Privacy Policy

Section 01

Introduction

ServiceIQ ("we," "us," "our," or "Company") is a service application based in the United States. This Privacy Policy explains how we collect, use, store, share, and protect personal information across our website, application, platform integrations (including HubSpot), and AI-powered features—including any AI-powered components integrated into the ServiceIQ platform.

This policy applies to:

• Visitors to the ServiceIQ website and platform
• Users of the ServiceIQ application and connected integrations
• Customers and organisations that engage ServiceIQ
• Prospects who contact us for information or demonstrations
• Anyone who provides information through forms, the app, APIs, or communications

This Privacy Policy provides app-specific context for ServiceIQ and supplements any applicable ServiceIQ Data Processing Addendum (DPA). In the event of conflict, the ServiceIQ DPA and applicable customer agreements take precedence.

Section 02

Data Categories Collected

2.1 Information You Provide Directly

Contact Forms & Inquiries

• Name, email address, phone number
• Business name and industry
• Message content or inquiry description
• Any other information you choose to provide

Account & User Identification

• Username and password (hashed)
• Profile information and preferences
• Role-based access information

Service Engagement Data

• Company information and structure
• Business goals, workflows, and objectives
• Integration configuration data (e.g., HubSpot field mappings)
• Performance metrics and historical data submitted to the platform

Communication & Correspondence

• Email messages and attachments
• Support requests and technical issue descriptions
• Chat messages and conversation history within the platform
• Meeting notes and feedback

AI / ChatGPT App Interactions

• Questions and prompts submitted to AI features
• Conversation history and AI-generated responses
• Feedback on response helpfulness
• Free-text messages and content submitted through AI workflows

2.2 Information Automatically Collected

Website & App Technical Data

• IP address and approximate geolocation
• Device type, operating system, browser version
• Pages visited, time spent, navigation patterns
• Referring source and exit pages
• Session information and cookies

Usage Analytics & Behavioural Data

• Feature usage and interaction patterns within ServiceIQ
• Search queries and keywords used within the platform
• API call logs and integration activity

Integration Data

• Data received from connected platforms (e.g., HubSpot contacts, deals, activities)
• Metadata from integration workflows and automation triggers
• Sync logs and error reports

Section 03

Conversational Content & AI/LLM Data

3.1 What We Collect in AI Interactions

When you interact with AI-powered features within ServiceIQ, we collect:

• The questions and prompts you submit
• The responses generated by the AI
• Your feedback on response helpfulness
• Conversation history and context used for the session
• Time and date of interactions

3.2 How Conversational Data Is Used

• Immediate Response: To answer your specific questions and provide guidance
• Service Improvement: To refine the platform's accuracy and relevance
• Analytics: To understand common questions and usage patterns (aggregated)
• Model Training: To improve underlying AI models (subject to your consent preferences — see Section 3.4)
• Personalisation: To tailor recommendations based on your business context

3.3 OpenAI Integration & Third-Party AI Processing

Conversation and interaction data is stored and processed using Supabase infrastructure and approved AI providers. ServiceIQ implements security measures to protect your information and uses it only for ServiceIQ platform purposes.

Data Retention for Conversational Content:

• General / non-customer users: 6 months
• Registered platform customers: 6 months (or per customer agreement)
• Deleted automatically after retention period or upon account deletion
• You may request earlier deletion at any time (see Section 7)

3.4 AI Model Training Opt-Out

By default, your conversation data may be used to improve AI models. You can opt out:

Section 04

Usage Purposes

4.1 Service Delivery

• Operate, maintain, and improve the ServiceIQ platform
• Process and respond to support requests
• Manage integrations and data synchronisation (e.g., HubSpot)
• Generate reports, insights, and workflow outputs

4.2 Business Operations

• Maintain accurate customer and prospect records
• Process payments and manage billing
• Manage contracts and service agreements
• Document communications and decisions

4.3 Marketing & Business Development

• Identify potential clients and follow up on inquiries
• Create targeted communications and campaigns
• Develop case studies (with explicit permission)
• Refine service offerings based on usage data

4.4 Analytics & Improvement

• Analyse platform usage and user behaviour
• Measure feature adoption and performance
• Identify technical issues or usability problems
• Generate aggregate market trend insights

4.5 Communication

• Send service updates and important notices
• Share platform release notes and documentation
• Follow up on support tickets and feature requests
• Send promotional materials (with consent)

4.6 Compliance & Legal

• Meet legal obligations under the Australian Privacy Act, GDPR, and CCPA
• Enforce terms of service and contracts
• Prevent fraud, abuse, or unauthorised access
• Maintain audit trails and compliance records

Section 05

Data Recipients & Third-Party Sharing

5.1 Data Processors & Service Providers

5.2 Data We Do NOT Share

5.3 Legal Disclosure

We may disclose information if required by law, court order, or government request, or if we reasonably believe disclosure is necessary to:

• Comply with legal obligations
• Enforce our terms of service
• Protect against fraud or security threats
• Protect the rights, safety, or property of ServiceIQ, our users, or the public

5.4 Data Roles

• Customers act as the data controller for customer data processed through ServiceIQ.
• ServiceIQ acts as a data processor for customer data, and as a data controller for its own operational and platform data.
• Supabase, Google Gemini, OpenAI, Stripe, HubSpot, Resend, Mapbox, and AWS act as service providers or sub-processors as applicable.

Section 06

Data Retention

6.1 Retention Periods by Data Category

6.2 Data Deletion

Upon request, we will delete your personal information within 30 days, except:

• Data required for legal compliance or tax obligations
• Data necessary to enforce contracts
• Anonymised or aggregated data
• Data already provided to third parties (where deletion requires their separate action)

To request deletion, contact: privacy@fieldserviceiq.ai

Section 07

Your Rights & Controls

7.1 Your Rights

Complex requests may take an additional 30 days, for a maximum of 60 days total.

7.2 How to Exercise Your Rights

Contact us via any of the following:

Please include:

• Your full name
• Email address or account ID
• The specific right you are exercising (access, correct, delete, etc.)
• A description of your request

7.3 Account Controls

If you have a ServiceIQ user account, you may:

• Access and view your stored information
• Update profile and contact information
• Adjust notification and communication preferences
• Request account deletion (see Section 6.2)

Section 08

Security & Data Protection

8.1 Security Measures

ServiceIQ implements industry-standard security practices, including:

• Technical: SSL/TLS encryption in transit, encrypted storage at rest, firewalls, intrusion detection, regular security audits, and secure API authentication
• Administrative: Role-based access controls, employee confidentiality agreements, data handling training, and audit logging
• Physical: Secure data centres with restricted access, backup systems, and disaster recovery protocols

8.2 Limitations

While we take security seriously, no system is 100% secure. We cannot guarantee absolute protection. Use ServiceIQ at your own risk.

8.3 Data Breach Notification

If we discover a breach affecting your personal information, we will:

• Notify affected individuals without undue delay (within 30 days of discovery)
• Provide details of the breach and affected data categories
• Suggest steps to protect yourself
• Notify relevant regulatory authorities where required by law (e.g., within 72 hours under GDPR)

Section 09

Children's Privacy

ServiceIQ is not intended for users under 18 years of age. We do not knowingly collect personal information from minors. If we become aware that a minor has submitted information, we will delete it immediately and, where required, request age verification. If you believe we have inadvertently collected information from a minor, please contact privacy@fieldserviceiq.ai immediately.

Section 10

International Data Transfers

ServiceIQ is based in the United States. Your information may be transferred to, stored in, and processed in the United States or countries where our service providers operate—including Google Gemini, OpenAI, Supabase, AWS, and other approved service providers.

For EU/EEA Users: When information is transferred outside the EU/EEA, we implement Standard Contractual Clauses (SCCs) or other legally recognised mechanisms to ensure adequate GDPR-level protection.

For Australian Users: We take reasonable steps to ensure overseas recipients handle your information consistently with the Australian Privacy Principles (APPs).

By using ServiceIQ, you consent to data transfers to countries that may not have the same data protection standards as your home country.

Section 11

Cookies & Tracking Technologies

11.1 Cookie Types

11.2 Cookie Management

You can control cookies through your browser settings. Disabling non-essential cookies may limit certain platform functionality.

11.3 Third-Party Tracking

Third parties (e.g., analytics providers, HubSpot) may set their own cookies and tracking pixels. Review their privacy policies for details.

11.4 Do Not Track

We honour "Do Not Track" browser signals where technically feasible, though not all tracking can be disabled.

Section 12

Legal Compliance

12.1 Australian Privacy Act

ServiceIQ complies with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), including obligations relating to lawful and fair collection, limited use and disclosure, data quality, security, user access and correction rights, and complaint handling.

12.2 GDPR (EU/EEA)

For users in the European Union and European Economic Area, we comply with the General Data Protection Regulation (GDPR), including:

• Maintaining lawful bases for processing (consent, contract performance, legitimate interests)
• Honouring all data subject rights (access, correction, deletion, portability, restriction, objection)
• Data protection by design and by default
• Data breach notification within 72 hours to relevant supervisory authorities
• Data Processing Agreements (DPAs) with all processors

12.3 CCPA / CPRA (California)

For California residents, we honour all rights under the California Consumer Privacy Act and California Privacy Rights Act:

• Right to know what personal information we collect and how it is used
• Right to delete personal information
• Right to correct inaccurate personal information
• Right to opt-out of the sale or sharing of personal information (we do not sell data)
• Right to limit use of sensitive personal information
• Right to non-discrimination for exercising your rights

Section 13

Third-Party Links & Services

The ServiceIQ platform and website may contain links to third-party websites and services (including integrated platforms such as HubSpot). We are not responsible for the privacy practices or content of third-party services. We encourage you to review the privacy policies of any third-party services you access through or alongside ServiceIQ.

Section 14

Updates to This Policy

We may update this Privacy Policy to reflect legal changes, new platform features, or changes in our business practices. When we do, we will:

• Post the updated policy here with a new "Last Updated" date
• Notify users of material changes via email or prominent in-app notice
• Request renewed consent where required by applicable law

Your continued use of ServiceIQ after any update constitutes your acceptance of the revised policy.

Section 15

Complaints & Dispute Resolution

15.1 Contact Us First

If you have privacy concerns, please contact us directly. We will investigate and respond within 30 days.

15.2 Regulatory Authorities

If you are unsatisfied with our response, you may escalate to the relevant authority:

Section 16

AI / LLM Specific Notices

16.1 AI Provider Integration

ServiceIQ uses third-party AI providers, including Google Gemini and OpenAI, to power AI features within the platform. By using these features:

• You consent to AI providers processing your conversational data for ServiceIQ feature delivery
• Applicable third-party AI provider privacy policies may apply in addition to ours
• Your data may be processed by AI providers to generate responses and support in-app AI features
• You may opt out of AI training data use (see Section 3.4)

Review OpenAI's Privacy Policy: openai.com/privacy

16.2 Supabase Data Processing

Application and interaction data may be processed using Supabase as part of our application platform and database infrastructure:

• Supabase supports managed Postgres, authentication, file storage, and edge functions
• Data is processed for ServiceIQ platform functionality and service delivery
• Supabase may use sub-processors under appropriate safeguards
• ServiceIQ remains responsible for your data

16.3 AI Model Training Opt-Out

16.4 Automated Decision-Making

Where ServiceIQ uses AI-generated outputs to support business decisions, we do not rely on fully automated decision-making that produces legal or similarly significant effects without human review. If you have concerns about an automated output, contact privacy@fieldserviceiq.ai.

Section 17

Limitations & Disclaimers

Informational Purposes Only. This policy is not a substitute for legal advice.

No Warranties. This policy is provided "as-is" without warranties. ServiceIQ is not liable for unauthorised access, data loss, or breaches beyond our reasonable control.

Consult an Attorney. For specific legal guidance on privacy obligations applicable to your business, consult a qualified privacy attorney.

Section 18

Contact Information

For all privacy-related inquiries regarding ServiceIQ:

Next Review Date: January 16, 2027