Service Pack provides an AI platform to call center agents, offering real-time feedback on customer sentiment and guidance during customer calls. Service Pack is dedicated to respecting and safeguarding individuals’ privacy rights. This Privacy Policy outlines the privacy practices followed by Service Pack (“Service Pack” or “we” or “us” or “our”) when collecting, using, securing, and disclosing personal data. Servicepack Software Technologies India Private Limited operates servicpack.ai and may operate other websites.

COLLECTION OF PERSONAL DATA

Information you directly or voluntarily provide us:

Service Pack collects information directly provided by you through the following means:

• When you fill the ‘SCHEDULE A DEMO’ form to raise queries/concerns, we collect personal data such as your name, email address, and any other personal information shared in the message text box. We collect this data to provide you with a product demo and engage you with our platform.
• When you contact our Sales team via email/calls, we collect personal data such as name, email address, phone number, location, etc.
• When you apply for job openings posted on third-party job portals, we may collect your personal details from your CV.

Information we automatically collect from you:

We may automatically collect information about you when you use our site or services. For example, if you access our site through a computer, we will automatically collect information such as your browser type and version, computer and connection information, IP address, and standard web log information.

Information we collect from third-party analytics services:

We work with third-party analytics services (e.g., Google Analytics, Adroll) to collect information about your site usage. These analytics tools use cookies to gather information about the content you view, the websites you visit before and after ours, and your system and geographic information. If you wish to opt out of personalized ads, please refer to the instructions provided in this article.

Information we collect when customers use our an AI platform:

When customers use our platform, we receive call recordings for transcription and reporting purposes. Call recordings may contain personal details of the end customer and agents. The personal information of the end customer may vary depending on the call nature and the customer’s Line of Business (e.g., insurance, fintech). Call recordings capture personal information such as names and agent locations.

PURPOSE OF DATA COLLECTION

As a data controller, Service Pack uses personal data of customers, prospective customers, employment candidates, and website visitors for the following purposes:

• Understand and analyze how our users utilize our services and websites to improve our offerings.
• Assess queries, requirements, and process applications for products and services.
• Market our products and services to customers and prospective customers.
• Perform recruitment activities.
• As a data processor, Service Pack is contractually obligated to process call recordings, containing personal data of end customers and agents, through the an AI platform to generate insights and reports.

HOW LONG DO WE RETAIN YOUR PERSONAL INFORMATION

We retain your personal information for as long as necessary to provide the requested services or for other essential purposes such as complying with legal obligations, resolving disputes, and enforcing our policies.

PROTECTION OF PERSONALLY-IDENTIFYING INFORMATION

Service Pack has implemented reasonable physical, technical, and administrative security measures to protect personal information from loss, misuse, alteration, or destruction. Our service providers and agents are contractually bound to maintain the confidentiality of personal information and may not use it for any unauthorized purposes. We ensure that our service providers adhere to the same level of data protection as required by applicable data protection laws and regulations through formally executed contracts.

WHO DO WE SHARE YOUR DATA WITH?

Your personal data may be transferred to the following third parties:

• Google Analytics: We work with third-party analytics services (Google Analytics) to collect information about your site usage through the use of cookies.
• Promotional and Marketing agency: We utilize a third-party promotional and marketing agency (Lead Generator) to send promotional emails to our customers and prospective customers.

COOKIES

A cookie is a string of information that a website stores on a visitor’s computer, which the visitor’s browser provides to the website each time they return. We use cookies to identify and track visitors, their website usage, and their access preferences. For detailed information on how we use cookies, please refer to our cookie policy.

CHILDREN

Our website and services are not intended for children under the age of 13. Service Pack does not knowingly collect personally identifiable information from individuals under the age of 13. If you are a parent of a child under 13 and believe that your child has provided us with personal information, please contact us at contact@servicepack.ai.

BUSINESS TRANSFERS

In the event that Servicepack Software Technologies India Private Limited, or a substantial portion of its assets, is acquired, or in the unlikely event of Servicepack Software Technologies India Private Limited going out of business or entering bankruptcy, user information may be one of the transferred or acquired assets by a third party. You acknowledge that such transfers may occur and that any acquirer of Servicepack Software Technologies India Private Limited may continue to use your personal information as outlined in this policy.

PRIVACY POLICY CHANGES

Although most changes are likely to be minor, we may update our Privacy Policy periodically and at our sole discretion. We encourage our users and website visitors to regularly check this page for changes. If you have a Service Pack account, you may also receive notifications regarding these changes. By continuing to use this site after any changes to this Privacy Policy, you accept and agree to the updated policy.

QUESTIONS, CONCERNS, OR COMPLAINTS

If you have any questions, concerns, or complaints regarding this Privacy Policy, please contact our Privacy team at contact@servicepack.ai.