Last updated: 10.11.2026

AtrioSolutions LLC (“AtrioMail”, “we”, “our”, “us”) respects your privacy and is committed to protecting the personal information of our customers. This Privacy Policy explains how we collect, use, store, and protect your information when you use our website atriomail.com, system.atriomail.com, and any other subdomains operated by AtrioSolutions LLC.

It also covers people who are not our customers but use the live chat in our control panel, for example clients of a reseller who sells our service under their own brand. Section 6 explains the live chat.

AtrioSolutions LLC is a company incorporated in Delaware, United States with its registered office at 131 Continental Dr, Suite 305, Newark, DE 19713, United States.

We provide B2B email hosting services and comply with applicable laws including the General Data Protection Regulation (GDPR) for customers in the European Union, and the UK GDPR and Data Protection Act 2018 for customers and users in the United Kingdom.

If your personal data is protected by UK law, please read our UK data protection statement. It sets out our UK lawful bases, how we safeguard transfers out of the UK, your rights, and how to complain to us or to the Information Commissioner’s Office. Where it differs from this policy, it governs.

1. Information We Collect

When you use our services, we may collect the following types of information:

  • Account Information: Name, company name, email address, billing address, phone number, payment details.
  • Service Information: Domain names you connect, email accounts created, DNS records configured.
  • Usage Data: Logs of service use (login attempts, account changes).
  • Technical Data: IP addresses, browser type, operating system, and other system information collected through Sentry and PostHog in the app, and, with your consent, through Google Analytics, PostHog, and the Meta Pixel on our website.
  • Live Chat Data: what the control panel tells the live chat about you, your messages and attachments, and details of your browser and device. See section 6.

We do not knowingly collect or process information of children under 18 years of age. Our services are intended for business use only.

2. How We Use Your Information

We process your information only when necessary to:

  • Provide and maintain our services.
  • Process payments and manage billing through Stripe.
  • Monitor service performance, security, and stability using Hetzner (hosting), Sentry (error logging), and PostHog (analytics).
  • Deliver emails through Amazon SES (United States).
  • Measure and improve our marketing using Google Analytics and the Meta Pixel, only with your consent.
  • Comply with legal obligations.
  • Respond to customer inquiries and provide support.
  • Answer the live chat in the control panel, first with an AI assistant and then by our team during business hours (section 6).

We do not sell or rent your personal data to third parties.

3. Legal Basis for Processing (GDPR)

For users located in the European Union, our legal bases for processing your data are:

  • Contractual necessity: to provide you with our services.
  • Legal obligation: to comply with applicable financial and tax laws.
  • Legitimate interests: to secure and improve our services.
  • Consent: where you have given consent (e.g. for cookies and analytics).

4. Data Retention

  • We retain your data only for as long as your account is active.
  • When you cancel your account, all data is deleted immediately, including email accounts, logs, and configurations.
  • Certain transaction details may be retained if required by law (e.g. financial records).
  • Live chat conversations follow their own retention, set out in section 6, also after an account is closed.

5. Sharing Your Information

We may share your personal information with trusted third-party providers who help us deliver our services:

  • Hosting: Hetzner Online GmbH (EU): Germany for the control panel and mailboxes, Finland for the live chat and its AI assistant
  • Email delivery: Amazon SES (Amazon Web Services, Inc., United States)
  • Error monitoring: Sentry (EU)
  • Analytics: Google Analytics (Google LLC, US) and PostHog (EU)
  • Advertising: Meta Platforms, Inc. (Meta Pixel, US), used only with your consent
  • Payment processing: Stripe, Inc. (US/EU depending on customer location)
  • Live chat AI assistant: OpenAI, L.L.C. (United States), see section 6
  • Live chat notifications: Chatwoot, Inc. (United States), through Google Firebase Cloud Messaging, see section 6

Most of these providers act as data processors and are bound by data protection agreements. Google and Meta, for analytics and advertising, may act as independent or joint controllers under their own terms.

6. Live Chat in the Control Panel

Anyone signed in to our control panel, after the two-factor sign-in, can use the live chat in it. It appears on system.atriomail.com and on the hostnames of resellers who sell our service under their own brand, unless the reseller has switched it off for their hostname. It is not on atriomail.com, the sign-in page, the help center or webmail.

Who is responsible

AtrioSolutions LLC is the controller of the live chat for everyone who uses it. That includes you if you are a client of a reseller and use the chat on the reseller’s hostname: your chat comes to our support team, not to the reseller. We do not copy the reseller on your chats, and we do not tell the reseller when you use a support code. The reseller remains responsible for its own relationship with you, and for the email data it asks us to process for it under our Data Processing Agreement.

What the control panel sends to the chat

Each time a control panel page loads, the panel identifies you to the chat, even if you never open it. It sends:

  • an identifier made from your user number (“u_” followed by the number), with a signature that proves it came from us;
  • your name as it appears in your profile, or the identifier instead if no name is set or the name contains an email address;
  • your account role and the date you signed up.

It does not send your email address or phone number. When one of our staff, or a reseller who manages your account, signs in as you to help you, the chat identifies that person, not you. Someone who opens your control panel from a reseller’s billing system (WHMCS or Blesta) is identified to the chat as you, so what they write is recorded under your account.

What the chat records

When you use the chat, it records your messages, our replies, any files you attach, and when each was sent. With each conversation the chat software also records your browser and its language, your device and operating system, and the address of the page you opened the chat from. Our chat server records your IP address.

The AI assistant

An AI assistant answers the chat first, and our team takes over during business hours. The assistant runs on our own server and uses OpenAI’s API to write its replies, so your messages and the conversation so far are sent to OpenAI, L.L.C. in the United States. Under OpenAI’s terms for its API, OpenAI does not use this data to train its models, and keeps it for up to 30 days to detect abuse unless the law requires it to keep it longer. The assistant does not make decisions about you that have legal or similarly significant effects. If you would rather talk to a person, say so in the chat; our team answers during business hours.

Support codes

Without a support code the assistant gives general answers only and does not look at your account. An account holder can create a support code in the control panel (account menu, Support code). It works once and expires after 15 minutes. Pasting it into the chat lets the assistant look at that account for that chat: its domains, mailboxes, migrations and DNS status, and mailbox sign-in records, which include IP addresses. The assistant is then also given the account holder’s name and email address. These details, and what the assistant finds, can be sent to OpenAI as part of the conversation. The code itself is never sent to the assistant or to OpenAI.

The assistant changes something only after you say yes in the chat to that change, only on the account’s own domains and mailboxes, and only one of these: re-running a domain’s DNS setup, re-checking its Amazon SES verification, retrying a migration, or sending one test email from a mailbox. It never handles passwords. Support codes work only for account holders, not for users added to an account.

Where chat data is kept, and who else processes it

  • Hetzner Online GmbH (EU): our chat server (chat.atriomail.com) and the assistant’s server, both in Finland. Conversations are stored on the chat server. The assistant’s server keeps its own copy of the conversation and, after a support code, the account holder’s name and email address.
  • OpenAI, L.L.C. (United States): writes the assistant’s replies, as described above.
  • Chatwoot, Inc. (United States): relays notifications to our support team’s mobile app, through Google’s Firebase Cloud Messaging. A notification contains the text of the message it is about.
  • Amazon Web Services, Inc. (Amazon SES, United States): sends the chat system’s email, such as notifications to our support team, which can contain the text of a message. The chat does not ask for your email address and does not send you email.

Our control panel, hosted in Germany, passes messages between the chat and the assistant. For each assistant reply it keeps a short record (the topic, which account tools were used, whether our team took over, and which account the assistant acted for), without the message text.

How long we keep chat data

We keep conversations for 12 months after the last message, then delete them from the chat server and the assistant’s server. You can ask us to delete your conversations sooner by writing to support@atriomail.com. Closing an account does not delete its chats automatically. We do not back up the chat: a conversation we delete cannot be recovered, and if the chat server were lost, its conversations would be lost with it. OpenAI keeps what it receives as described above.

Legal basis

  • Contractual necessity: support, including looking at your account when you give us a support code, is part of the service we provide to account holders.
  • Legitimate interests: to offer support to everyone who uses our control panel, including clients of resellers with whom we have no contract, to answer common questions quickly with an AI assistant, and to keep the platform secure. You can object by writing to support@atriomail.com, or not use the chat; a reseller can also switch it off for their hostname.

7. International Data Transfers

Although AtrioSolutions LLC is based in the United States, we primarily process and store customer data in the European Union. Where data is transferred outside the EU, we use appropriate safeguards such as Standard Contractual Clauses (SCCs). Some providers are in the United States: Amazon SES, which sends outgoing email, and, for the live chat, OpenAI and Chatwoot (section 6). For these we rely on the EU-US Data Privacy Framework where the provider is certified under it, and otherwise on SCCs. If you consent to analytics or advertising cookies, some data (for example through Google Analytics and the Meta Pixel) is processed in the United States by those providers under their own safeguards, including SCCs and the EU-US Data Privacy Framework.

8. Your Data Protection Rights

If you are an EU customer, you have the following rights under GDPR. If you are in the United Kingdom you have equivalent rights under UK GDPR, plus a direct right to complain to us, which are set out in our UK data protection statement:

  • Right to access your personal data.
  • Right to rectify inaccurate or incomplete data.
  • Right to erasure (“right to be forgotten”).
  • Right to restrict processing.
  • Right to data portability.
  • Right to object to processing.
  • Right to lodge a complaint with your local supervisory authority.

To exercise these rights, please contact us at support@atriomail.com.

9. Cookies

We use cookies for authentication, analytics (Google Analytics and PostHog), advertising (the Meta Pixel), and improving our website. Analytics and advertising cookies are used only with your consent.

When you are signed in to the control panel, the live chat keeps its session in two cookies on the control panel’s domain (cw_conversation and cw_user_ followed by a code) and in your browser’s storage, and the chat window, served from chat.atriomail.com, keeps its own state in your browser’s storage. The control panel deletes its chat cookies when you sign out. These are essential cookies: they only keep your chat session, they are set by the chat software we host on our own server, and they are not used for analytics or advertising, so they do not depend on your cookie choices.

  • Essential cookies are required for service operation and cannot be disabled.
  • Analytics and advertising cookies are only used with your consent.

You can manage cookie preferences through your browser or our cookie banner. For details, see our Cookie Policy.

10. Security

We implement appropriate technical and organizational measures to secure your personal data, including encryption, access controls, and regular backups of the control panel and mailboxes. The live chat is not backed up (section 6).

11. Governing Law

This Privacy Policy shall be governed by and construed under the laws of the State of Delaware, United States.

For EU customers, we comply with GDPR obligations regarding the processing of personal data.

12. Contact Us

If you have any questions about this Privacy Policy or how we handle your data, please contact us:

AtrioSolutions LLC
131 Continental Dr, Suite 305
Newark, DE 19713, United States
Phone: +1 (302) 520 3708
Email: support@atriomail.com