ServiceCall Privacy Statement

This Privacy Statement describes the personal data we collect and/or process (which may include collecting, organizing, structuring, storing, using, or disclosing) to provide products and services offered directly by MINDK LLC (“ServiceCall”), including ServiceCall’s websites. 

What Personal Data Do We Receive?

Personal data is any information from or about an identified or identifiable person, including information that ServiceCall can associate with an individual person. We may collect, or process on behalf of our customers, the following categories of personal data when you use or interact with ServiceCall products and services:

• Account Information: Information associated with an account that licenses ServiceCall products and services, which may include administrator name, contact information, account ID, billing and transaction information, and account plan information.
• Profile and Participant Information: Information associated with the ServiceCall profile of a user who uses ServiceCall products and services under a licensed account or that is provided by an unlicensed participant joining a meeting, which may include name, display name, picture, email address, phone number, job information, stated locale, user ID, or other information provided by the user and/or their account owner.
• Contact Information: Contact information added by accounts and/or their licensed end users to create contact lists on ServiceCall products and services, which may include contact information a user integrates from a third-party app, or provided by users to process referral invitations.
• Settings: Information associated with the preferences and settings on a ServiceCall account or user profile, which may include audio and video settings, recording file location, screen sharing settings, and other settings and configuration information.
• Registration Information: Information provided when registering for a ServiceCall meeting, webinar, ServiceCall Room, or recording, which may include name and contact information, responses to registration questions, and other registration information requested by the host.
• Device Information: Information about the computers, phones, and other devices used when interacting with ServiceCall products and services, which may include information about the speakers, microphone, camera, OS version, hard disk ID, PC name, MAC address, IP address (which may be used to infer general location at a city or country level), device attributes (like operating system version and battery level), WiFi information, and other device information (like Bluetooth signals).
• Content and Context from Meetings: Content generated in meetings, webinars, or messages that are hosted on ServiceCall products and services (“Customer Content”), which may include audio, video, in-meeting messages, in-meeting and out-of-meeting whiteboards, chat messaging content, transcriptions, transcript edits and recommendations, responses to account owner / host-sponsored post-meeting or webinar feedback requests, responses to polls and Q&A, and files, as well as related context, such as invitation details, meeting or chat name, or meeting agenda. Customer Content may contain your voice and image, depending on the account owner’s settings, what you choose to share, your settings, and what you do on ServiceCall products and services. As referenced below, ServiceCall employees do not access or use Customer Content without the authorization of the hosting account owner, or as required for legal, safety, or security reasons.
• Usage Information Regarding Meetings, Webinars, Messaging, Collaborative Features and the Website: Information about how people and their devices interact with ServiceCall products and services, such as: when participants join and leave a meeting; whether participants sent messages and who they message with; performance data; mouse movements, clicks, keystrokes or actions (such as mute/unmute or video on/off), edits to transcript text, where authorized by the account owner and other inputs that help ServiceCall to understand feature usage, improve product design, and suggest features; which third-party apps are added to a meeting or other product or service and what information and actions the app is authorized to access and perform; use of third-party apps and the ServiceCall App Marketplace; features used (such as screen sharing, emojis, or filters); and other usage information and metrics. This also includes information about when and how people visit and interact with ServiceCall’s websites, including what pages are accessed, interaction with website features including ServiceCall’s website’s virtual chat feature, and whether or not the person signed up for a ServiceCall product or service.

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How Do We Use Personal Data?

ServiceCall employees do not access or use Customer Content including meeting, webinar, messaging, or email content (specifically, audio, video, files, in-meeting whiteboards, messaging, or email contents), or any content generated or shared as part of other collaborative features (such as out-of-meeting whiteboards), unless authorized by the account owner hosting the ServiceCall product or service where the Customer Content was generated, or as required for legal, safety, or security reasons. ServiceCall does not use any of your audio, video, chat, screen sharing, attachments or other communications-like Customer Content to train ServiceCall’s or third-party artificial intelligence models.

As discussed below, and where technically feasible, ServiceCall uses personal data to conduct the following activities:

• Provide ServiceCall Products and Services: To provide products and services to account owners, their licensed end users, and those they invite to join meetings and webinars hosted on their accounts, including to customize ServiceCall products and services and recommendations for accounts of their users. ServiceCall also uses personal data to determine what products and services may be available in your location, and uses personal data, including contact information, to route invitations or messages to recipients when users send or receive invitations, messages, or ServiceCall Emails using ServiceCall products and services. This may also include using personal data for customer support, which may include accessing audio, video, files, messages, and other content or context at the direction of the account owner or their users. We also use personal data to manage our relationships and contracts with account owners and others, including billing, compliance with contractual obligations.

• Product Research and Development: If authorized by any applicable settings, to develop, test, and improve ServiceCall products and services, and to troubleshoot products and services. ServiceCall does not use any of your audio, video, screen sharing, attachments to train ServiceCall’s or its third-party artificial intelligence models.
• Marketing and Promotions: If authorized by any applicable settings, to permit ServiceCall and/or its third party marketing partners to market, advertise, and promote ServiceCall products and services, including based on your product usage, information we receive from third-party partners, information you provide to process referral invitations, or if you visit our websites, information about how and when you visit, and your interactions with them. We may also use this information to provide advertisements to you relating to ServiceCall products and services or to engage third party partners to analyze your interactions on our website or app or to deliver advertising to you. ServiceCall does not use Customer Content for any marketing or promotions.
• Authentication, Integrity, Security, and Safety: To authenticate accounts and activity, detect, investigate, and prevent malicious conduct, fraudulent activity or unsafe experiences, address security threats, protect public safety, and secure ServiceCall products and services. ServiceCall uses advanced tools to automatically scan certain types of content such as virtual backgrounds, profile images, incoming emails to ServiceCall’s native email service from someone who is not a ServiceCall Email user, and files uploaded or exchanged through chat, for the purpose detecting and preventing violations of our terms or policies and illegal or other harmful activity.
• Communicate with You: We use personal data (including contact information, and information you provide through ServiceCall’s website’s virtual chat feature, including the content of the messages) to communicate with you about ServiceCall products and services, including product updates, your account, and changes to our policies and terms. We also use your information to respond to you when you contact us.
• Legal Reasons: To comply with applicable law or respond to valid legal process, including from law enforcement or government agencies, to investigate or participate in civil discovery, litigation, or other adversarial legal proceedings, protect you, us, and others from fraudulent, malicious, deceptive, abusive, or unlawful activities, and to enforce or investigate potential violations of our Terms of Service or policies.

How Do We Share Personal Data?

ServiceCall provides personal data to third parties only with consent or in one of the following circumstances (subject to your prior consent where required under applicable law):

• Vendors: ServiceCall works with third-party service providers to provide, support, and improve ServiceCall products and services and technical infrastructure, and for business services such as payment processing. ServiceCall may also work with third-party service providers to provide advertisements and business analytics regarding ServiceCall products and services. These vendors can access personal data subject to contractual and technical requirements for protecting personal data and prohibiting them from using personal data for any purpose other than to provide services to ServiceCall or as required by law.
• For Legal Reasons: ServiceCall may share personal data as needed to: (1) comply with applicable law or respond to, investigate, or participate in valid legal process and proceedings, including from law enforcement or government agencies; (2) enforce or investigate potential violations of its Terms of Service or policies; (3) detect, prevent, or investigate potential fraud, abuse, or safety and security concerns, including threats to the public; (4) meet our corporate and social responsibility commitments; (5) protect our and our customers’ rights and property; and (6) resolve disputes and enforce agreements.
• Marketing, Advertising, and Analytics Partners: ServiceCall uses third-party marketing, advertising, and analytics providers: to provide statistics and analysis about how people are using ServiceCall products and services, including our website; and to provide advertising and marketing for ServiceCall products and services, including targeted advertising based on your use of our website. These third-party partners may receive information about your activities on ServiceCall’s website through third-party cookies placed on ServiceCall’s website.
• Change of Control: We may share personal data with actual or prospective acquirers, their representatives and other relevant participants in, or during negotiations of, any sale, merger, acquisition, restructuring, or change in control involving all or a portion of ServiceCall’s business or assets, including in connection with bankruptcy or similar proceedings.

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Who Can See, Share, and Process My Personal Data When I Join Meetings and Use Other ServiceCall Products and Services?

When you join meetings and webinars on ServiceCall, other people and organizations, including third parties outside the meeting, webinar, or message, may be able to see content and information that you share:

• Account Owner: An account owner is the organization or individual that signs up for a ServiceCall account. Typically, an account owner designates one or more people (called an “administrator”) to manage their account and can grant privileges to users on the account. Depending on their license with ServiceCall, the account owner can authorize additional users on their account, and the account owner can create and/or access the profile information for all users on their account. The account owner and their users can invite others (including guests not on their account and unlicensed participants) to meetings or webinars hosted on their account. ServiceCall gives account owners controls and features that they can use to determine whether certain types of content, such as recordings or ServiceCall Team Chat messages, can be created or sent for meetings hosted on their account. Depending on their settings, account owners and the users they designate can access personal data for participants who join meetings and webinars on their account or send messages to users on their account. Account owners may also be able to determine what information ServiceCall and others can access and use. Specifically, account owners may have access to:some text
  • Account Usage:some text
    • Product Usage: Information about how users and their devices interact with their account, and other information about who joined meetings or webinars on their account, whether their users viewed or downloaded a recording, how long participants participated in their meetings, the time a message was sent, information about ServiceCall Phone integrations, and other usage information and feedback metrics.
    • Participant List: Information about the participants in a ServiceCall meeting, webinar, or chat, which may include name, display name, email address, phone number, and participant or user ID.
  • Registration Information: Information provided during registration for a webinar, meeting, ServiceCall Room, or recording hosted by the account.
  • Recordings: Account owners can watch the content of recordings of meetings and webinars hosted on their account. They can also view, share, and enable advanced features for transcripts of meeting audio.

• Meeting Hosts, Participants, and Invitees: Meeting hosts, participants, and invitees may be able to see your email, display name, profile picture, and presence status, including in ServiceCall meetings and in ServiceCall’s native calendar service. Meeting hosts, participants, and invitees can also see and (depending on the account owner’s settings) record, save, and share meeting content, audio transcripts. 

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Privacy Rights and Choices

Marketing Communications

If you don’t want to learn about products and services we or our partners offer, you can opt-out of marketing communications in the communication sent to you (for example, via email or SMS), or by emailing customersupport@joinservicecall.com. Not all of our communications are for marketing, and you’ll continue to receive messages related to your products and services, such as bills, transactional notices, or customer service. ServiceCall will not share any mobile data originating from you through a text messaging campaign except with your consent or as necessary to provide you communications about our services or services that you requested.

Data Rights

If you are a resident of California or another U.S. state with an applicable privacy law, please refer to the respective dedicated sections below. Otherwise, at your request, and as required by applicable law, we will:

• Inform you of what personal data we have about you that is under our control;
• Amend or correct such personal data or any previous privacy preferences you selected, or direct you to
  applicable tools; and/or
• Delete such personal data or direct you to applicable tools.

In order to exercise any of your rights as to personal data controlled by ServiceCall, please email customersupport@joinservicecall.com. Where legally permitted, we may decline to process requests that are unreasonably repetitive or systematic, require disproportionate technical effort, or jeopardize the privacy of others. As an account owner or a user under a licensed account, you may also take steps to affect your personal data by visiting your account and modifying your personal data directly.

How to Contact Us

If you have any privacy-related questions or comments related to this Privacy Statement, please send an email to customersupport@joinservicecall.com

Retention

We retain personal data for as long as required to engage in the uses described in this Privacy Statement, unless a longer retention period is required by applicable law.

The criteria used to determine our retention periods include the following:

• The length of time we have an ongoing relationship with you and provide ServiceCall products and services to you (for example, for as long as you have an account with us or keep using our products);
• Whether account owners modify or their users delete information through their accounts;
• Whether we have a legal obligation to keep the data (for example, certain laws require us to keep records of your transactions for a certain period of time before we can delete them); or
• Whether retention is advisable in light of our legal position (such as in regard to the enforcement of our agreements, the resolution of disputes, and applicable statutes of limitations, litigation, or regulatory investigation).

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California & Other U.S. States Notice at Collection

Categories of Personal Information ServiceCall Receives: ServiceCall may collect, or process on behalf of our customers, the following categories of personal data, as described above, in the “What Personal Data Do We Receive?”; section: identifiers (such as in Account Information, Profile and Participant Information, Contact Information, and Registration Information), financial account information (such as in Account Information); commercial information (such as in Account Information); internet or other electronic network activity information (such as Device Information, Usage Information Regarding Meetings, and the Website; audio, electronic, and visual information (such as in Content and Context from Meetings); inferences we derive from the preceding or other information we collect; and sensitive personal information (such as certain categories in Account Information, Content and Context from Meetings.

Sources: We receive information from sources as described in the “What Personal Data Do We Receive?”; section, including: from you (including through your use of our products and services); from partners; from customers; and from publicly available sources. 

ServiceCall’s business and commercial purposes for use: ServiceCall uses personal data for the following business and commercial purposes: to provide ServiceCall Products and Services; for Product Research and Development; for Marketing and Promotions (ServiceCall does not use meeting, webinar, or messaging content, or any content generated or shared as part of other collaborative features for any marketing or promotions); Authentication, Integrity, Security, and Safety; to Communicate with You; and for Legal Reasons. For more information, please see “Data We Process & How We Use It.”; Categories of third parties to whom we disclose Personal Information for business purposes are described in “How Do We Share Personal Data?”;

ServiceCall may permit advertising and analytics services that are intended to deliver advertising to you and/or analyze your interactions, based on your interactions with our website or app which may constitute a “sale” or “sharing” of data for targeted advertising purposes under certain state privacy laws. See “California & Other U.S. State Privacy Rights” for more information regarding your right to opt-out.

Retention: ServiceCall retains personal data for as long as required to engage in the uses described in this Privacy Statement, unless a longer retention period is required by applicable law. Additional detail on retention criteria can be found under Retention, above.

California & Other U.S. State Privacy Rights

Under some U.S. state laws, including the California Consumer Privacy Act of 2018 (as amended by the California Consumer Privacy Rights Act) (CCPA), residents may have a right to:

• Access the categories and specific pieces of personal data ServiceCall has collected, the categories of sources from which the personal data is collected, the business purpose(s) for collecting the personal data, and the categories of third parties with whom ServiceCall has shared personal data, and obtain the personal data in a portable and, to the extent technically feasible, readily usable format;
• Delete personal data under certain circumstances;
• Correct personal data under certain circumstances; and
• Appeal a denial of your request. Some states provide additional rights to their residents. If we decline to process your request, you may have the right to appeal our decision. You can do so by replying directly to our denial or emailing customersupport@sjoinservicecall.com.

ServiceCall will not discriminate against you for exercising any of these rights, which is further in line with your rights under state law.

Sensitive Information. ServiceCall receives information that may be considered sensitive under some state laws, such as certain Account Information (e.g., financial information, log-in information), certain Content and Context from Meetings as well as voiceprints if you choose to enable certain features and provide the requisite consent. ServiceCall processes sensitive personal information to provide ServiceCall products and services, for product research and development, for authentication, integrity, security, and safety reasons, to communicate with you, for legal reasons, and with your consent. ServiceCall does not use or disclose sensitive personal information (as defined under CCPA) for purposes of inferring characteristics about a consumer, or in any way that would require ServiceCall to provide a right to limit under the CCPA. Under certain laws, residents may also be permitted to opt out of certain profiling relating to automated processing analyzing certain categories of an individual’s information that would produce a legal or similarly significant effect. ServiceCall does not engage in this type of profiling of individuals.

To exercise your rights, please email us at customersupport@joinservicecall.com. 

We will acknowledge receipt of your request within 10 business days, and provide a substantive response within 45 calendar days, or inform you of the reason and extension period (up to a total of 90 days) in writing.

These rights are not absolute, are subject to exceptions and limitations, and may not be afforded to residents of all states. In certain cases, we may decline requests to exercise these rights where permitted by law. We will need to verify your identity to process your access, deletion, and correction requests and reserve the right to confirm your state residency. To verify your identity, we may require you to log into your existing ServiceCall account (if applicable), give a declaration as to your identity under penalty of perjury, and/or provide additional information, such as providing at least two pieces of personal information relating to your account (which will be compared to information we have, such as profile information) or as we otherwise may already have in our possession, such as your email address and phone number. We will verify your consumer request by comparing the information you provide to information already in our possession, and take additional steps to minimize the risk of fraud. You may designate an authorized agent to submit your verified consumer request by providing written permission and verifying your identity, or through proof of power of attorney.

California’s Shine the Light Law

Under California’s Shine the Light law, you may also ask companies with whom you have formed a business relationship primarily for personal, family or household purposes to provide the names of third parties to which they have disclosed certain personal information (as defined under the Shine the Light law) during the preceding calendar year for their own direct marketing purposes and the categories of personal information disclosed. You may send us requests for this information to customersupport@joinservicecall.com. In your request, you must include the statement “Shine the Light Request,” and provide your first and last name and mailing address and certify that you are a California resident. We reserve the right to require additional information to confirm your identity and California residency. Please note that we will not accept requests via telephone, mail, or facsimile, and we are not responsible for notices that are not labeled or sent properly, or that do not have complete information.

Changes to This Privacy Statement

We may update this Privacy Statement periodically to account for changes in our collection and/or processing of personal data, and will post the updated Privacy Statement on our website, with a “Last Updated” date at the top. If we make material changes to this Privacy Statement, we will notify you and provide you an opportunity to review before you choose to continue using our products and services.