Trust

Security

Grammateas listens to your business's calls. That is trust that has to be earned with engineering, not with assurances. Here is exactly what applies.

Last updated: 12 September 2026 · This English version is provided for convenience; in case of divergence the Greek text prevails.

Where the data is

The application, the database, the recordings and the transcripts are hosted on servers inside the European Union (Germany). The telephone lines belong to Greek providers. Which third party sees what, by name: Sub-processors.

Encryption

• Every connection to the platform and to the admin console is made over TLS, and only over TLS.
• Third-party credentials (provider keys, the connection details for calendars and CRMs) are stored encrypted with a separate key, never in plain text.
• The servers' disks are encrypted; so are the backups.

Separation between customers

Every row of data carries a customer identifier and every query to the database is filtered by it — this is not a coding convention but a rule enforced at the data-access layer. One customer's data cannot appear to another, not even through a mistake in the application code.

Access and logging

• Roles and permissions per user; access is granted at the minimum necessary.
• Every sensitive action — changing a setting, an export, a deletion, access to a recording — is written to an audit log with the user, the time and what changed.
• Every change to the assistant's configuration creates a new version; every production call refers to a specific version, so that you always know what applied at the moment of the call.
• Secrets and full personal details are never written to the logs.

What the model is never allowed to do

The greatest risk in an artificial-intelligence system is that someone talks it into doing something it should not. So:

• The model's output is never executed. Not code, not database queries, not URLs. The model only speaks and requests actions.
• Actions happen only through explicitly allowed tools (for example "book an appointment", "take a message"). Every tool call passes a check of permission, schema, customer, the assistant's authorisation and the approval policy before it reaches the target system — and it is logged.
• Instructions have a hierarchy: the platform, then the business, then the assistant, then the task, and last of all whatever the caller says. What the caller says, and anything that comes from retrieved text, is treated as data, never as a command.
• When the knowledge is not enough, the assistant says so, asks, uses a tool or transfers to a person — she does not fill the gap with guesses.
• The business's secrets never reach the model.

Retention and erasure

You decide whether calls are recorded and for how long they are kept (12 months by default). Recordings that expire are deleted automatically, from storage and from the database. Erasing one person's data takes a single action and removes the identifying details, the words of every conversation, the notes and the recordings — keeping only anonymous statistics.

Backups and continuity

Daily backups with restores that are actually tested. If the service does not answer, your calls fall back to your phone system's existing flow — nobody is left hanging.

Reporting a vulnerability

If you have found something, write to us at i.kotrotsios@rm.gr with "Security" in the subject. We answer within two working days. We will not take legal action against anyone who researches in good faith, does not access other people's data, does not disrupt the service and gives us reasonable time to fix the issue before going public.

In an incident that carries a risk, we inform the customers concerned within 24 hours and the data protection authority within 72 hours, as the GDPR requires.