This Privacy Policy describes how CallTrax LLC ("CallTrax," "we," "us," or "our") collects, uses, stores, and discloses information when you or your business uses the CallTrax software-as-a-service platform available at https://www.calltrax.ai (the "Service"). By using the Service, you agree to the practices described in this Privacy Policy.

1. Information We Collect

1.1 Account and Business Information

When a business registers for CallTrax, we collect:

• Business name, address, and contact information
• Names and email addresses of Administrative Users and other account users
• Billing information (processed by our payment processor)
• Phone system configuration details (locations, extensions)

1.2 Call Data

Through the CallTrax integration with your phone system, we collect and store:

• Phone call recordings imported from your phone system
• Call metadata (e.g., date, time, duration, caller/recipient information, extension, location)
• AI-generated analysis, transcriptions, and insights derived from call recordings

1.3 User Information

For users added to the Service by an Administrative User, we collect:

• Name and email address (used for the welcome email and account access)
• Username and password credentials
• Access permissions and location assignments configured by the Administrator
• Mobile phone number (if voluntarily provided for SMS alerts)
• SMS opt-in/opt-out status and consent records

1.4 Usage and Technical Information

We may collect technical information about your use of the Service, including:

• Login activity and session data
• IP addresses and device information
• Browser type and operating system
• Feature usage and interaction logs

2. How We Use Your Information

We use the information we collect to:

• Provide, operate, and maintain the Service
• Import, store, and analyze call recordings on your behalf
• Deliver AI-generated insights and alerts to authorized users within your organization
• Send automated notifications via email, SMS, or phone when configured alert rules are triggered
• Manage user accounts and access permissions
• Send welcome emails to new users and notify Administrative Users of account activity
• Process monthly subscription payments
• Respond to support requests and customer inquiries
• Improve the functionality, performance, and security of the Service
• Comply with applicable legal and regulatory obligations

3. Mobile Messaging and SMS Communications

3.1 Collection of Mobile Numbers

CallTrax may collect mobile phone numbers from users who voluntarily provide them in the "My Profile" section of the Service. Mobile numbers are used solely for the purpose of delivering service-related text message alerts as configured by the account's Administrative User.

3.2 Consent and Opt-In

By providing your mobile phone number and checking the SMS opt-in checkbox in your profile, you expressly consent to receive recurring text messages from CallTrax regarding call analysis alerts, account notifications, service updates, and other business-related communications.

• Message frequency may vary based on call volume and alert rule configuration.
• Message and data rates may apply.
• Consent to receive text messages is not a condition of using the Service.

3.3 Opt-Out Instructions

You may opt out of receiving text messages at any time by replying STOP to any message you receive from CallTrax. After opting out, you will receive a final confirmation and will no longer receive messages unless you provide new consent through the My Profile section.

3.4 Help and Support

For assistance with our SMS program, reply HELP to any text message, or contact us:

• Phone: 866-617-4220
• Email: info@calltrax.ai

3.5 Re-Enrollment

Users who have opted out must provide new express consent by re-enabling the SMS opt-in in their profile before receiving additional text messages.

3.6 Privacy of Mobile Numbers

We do not sell, rent, share, lease, or otherwise disclose mobile phone numbers or SMS consent data to third parties for their marketing or promotional purposes. Mobile phone numbers and messaging data are used solely for internal business purposes and service delivery. SMS opt-in and consent data specifically will not be shared with any third party for marketing, promotional, or any other purpose beyond what is necessary to deliver the SMS messages you have opted in to receive.

3.7 SMS Consent Records

CallTrax maintains internal records of SMS consent, including:

• Mobile phone number
• Opt-in method and date/time
• Consent language presented at opt-in
• Opt-out date and method (if applicable)

These records are retained in accordance with applicable carrier, regulatory, and legal requirements.

3.8 Carrier Disclaimer

Mobile carriers are not liable for delayed, undelivered, misdirected, or failed messages. Delivery is subject to carrier network availability and technical limitations.

3.9 SMS Program Disclosure

CallTrax sends text messages including call analysis alerts, account notifications, service updates, and other business-related communications. Message frequency may vary. Message and data rates may apply. Reply STOP to opt out at any time. Reply HELP for assistance or contact us at 866-617-4220 or info@calltrax.ai. Privacy Policy | Terms of Service.

4. Data Retention

CallTrax retains call recordings and associated call data for as long as your account remains active. Upon termination of your account:

• Call recordings and call data will be retained for ninety (90) days following termination.
• After the 90-day period, call recordings and associated data will be permanently deleted.
• We may retain certain account information (e.g., billing records, consent logs) for longer periods as required by law.

5. Disclosure of Information

We do not sell your data. We may share information only in the following circumstances:

5.1 Service Providers

We may share information with trusted third-party service providers who assist in operating the Service, including cloud hosting providers, AI analysis technology providers, payment processors, SMS and telecommunications carriers, and email delivery services. These providers are contractually prohibited from using your data for their own marketing or promotional purposes.

5.2 Within Your Organization

Call recordings, analysis data, and alerts are shared with users within your organization as configured by your Administrative User based on location and permission settings.

5.3 Legal Requirements

We may disclose information if required by law, court order, or governmental authority, or when we believe in good faith that disclosure is necessary to protect our rights, your safety, or the safety of others.

5.4 Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred as part of that transaction. We will provide notice of any such change and any material changes to privacy practices.

6. Data Security

CallTrax implements commercially reasonable administrative, technical, and physical security measures to protect your information from unauthorized access, loss, misuse, or alteration. However, no method of electronic transmission or storage is 100% secure. We cannot guarantee the absolute security of your data, and we encourage you to maintain the security of your account credentials.

7. User Access and Controls

Administrative Users can manage user access to data within the Service at any time, including adding or removing users and modifying location-based access permissions. Individual users may update their profile information, including opting in or out of SMS notifications, through the My Profile section of the Service. SMS opt-in consent can only be provided directly by the individual user through their own affirmative action. Administrative Users cannot enable, configure, or provide SMS consent on behalf of another user.

8. Children's Privacy

The Service is intended for business use only and is not directed to individuals under the age of 18. We do not knowingly collect personal information from minors. If you believe a minor has provided us with personal information, please contact us immediately.

9. Changes to This Privacy Policy

We reserve the right to update this Privacy Policy at any time. We will notify account administrators of material changes by email or by posting a notice in the Service. The effective date at the top of this page reflects the date of the most recent update. Your continued use of the Service after the effective date constitutes acceptance of the updated policy.

10. Contact Us

For questions, concerns, or requests related to this Privacy Policy or your data, please contact us: