Hybrid AI live chat built by a UK company, with chat logs and visitor data stored in UK data centres. Need no AI processing at all? Switch to Human Only mode.
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Where your customer data lives isn't just a technical detail - it's a legal and reputational decision. Here's why UK-hosted live chat software is the only sensible choice for UK organisations.
All customer chat data, personally identifiable information (PII), and session metadata is stored on servers located in the United Kingdom. When AI features are switched on, chat text is processed by our AI provider, OpenAI, outside the UK, and emails are sent through Amazon SES in Ireland. On Enterprise, AI processing can run entirely in the UK, for example on Microsoft Azure OpenAI in UK South, with no training on your data and nothing stored by the AI provider. Human Only mode switches the AI agent, reply suggestions, chat summaries and Deep Learning off.
We hold a current Cyber Essentials certification - the UK government-backed framework for cybersecurity. It is required for central government contracts that involve personal data, is asked for in many public sector and NHS procurements, and shows that the five core technical controls are in place.
For organisations subject to FCA oversight, NHS information governance, or local authority procurement rules, UK-hosted software eliminates the complexity of international data transfer assessments. Our Data Processing Agreement (DPA) is ready to sign and meets the requirements of regulated UK sectors.
IMSupporting is registered with the Information Commissioner's Office (ICO) as a data processor. Our registration confirms we have met the legal requirements for processing personal data in the UK. We maintain this registration annually and update it as our processing activities evolve.
We are a British company, incorporated in England and Wales, with our team based in Gloucester. Your support queries are answered by UK-based staff during UK business hours - no overseas call centres, no language barriers, no time-zone delays.
Chat messages, private notes and archived transcripts are encrypted at rest with AES-256-GCM and a separate key for each account, and every connection uses TLS. Databases are backed up daily within UK boundaries, operator and administrator roles separate who can change settings, and account activity is written to searchable audit logs.
UK data residency doesn't mean a compromise on capability. IMSupporting offers the most advanced hybrid AI live chat platform available, with chat data hosted in the UK and UK-only AI processing on Enterprise.
AI handles routine queries 24/7 using your own knowledge base. Complex or sensitive conversations escalate seamlessly to your human operators. On standard plans, when AI is on, chat text is processed by our AI provider, OpenAI, outside the UK; on Enterprise the AI can run in the UK, and Human Only mode switches AI off.
Upload your documents, policies, and help articles. The AI learns from your UK-stored content and answers accurately - never making up information. Grounded responses from verified sources.
Design automated chat flows - pre-chat forms, department routing, offline message collection, consent capture - with a drag-and-drop builder. No coding required.
Connect to your CRM, ticketing system, or internal APIs. AI agents can look up data and take actions - raising tickets, checking orders, booking appointments - in real time.
Live visitor monitoring, chat volume trends, agent performance, AI resolution rates, and customer satisfaction scores - all stored in UK data centres and accessible from your dashboard.
Your operators can manage chats from any device. The chat widget works on all websites - WordPress, Shopify, custom HTML - with a lightweight embed that loads in under 200ms.
Organisations that handle sensitive customer data need to know exactly where it lives. UK-hosted chat software is particularly critical for:
UK GDPR and data sovereignty requirements for citizen data.
NHS Information Governance and Cyber Essentials requirements.
Student data protection and UKVI compliance needs.
Strict data security standards for police and fire services.
SRA and Law Society data handling requirements.
FCA regulated firms needing UK data residency statements.
TPO and NAEA compliance for customer data handling.
Consumer chat data stored in UK data centres.
| Consideration | US / Global Cloud | IMSupporting (UK) |
|---|---|---|
| Data location | USA / EU (varies) | ✅ UK data centres |
| UK GDPR compliance | ⚠️ Requires SCCs | ✅ Native - no transfers needed |
| Cyber Essentials | ❌ Not typically offered | ✅ Certified |
| ICO registration | ❌ US entity | ✅ UK registered data processor |
| Public sector readiness | ⚠️ Complex assessments | ✅ Pre-assessed & procurement-ready |
| Support location | 🌍 Global / offshore | ✅ Gloucester, England |
| Data Processing Agreement | ⚠️ US law governed | ✅ UK law, ready to sign |
| NHS IG Compliance | ⚠️ Requires extra steps | ✅ Designed for NHS requirements |
No hidden data-residency surcharges. UK hosting is standard on every plan - not an enterprise add-on.
Up to 20 operators · 10,000 APUs · Priority support · UK hosted
Start FREEUnlimited operators · Dedicated UK infrastructure · UK-only AI processing · Configurable retention · SLA · DPA
Contact SalesAll plans include UK data hosting, GDPR compliance, and Cyber Essentials coverage. See full pricing details.
Chat logs, visitor details and session data are stored in UK data centres. When AI features are switched on, chat text is processed by our AI provider, OpenAI, outside the UK, on standard plans; OpenAI doesn't use API data to train its models. On Enterprise, AI processing can run entirely in the UK, for example on Microsoft Azure OpenAI in UK South, with no training on your data and nothing stored by the AI provider. Emails are sent through Amazon SES in Ireland.
Yes. UK data hosting, Cyber Essentials certification, ICO registration, and our signed Data Processing Agreement make IMSupporting appropriate for NHS, local authority, and other public sector deployments. We regularly supply public sector organisations and can provide documentation for procurement processes.
Yes. A standard Data Processing Agreement is available for all Business and Enterprise customers and is governed by UK law. Enterprise customers can request a custom DPA. Contact sales@imsupporting.com to receive a copy for review before committing to a plan.
Cyber Essentials is a UK government-backed certification scheme, delivered for the NCSC by IASME. It covers five core technical controls (firewalls, secure configuration, user access control, malware protection and security updates) that protect against the most common cyber attacks, and it is required for central government contracts that involve handling personal data. IMSupporting holds a current Cyber Essentials certification.
Yes. Every paid plan has a 99.9% monthly uptime target, with service credits as set out in section 3 of our terms of service. Enterprise contracts can add an agreed SLA under UK law. Chat servers and data storage are UK-based.
It can, on Enterprise. On our standard plans, chat data is stored in the UK, but when AI features are switched on, chat text is processed by our AI provider, OpenAI, outside the UK; OpenAI doesn't use API data to train its models. On Enterprise, the AI can run entirely in the UK, for example on Microsoft Azure OpenAI in UK South, so chat text stays in the UK, isn't used for training and isn't stored by the AI provider. An enhanced Enterprise contract can run the AI models on our own dedicated clusters in UK South, with no third-party AI provider; our sales team prices both options. If your organisation needs no AI processing, use Human Only mode, which switches the AI agent, reply suggestions, chat summaries and Deep Learning off. Contact us to discuss your requirements.
Start your free 30-day trial today. No credit card required. UK-hosted from day one.
Gloucester, England · UK company · UK data centres · ICO registered
