Privacy Policy

1. Who we are and what this policy covers

Servorio is field service software for trades businesses, operated by [LEGAL BUSINESS NAME] ("Servorio", "we", "us") from Ontario, Canada. This policy covers personal information we handle through servorio.com, the Servorio app at app.servorio.com, demo workspaces, our phone, messaging and AI features, and our sales and support conversations.

2. Our two roles

• When we decide how information is used, we are responsible for it. This covers website visitors, people who request a demo, our customers' account owners and Users, and anyone who contacts us. This policy explains how we handle that information.
• When we process information for a business that uses Servorio, that business is responsible for it and we act as its service provider (or "processor"). This covers the information a business keeps about its own clients, such as names, addresses, phone numbers, job details, photos, invoices, messages and call transcripts. We handle it only on the business's instructions, as described in our Terms of Service. If you are a client of a business that uses Servorio, please contact that business about your information. If you contact us, we will forward your request to them.

3. Information we collect

Information you give us

• Account and business details: business name, owner and User names, work email, phone number, business address, country, time zone, language, currency and password or sign-in links.
• Billing details: billing contact and address, plan, invoices and tax information. Card details are collected and stored by our payment processor, Stripe. We see only the card type, last four digits and expiry date.
• Demo requests: your email address and the choices you make in the demo.
• Support and communications: messages, emails, call notes, screenshots and files you send us, and your feedback.
• Team information: details about your Users that you enter, such as roles, branches, pay or commission settings, and vehicle assignments.

Information collected automatically

• Usage and device information: IP address, browser and device type, operating system, pages and screens used, actions taken, dates and times, and error reports.
• Security logs: sign-in attempts, permission changes and other events that help us protect accounts.
• Cookies and similar technologies: explained in our Cookie Policy. We do not use advertising cookies.
• We do not track location. Servorio does not collect the live GPS location of Users or vehicles. Addresses are stored only because you enter them for jobs, customers and locations.

Information from others

• From Stripe, about payment status and fraud checks.
• From telecommunication partners, about calls and messages sent through Servorio numbers, such as delivery status.
• From the business that invited you, if you are a User they added.

4. How we use information

We use personal information to:

• create and run accounts, and provide the features you use;
• process subscriptions, payments, taxes and refunds;
• provide support, training missions and tips, and send service messages such as sign-in links, receipts, security alerts and important notices;
• keep Servorio secure, prevent fraud and abuse, and fix problems;
• understand how features are used, in aggregated form, so we can improve them;
• send marketing messages, only where you have agreed or the law allows (see section 14);
• comply with the law, enforce our terms and protect rights and safety.

We collect and use personal information with your consent, which may be express or implied depending on the sensitivity of the information and your reasonable expectations, or as otherwise permitted by law. You may withdraw consent at any time, subject to legal or contractual limits. If you do, some features may no longer be available.

5. AI features and L.I.S.A

• How it works. When you use an AI feature, such as Paste to Book, Voice to Invoice, Receive by Photo, the Part Finder or Ask Your Business, the content needed for that task is sent securely to our AI provider, which returns a result to your screen.
• No training. We do not use your information to train AI models. Our AI provider processes it under a business agreement, does not use it to train its models, and may keep it for up to 30 days to detect abuse, unless the law requires longer.
• People decide. Servorio's AI suggests and fills in. A person approves bookings, invoices, messages and stock changes. We do not make decisions about individuals based only on automated processing.
• L.I.S.A. When a dispatcher turns L.I.S.A on during a call, the call audio is processed in real time to create a transcript and a booking suggestion. L.I.S.A never speaks to the caller. Transcripts and bookings saved to an account are that business's Customer Data. We do not use call content for our own purposes. Businesses using L.I.S.A are responsible for telling callers and getting any consent required where they operate.

6. When we share information

We do not sell personal information, and we do not share it for cross-context behavioural or targeted advertising. We share it only:

• with service providers that help us run Servorio (section 7), under contracts that limit their use of it;
• within your account, with the Users you authorize, according to their roles and permissions;
• with third parties you choose to connect or send information to, such as your clients, payment processor or integrations;
• when required by law, court order or a valid request from authorities, and to protect the rights, property or safety of Servorio, our customers or others;
• as part of a merger, financing, acquisition or sale of all or part of our business, under confidentiality obligations, with notice to you as required by law.

7. Our service providers

These companies process personal information for us, only to provide their service to Servorio:

We will update this list at least 30 days before adding a new provider that processes our customers' Customer Data.

8. Where information is stored

We store and process personal information in Canada and the United States. When information is stored or processed outside your province, state or country, it is protected by our contracts and safeguards, but it may be accessible to courts, law enforcement and national security authorities there under local law. Before transferring personal information about people in Quebec outside Quebec, we assess the privacy risks as Quebec law requires.

9. How long we keep information

When we no longer need personal information, we delete it or make it anonymous. We may keep information longer when the law requires it, or to resolve disputes or enforce our agreements.

10. How we protect information

We use safeguards that match the sensitivity of the information, including encrypted connections (HTTPS/TLS), separation between customer accounts, role-based permissions, limited staff access on a need-to-know basis, logging and monitoring, and backups. Our service providers must protect information to a comparable standard.

If a security incident involving personal information creates a real risk of significant harm (or, in Quebec, a risk of serious injury), we will notify the affected people and the Office of the Privacy Commissioner of Canada and, where applicable, the Commission d'accès à l'information du Québec, as the law requires. We keep a record of all such incidents. When an incident affects a business's Customer Data, we notify that business so it can meet its own obligations.

11. Your rights and choices

Depending on where you live, you may have the right to:

• know what personal information we hold about you and how we use and share it;
• get a copy of it, including in a structured, commonly used format;
• correct information that is wrong or incomplete;
• delete your information, subject to legal exceptions;
• withdraw consent, and opt out of marketing messages;
• file a complaint with a privacy regulator.

To make a request, write to privacy@servorio.com. We will confirm your identity before acting, usually by email. You may use an authorized agent where the law allows; we may ask for proof that the agent has your permission. We respond within 30 days in Canada and within 45 days in the United States, and we will tell you if we need more time, as the law allows. We do not charge for reasonable requests and will never treat you differently for using your rights.

If you are a client of a business that uses Servorio, please send your request to that business. We will help it respond.

12. Residents of Canada and Quebec

We follow the Personal Information Protection and Electronic Documents Act (PIPEDA), provincial private-sector privacy laws, and Quebec's Act respecting the protection of personal information in the private sector, as amended by Law 25.

• Our Privacy Officer is responsible for our compliance (section 17).
• You may complain to the Office of the Privacy Commissioner of Canada, or, in Quebec, to the Commission d'accès à l'information. Please contact us first so we can try to help.
• Quebec residents may also ask how and why their information was collected, which categories of people within Servorio can access it, how long it is kept, and to have information they provided sent to them or another organization in a structured, commonly used technological format. Technologies on our website that could identify, locate or profile you are turned off by default.

13. Residents of the United States

Residents of California and other states with consumer privacy laws, including Colorado, Connecticut, Delaware, Indiana, Iowa, Kentucky, Maryland, Minnesota, Montana, Nebraska, New Hampshire, New Jersey, Oregon, Rhode Island, Tennessee, Texas, Utah and Virginia, may have the rights listed in section 11. Depending on the state, these include the rights to know, access, correct, delete and obtain a portable copy, and to opt out of the sale of personal information, targeted advertising and certain profiling.

• We do not sell or share personal information and do not use it for targeted advertising or for profiling that produces legal or similarly significant effects. We honour Global Privacy Control (GPC) signals as an opt-out request for your browser.
• Sensitive information. We do not intentionally collect sensitive personal information except account sign-in credentials, which we use only to secure your account.
• Appeals. If we decline your request, you may appeal by writing to privacy@servorio.com with the subject "Privacy request appeal". We will respond within the time your state's law requires. If you are not satisfied, you may contact your state attorney general.

Notice at collection for California residents. In the past 12 months we collected these categories of personal information: identifiers (such as name, email, phone and IP address); commercial information (such as plans purchased and billing history); internet or other electronic network activity (such as usage and log data); professional or employment-related information (such as job title and role in a business account); audio information (call audio processed by L.I.S.A for businesses that use it, as their service provider); and inferences about feature preferences used to improve the product. We collect them from the sources and for the purposes described in sections 3 and 4, share them only with the recipients described in sections 6 and 7, and keep them for the periods described in section 9. We have not sold or shared personal information as those terms are defined by California law.

14. Marketing messages

Signing up for a demo or an account does not subscribe you to marketing. We send marketing emails only if you opt in, or where Canada's Anti-Spam Legislation and the US CAN-SPAM Act otherwise allow. Every marketing message identifies Servorio, includes our contact details, and has an unsubscribe link. We process unsubscribe requests within 10 business days. We will still send service messages, such as sign-in links, receipts and security notices, while you have an account. Signing up never triggers an unsolicited sales call.

15. Children

Servorio is a business tool for adults. It is not directed to children, and we do not knowingly collect personal information from anyone under 16. If you believe a child has given us personal information, contact us and we will delete it.

16. Changes to this policy

We may update this policy as Servorio and the law change. We will post the new version here with a new "last updated" date. If a change is material, we will notify account owners by email or in the app before it takes effect.

17. Contact our Privacy Officer

Our Privacy Officer is the person in charge of the protection of personal information at Servorio.

Privacy Officer, Servorio
[LEGAL BUSINESS NAME]
[STREET ADDRESS], [CITY], Ontario, [POSTAL CODE], Canada
Email: privacy@servorio.com

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