Legal
How Solea collects, uses, and discloses personal information, both on our own websites and on behalf of the businesses that use our platform.
This Privacy Policy (this “Policy”) describes how Solea Inc. (“Solea,” “we,” “us,” or “our”) collects, uses, discloses, and otherwise processes personal information in connection with our websites, including solea.ai and any other website that links to this Policy (collectively, the “Websites”), our software platform, mobile applications, products, artificial intelligence features, and related services (collectively, the “Services”), and other interactions you may have with Solea, including sales, marketing, customer support, events, and other business communications.
This Policy applies where Solea determines the purposes and means of processing personal information and therefore acts as a “controller,” “business,” or similar term under applicable privacy laws.
Solea also processes personal information on behalf of businesses that use the Services (each, a “Customer”). When Solea processes personal information submitted to, stored in, or otherwise processed through the Services on behalf of a Customer (“Customer Data”), the Customer generally determines the purposes and means of processing such information and acts as the controller or business, and Solea acts as a processor, service provider, contractor, or subprocessor, as applicable.
Solea processes Customer Data in accordance with the applicable agreement between Solea and the Customer (the “Customer Agreement”), the Customer’s documented instructions, and applicable law. Solea processes Customer Data as reasonably necessary to provide, maintain, secure, support, and improve the Services for the applicable Customer, troubleshoot technical issues, prevent fraud or misuse, comply with legal obligations, and exercise rights expressly permitted under the Customer Agreement and applicable law.
In the event of a conflict between this Policy and a Customer Agreement with respect to Customer Data, the Customer Agreement will control.
If you are an individual whose personal information is processed by Solea on behalf of one of our Customers, including a customer, employee, technician, contractor, or other contact of such Customer, please see Section 11, “Notice to Customer End Users,” below.
We collect personal information directly from you, automatically when you interact with the Websites or Services, from third parties, and, in connection with Customer Data, from our Customers and persons interacting with our Customers.
We collect personal information that you provide directly to us. This may include your name, business email address, telephone number, employer, job title, business address, account credentials, and other contact or account information.
We may also collect information you provide when you request a demonstration, communicate with our sales or support teams, create or administer an account, attend an event, complete a form, enter into an agreement with us, or otherwise communicate with Solea.
If you are an authorized user of the Services, we may collect account and authentication information, including usernames, hashed passwords, authentication records, permissions, login history, and session information.
We may collect commercial and transaction information relating to our relationship with you or the organization you represent, including products or services discussed or purchased, proposals, order forms, subscription information, billing contacts, invoices, payment status, and related business records. Payment card and bank account credentials may be processed by third-party payment processors. Solea does not store complete payment card numbers.
We may record or transcribe certain calls, video conferences, or other communications with prospective and existing Customers where permitted by applicable law. Such information may include the contents of the communication, recordings, transcripts, summaries, and related meeting or communication metadata.
When you access or use the Websites or Services, we and our service providers may automatically collect certain information regarding your device and activity. Such information may include your Internet Protocol address, browser type, device type, operating system, referring and exit pages, pages or features viewed, dates and times of access, interactions with the Websites or Services, approximate geographic location derived from your IP address, cookie identifiers, advertising identifiers, and other technical or usage information.
We may also collect information concerning how authorized users interact with the Services, including product usage events, feature usage, application performance, error information, diagnostic information, and other information relating to the operation and use of the Services.
We may obtain personal information from third parties, including business data providers, identity-resolution and data enrichment providers, marketing partners, advertising providers, social media platforms, public sources, event organizers, referral sources, and other third parties, in each case to the extent permitted by applicable law.
Such information may include your name, employer, job title, professional contact information, professional profile information, and information indicating that you or your organization may be interested in Solea or its Services.
We may combine information obtained from third parties with information collected directly from you or automatically through the Websites or Services.
Our Customers use Solea to operate their businesses, including to manage customer relationships, scheduling, dispatch, routing, service delivery, billing, payments, communications, technicians, employees, and other business operations.
As a result, Customer Data may include names, telephone numbers, email addresses, service and billing addresses, customer account information, service history, subscription information, appointment information, technician assignments, routes, access instructions, property information, service notes, treatment and inspection records, photographs, signatures, invoices, account balances, payment information, communications, call recordings, transcripts, text messages, emails, chat messages, employee and technician information, device location information, and other information that a Customer chooses to submit to or process through the Services.
Customer Data may be provided directly by a Customer, imported from another software platform, received through an integration selected by a Customer, generated through use of the Services, or provided by an individual interacting with a Customer.
Certain Customer Data may constitute sensitive personal information under applicable law, including precise geolocation, account credentials, payment information, and the contents of certain communications.
Except as otherwise expressly permitted under the applicable Customer Agreement and applicable law, Solea processes Customer Data on behalf of and pursuant to the instructions of the applicable Customer. Solea does not use Customer Data from one Customer to provide advertising or marketing services to another Customer.
We may use personal information for the purposes described in this Policy or as otherwise disclosed at the time of collection.
We use personal information to provide, operate, administer, maintain, secure, and support the Services; create and administer accounts; authenticate users and manage permissions; respond to inquiries and support requests; provide demonstrations and prepare proposals and agreements; process transactions and maintain billing and accounting records; communicate with prospective and existing Customers; and otherwise manage our business relationships.
We may also use personal information to monitor, analyze, maintain, and improve the performance and functionality of the Websites and Services; develop new products and features; understand how the Websites and Services are used; diagnose technical issues; conduct testing; protect the security and integrity of our systems; detect and prevent fraud, misuse, abuse, and other harmful activity; and enforce our agreements and policies.
We may use personal information to conduct marketing, advertising, and business development activities, including identifying organizations that may be interested in Solea, communicating with business contacts, measuring the effectiveness of our marketing, and displaying advertising in accordance with applicable law.
We may process personal information as necessary to comply with applicable laws, regulations, court orders, legal processes, and governmental requests; establish, exercise, or defend legal claims; protect the rights, property, safety, and security of Solea, our Customers, users, or others; and investigate suspected violations of law or our agreements.
We may create aggregated, anonymized, or de-identified information from information processed through the Services. Subject to applicable law and the applicable Customer Agreement, we may use and disclose such information for product development, analytics, benchmarking, research, security, service improvement, and other lawful business purposes.
Where required by applicable law, we will maintain de-identified information in de-identified form and will not attempt to re-identify it except as permitted by law, including where necessary to determine whether our de-identification measures are effective.
The Services include artificial intelligence and automation capabilities that may allow Customers to automate or assist with business functions, including answering and placing telephone calls, responding to inquiries, scheduling and rescheduling appointments, communicating with customers, accessing and updating customer records, generating summaries, and performing other actions configured by a Customer.
In order to provide these features, Solea and its service providers and subprocessors may process Customer Data, including customer records, call audio, transcripts, conversation context, text messages, and other information reasonably necessary to perform the applicable function.
Solea does not use personal information contained in Customer Data, including customer records, call recordings, and transcripts, to train general-purpose or foundation artificial intelligence models.
Solea may use aggregated or de-identified information derived from the operation of the Services to evaluate and improve the performance, reliability, security, and functionality of the Services.
Solea personnel may also review particular interactions where reasonably necessary to provide support, investigate or resolve an issue, evaluate system performance, prevent fraud or misuse, diagnose technical issues, or correct the operation of the Services for the applicable Customer.
Customers may use the Services to answer, place, route, record, transcribe, summarize, or otherwise process telephone calls and other communications.
The applicable Customer determines whether call recording or transcription is enabled, how an artificial intelligence agent is configured, what notices or disclosures are provided to individuals, and how information generated through such communications is used, subject to the Customer Agreement and applicable law.
Customers are responsible for determining and complying with any legal requirements applicable to their use of the Services, including requirements relating to artificial intelligence disclosures, telephone communications, call recording, transcription, text messaging, automated communications, and consent.
Where applicable law requires notice or consent before a communication is recorded, transcribed, or otherwise processed in a particular manner, the Customer is responsible for providing the required notice and obtaining any required consent.
Where a Customer enables call recording or transcription, Solea may process the applicable audio, transcript, call metadata, summaries, and related information on behalf of the Customer in order to provide the Services, create records requested by the Customer, perform requested actions, provide support, diagnose technical issues, evaluate the operation of the Services, and otherwise process such information in accordance with the Customer Agreement.
The Services may use speech recognition and speech synthesis technologies to convert audio to text and text to audio. Solea does not use call audio for the purpose of authenticating individuals based on unique voice characteristics or to infer sensitive characteristics such as an individual’s health or emotional state.
Certain features of the Services may permit Customers to process location information associated with technicians, employees, service locations, or devices. Where enabled by a Customer and permitted by the applicable device settings, this may include precise or approximate device location.
Such information may be used to provide routing, dispatch, technician assignment, travel-time calculation, estimated arrival, scheduling, and related functionality.
Where Solea processes workforce location information on behalf of a Customer, the Customer is responsible for providing notices and obtaining any consents required by applicable privacy, employment, workplace-monitoring, or other laws.
Solea does not use technician or workforce location information for advertising purposes.
We may disclose personal information to third parties as described in this Policy.
We disclose information to vendors, service providers, and subprocessors that perform services on our behalf or assist us in operating the Websites, Services, and our business. These may include providers of cloud infrastructure, hosting, data storage, artificial intelligence, speech recognition, voice synthesis, telecommunications, messaging, payment processing, analytics, error monitoring, cybersecurity, customer relationship management, customer support, marketing, advertising, and professional services.
Such providers are permitted to process personal information in accordance with the services they provide to us, applicable contractual restrictions, and applicable law. Certain providers, such as payment processors, may also process information as independent controllers for their own legal, regulatory, fraud-prevention, or compliance purposes.
Customers may choose to connect the Services with third-party applications, products, and services. Where a Customer enables an integration, Solea may disclose information to, or receive information from, the applicable third party at the Customer’s direction. The third party’s processing of information is subject to the Customer’s relationship with that provider and the provider’s own terms and privacy practices.
We may disclose personal information to our professional advisers, including attorneys, accountants, auditors, insurers, financial advisers, and consultants, where reasonably necessary in connection with the services they provide and subject to appropriate confidentiality obligations.
We may disclose personal information if we reasonably believe disclosure is required or permitted by applicable law, regulation, legal process, subpoena, court order, or governmental request; is necessary to protect or enforce the rights or agreements of Solea or others; or is necessary to detect, prevent, investigate, or respond to fraud, security incidents, unlawful conduct, or other misuse of the Services.
Where legally permitted and required by the applicable Customer Agreement, we will notify the applicable Customer before disclosing Customer Data in response to compulsory legal process.
We may disclose or transfer personal information in connection with an actual or proposed merger, acquisition, financing, reorganization, bankruptcy, sale of assets, change of control, or similar corporate transaction, subject to applicable law.
We may also disclose personal information with your consent or at your direction.
Solea does not sell Customer Data for monetary consideration and does not disclose Customer Data for cross-context behavioral advertising.
A current list of subprocessors used in connection with the Services may be made available to Customers upon request.
We and third parties acting on our behalf use cookies, pixels, tags, local storage, software development kits, and other similar technologies in connection with the Websites and, where applicable, the Services.
These technologies may be used to operate the Websites and Services, maintain user sessions, remember preferences, authenticate users, understand how the Websites and Services are used, measure performance, diagnose technical issues, identify businesses or business contacts that may be interested in Solea, measure advertising effectiveness, and deliver or facilitate advertising.
We use analytics providers to collect information concerning use of the Websites and Services. The information collected may include IP addresses, browser and device information, cookie or similar identifiers, referring URLs, pages viewed, and interactions with the Websites or Services.
We may also use business identity, visitor-identification, or identity-resolution providers. These providers may receive information concerning visits to the Websites, including an IP address, browser or device information, identifiers, and website activity, and may compare that information with business or identity data maintained by them or their partners.
Where a match is available, Solea may receive professional information associated with an identifiable business contact, such as the individual’s name, employer, job title, professional contact information, or professional profile information. Solea uses this information for business-to-business sales and marketing purposes.
We may use advertising and measurement technologies provided by advertising platforms. These technologies may permit the applicable platforms to receive information regarding your device, browser, identifiers, and interactions with our Websites. Such platforms may use this information in accordance with their own privacy policies, including to measure advertising and display advertisements to audiences that have previously interacted with Solea.
Although Solea does not sell personal information for money, certain disclosures associated with online advertising, identity resolution, or similar technologies may constitute a “sale,” “sharing,” or processing for purposes of targeted advertising under applicable US state privacy laws.
Where required by applicable law, you may opt out of such processing using the “Your Privacy Choices” link available on our Website. We also recognize legally required browser-based opt-out preference signals, including Global Privacy Control, in accordance with applicable law.
Some browsers offer a “Do Not Track” (“DNT”) setting. Because there is currently no uniform industry standard for responding to DNT signals, the Websites do not currently respond to DNT signals. Solea does, however, recognize Global Privacy Control and other legally required opt-out preference signals as described above.
Cookie and privacy choices may be specific to the browser and device from which the choice is submitted, and you may therefore need to exercise your choices separately on each browser or device.
Subject to applicable law, Solea may use personal information to communicate with current and prospective business customers regarding our Services, products, events, promotions, and other matters that we believe may be relevant to them.
You may unsubscribe from marketing emails by using the unsubscribe mechanism included in the applicable communication. You may also contact us at info@solea.ai to request that we stop sending marketing communications.
Where Solea sends marketing text messages, automated calls, prerecorded or artificial voice communications, or other communications for which applicable law requires consent, Solea will obtain the consent required by applicable law.
Opting out of marketing communications will not prevent us from sending non-promotional communications where appropriate, including communications concerning your account, transactions, support requests, security, contractual relationship, or other administrative matters.
We may retain limited information regarding an opt-out request where reasonably necessary to ensure that we continue to honor that request.
Where the European Economic Area General Data Protection Regulation, the United Kingdom General Data Protection Regulation, or another law requires Solea to identify a legal basis for processing personal information in its capacity as controller, the legal basis will depend on the nature and context of the processing.
We may process personal information where necessary to perform a contract with you or take steps at your request before entering into a contract; where processing is necessary for our legitimate interests or those of a third party and such interests are not overridden by your rights and interests; where processing is necessary to comply with a legal obligation; or where you have provided consent.
Our legitimate interests may include operating, securing, administering, developing, and improving our business and Services; preventing fraud and misuse; communicating with Customers and prospective Customers; conducting business-to-business marketing; and establishing, exercising, and defending legal rights.
Where we rely on consent, you may withdraw your consent at any time, subject to applicable law. Withdrawal of consent does not affect the lawfulness of processing conducted before withdrawal.
Solea maintains administrative, technical, and organizational safeguards designed to protect personal information against unauthorized or unlawful access, use, disclosure, alteration, loss, or destruction.
These measures may include access controls, authentication mechanisms, encryption, monitoring, logging, confidentiality requirements, system-security controls, and other safeguards appropriate to the nature of the information and the risks associated with the processing.
Access to Customer Data by Solea personnel is limited to personnel who require such access for legitimate business purposes and is subject to applicable access controls and confidentiality obligations.
No information system, transmission method, or security measure is completely secure. Accordingly, we cannot guarantee the absolute security of personal information.
If Solea becomes aware of a security incident involving Customer Data, Solea will address the incident and provide notice to the applicable Customer as required by the Customer Agreement and applicable law.
We retain personal information for as long as reasonably necessary to fulfill the purposes for which it was collected or otherwise processed, including to provide the Services, maintain business and transaction records, comply with legal and regulatory obligations, resolve disputes, enforce our agreements, protect the security and integrity of the Services, and establish, exercise, or defend legal claims.
Customer Data is retained in accordance with the applicable Customer Agreement, the Customer’s instructions, and applicable law.
We may retain aggregated or de-identified information for longer periods where permitted by applicable law.
Information deleted from active systems may remain in backups for a limited period until such backups are overwritten in accordance with our ordinary backup procedures.
Solea is headquartered in the United States, and personal information may be processed in the United States and other countries in which Solea, our Customers, service providers, or subprocessors operate.
Where applicable data protection law requires an approved transfer mechanism for transfers of personal information to countries that have not been recognized as providing an adequate level of data protection, Solea uses appropriate safeguards.
These may include the European Commission’s Standard Contractual Clauses, the applicable United Kingdom addendum or other approved UK transfer mechanism, Swiss adaptations, or another transfer mechanism recognized under applicable law.
You may contact us for additional information regarding the safeguards applicable to a particular transfer.
Depending on your jurisdiction and the applicable privacy law, you may have certain rights with respect to personal information for which Solea acts as controller.
These rights may include the right to confirm whether we process your personal information; request access to personal information; obtain information about the categories of personal information we collect, the sources from which it is collected, the purposes for which it is processed, and the categories of persons to whom it is disclosed; obtain a copy of certain information in a portable format; request correction of inaccurate personal information; request deletion of personal information; restrict or object to certain processing; withdraw consent where processing is based on consent; opt out of certain sales, sharing, targeted advertising, or profiling; and appeal certain decisions concerning a privacy request.
The particular rights available to you, and any exceptions to those rights, depend on applicable law.
To exercise a privacy right concerning personal information for which Solea acts as controller, you may contact us at info@solea.ai or use any privacy request mechanism made available on the Websites.
We may take reasonable steps to verify your identity before fulfilling a request and may request information reasonably necessary for that purpose.
Where permitted by applicable law, an authorized agent may submit a request on your behalf. We may require evidence that the agent has been validly authorized to act for you and may take reasonable steps to verify your identity directly where permitted by law.
We will respond to privacy requests within the period required by applicable law and will notify you if an extension is permitted and reasonably necessary.
We will not unlawfully discriminate against you, deny you goods or services, charge you a different price, or provide a different level or quality of service solely because you exercised a privacy right, except as otherwise permitted by applicable law.
If the personal information at issue is Customer Data processed by Solea on behalf of one of our Customers, you should submit your request directly to the applicable Customer as described in Section 11.
Certain US state privacy laws, including the California Consumer Privacy Act, as amended by the California Privacy Rights Act (collectively, the “CCPA”), require additional disclosures concerning the collection, use, and disclosure of personal information.
For purposes of this Section, the terms “personal information,” “sell,” “share,” and similar terms have the meanings assigned to them under applicable state privacy law.
During the preceding twelve months, Solea may have collected the following categories of personal information in its capacity as a business or controller: identifiers and contact information; customer records information; commercial information; internet or other electronic network activity; geolocation information; professional or employment-related information; inferences concerning business interests; and, where applicable, sensitive personal information such as account login credentials.
The sources from which we collect such information are described in Section 1. The business and commercial purposes for which we collect and use such information are described in Section 2. The categories of third parties to whom we disclose personal information are described in Section 4.
We may disclose identifiers, professional information, internet or electronic network activity, and related information to advertising, analytics, visitor-identification, identity-resolution, or similar providers in circumstances that may constitute a “sale,” “sharing,” or targeted advertising under certain US state privacy laws.
We do not sell personal information for monetary consideration. We do not sell or share Customer Data for cross-context behavioral advertising.
Where required by applicable law, you may opt out of the sale or sharing of personal information, or processing for purposes of targeted advertising, through the “Your Privacy Choices” link on our Website. Solea also honors legally recognized opt-out preference signals, including Global Privacy Control, as required by applicable law.
Solea does not use sensitive personal information for the purpose of inferring characteristics about individuals where such processing would give rise to a right to limit under the CCPA.
We do not knowingly sell or share the personal information of individuals under 16 years of age.
Depending on the state in which you reside, you may also have rights to confirm whether we process your personal information, access, correct, or delete personal information, obtain portable data, opt out of certain profiling or automated decision-making, or appeal a decision concerning a privacy request.
California residents and residents of certain other states may designate an authorized agent to submit certain requests on their behalf in accordance with applicable law.
Solea does not offer financial incentives or differences in price or service in exchange for the sale or sharing of personal information.
This Section applies if your personal information is processed by Solea on behalf of a Customer, including where you are a customer, prospective customer, employee, technician, contractor, tenant, property owner, or other individual whose information has been provided to Solea or processed through the Services by a Customer.
In these circumstances, the applicable Customer generally acts as the controller or business with respect to your personal information, and Solea acts as a processor, service provider, contractor, or subprocessor.
The Customer determines what personal information is collected, the purposes for which it is used, the features of the Services that are enabled, the communications that are sent or received, whether calls are recorded or transcribed, how long information is retained, and other material aspects of the processing, subject to the Customer Agreement and applicable law.
Solea processes such Customer Data pursuant to the Customer’s documented instructions, the Customer Agreement, and applicable law. Solea may also process Customer Data as reasonably necessary to provide, secure, maintain, and support the Services; prevent fraud or misuse; troubleshoot technical issues; comply with legal obligations; and exercise rights expressly permitted under the Customer Agreement and applicable law.
Solea’s obligations with respect to Customer Data are governed by the Customer Agreement.
If you wish to exercise a privacy right relating to Customer Data, or have questions regarding how a Customer uses your personal information, you should contact the applicable Customer directly.
If you submit such a request to Solea, we may refer or forward the request to the applicable Customer and will provide reasonable assistance to the Customer in responding to the request as required by applicable law and the Customer Agreement.
The Websites and Services are intended for use by businesses and are not directed to children under 13.
Solea does not knowingly collect personal information online from children under 13 in circumstances in which Solea acts as a controller. If we learn that we have collected personal information from a child under 13 in violation of applicable law, we will take appropriate steps to delete the information.
Customer Data may contain information concerning a minor where such information is submitted by or on behalf of a Customer or is provided in connection with an interaction with a Customer. In such circumstances, Solea processes the information on behalf of the applicable Customer as described in Section 11.
We do not knowingly sell or share the personal information of individuals under 16 years of age.
If you believe that Solea has collected or processed personal information relating to a child in circumstances inconsistent with this Policy or applicable law, please contact us.
The Websites and Services may contain links to third-party websites, applications, integrations, or services that are not owned or controlled by Solea.
This Policy does not apply to personal information processed independently by those third parties. We encourage you to review the applicable third party’s privacy policy before providing personal information to or through such third party.
We may modify this Policy from time to time to reflect changes in the Services, our processing practices, applicable law, or other circumstances.
When we make changes, we will revise the “Last updated” date at the top of this Policy. Where required by applicable law, we will provide additional notice of material changes or obtain consent before processing personal information for a materially different purpose.
If you have any questions about this Policy or Solea’s privacy practices, or wish to exercise a privacy right with respect to personal information for which Solea acts as controller, please contact us at:
Solea Inc.
2261 Market Street STE 46170
San Francisco, CA 94114
United States
Email: info@solea.ai
If your request concerns personal information processed by Solea on behalf of a Customer, please contact the applicable Customer directly.
Individuals located in the European Economic Area or United Kingdom may also have the right to lodge a complaint with the data protection authority responsible for their jurisdiction.
Questions about this policy, or to make a privacy request: info@solea.ai. Solea Inc., 2261 Market Street STE 46170, San Francisco, CA 94114.
Solea Inc.
2261 Market Street
San Francisco, CA 94114