Policy on Ethical AI Practices and Data Governance
1. Purpose
This policy defines how SUSAN Platform manages the use of Artificial Intelligence (AI), including using AWS Bedrock services in that we are these two AI models Nova Pro, Anthropic Claude, to ensure data security, privacy, ethical use, and regulatory compliance.
2. Scope
This policy applies to:
- All AI features and services integrated into the SUSAN Platform.
- All customer data processed, stored, or analyzed by AI models.
- Third-party AI vendors or partners engaged by Servqual.
3. AI Usage Principles
We commit to the following guiding principles:
- Transparency
- Customers are informed whenever AI is used to process or analyze their data.
- AI features clearly indicate when outputs are generated or enhanced by AI.
- Privacy & Data Protection
- Customer data is handled in strict accordance with applicable privacy laws (e.g., GDPR, CCPA, HIPAA if relevant).
- Data is never sold, shared, or used to train models without explicit customer consent.
- Security by Design
- End-to-end encryption (in transit and at rest), access controls, and continuous monitoring protect all AI operations.
- AI models are deployed in secure, compliance-certified environments.
- Human Oversight
- AI provides decision support, not fully autonomous decision-making.
- Human review remains the final authority on risk assessments, compliance findings, or other critical outputs.
- Fairness & Non-Discrimination
- AI models are regularly tested for bias to ensure impartial outcomes.
- Corrective action is taken promptly if any unfair or discriminatory patterns are detected.
- Accountability
- Clear internal ownership exists for AI operations, including monitoring, auditing, and incident response.
- Customers can request documentation on how AI decisions are made.
- Responsible Innovation
- New AI capabilities are introduced only after ethical and security impact assessments.
- Continuous improvements are balanced with customer safety and regulatory compliance.
4. Data Handling & Ownership
- Customer Data Ownership: Customers retain full ownership of their data.
- Data Processing: AWS Bedrock (Claude, Nova Pro) used strictly for AI-driven insights.
- No PII shared with AI models — no training, fine-tuning, or retention.
- AI runs in stateless mode — no learning from customer interactions.
- All processing is region-bound and encrypted.
- No Unauthorized Use: Customer data will not be used to train or improve AI models without explicit written consent.
- Anonymization: When feasible, data is anonymized before being used by third-party AI services.
5. Third-Party AI Vendors
- Only vetted and compliant AI providers are used (AWS bedrock models Nova Pro, Anthropic Claude).
- All third-party providers must adhere to strict Data Processing Agreements (DPAs) and confidentiality standards.
- Vendors are required to comply with relevant privacy regulations (GDPR, SOC 2, ISO 27001, etc.).
6. Security Controls
- Encryption: AES-256 encryption for data at rest and TLS 1.2+ for data in transit.
- Access Management: Role-based access controls (RBAC) with multi-factor authentication.
- Logging & Monitoring: Continuous monitoring of AI operations to detect unauthorized access or misuse.
- Incident Response: Any AI-related security incident will be reported to customers within 72 hours.
7. Ethical AI Practices
- AI models will not be used to create harmful, deceptive, or malicious outputs.
- Regular audits will be conducted to detect bias or unintended consequences.
- AI recommendations will include explainability features wherever feasible.
8. Compliance & Regulatory Alignment
Customers have the right to:
- Request details of how their data is processed by AI.
- Opt out of certain AI-driven features where feasible.
- Request deletion or export of their data as per privacy laws.
10. Review & Updates
This policy will be reviewed annually or upon major AI platform changes to ensure ongoing compliance with evolving laws and standards.
