Privacy Policy
This Privacy Policy describes how Ezyscale LLC ("Ezyscale," "we," "us") collects, uses, and shares information when you interact with our services, including our website, voice and SMS communications, and any related product surfaces (the "Service").
1. Who we are
Ezyscale operates AI-driven phone-intake and workflow-automation products on behalf of our business clients. When you call a phone number published by one of our clients, you are interacting with technology operated by Ezyscale.
2. Information we collect
We collect the following categories of information:
- Phone number and caller ID when you call a line operated by Ezyscale.
- Call audio, transcripts, and conversation metadata created during your call.
- Information you provide during the call, including ticket details and any identifiers you choose to share (for example, an employee or customer number).
- SMS opt-in consent records, including timestamp, phone number, and the consent prompt you responded to.
- Website analytics: standard server logs (IP address, user agent, requested URL, timestamp) when you visit ezyscale.com.
3. SMS and text messaging
We do not share or sell your mobile number or SMS opt-in data with any third parties or affiliates for marketing or promotional purposes. Mobile information collected for SMS purposes is used only to deliver the transactional messages you have consented to receive.
If you opt in to SMS updates during a phone call, you will receive transactional messages about the support ticket you initiated, including ticket creation, status changes, comments, and resolution. You can opt out at any time by replying STOP to any message. Reply HELP for help.
Standard message and data rates may apply. Message frequency varies based on activity on your ticket. Carriers are not liable for delayed or undelivered messages.
4. How we use information
- To deliver the Service you requested, including creating support tickets and sending you status updates.
- To improve the reliability, safety, and accuracy of our AI systems. Inputs to our AI models are processed within our own cloud environment and are not used to train third-party models.
- To meet legal, regulatory, and audit requirements.
- To investigate and prevent fraud, abuse, or violations of our Terms of Service.
5. How we share information
We share information only in these limited circumstances:
- With our business client on whose behalf the support line you called is operated. They receive the ticket and any details necessary to resolve it.
- With service providers we use to operate the Service (for example, cloud hosting and telephony providers). These providers are contractually limited to processing data only on our instructions.
- To comply with law when we receive a valid legal request, subpoena, or court order.
- In a business transfer if Ezyscale is involved in a merger, acquisition, or asset sale, subject to standard confidentiality protections.
We do not sell personal information, and we do not share SMS opt-in data with third parties for their own marketing purposes.
6. Cookies and tracking
Our website uses minimal first-party cookies for session functionality. We do not use cross-site tracking or sell behavioral data.
7. Data retention
We retain call recordings and transcripts for up to 90 days unless a longer period is required for an open support matter or by law. Ticket records, including the associated phone number, are retained for the duration of our agreement with the relevant business client and for a reasonable period thereafter for audit and legal purposes. SMS opt-in records are retained for the duration of your consent and for at least 12 months after opt-out for compliance audit purposes.
8. Your rights and choices
You can:
- Opt out of SMS at any time by replying STOP.
- Request a copy of the personal information we hold about you.
- Request correction or deletion of your personal information, subject to legal retention requirements.
- Object to certain uses of your information.
To exercise any of these rights, email privacy@ezyscale.com. Residents of California, Virginia, Colorado, Connecticut, and Utah have additional rights under state law and may make a verifiable consumer request through the same email address. Residents of Canada have rights under PIPEDA, including the right to access and correct personal information held by us.
9. Children's privacy
The Service is not directed to individuals under 16. We do not knowingly collect personal information from children under 16. If you believe a child has provided us with personal information, contact us and we will delete it.
10. Security
We use industry-standard administrative, technical, and physical safeguards to protect your information, including encryption in transit and at rest, role-based access controls, and audit logging. No system is perfectly secure, but we take this responsibility seriously.
11. International users
Our infrastructure is located in the United States. If you contact us from outside the United States, your information will be transferred to and processed in the United States. We comply with applicable cross-border transfer requirements, including PIPEDA for Canadian residents.
12. Changes to this policy
We may update this Privacy Policy from time to time. We will post the updated version at this URL and update the "Effective date" above. Material changes will be communicated through the Service or by other reasonable means.
13. Contact us
Questions or requests about this Privacy Policy:
Ezyscale LLC
privacy@ezyscale.com
Mailing address: available on request to verified parties