Privacy Policy

Last updated: January 1, 2025

Information We Collect

Account Information

• Your name, email address, and phone number
• Company name and contact information
• Billing information (processed securely by Stripe)

Emergency Call Data

• Phone numbers of callers and your team members
• Call recordings and transcriptions (for emergency routing only)
• Response times and acknowledgment status
• Call logs and escalation history

Technical Information

• IP addresses and browser information (for security)
• Usage patterns to improve our service
• System performance and error logs

How We Use Your Information

Emergency Call Routing

We use your contact information and team data solely to route emergency calls according to your escalation preferences.

Service Communication

We'll email you about:

• Account setup and billing
• System updates or maintenance
• Emergency call summaries (if requested)

Service Improvement

We analyze call patterns and response times to improve our routing algorithms and system reliability.

Information We DO NOT Collect

• Personal conversations or non-emergency calls
• Location data beyond what's needed for emergency routing
• Social media information or browsing history
• Financial information (handled by our payment processor)

Data Security

Encryption

All data is encrypted in transit (TLS 1.3) and at rest (AES-256). Call recordings are encrypted with additional layers of security.

Access Controls

Only authorized CouchAlert personnel can access customer data, and only when necessary for service delivery or troubleshooting.

Infrastructure

We use SOC 2 compliant data centers with redundant security measures, 24/7 monitoring, and regular security audits.

Data Sharing

We Never Sell Your Data

Period. We don't sell, rent, or trade customer information to third parties for marketing purposes.

Service Providers

We may share limited data with trusted service providers who help us deliver CouchAlert:

• Stripe: Payment processing (they never see your call data)
• Twilio: Voice and SMS services (industry-standard for business communications)
• AWS: Cloud infrastructure (SOC 2 compliant)

Legal Requirements

We may disclose information only when required by law or to protect the safety of our users or the public.

Data Retention

• Call logs: Kept for 1 year for service quality and billing purposes
• Call recordings: Automatically deleted after 90 days
• Account information: Kept while your account is active, deleted 30 days after cancellation
• Billing records: Kept for 7 years as required by law

Your Rights

Access Your Data

You can view and download your call logs and account information anytime from your dashboard.

Correct Your Data

Update your account information, team members, or escalation preferences anytime through your dashboard.

Delete Your Data

Cancel your account anytime and we'll delete your information within 30 days (except what we're legally required to keep).

Data Portability

Export your call logs and account data in standard formats anytime.

Cookies and Tracking

Essential Cookies

We use cookies only for essential functions like keeping you logged in and remembering your preferences.

Analytics

We use privacy-focused analytics to understand how our service is used, but we don't track individual users across the web.

No Advertising

We don't use advertising cookies or share data with advertising networks.

Children's Privacy

CouchAlert is designed for business use. We don't knowingly collect information from children under 13.

International Users

CouchAlert is currently available only in the United States. All data is stored in US-based, SOC 2 compliant data centers.

Changes to This Policy

We'll notify you by email at least 30 days before making any significant changes to this privacy policy.

Contact Us

Questions about privacy? We're here to help:

• Email: privacy@couchalert.com
• Phone: (555) COUCH-1
• Mail: CouchAlert Privacy Team, [Your Address]