Privacy Policy for PrimeSync Services

Last updated: March 26, 2024

At PrimeSync, we are committed to protecting your privacy and ensuring the security of your data. This Privacy Policy outlines how we collect, use, and safeguard your personal information.

1. Information We Collect

We collect the following types of personal data when providing our services:

  • Personal Identification Information: Includes your name, phone number, and other personal details shared during interactions.
  • Non-Personal Information: We may also collect non-personal information, such as your IP address, browser type, and other anonymous usage data, to enhance website functionality and improve the user experience. We do not track, plant cookies, or use advertising when a Do Not Track (DNT) browser mechanism is in place.
  • Call Data: Call logs, transcriptions, and recordings of conversations.
  • Communication Data: Information submitted through forms or inquiries.

2. How We Use Your Data

 We use your data for the following purposes:

  • Customer Support: To process and respond to inquiries and requests.
  • Service Improvement: To enhance the quality and performance of our services.
  • Analytics: To generate reports and analyze service trends.
  • Compliance: To ensure we meet regulatory requirements.
  • Communication: To send occasional emails with company news, updates, or information about related products and services.

3. Data Security & Compliance

PrimeSync is committed to maintaining the highest levels of security and compliance:

  • We adhere to HIPAA (Health Insurance Portability and Accountability Act) for the protection of health-related data.
  • We are certified under ISO 27001 for information security management systems.
  • We comply with SOC 2 Type II standards, ensuring that our services meet the highest standards for security, availability, and confidentiality.

4. Data Storage & Retention

  • Call data, including recordings and transcriptions, is securely stored on our servers.
  • Data Retention Period: We retain data for up to 24 months unless the client requests otherwise or legal and regulatory requirements apply (e.g., HIPAA compliance may require data storage for up to six years in certain scenarios). After the retention period, all data is securely deleted.
  • Clients have the ability to opt out of the retention of call recordings and transcriptions, with the understanding that they will not have access to this information either.

5. Sharing Your Data

  • We do not sell or share your personal data. We respect your privacy and are committed to protecting your personal information. We do not share your information with third parties unless you have provided explicit consent to do so.If you do not provide consent, your information will remain confidential and will not be shared with any third parties.
  • Additionally, any phone numbers or information provided for SMS opt-in purposes will not be shared with any third party. We use this information solely for the purpose of sending you SMS communications as per your request.
  • We may disclose data when required by law or to protect our legal rights.

6. Third-Party AI, Voice Synthesis, and Automation Providers

PrimeSync leverages various reputable third-party providers to deliver advanced AI-driven voice agent and automation services. These providers include, but are not limited to:

  • AI Language Model (LLM) Providers: To enable conversational interactions, provide analytical insights, generate summaries, and support content generation during customer interactions.
  • Voice Synthesis Providers: To create realistic, AI-generated voices and personalized audio interactions.
  • Voice Processing and Analytics Platforms: To facilitate the processing, transcription, and real-time analysis of call interactions.
  • Automation and Integration Platforms: To manage automated workflows, integrate data across various systems, and streamline communication processes.

These third-party services temporarily process your data, including audio recordings, call transcriptions, and relevant personal information, strictly for the purpose of fulfilling their role within our service offerings. Data processed by these third-party providers remains on their platforms only for the duration necessary to complete the specific interaction or transaction. Data is not permanently stored or retained by these providers once the immediate processing requirements have been fulfilled.

All third-party providers utilized by PrimeSync are carefully vetted, adhere to stringent confidentiality and security agreements, and are only permitted to process data in accordance with PrimeSync’s instructions and applicable data protection regulations.

7. Your Rights

Depending on your jurisdiction, you may have the following rights:

  • Access: Request access to the data we hold about you.
  • Correction: Request updates or corrections to inaccurate or incomplete information.
  • Deletion: Request the deletion of your data, in accordance with retention policies.
  • Opt-out: Opt-out of non-essential data processing, where applicable.

If you have any questions or requests regarding your data, please contact us at privacy@primesync.co.

8. Consent

By using our services, you consent to the collection, use, and processing of your data as described in this Privacy Policy.

9. Changes to This Policy

We may update this Privacy Policy periodically to reflect changes in our practices or due to legal or operational reasons. Any changes will be posted here.

10. Contact Us

If you have any questions or concerns about this Privacy Policy or how your data is handled, please contact us at 

PrimeSync
470 W Broad St, Suite 1133, Columbus, OH 43215
Email: privacy@primesync.co
Phone: (888) 778-0641

Thank you for trusting PrimeSync with your information.