Privacy Policy

Information you give us or that our clients give us about you:

• Contact details: name, job title, company, store, email address and phone numbers.
• Service requests and messages: what you text, email, say on a call or voicemail, or type into a form, including photos and files you attach.
• Approvals and signatures: the name you enter, your signature image, and the time you approved a quote or signed for a visit.
• Billing details: billing entity, billing address and tax status. Card and bank details go directly to Stripe and do not reach us.
• Referrals: the name and contact details of a person you refer to us.
• Feedback: ratings and comments you send us.

Information we create while doing the work:

• Records of tickets, visits, equipment installed at a location, parts used, quotes and invoices.
• Photos taken at the location before and after the work.
• Site information needed for the work, such as network notes and access instructions. Device and network credentials are stored encrypted, and each time one is revealed to a staff member it is logged.

Information collected automatically:

• Network address, browser type and the time of requests, kept in security and audit logs.
• Delivery status of texts and emails, and whether a quote or invoice link was opened.
• A cookie that keeps you signed in. We do not use advertising cookies or sell data to advertisers.

Information about our own staff: account details, time entries, expenses, and the location of a technician's phone while on shift where the technician has turned location sharing on or it is required for their role.

• To receive and answer service requests and open tickets.
• To schedule and carry out visits, and to tell you when a technician is coming.
• To prepare quotes and invoices, take payment and keep accounting records.
• To give you access to the client hub.
• To keep the Service secure, prevent misuse and keep an audit trail.
• To ask for a review after a job, and to send occasional news and offers by email. You can opt out of both.
• To meet legal, tax and accounting obligations.

Text messages and calls to our service number may be handled first by an automated assistant that uses an artificial intelligence model provided by Anthropic. The content of the conversation, and the list of stores linked to your contact record, are sent to that provider so the assistant can reply and work out which store and what kind of problem the request is about.

The assistant proposes a ticket. It does not make decisions that have legal or similarly significant effects on you, and our staff can see and correct everything it does. You can ask for a person at any time.

We send text messages to numbers given to us for service communication. Reply STOP to stop them and HELP for help. Message and data rates may apply.

We do not sell or share mobile phone numbers or text messaging consent with third parties or affiliates for their marketing or promotional purposes. Numbers are shared only with the service providers that deliver our messages, as described below.

We do not sell personal information, and we do not share it for cross-context behavioral advertising. We share information only as follows:

• Service providers that process it for us: Twilio (text messages, calls and voicemail), Resend (email), Stripe (payments), Intuit QuickBooks Online (accounting), Anthropic (automated assistant and text drafting), Google (maps, address lookup and, where connected, our own contact list), and our hosting and database providers.
• Within our client's organization: people at the same client company who are allowed to see a store's tickets, quotes or invoices can see the names and messages connected to them.
• Other systems our business connects through an API key or a webhook, limited to the data that connection is allowed to read.
• Professional advisers, and authorities where the law requires it or to protect rights, safety and property.
• A buyer or successor if our business is sold or merged, under the protections of this policy.

When our business connects the Service to its own QuickBooks Online company, the Service:

• sends customers, products and services, invoices and payments from the Service to QuickBooks;
• reads back the payment status of those invoices and payments recorded in QuickBooks;
• stores the connection tokens encrypted, and uses them only for these purposes.

We do not use data obtained from QuickBooks for advertising, and we do not sell it or share it with anyone other than the service providers needed to run the Service. The connection can be removed at any time from the Service or from the QuickBooks account, after which the Service can no longer reach that company's data.

We keep records of work, quotes, invoices and payments for as long as the client relationship lasts and afterwards for as long as tax, accounting and warranty obligations require, which is generally seven years. Messages and call records are kept with the ticket they belong to. Security and audit logs are kept to investigate incidents and show what was done.

When information is no longer needed we delete it or remove what identifies you.

We protect information with measures that include encrypted connections, encryption of stored secrets and credentials, passwords stored only as hashes, access limited by role, one-time sign-in links for clients, signed webhooks, rate limits on public pages and an audit log of changes. No system is perfectly secure. If we learn of a breach that affects your information we will notify you as the law requires.

• Text messages: reply STOP.
• Marketing email and review requests: use the unsubscribe link in any such email. Invoices, quotes and service messages are not affected.
• Access, correction and deletion: ask us for a copy of the personal information we hold about you, to correct it, or to delete it. We may need to keep some records where the law or a legitimate business need requires it, and we will tell you if so.
• If you are a contact of one of our clients, we may need to check the request with that client.

California residents have the right to know what personal information is collected, to request deletion and correction, and not to be discriminated against for using these rights. We do not sell or share personal information as those terms are defined in California law. To use your rights, contact us using the details below. We will confirm your identity before acting and answer within the time the law sets.

The Service is for businesses and is not directed to anyone under 18. We do not knowingly collect personal information from children.

We are based in the United States, and information is processed there and wherever our service providers operate.

We may update this policy. The date at the top shows when it last changed. If a change is material we will tell you through the Service or by email.

Questions or requests about privacy:

• One Integration
• 3231 Ocean Front Walk, San Diego, CA 92109
• Email: support@oneintegration.local
• Phone: +16195550100