital Agent), unless otherwise stated in the form or if the field is not followed by an asterisk (in the case of direct collection).
   
• The data collected (notably cookies) during browsing for the performance and personalisation of our websites and services, for audience measurement, and the provision of content and offers tailored to your interests, is optional.

Automated decision-making

The processing does not cover automated decision-making, except in a security aspect (network traffic analysis to detect and block cyber threats).

         
         2.5 Recipients of personal data

The data is processed and made accessible only to authorised recipients, namely:

• our Support teams;
   
• where applicable, the product or technical teams of the product or service that is the subject of your request;
   
• where applicable, the Legal teams (Contracts, Abuse and Data Protection) and the Security team (SOC) in the event of a dispute, exercise of rights under the GDPR, or a security incident.

         
        2.6 Data Transfer

The data is processed within the European Economic Area (EEA) and is not subject to any transfer to a third country.

         2.7 Duration of the storage of personal data

The data (conversations) are retained:

• In active storage: One (1) year from the creation of the conversation
   
• They are deleted after this period (not retained in archive storage)

In the event of a ticket being created, they are retained:

• In active storage: Two (2) years from the date that the ticket was closed;
   
• In archive storage: Four (4) years and six (6) months from the date that it is transferred to archive storage.

2.8 Your rights

In accordance with the GDPR, you have the right to access, correct, and request the deletion of and the portability of the aforementioned personal data, and the right to limit or oppose its processing. When processing is based on consent, you also have the right to withdraw that consent at any time.

You can exercise these rights by writing to How to exercise your rights or contact the DPO

If you believe that your request has not received a satisfactory response, you can contact the relevant data protection authority.

Furthermore, if you would like more information about the processing of personal data carried out by OVHcloud, you can consult our Privacy Policy.