Trust Center
How Lont handles your customer data.
Lont can run without holding customer data. The amount it holds depends on your data source, how you use AI and the region selected for your deployment.
What this page covers
- The Lont Platform
- The part of the Lont Platform your customers see: the personalized videos and the player that delivers them.
- Customer data in the product
- The data you send to Lont, how it is processed and retained, and which other providers process it.
- Contract terms take precedence
- Your contract takes precedence over this page on every subject. It can set stricter terms.
How data moves through Lont
The standard process has three steps. Your deployment can follow a different path depending on the factors listed below.
- 01
You encrypt
You choose the fields your video journey needs, such as name, product, language, policy type or renewal date, and encrypt them before sending them to Lont.
- 02
Lont assembles and displays
When a viewer watches, Lont decrypts the variables to select and display their approved video. It uses the variables only for that purpose.
- 03
The session clears
Lont keeps decrypted variables in memory while the viewer watches and discards them when the view ends. It never writes them to disk.
What changes the path
You and Lont agree on these details during deployment design and record them in the agreement.
- Data source
- A trigger can send encrypted variables, or an integration can read from your system of record. Your data source determines what Lont receives and in what form.
- AI use
- If speech includes a variable, its text goes to the voice provider. OpenAI models handle translation and script assistance using scripts only. Personalized content is not translated.
- Region and delivery
- You can select an Azure region, including one in the EU, and an EU-hosted deployment is possible. Lont also supports multiple CDNs and regions. Your agreement can require written approval before processing data outside the selected region.
- Contract terms
- Your deployment follows the agreement, including any stricter handling requirements, shorter retention periods or faster incident notification.
Controls for every deployment
Data security
- Encryption before transfer
- Where the data source supports it, you encrypt personalization variables before they are sent to Lont.
- Runtime-only decryption
- Variables are decrypted only while the video is assembled and displayed.
- Never written to disk
- Decrypted variables are held in memory only.
- Access control and traceability
- Lont restricts system access and logs relevant system activity.
Privacy operations
- Purpose limitation
- Lont processes personal data only on your instructions and for your communication.
- Confidentiality
- Everyone who can access confidential data has confidentiality obligations.
- Data subject rights
- Lont assists with access, correction, portability, deletion and restriction requests.
- Separation of records
- Lont keeps personalization variables separate from the platform's technical and engagement records.
Assurance
- Security review
- You can request written answers about the design and operation of the controls.
- Audit cooperation
- Customer agreements provide for security and privacy audits.
- Subprocessor obligations
- Contracts require subprocessors to meet data protection obligations.
- Incident notification
- Lont reports incidents within 72 hours of discovery, or sooner if your agreement requires it.
Data retention
| Data | What it is | Kept for |
|---|---|---|
| Decrypted personalization variables | The values used to assemble one viewer's video | Held in memory during the view and never written to disk. |
| Playback telemetry | Segment plays, skips, rewatches, call-to-action clicks | 72 hours, then removed. |
| Rendered output | Assembled video and audio cached for delivery | Up to 1 week on the CDN. Contains no personal data. |
| After the contract ends | Everything still held for your deployment | Retained according to your contract. You can request confirmation of deletion. |
Customer data and AI
Customer data is not used to train models. Personalization variables are used only to assemble the individual viewer's communication.
You choose where to use AI
Lont uses AI only in the parts of the workflow you select.
Approval before release
Scripts and scenes can require your approval before release.
Consistent output
The same approved inputs and rules produce the same video. The output changes only when you change those inputs or rules.
When speech includes a personalization variable, that text goes to the voice provider. OpenAI models translate scripts only. Personalized content is not translated, so no personal data reaches those models.
Network allowlists
If you restrict outbound traffic, you can request an allowlist for your deployment.
- Platform and API
- Endpoints for platform and API traffic.
- Media delivery
- Endpoints that load the player and deliver video to viewers.
- Configured integrations
- Additional endpoints for each integration you enable.
- Connection requirements
- Domains, ports, protocols, purpose and deployment notes.
SOC 2 and ISO 27001 status
- In preparation
- Lont is preparing for SOC 2 Type II attestation and ISO 27001 certification. Work includes developing controls and documentation for both frameworks.
- Updates
- Lont will publish audit start dates and outcomes on this page.
- Available now
- You can review the controls and retention periods on this page, your agreement and the subprocessor list. You can also arrange a call with our team.
Subprocessors with access to customer data
| Provider | What it does | What it can process |
|---|---|---|
| Microsoft Azure | Cloud infrastructure for the Lont Platform | Personalization variables during the live session; the platform's technical and engagement records |
| Text-to-speech provider | Generates spoken audio for video scenes | The spoken text, including any personalization variable in it, such as a name |
Voice providers are selected for each deployment from ElevenLabs, Azure Speech and AWS Polly. A journey can use one or more providers. OpenAI models translate scripts only and do not process personalized content.
Documents you can request
On request
Data processing agreement
Covers roles, processing instructions and safeguards, as well as audit rights, incident notification and deletion.
RequestOn request
Security review
Get written answers to your security questionnaire and discuss them with our team.
RequestOn request
Network allowlist
Domains, endpoints, ports and protocols for your deployment.
RequestFrequently asked questions
What customer data does Lont use?
Lont uses only the variables your journey needs, such as a name, product, language, policy type or renewal date. You define the source fields and rules.
Does Lont store personalization variables?
Lont holds decrypted variables in memory during the view and discards them when it ends. It never writes them to disk. Your data source determines what Lont receives and in what form. These details are agreed for each deployment and recorded in the agreement.
How are personalization variables protected?
Where the data source supports it, you encrypt them before transfer and Lont decrypts them at runtime only. Other patterns are set out in your agreement.
Is customer data used to train AI models?
No. Customer records are never used to train models. You choose whether AI helps with content, translation, tone or variants.
Does data leave the platform when AI is used?
Only for speech. The voice provider receives the spoken text, including any personalization variables. OpenAI models process scripts for translation and script assistance. Personalized content is not translated.
Where is data processed?
Lont processes data in the Azure region selected for your deployment, which can be in the EU, and can also use multiple CDNs and regions. Your agreement can require written approval before processing data elsewhere.
Can Lont be hosted in the EU?
Yes. You can select an Azure region in the EU, and your agreement can require written approval before processing data outside it. Lont also supports multiple CDNs and regions.
How long is data kept?
Decrypted variables are never stored. Playback telemetry is kept for 72 hours, and rendered output stays on the CDN for up to 1 week with no personal data in it. Your contract can shorten any of these periods.
How quickly are incidents reported?
Within 72 hours of discovery. A shorter window can be set in your contract.
Where is Lont on SOC 2 and ISO 27001?
Lont is working toward SOC 2 Type II attestation and ISO 27001 certification. Audit start dates and outcomes will be published on this page.
How does Lont work with subprocessors?
Lont contracts with subprocessors for defined services and requires them to meet data protection obligations. The two entries in the table above cover those that can process customer data.
Does Lont provide network allowlist information?
Yes. Lont sends your team the domains, endpoints, ports and protocols needed for platform access, media delivery and enabled integrations. The allowlist is specific to your deployment and is not published.
What if our contract says something different?
Your contract takes precedence on every subject.
Contact
- privacy@lont.aiPrivacy, data protection and due diligence
- security@lont.aiVulnerability reports and security questions
Lont is a trade name of Infuse Video Inc., 1007 North Orange Street, 4th Floor, Wilmington, DE 19801, United States.