This Privacy Policy explains how Flicent Inc., doing business as FieldPulse (“FieldPulse,” “we,” “us” or “our”), collects, uses, discloses and protects personal information when you visit our websites, use our web and mobile applications, or otherwise interact with us (together, the “Services”). It also explains the choices and rights you may have.

1. Our Two Roles

1.1 Who we are. FieldPulse provides field service management software to businesses such as HVAC, plumbing, electrical and other trades companies (our “Customers”). We handle personal information in two different roles:

1.2 When we act for ourselves. We decide how to use personal information about visitors to our websites, people who contact us or ask about our Services, and the owners, employees and contractors of our Customers who use the Services (“Users”). This Privacy Policy mainly describes this information.

1.3 When we act for our Customers. Our Customers use the Services to manage their own customers and jobs. When a homeowner or other person calls or chats with a Customer’s business through our Services, or when a Customer stores information about its own customers in the Services, we process that information on the Customer’s behalf and under the Customer’s instructions, as its service provider or processor (“End Customer Information”). The Customer’s own privacy policy governs End Customer Information. If you are a customer of a business that uses FieldPulse and have a question or request about your information, please contact that business. If you contact us, we will refer your request to the business and help it respond.

2. Information We Collect

2.1 The information we collect depends on how you interact with us. We collect it directly from you, automatically when you use the Services, and from third parties.

3. End Customer Information We Process for Customers

3.1 When Customers use the Services, we process End Customer Information on their behalf, which may include names, phone numbers, email addresses, service addresses, property and job details, estimates, invoices and payment records, and communications content such as call recordings, voicemails, transcripts, text messages, emails, chat messages, and AI-generated call summaries. We use End Customer Information only to provide, secure and support the Services for the Customer, to comply with law, and to create de-identified information as described in Section 6. We do not sell End Customer Information or use it to market our own products or services to End Customers.

4. AI Features

4.1 AI features we offer. Our Services include features that use artificial intelligence, including Maverick (an AI assistant for Users), Operator AI (which answers phone calls for Customers), Chat AI (which answers website chats for Customers), AI-generated call transcripts and summaries, our AI Help & Support assistant, and the AI assistant in our public Help Center. When you use or interact with these features:

4.2 Recording and transcription. Operator AI calls are recorded and transcribed, and Operator AI and Chat AI tell callers and website visitors at the start of each interaction that they are talking with an AI assistant. Calls and chats are processed by our AI and communications providers on the Customer’s behalf, and we do not use voice recordings to create voiceprints or otherwise identify people by their voice. Customers may also record calls through our business phone features.

4.3 Third-party AI providers. Information you provide to AI features, including conversation and call content, is processed by third-party AI and voice providers that power these features, as listed on our Subprocessor List at fieldpulse.com/subprocessors. Our agreements with them do not permit them to use this information to train their models. They may keep it for a limited period to monitor for abuse.

4.4 No model training. We do not use the content of AI conversations, call recordings, transcripts or chat messages to train or fine-tune artificial intelligence models. We improve our AI features by updating their instructions and configurations, which may be informed by reviewing how they perform.

4.5 Human review. Our employees and contractors, who are bound by confidentiality obligations and may be located outside your country, may review AI conversations, recordings and transcripts to provide support, fix problems, and maintain quality, safety and security.

4.6 Analytics. We use analytics providers to record and analyze how AI features are used, including prompts and responses and recordings of sessions in our apps.

4.7 Customer responsibilities. Customers are responsible for giving their own customers any additional notices and obtaining any consents the law requires for these features. More detail is in the AI Features section of our Terms of Service at www.fieldpulse.com/terms-of-service.

5. How We Use Information

5.1 We use the information described in Section 2 to:

1. provide, operate and maintain the Services, including creating and managing accounts, processing payments and providing AI features;
2. provide customer support and respond to requests;
3. communicate with you about the Services, including service announcements, changes to our terms, and billing notices;
4. send marketing communications, which you can opt out of at any time;
5. secure the Services and our business, including detecting and preventing fraud, spam and abuse, such as identifying spam callers across our Services;
6. analyze and improve the Services, develop new features, and create de-identified and aggregated information;
7. comply with law, enforce our terms, and protect the rights, safety and property of FieldPulse, our Customers and others; and
8. carry out other purposes we describe to you when we collect the information, or with your consent.

6. De-identified and Aggregated Information

6.1 We may create de-identified or aggregated information from the information we collect or process, so that it no longer identifies any person or Customer. We use it to operate and improve the Services, to show Customers how they compare with similar businesses, and to publish industry reports and statistics that do not identify any person or Customer. We do not sell or license this information to third parties. We maintain reasonable measures to prevent re-identification and will not attempt to re-identify it except as permitted by law.

7. How We Disclose Information

7.1 Overview. We disclose personal information only as described below:

7.2 Service providers. To companies that provide services to us, such as hosting, AI and voice services, telephone and messaging, analytics, customer support, billing and email, under contracts that limit their use of the information. Providers that process Customer Data are listed on our Subprocessor List at www.fieldpulse.com/subprocessors.

7.3 Payment and financing partners. To our payment processors, including Rainforest Pay for FieldPulse Payments, Payrix for payment processing in Australia and Puerto Rico and our subscription billing provider, to process payments and verify businesses; and, if you or your customers choose to apply for financing, to the financing provider.

7.4 Integrations you choose. To third-party services you connect to the Services, such as email, calendar, accounting or AI tools, at your direction.

7.5 Your organization. If you use the Services through a Customer account, the account owner and administrators can access information about your use of that account.

7.6 Legal and safety. When we believe disclosure is required by law or legal process, or is necessary to protect the rights, safety or property of FieldPulse, our Users, Customers or others.

7.7 Business transfers. In connection with a merger, acquisition, financing, reorganization or sale of assets, subject to standard confidentiality protections.

7.8 With consent. When you ask or permit us to share information.

7.9 No sale of personal information. We do not sell personal information.

7.10 Text messages. We do not share mobile phone numbers, or text messaging opt-in data and consent, with third parties or affiliates for their marketing or promotional purposes. We share this information only with service providers, such as our messaging providers, to deliver the text messages you have agreed to receive. This applies to text messages we send and to text messages Customers send through the Services. You can opt out of text messages at any time by replying STOP.

8. Cookies and Similar Technologies

8.1 We and our service providers use cookies, pixels, software development kits and similar technologies to operate the Services, remember your preferences, understand how the Services are used, and measure and improve our marketing. You can control cookies through your browser settings, although some features may not work without them. We honor Global Privacy Control signals as a request to opt out of the sale or sharing of personal information for the browser or device that sends them. Because there is no common standard for “Do Not Track” browser signals, our websites do not currently respond to them.

9. How Long We Keep Information

9.1 We keep personal information for as long as needed for the purposes described in this Privacy Policy, including to provide the Services, comply with our legal obligations, resolve disputes and enforce our agreements. The criteria we use include how long you or your organization has an account, whether the information is still needed for the Customer’s use of the Services, whether it is needed for legal, tax or accounting purposes, and whether a Customer has chosen a shorter retention period or instructed us to delete it. We periodically review whether information we keep is still needed.

Information

Retention

Account and contact information

While the account is active and for up to four years after it closes

Billing and transaction records

As long as required for tax, accounting and legal purposes (generally seven years)

AI conversations, call recordings and transcripts

While the Customer’s subscription is active and the information remains needed for the Customer’s use of the Services, subject to periodic review and any shorter period or deletion the Customer chooses; then as for End Customer Information

End Customer Information

As the Customer instructs. After the Customer’s subscription ends, the Customer may export it for 60 days, and we delete it from our active systems within 90 days after the subscription ends and from backups in the ordinary course within a further 90 days, except information we must keep by law

Records of contracts and terms acceptance

For the life of the account and as long as needed to establish or defend legal claims (generally four years after the account closes)

De-identified and aggregated information

May be kept indefinitely, because it no longer identifies any person or Customer

Usage, log and analytics data

Up to 12 months

Marketing preferences

Until you opt out, and afterward as needed to honor your opt-out

10. Security

10.1 We use administrative, technical and physical safeguards designed to protect personal information, including access controls, encryption in transit, and limiting access to personnel who need it. No system is completely secure, and we cannot guarantee the security of information.

11. International Transfers and Overseas Access

11.1 FieldPulse is based in the United States, and we store and process personal information in the United States and in other countries where we or our service providers operate. Our employees, contractors and service providers who help us operate the Services may access personal information from other countries, including Mexico, countries in Europe, and India. If you are located outside the United States, your information will be transferred to, stored in, and accessed from these countries, which may have different data protection laws than your country. We use contractual and other measures designed to protect information that is transferred.

12. Your Choices and Rights

12.1 Account information and marketing. You can review and update your account information in your account settings or by contacting us. You can opt out of marketing emails using the unsubscribe link in any message; we will still send service and billing communications.

12.2 End Customer Information. If we process your information on behalf of one of our Customers, please direct your request to that business. We will assist the business in responding.

12.3 California residents. If you are a California resident, you have the right to: (a) know what personal information we have collected about you, including the categories and specific pieces of information; (b) delete personal information we collected from you; (c) correct inaccurate personal information; (d) opt out of the sale or sharing of personal information (we do not sell personal information); and (e) not be discriminated against for exercising these rights. We use sensitive personal information, such as account log-in credentials and precise location, only for purposes permitted by California law, so we do not offer a right to limit its use. You may use an authorized agent to make a request. We will verify your request by matching information you provide with information we have.

12.4 California categories. In the past 12 months we have collected the following categories of personal information described in the CCPA, from the sources and for the purposes described in Sections 2 and 5, and disclosed each category for business purposes to the recipients described in Section 7: identifiers; customer records and billing information; commercial information; internet or other electronic network activity; precise geolocation; audio and electronic information (call recordings and AI conversations); professional information (such as job title and employer); and sensitive personal information (account log-in credentials and precise location).

12.5 Other U.S. states. Depending on where you live, you may have rights under your state’s privacy law to access, correct, delete or obtain a copy of your personal information and to opt out of targeted advertising, sales and certain profiling. Many of these laws do not apply to information about individuals acting in a business or employment context. If we deny your request, you may appeal by replying to our response.

12.6 Australia. If you are in Australia, you may request access to or correction of the personal information we hold about you. If you have a complaint about how we handle your personal information, please contact us first; we will respond within 30 days. If you are not satisfied, you may complain to the Office of the Australian Information Commissioner (www.oaic.gov.au).

12.7 New Zealand. If you are in New Zealand, you have the right to request access to and correction of your personal information under the Privacy Act 2020. You may complain to the Office of the Privacy Commissioner (www.privacy.org.nz).

12.8 Canada. If you are in Canada, you may request access to and correction of your personal information and may withdraw your consent to certain uses, subject to legal and contractual restrictions. You may contact the Office of the Privacy Commissioner of Canada (www.priv.gc.ca).

12.9 How to exercise your rights. To exercise any of these rights, contact us as described in Section 16. We will respond within the time required by applicable law. To protect your information, we will verify your identity before responding, for example by asking you to confirm information associated with your account or to log in. You may use an authorized agent to make a request for you; we may require the agent to provide your signed permission and may ask you to verify your identity directly with us. We will not discriminate against you for exercising these rights.

13. Automated Decisions

13.1 We do not use personal information in computer programs to make decisions that could reasonably be expected to significantly affect an individual’s rights or interests, or that produce legal or similarly significant effects, such as decisions about credit, employment, housing or insurance. Our AI features help Users and Customers with tasks such as answering questions, booking appointments within a Customer’s own availability and rules, and drafting content, and Users review AI output before relying on it.

14. Children

14.1 The Services are intended for businesses and are not directed to children. We do not knowingly collect personal information from children under 13 (or the minimum age required in your jurisdiction). If you believe a child has provided us personal information, please contact us and we will delete it.

15. Changes to This Privacy Policy

15.1 We may update this Privacy Policy from time to time. If we make material changes, we will notify you by email, through the Services, or both, before the changes take effect. The “Last Updated” date above shows when this Privacy Policy was last revised.

16. Contact Us

16.1 If you have questions or requests about this Privacy Policy or our privacy practices, contact us at:

Flicent Inc., d/b/a FieldPulse8350 North Central Expressway, Dallas, TX 75206privacy@fieldpulse.com