Privacy Policy

1. Introduction

Dedicated Live Dispatch ("we," "us," or "our") operates a live answering and dispatch service for trades businesses. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our website and services.

2. Information We Collect

We collect the following types of information:

• Account Information: Name, email address, company name, phone number, and billing details when you register for our service.
• Call Data: Inbound caller phone numbers, caller names, call recordings, call duration, and call summaries generated by our agents.
• Job and Dispatch Data: Customer names, phone numbers, addresses, and job descriptions entered during call handling.
• Usage Data: Minutes used, login activity, feature usage, and interaction with our dashboard.
• Payment Information: Processed securely through Stripe. We do not store credit card numbers on our servers.
• Survey Responses: Ratings and feedback submitted through post-call surveys.

3. How We Use Your Information

• To provide and maintain our live answering and dispatch services.
• To process payments and manage billing through Stripe.
• To dispatch jobs to your CRM (HouseCall Pro, Jobber, or manual dispatch).
• To send service-related communications, usage alerts, and account notifications.
• To improve our service quality through call recordings and survey feedback.
• To comply with legal obligations and enforce our Terms of Service.

4. Third-Party Services

We use the following third-party providers to deliver our services:

• Twilio: For telephony, call routing, call recording, and SMS notifications.
• Neon: For secure, encrypted database storage of your account and call data.
• Stripe: For payment processing and subscription management.
• Resend: For transactional email delivery.

Each provider operates under their own privacy policy and is contractually obligated to protect your data.

5. Data Retention

We retain your account data for as long as your account is active. Call recordings are retained for 90 days unless you request earlier deletion. Billing records are retained for 7 years to comply with tax and accounting requirements. You may request deletion of your personal data at any time by contacting us.

6. Data Security

We implement industry-standard security measures including encrypted data transmission (TLS/SSL), encrypted database storage, secure authentication, and role-based access controls. Only authorized agents and administrators can access call data relevant to their role.

7. Your Rights (CCPA / GDPR)

Depending on your jurisdiction, you may have the right to:

• Access the personal data we hold about you.
• Request correction of inaccurate data.
• Request deletion of your personal data.
• Opt out of the sale of your personal information (we do not sell personal data).
• Data portability: receive your data in a structured, machine-readable format.
• Withdraw consent where processing is based on consent.

To exercise any of these rights, contact us at privacy@dedicatedlivedispatch.com. We will respond within 30 days.

8. Cookies

We use essential cookies for authentication and session management. We do not use advertising or tracking cookies. Analytics cookies, if used, are anonymized and do not identify individual users.

9. Children's Privacy

Our service is not directed to individuals under 18. We do not knowingly collect personal information from children.

10. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by posting the updated policy on this page and updating the "Last updated" date. Your continued use of our service after changes constitutes acceptance of the updated policy.

11. Contact Us

If you have questions about this Privacy Policy or wish to exercise your data rights, contact us at:

Dedicated Live Dispatch
Email: privacy@dedicatedlivedispatch.com