Richpanel's customer-service agent gains vendor indemnity, breach-notice terms in new DPA; insurance still undisclosed

Richpanel, an e-commerce customer-service agent, now carries a vendor indemnity clause and a five-business-day breach-notification commitment in its data processing agreement, according to a copy reviewed by AI Dispatch. Its public materials still name no insurance carrier or coverage limit for the agent's actions.

The DPA states: "Service Provider shall indemnify and hold harmless Company and its affiliates, parents, subsidiaries, employees, officers, contractors, and agents from and against any third-party claims arising from (a) a breach of Service Provider's representations or warranties under this DPA." The indemnity covers breaches of the DPA's own warranties or violations of data-privacy law; it does not extend generally to harm caused by the agent's actions inside a customer's store.

On incident response, the DPA commits Richpanel to notify customers "without undue delay, and in any event within five (5) business days (or sooner where required by applicable Data Privacy Laws)" of discovering a security breach.

Rather than granting customers a right to audit its systems directly, the DPA says Richpanel "may satisfy its audit obligations by providing copies of its most recent third-party audit reports (e.g. SOC 2 Type II) where permitted by law." Internal access to customer data is controlled through "role-based access controls" and "least-privilege provisioning," the document states, and cross-border transfers out of the European Union, United Kingdom and Switzerland are governed by the EU's Standard Contractual Clauses.

Richpanel's homepage separately states the company holds SOC 2, HIPAA and GDPR compliance, and offers a money-back guarantee if the agent does not reach 50% ticket automation within its first 30 days.

An AI Dispatch review of Richpanel's public materials found no reference to an insurance policy, a named carrier, a coverage limit or a liability cap covering the agent's actions.

Richpanel says on its site that more than 3,000 brands use the product, priced at $99 per seat plus about $0.20 per AI conversation, with a $200 monthly minimum.