Privacy Policy

1. Introduction

At ALEX AI Answering Service ("ALEX," "we," "us," or "our"), we take your privacy seriously. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our AI call answering agent service, including our website, mobile applications, and related services (collectively, the "Service").

We are committed to protecting your personal information and your right to privacy. If you have any questions about this Privacy Policy, please contact us using the information provided in the "Contact Us" section below.

By using our Service, you consent to the practices described in this Privacy Policy. If you do not agree with the practices described here, please do not use our Service.

2. Information We Collect

We collect different types of information for various purposes to provide and improve our Service. The information we collect includes:

2.1 Information You Provide

• Account Information: When you create an account, we collect your name, email address, phone number, business information, payment information, and other details you provide during registration.
• Business Configuration: Information about your business that you provide to customize ALEX, such as business hours, services offered, frequently asked questions, and call handling preferences.
• Communications: Information you provide when contacting our customer support team, responding to surveys, or communicating with us in any other way.

2.2 Call Information

• Call Audio: Recordings of calls answered by ALEX on your behalf.
• Call Transcripts: Text transcriptions of calls handled by ALEX.
• Caller Information: Information provided by callers, which may include their name, phone number, email address, and any other information they share during the call.
• Call Metadata: Technical information about calls, such as time, duration, caller ID, and call routing information.

2.3 Device and Usage Information

• Device Information: Information about the device you use to access our Service, including hardware model, operating system, unique device identifiers, and mobile network information.
• Log Data: Information that your browser sends whenever you visit our website or access our Service, including your IP address, browser type, pages visited, time of visit, time spent on those pages, and other statistics.
• Service Usage: Information about how you use our Service, including features accessed, actions taken, and preferences.

2.4 Cookies and Similar Technologies

We use cookies and similar tracking technologies to collect information about your activity, browser, and device. Cookies are small data files stored on your device that help us improve our Service and your experience, understand which areas of our website are most popular, and count visits.

You can instruct your browser to refuse all cookies or to indicate when a cookie is being sent. However, if you do not accept cookies, you may not be able to use some portions of our Service.

3. How We Use Your Information

We use the information we collect for various purposes, including:

• Providing the Service: Operating, maintaining, and improving our Service, including training our AI systems to better understand and respond to calls.
• Customization: Personalizing your experience by customizing ALEX's responses based on your business information and preferences.
• Communication: Communicating with you about our Service, including sending notifications about calls, lead information, and service updates.
• Customer Support: Addressing your inquiries, troubleshooting problems, and providing technical assistance.
• Analytics: Analyzing usage patterns to improve our Service, develop new features, and measure the effectiveness of our marketing campaigns.
• Security: Detecting, preventing, and addressing technical issues, fraud, and other harmful activities.
• Legal Compliance: Complying with applicable laws, regulations, and legal processes.
• Business Operations: Managing our business operations, including billing, accounting, and auditing.

4. How We Share Your Information

We may share your information with third parties in certain circumstances, including:

• Service Providers: Third-party vendors, consultants, and other service providers who perform services on our behalf, such as cloud service providers, payment processors, and customer service platforms.
• Business Transfers: If we are involved in a merger, acquisition, or sale of all or a portion of our assets, your information may be transferred as part of that transaction.
• Legal Requirements: When required to do so by law, regulation, or in response to valid requests by public authorities (e.g., a court or government agency).
• Protection of Rights: When we believe in good faith that disclosure is necessary to protect our rights, your safety or the safety of others, investigate fraud, or respond to a government request.
• With Your Consent: In any other circumstances where we have your explicit consent.

4.1 Third-Party Service Providers

We may use third-party service providers to help us operate our business and our Service or administer activities on our behalf. These service providers have access to your information only to perform these tasks on our behalf and are obligated not to disclose or use it for any other purpose.

Our service providers may include:

• Cloud hosting and infrastructure providers
• Telecommunications providers
• Payment processors
• Analytics services
• Customer relationship management services
• Email and communication platforms

4.2 Call Information

When ALEX answers calls on your behalf, we act as a data processor with respect to the call information. You, as our customer, are the data controller for this information. We will only process this information in accordance with your instructions and our contractual obligations.

You are responsible for ensuring that your use of our Service to collect information from callers complies with applicable privacy laws, including providing appropriate notices and obtaining any necessary consents.

5. Data Security

We implement appropriate technical and organizational measures to protect the security of your personal information. However, please be aware that no method of transmission over the Internet or method of electronic storage is 100% secure.

Our security measures include:

• Encryption of data in transit and at rest
• Regular security assessments and testing
• Access controls and authentication mechanisms
• Monitoring for suspicious activities
• Employee training on security and privacy practices
• Physical and environmental safeguards for our servers and facilities

While we strive to use commercially acceptable means to protect your information, we cannot guarantee its absolute security. You are responsible for maintaining the secrecy of any credentials used to access your account and for taking appropriate measures to safeguard your own information.

6. Data Retention

We will retain your information for as long as your account is active or as needed to provide you with our Service. We will also retain and use your information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.

Specifically:

• Account Information: We retain your account information for as long as your account is active and for a reasonable period thereafter to facilitate reactivation if you choose to resume using our Service.
• Call Information: We retain call recordings and transcripts for a period specified in your service plan (typically 6-12 months). You can access, download, or delete this information through your account settings.
• Usage Data: We may retain anonymized or aggregated usage data indefinitely for analytical purposes.

After the retention period expires, your information will be securely deleted or anonymized, unless we are legally required to retain it longer.

7. Your Privacy Rights

Depending on your location, you may have certain rights regarding your personal information. These may include:

• Access: The right to request access to the personal information we hold about you.
• Correction: The right to request that we correct any inaccurate or incomplete personal information.
• Deletion: The right to request that we delete your personal information in certain circumstances.
• Restriction: The right to request that we restrict the processing of your personal information in certain circumstances.
• Portability: The right to receive your personal information in a structured, commonly used, and machine-readable format.
• Objection: The right to object to the processing of your personal information in certain circumstances.
• Withdraw Consent: The right to withdraw your consent at any time where we rely on consent to process your information.

7.1 How to Exercise Your Rights

You can exercise many of your rights through your account settings. For other requests, please contact us using the information provided in the "Contact Us" section below.

We will respond to your request within a reasonable timeframe and in accordance with applicable laws. We may need to verify your identity before processing your request.

7.2 California Privacy Rights

If you are a California resident, you have certain rights under the California Consumer Privacy Act (CCPA) and California Privacy Rights Act (CPRA), including:

• The right to know what personal information we collect about you and how we use and disclose it
• The right to delete personal information we have collected from you, subject to certain exceptions
• The right to opt-out of the sale or sharing of your personal information
• The right to non-discrimination for exercising your privacy rights

To exercise your rights under California law, please contact us using the information provided in the "Contact Us" section below.

7.3 European Economic Area (EEA), United Kingdom, and Swiss Residents

If you are located in the EEA, United Kingdom, or Switzerland, you have certain rights under the General Data Protection Regulation (GDPR) or applicable data protection laws. In addition to the rights mentioned above, you may have the right to lodge a complaint with a supervisory authority.

We process your information on the following legal bases:

• Performance of a Contract: To provide you with our Service as outlined in our Terms of Service.
• Legitimate Interests: To operate our business, provide the Service, ensure security, and improve our offerings.
• Consent: For specific purposes where we have obtained your consent.
• Legal Obligation: To comply with applicable laws and regulations.

If we transfer your information to entities outside the EEA, United Kingdom, or Switzerland, we ensure appropriate safeguards are in place to protect your information, such as Standard Contractual Clauses.

8. Children's Privacy

Our Service is not directed to individuals under the age of 18. We do not knowingly collect personal information from children under 18. If you are a parent or guardian and you believe that your child has provided us with personal information, please contact us. If we become aware that we have collected personal information from children without verification of parental consent, we will take steps to remove that information from our servers.

9. Changes to This Privacy Policy

We may update our Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page and updating the "Last Updated" date at the top of this page.

We encourage you to review this Privacy Policy periodically for any changes. Changes to this Privacy Policy are effective when they are posted on this page.

If we make material changes to this Privacy Policy, we will notify you either through the email address you have provided us or by placing a prominent notice on our website before the changes become effective.

10. Third-Party Links and Services

Our Service may contain links to other websites, applications, or services that are not operated by us. If you click on a third-party link, you will be directed to that third party's site. We strongly advise you to review the privacy policy of every site you visit.

We have no control over and assume no responsibility for the content, privacy policies, or practices of any third-party sites or services. Your interactions with these third parties are governed by their policies, not ours.

Some examples of third-party services we may integrate with include:

• Payment processors
• Customer relationship management (CRM) systems
• Calendar applications
• Email marketing services
• Analytics providers

11. Do Not Track Signals

We currently do not respond to "Do Not Track" signals from your web browser due to the lack of an industry standard for such signals. If a standard is adopted in the future, we will reassess how to respond to these signals.

12. International Data Transfers

We may transfer, store, and process your information in countries other than your own. Our servers are primarily located in the United States, but we may use service providers located in other countries.

If you are located outside the United States and choose to provide information to us, please note that we transfer the information, including personal information, to the United States and process it there. Your submission of such information represents your agreement to that transfer.

We take appropriate safeguards to ensure that your personal information is treated securely and in accordance with this Privacy Policy and applicable data protection laws, regardless of where it is processed.

13. Business Transitions

If ALEX is involved in a merger, acquisition, or sale of all or a portion of its assets, you will be notified via email and/or a prominent notice on our website of any change in ownership or uses of your personal information, as well as any choices you may have regarding your personal information.

14. Your Responsibilities

As a customer of ALEX, you are responsible for:

• Ensuring that your use of our Service complies with applicable laws and regulations
• Providing appropriate notice to your callers about your use of ALEX to answer calls
• Obtaining any necessary consents from your callers for the collection, use, and disclosure of their information
• Using the information collected through our Service only for legitimate business purposes
• Maintaining the confidentiality of your account credentials

15. Contact Us

If you have any questions about this Privacy Policy or our data practices, please contact us at:

ALEX AI Answering Service
support@alexoncall.com
[Support Number]
[Address]
[Address2]