Privacy Policy

1. Introduction and Scope

This Privacy Policy ("Policy") describes how Houston IT Developers LLC ("Company," "we," "us," or "our") collects, uses, processes, stores, shares, and protects information in connection with AI Call Center 360 ("AICC360," "Service," "Platform"). This Policy applies to all users, customers, and visitors of our Service.

2. Information We Collect

2.1 Information You Provide Directly

• Account Information: Name, email address, phone number, company name, billing address, payment information
• Business Information: Industry type, business size, contact preferences, service requirements
• Communication Data: Messages, emails, support tickets, feedback, and other communications with us
• Configuration Data: Call scripts, routing rules, business hours, custom settings, and service preferences
• Authentication Data: Usernames, passwords, security questions, and two-factor authentication information

2.2 Information We Collect Automatically

• Usage Data: Service usage patterns, feature utilization, session duration, click patterns, and performance metrics
• Device Information: IP address, browser type and version, operating system, device identifiers, and hardware specifications
• Log Data: System logs, error logs, security logs, access logs, and diagnostic information
• Location Data: Approximate geographic location derived from IP address and time zone settings
• Cookies and Tracking: Web cookies, pixel tags, local storage, and similar tracking technologies

2.3 Call and Communication Data

• Call Recordings: Audio recordings of all inbound and outbound calls processed through our Service
• Call Metadata: Call duration, timestamps, phone numbers, caller ID information, call disposition, and routing data
• Transcriptions: Automated transcripts of call recordings generated by our AI systems
• AI Interaction Data: Prompts, responses, decision trees, and AI model performance metrics
• Customer Data: Information about your customers that you provide or that we collect during service delivery

2.4 Third-Party Information

• Integration Data: Information from CRM systems, databases, and third-party applications you connect to our Service
• Public Records: Publicly available information to verify identity, prevent fraud, or enhance service delivery
• Business Intelligence: Market research, industry data, and competitive intelligence from third-party sources

3. Legal Basis for Processing (GDPR Compliance)

We process personal data based on the following legal grounds:

• Contractual Necessity: To perform our contractual obligations and provide the Service
• Legitimate Interests: For business operations, security, fraud prevention, and service improvement
• Consent: Where you have provided explicit consent for specific processing activities
• Legal Obligations: To comply with applicable laws, regulations, and legal processes
• Vital Interests: To protect the safety and security of individuals or our systems

4. How We Use Your Information

4.1 Service Delivery and Operations

• Providing, operating, and maintaining the AICC360 platform
• Processing calls, generating AI responses, and executing automated workflows
• Managing your account, billing, and customer support
• Customizing and personalizing your service experience
• Monitoring service performance and ensuring quality standards

4.2 Business Operations and Improvement

• AI Training and Development: Using interaction data to train, test, and improve our AI models and algorithms
• Analytics and Insights: Analyzing usage patterns, performance metrics, and user behavior
• Research and Development: Developing new features, services, and technological improvements
• Quality Assurance: Monitoring calls and interactions for quality control and training purposes
• Business Intelligence: Creating reports, dashboards, and analytics for internal business operations

4.3 Communications and Marketing

• Sending service notifications, updates, and administrative communications
• Providing customer support and technical assistance
• Marketing our services and notifying you of new features (with consent where required)
• Conducting surveys, research, and feedback collection

4.4 Legal and Security Purposes

• Fraud Prevention: Detecting, investigating, and preventing fraudulent or suspicious activities
• Security Monitoring: Protecting our systems, networks, and data from security threats
• Legal Compliance: Complying with applicable laws, regulations, subpoenas, and legal processes
• Dispute Resolution: Resolving disputes, enforcing our Terms of Service, and protecting our rights
• Regulatory Compliance: Meeting telecommunications, data protection, and industry-specific requirements

5. Information Sharing and Disclosure

5.1 Service Providers and Vendors

We may share information with trusted third-party service providers who assist in:

• Cloud hosting and data storage services
• Payment processing and billing services
• Customer support and communication tools
• Analytics, monitoring, and security services
• AI model development and machine learning platforms

5.2 Business Transfers and Corporate Events

We may transfer information in connection with:

• Mergers, acquisitions, or asset sales
• Corporate restructuring or reorganization
• Bankruptcy proceedings or similar events
• Due diligence processes for potential transactions

5.3 Legal Requirements and Protection

We may disclose information when we believe in good faith that disclosure is necessary to:

• Comply with applicable laws, regulations, legal processes, or governmental requests
• Enforce our Terms of Service or other agreements
• Protect our rights, property, or safety, or that of our users or the public
• Investigate, prevent, or respond to fraud, security threats, or illegal activities
• Respond to emergency situations involving potential harm to persons

5.4 Aggregated and De-identified Data

We may share aggregated, anonymized, or de-identified information that cannot reasonably be used to identify you or your customers for:

• Industry research and reporting
• Benchmarking and competitive analysis
• Marketing and business development
• Academic research and publications

5.5 Your Consent

We may share information for other purposes with your explicit consent or at your direction.

6. Data Retention and Storage

6.1 Retention Periods

• Account Data: Retained for the duration of your account plus 7 years after termination
• Call Recordings: Retained for up to 2 years for quality assurance and regulatory compliance
• Transaction Records: Retained for 7 years for accounting and tax purposes
• Log Data: Retained for up to 1 year for security and operational purposes
• Marketing Data: Retained until you opt-out or for up to 3 years from last interaction

6.2 Extended Retention

We may retain information for longer periods when required by:

• Legal obligations or regulatory requirements
• Ongoing legal proceedings or disputes
• Legitimate business needs such as fraud prevention
• Technical limitations in our systems

6.3 Data Storage and Security

• Data is stored on secure servers located in the United States and other jurisdictions
• We implement industry-standard security measures including encryption, access controls, and monitoring
• We cannot guarantee absolute security and are not liable for unauthorized access or data breaches
• You acknowledge that internet transmission and electronic storage carry inherent security risks

7. International Data Transfers

7.1 Cross-Border Transfers

Your information may be transferred to, stored, and processed in countries other than your country of residence, including the United States. These countries may have different data protection laws than your jurisdiction.

7.2 Transfer Safeguards

When transferring data internationally, we rely on:

• Standard Contractual Clauses approved by relevant authorities
• Adequacy decisions by competent regulatory bodies
• Your explicit consent where required by applicable law
• Other lawful transfer mechanisms as available

7.3 Acceptance of Transfers

8. Your Rights and Choices

8.1 Access and Portability Rights

Subject to applicable law and verification procedures, you may request:

• Access to personal information we hold about you
• Copies of your data in a structured, machine-readable format
• Information about how your data is processed and shared

8.2 Correction and Deletion Rights

You may request that we:

• Correct inaccurate or incomplete personal information
• Delete personal information in certain circumstances
• Restrict processing of your information under specific conditions

8.3 Limitations on Rights

8.4 Communication Preferences

• You may opt-out of marketing communications through provided unsubscribe mechanisms
• Service-related communications are mandatory and cannot be opted out of
• Communication preferences may be managed through your account settings

8.5 Request Process

• Rights requests must be submitted in writing with proper identity verification
• We will respond within timeframes required by applicable law (typically 30-45 days)
• We reserve the right to charge reasonable fees for excessive or repetitive requests
• Requests may be denied if they compromise security, legal obligations, or business operations

9. Cookies and Tracking Technologies

9.1 Types of Cookies and Tracking

We use various technologies including:

• Essential Cookies: Required for service functionality and security
• Performance Cookies: Monitor service usage and performance
• Functional Cookies: Remember preferences and personalize experience
• Analytics Cookies: Collect usage statistics and user behavior data
• Marketing Cookies: Support advertising and promotional activities

9.2 Third-Party Tracking

Our Service may include third-party tracking technologies from:

• Analytics providers (Google Analytics, Adobe Analytics)
• Customer support platforms
• Marketing and advertising networks
• Social media integration platforms

9.3 Cookie Management

• Most browsers allow cookie management through settings
• Disabling cookies may impair service functionality
• Some tracking technologies cannot be disabled through browser settings
• Continued use of our Service constitutes consent to our cookie practices

10. Children's Privacy

10.1 Age Restrictions

Our Service is not intended for use by individuals under 18 years of age. We do not knowingly collect personal information from minors without proper parental consent.

10.2 Parental Rights

If you believe we have collected information from a minor, please contact us immediately. Parents may request access to, correction of, or deletion of their child's information subject to verification procedures.

11. California Privacy Rights (CCPA)

11.1 California Consumer Rights

California residents may have additional rights including:

• Right to know what personal information is collected, used, and shared
• Right to delete personal information subject to exceptions
• Right to opt-out of the sale of personal information
• Right to non-discrimination for exercising privacy rights

11.2 Information Sales and Sharing

11.3 Exercising California Rights

California residents may exercise rights by contacting us using the information provided below. We will verify identity and respond according to CCPA requirements.

12. European Privacy Rights (GDPR)

12.1 EU/UK Resident Rights

If you are located in the European Union or United Kingdom, you may have additional rights under GDPR including:

• Right of access, rectification, and erasure
• Right to restrict or object to processing
• Right to data portability
• Right to withdraw consent
• Right to lodge complaints with supervisory authorities

12.2 Data Protection Officer

For GDPR-related inquiries, you may contact our Data Protection Officer at: dpo@aicc360.com

13. Security Measures and Limitations

13.1 Security Implementation

We implement reasonable security measures including:

• Encryption of data in transit and at rest
• Access controls and authentication systems
• Regular security assessments and monitoring
• Employee training and confidentiality agreements
• Incident response and breach notification procedures

13.2 Security Limitations and Disclaimers

13.3 Your Security Responsibilities

You are responsible for:

• Maintaining the confidentiality of your account credentials
• Using secure networks and devices to access our Service
• Promptly reporting suspected security incidents
• Implementing appropriate security measures for your own systems and data

13.4 Breach Notification

In the event of a data breach, we will:

• Investigate and contain the incident promptly
• Notify affected users and regulatory authorities as required by applicable law
• Provide notifications within timeframes required by law, not necessarily immediately
• Take reasonable steps to mitigate potential harm

14. Updates to This Privacy Policy

14.1 Policy Changes

We reserve the right to update this Privacy Policy at any time for any reason, including:

• Changes in applicable laws or regulations
• Updates to our business practices or service offerings
• Enhancement of privacy protections or user rights
• Clarification of existing practices

14.2 Notification of Changes

• Material changes will be posted on our website with an updated "Last Updated" date
• Continued use of our Service after changes constitutes acceptance of the updated Policy
• For significant changes, we may provide additional notice via email or platform notifications
• We are not required to obtain separate consent for policy updates

14.3 Review Responsibility

15. Geographic and Jurisdictional Limitations

15.1 Applicable Law

This Privacy Policy and our privacy practices are governed by the laws of the State of Texas and applicable federal laws of the United States, without regard to conflict of law principles.

15.2 Service Limitations

Our Service may not be available or appropriate for use in all jurisdictions. You are responsible for ensuring compliance with local laws and regulations in your jurisdiction.

15.3 Regulatory Conflicts

In the event of conflicts between this Policy and applicable local privacy laws:

• We will comply with applicable law to the extent required
• This Policy governs to the maximum extent permitted by law
• We may restrict or terminate service in jurisdictions where compliance is not feasible

16. Limitation of Liability for Privacy Matters

16.1 Privacy-Related Liability Limitations

16.2 Indemnification for Privacy Claims

You agree to indemnify us for any privacy-related claims arising from:

• Your violation of applicable privacy laws or regulations
• Your misuse of personal information obtained through our Service
• Your failure to obtain required consents from your customers or users
• Your breach of confidentiality or data protection obligations

17. Contact Information and Data Protection Officer

For privacy-related questions, concerns, or requests, please contact us:

Response Times

• General privacy inquiries: 5-10 business days
• Rights requests: 30-45 days as required by applicable law
• Urgent security matters: 24-48 hours