Dixa.com

At Dixa, we are committed to ensuring that our public-facing products are accessible to everyone. We continually work to improve the user experience and apply relevant accessibility standards to support all of our customers.

This statement applies to our public-facing products: Dixa Messenger, Dixa Knowledge, and our Survey Portal.

Guiding Principles

We follow the four key principles of accessibility, which guide how we design and improve our public-facing products:

👀 Perceivability

Information and user interface components must be presentable in ways that all users can perceive.

Text alternatives are provided for non-text content such as images or icons.
Captions and transcripts are available for video or audio where applicable.
Content can be resized and remains usable at higher zoom levels.
Color is never the only way to convey information, ensuring clarity for users with visual impairments.

💻 Operability

Navigation and interface components must be fully operable for all users.

All functionality can be accessed via keyboard navigation, without requiring a mouse.
Interfaces are designed to avoid traps, such as being unable to exit a pop-up or form.
Animations and interactions are built to avoid seizure risks, such as flashing content.
Forms include clear instructions and meaningful error messages to guide users.

🧠 Understandability

Content and interactions must be clear, consistent, and easy to understand.

Language used across our products is plain, clear, and avoids unnecessary jargon.
Navigation and layout are consistent, reducing confusion for returning users.
Autofill and input assistance help users complete forms more easily.
Destructive actions (like deleting) are confirmed with prompts to avoid accidental mistakes.

🤝 Robustness

Our public-facing products must remain compatible with a wide variety of devices, browsers, and assistive technologies.

Products are tested with screen readers (e.g., NVDA, VoiceOver) to ensure compatibility.
Proper ARIA attributes are used to support assistive technologies.
Cross-browser support is maintained for Chrome, Safari, Firefox, and Edge.
Mobile layouts and touch-based interactions are designed to remain accessible.

Compliance & Standards

We design and test our public-facing products against the Web Content Accessibility Guidelines (WCAG) 2.1 AA standards.
Regular reviews ensure compliance with the EU Accessibility Act (Directive (EU) 2019/882).
Accessibility is embedded in our design, development, and QA processes.

Ongoing Improvements

Accessibility is an ongoing process. We continue to monitor and test our public-facing products (including Dixa Messenger, Dixa Knowledge, and the Survey Portal) using both automated tools and manual reviews.

Feedback & Contact

We welcome your feedback on accessibility. If you experience any issues or have suggestions for improvement, please contact us:

📧 support@dixa.com

We aim to respond to all accessibility-related feedback within a reasonable timeframe.

Minimum subprocessors

Core sub-processors are integrated into Dixa's services and required to process the customer's personal data in order for the Customer to enjoy and make use of the Dixa Services.

Supplier	Address	Purpose	Transfer mechanism	Categories of data
Amazon Web Services EMEA SARL	Avenue John F. Kennedy 38, Luxembourg, 1855, Luxembourg	Data Center infrastructure (Hosting and computing power) / Infrastructure for e-mail handling		All customer data in the Dixa services, including: full name, messages, notes, phone number, email, phone call details, analytics reports.
Dagasan	Monaco	Platform development and maintenance.	EU SCC	All customer data in the Dixa services.

Dixa Group Companies

Supplier	Address	Purpose	Transfer mechanism	Categories of data
Elev.io Pty Ltd	Level 6, 43 Hardware Lane, Melbourne, 3000, Victoria, Australia	Platform development and maintenance.	EU SCC	All customer data in the Dixa services.
Dixa GmbH (formerly Solvemate GmbH)	Friedrichstraße 114 A, 10117 Berlin, Germany	Platform development and maintenance.		All customer data in the Dixa services.
Miuros SAS	92 Cours Lafayette, CS 53515, 69489 Lyon, Cedex 03, France	Platform development and maintenance.		All customer data in the Dixa services.
Dixa Ltd	Knotel, Clerks Court, 18-20 Farringdon Ln, London EC1R 3AU, United Kingdom	Pre- & post-sales solutions consulting, and customer support.	Adequacy decision, alternatively EU SCC	Customer Data in the Dixa services.
Dixa Inc.	211 East 43rd Street, 7th Fl – PMB #AV104, New York, NY, 10017, USA	Pre- & post-sales solutions consulting, and customer support.	EU SCC or EU-US DPF	Customer Data in the Dixa services.

Modular sub-processors

Sub-processors may be used by a Customer as part of the Dixa Services (if purchased as a service or channel). Sub-processors relevant to an individual customer will depend on add-ons and channels that the customer uses.

Supplier	Address	Purpose	Transfer mechanism	Categories of data
Voxbone S.A. (Bandwidth Group)	Avenue Louise 231, 1050 Ixelles, Belgium	Telecommunications/ VoIP provider	EU-US DPF, EU SCC	Contact information, Customer communication data
DIDWW Ireland Limited	10/13 Thomas Street, The Digital Hub, Dublin 8, Ireland	Telecommunications/ VoIP provider	EU SCC	Contact information, Customer communication data
Gradwell Communications Ltd.	Onecom House 4400 Parkway Whiteley, Fareham, Hampshire, England, PO15 7FJ, United Kingdom	Telecommunications/ VoIP provider	EU SCC	Contact information, Customer communication data
Elev.io Pty Ltd	Level 6, 43 Hardware Lane, Melbourne, 3000, Victoria, Australia	Knowledge base functionality.	EU SCC	Content stored and accessed in the knowledge base functionality provided by Elev.io, including author information.
Twilio, Inc.	101 Spear Street, 5th floor, San Francisco, CA 94105. Twilio Ireland Limited: 70 Sir John Rogerson's Quay, Dublin 2, D02 R296, Ireland	Call/Text handling technology/infrastructure. E.g. SIP trunk provisioning, client calls, conference mixing, voice routing, outbound PSTN provider. Telecommunications and integration provider for instant messaging (WhatsApp)	EU-US DPF, EU SCC	Contact information, Customer communication data
Avoxi, Inc.	300 Galleria Parkway SE, Suite 610, Atlanta, Georgia 30339, USA	Telecommunications/ VoIP provider	EU-US DPF, EU SCC	Contact information, Customer communication data
Dixa GmbH (formerly Solvemate GmbH)	Friedrichstraße 114 A, 10117 Berlin, Germany	Chatbot intelligence		Content stored in the chatbot functionality, such as personal identification, contact information, and inputs of end-users sent in the feedback forms.
Miuros SAS	92 Cours Lafayette, CS 53515, 69489 Lyon, Cedex 03, France	Customer Service Performance Platform/ Analytics	EU SCC	Content used for the analytical data reports, including personal identification, analytics, contact information, and messages.
Bird Eats Bug (Bird Labs GmbH)	c/o Factory Works GmbH Rheinsberger Straße 76/77, 10115 Berlin, Germany	Bug reporting	EU SCC	All customer data included in the bug report.
Microsoft Ireland Operations Limited	ONE MICROSOFT PLACE, SOUTH COUNTY BUSINESS PARK, LEOPARDSTOWN, Dublin 18, D18 P521, Dublin, IRELAND	Processing of data by Azure OpenAI Service (e.g. ChatGPT) in order to provide artificial intelligence capabilities in relation to linguistic analytics of, and replies to, conversations.	EU-US DPF, EU SCC	Conversations, incl. End-User Contact information (name, email, id. etc), Knowledge Articles.
Bandwidth Inc. (Bandwidth Group)	2230 Bandmate Way, Raleigh, NC 27607, USA	Telecommunications/ VoIP provider	EU-US DPF, EU SCC	Contact information, Customer communication data
Auth0 (Okta Inc)	100 First Street, 6th Floor, San Francisco, CA 94105, USA	Provider of advanced authentication options for login to the Dixa Platform.	EU SCC	Agent login identifier (e.g. email)
Lab08 ApS	Bredgade 21B, 1260 Copenhagen K, Denmark	An integration partner which may assist with building custom integrations, if the Customer has purchased services for development or maintenance of custom integrations.	N/A	Conversations, incl. End-User Contact information (name, email, id. etc), Knowledge Articles.
Anthropic Ireland, Limited	6th Floor, South Bank House, Barrow Street, Dublin 4, Dublin, Ireland	Processing of data by Anthropic AI models in order to provide artificial intelligence capabilities in the Dixa Platform.	EU SCC, EU-US DPF	Conversations, incl. End-User Contact information (name, email, id. etc), Knowledge Articles.
Makes You Local	Østbanegade 123, 2100 Copenhagen, Denmark	An onboarding partner which may assist with onboarding our Customers to the Dixa Services, if Dixa assigns Makes You Local to perform the onboarding. The onboarding partner will be able to see the content of the Customers organisation for onboarding purposes.		All customer data in the Dixa services, including: full name, messages, notes, phone number, email, phone call details, analytics reports which may be accessed in the course of the vendor providing assistance with onboarding.
BrowserStack	4512 Legacy Dr, Ste 100, Plano, Texas 75024, USA	Bug reporting services	EU SCC or EU-US DPF	All customer data included in the bug report.
EverHelp Ltd	5-9 Main Street, GX11 1AA, Gibraltar, Gibraltar	Provision of external support team services.	EU SCC	Conversations with Dixa customer's agents; Agent information; All Customer Data in Customer when needed to access to troubleshoot Dixa Customer's support request.
Langfuse GmbH	Gethsemanestr. 4, 10437, Berlin, Germany	A management platform for Artificial Intelligence, Machine Learning and Large Language Models (AI/ML/LLM). This service helps process the data and send the data to the appropriate AI/ML/LLM solution, optimize prompts, and return the results from AI/ML/LLM to Dixa.	Adequacy decision, EU SCC	Conversations, incl. the content of message/communication, end-user and agent information (name, email, number, id. etc), knowledge articles and their meta-data, as well as derived output material resulting from analysis of said input data.
Elevenlabs Inc.	169 Madison Ave #2484, New York, NY 10016, USA	Provides services for AI powered Voice/Speech functionalities, e.g. input analysis and output generation for Speech-to-Text, Text-to-Speech and Speech-to-Speech functionalities.	Adequacy decision, EU SCC and/or EU-US DPF	Conversations, incl. the content of message/communication, end-user and agent information (name, email, number, id. etc), knowledge articles and their meta-data, as well as derived output material resulting from analysis of said input data.

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