Privacy Policy

Last Updated: [Jun 23, 2025]

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Introduction

This Privacy Policy explains how PrimeSync Solutions LLC (“PrimeSync,” “we,” or “us”) collects, uses, and shares data through our AI voice agent platform (“Service”). This includes data from our business clients and their end-users. We comply with all applicable U.S. privacy laws, including the CCPA.

Information We Collect

We collect:

  • Client Info: Names, emails, payment data, account settings

  • Call Data: Audio recordings, transcripts, metadata (timestamps, durations)

  • Technical Data: Device info, IP address, usage logs

  • Cookies: Site usage data to improve the platform

We do not knowingly collect sensitive information (e.g., health or financial credentials) unless explicitly needed and permitted by law.

How We Use Information

We use information to:

  • Provide and improve the Service (including call handling and analytics)

  • Support account management and troubleshooting

  • Bill and process transactions

  • Ensure compliance and prevent abuse

  • Conduct internal research (in aggregated or anonymized form)

Billing and Usage Policy

We charge based on your selected usage tier, under a tiered pricing structure. Billing occurs on a recurring basis using the payment method you provide. Payment details and billing frequency are available via your account dashboard. Pricing is subject to change at any time with notice.

We send billing notices by email and/or within the dashboard. Payment failure may result in account suspension.

Sharing of Information

We may share your data with:

  • Your account administrator (for end-user data)

  • Third-party vendors like Retell AI, payment processors, and hosting providers (under strict confidentiality agreements)

  • Regulators or authorities as required by law

  • Another company, if we are acquired or merged (with notice to you)

We do not sell personal information or share it for advertising.

Data Retention

We retain:

  • Account data: as long as your account is active

  • Call data: based on your retention settings or until deleted by you

  • Billing records: for tax and audit compliance

  • Other info: as needed to meet legal obligations

You can request deletion of your data at any time by emailing us or using dashboard tools.

Data Security

We protect your data using:

  • Encryption in transit and at rest

  • Role-based access controls

  • Firewall, intrusion detection, and monitoring

  • Regular audits and vulnerability testing

Despite our efforts, no system is 100% secure. Please use strong credentials and notify us of any suspected breaches.

Your Rights

Depending on your location, you may:

  • Access or correct your personal data

  • Request deletion of your account data

  • Opt out of marketing communications

California residents: We comply with the CCPA and do not sell or share your data for behavioral advertising.

Children’s Privacy

Our Service is not intended for children under 13. We do not knowingly collect data from children. If we learn we have, we will delete it promptly.

Changes to This Policy

We may update this Privacy Policy occasionally. Major changes will be posted on our website and/or emailed to you. Continued use of the Service constitutes acceptance of the changes.

Contact Us

PrimeSync Solutions LLC – Privacy Team

470 W Broad St, Columbus, OH 43215, USA

Email: info@primesync.com

1. Introduction

PrimeSync  Technologies Inc (“PrimeSync ,” “we,” “us,” or “our”) respects your privacy and is committed to protecting personal information.

This Privacy Policy explains how we collect, use, process, and protect information when you use our AI voice agent platform and related services (the “Service”).

This policy applies to:

  • Clients (business users of PrimeSync )
  • End users (callers interacting with PrimeSync -powered systems)

2. Information We Collect

2.1 Information Provided by Clients

We collect information you provide when using the Service, including:

  • Name, business name, and contact details
  • Account credentials
  • Billing and payment information
  • Business configuration data (scripts, workflows, integrations)

2.2 Call Data (VERY IMPORTANT)

When the Service is used, we may collect and process:

  • Call recordings (audio)
  • Call transcripts
  • Caller phone numbers
  • Caller-provided information (e.g., name, service request)
  • Call metadata (time, duration, outcome)

2.3 Automatically Collected Information

We may collect:

  • IP address
  • Device/browser information
  • Usage data and logs
  • System performance data

2.4 Third-Party Data

We may receive data from integrations such as:

  • CRM systems (e.g., Tekmetric, ShopMonkey)
  • Calendar systems
  • Telephony providers

3. How We Use Information

We use collected information to:

  • Provide and operate the Service
  • Process and route calls
  • Generate transcripts and analytics
  • Integrate with client systems
  • Provide customer support
  • Improve and optimize our AI systems
  • Ensure security and prevent abuse
  • Comply with legal obligations

4. AI & Automated Processing Disclosure

PrimeSync  uses artificial intelligence and automated systems to:

  • process conversations
  • generate responses
  • extract and summarize information

You acknowledge that:

  • interactions may be handled by AI, not humans
  • outputs may not always be accurate
  • AI systems continuously learn and improve

5. Call Recording & Consent Responsibilities

IMPORTANT LEGAL NOTICE

PrimeSync  may record and process calls depending on client configuration.

Client Responsibility:

Clients are solely responsible for:

  • informing callers that calls may be recorded
  • obtaining any required consent under applicable laws
  • complying with federal, state, and international regulations

PrimeSync  acts as a service provider/data processor and does not control how clients obtain consent.

6. How We Share Information

We may share information with:

6.1 Service Providers

  • cloud hosting providers
  • telephony providers (e.g., Twilio)
  • AI infrastructure providers
  • analytics tools

These providers are contractually obligated to protect data.

6.2 Legal Compliance

We may disclose information:

  • to comply with legal obligations
  • to respond to lawful requests (subpoenas, court orders)
  • to protect rights, safety, and security

6.3 Business Transfers

In the event of:

  • merger
  • acquisition
  • sale of assets

data may be transferred as part of the transaction.

7. Data Retention

We retain data only as long as necessary to:

  • provide the Service
  • comply with legal obligations
  • resolve disputes
  • enforce agreements

Call recordings and transcripts may be retained based on:

  • client configuration
  • operational needs

8. Data Security

We implement reasonable technical and organizational safeguards to protect data.

However:

  • no system is completely secure
  • we cannot guarantee absolute security

9. Your Rights (Clients & End Users)

Depending on your location, you may have rights to:

  • access your data
  • correct inaccurate data
  • request deletion
  • restrict processing

Requests can be submitted to: support@PrimeSync .ai

10. U.S. State Privacy Rights (CCPA/CPRA)

If you are a California resident, you may have the right to:

  • request disclosure of data collected
  • request deletion of personal information
  • opt out of certain data sharing

PrimeSync  does not sell personal data.

11. International Data Transfers

Data may be processed in the United States or other countries where our service providers operate.

We take steps to ensure appropriate safeguards are in place.

12. Children’s Privacy

The Service is not intended for individuals under 18.

We do not knowingly collect personal information from children.

13. Cookies & Tracking

We may use cookies and similar technologies to:

  • improve functionality
  • analyze usage
  • enhance user experience

You can control cookies through your browser settings.

14. Third-Party Links

Our Service may include links to third-party websites.

We are not responsible for their privacy practices.

15. Changes to This Policy

We may update this Privacy Policy from time to time.

Material changes will be communicated via:

  • email
  • dashboard notification

16. Contact Information

PrimeSync Solutions LLC

Attn: Legal Department

470 W Broad St, Columbus, OH 43215, USA

Email: info@primesync.co

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