NexiOps Privacy Policy

This Privacy Policy explains how NexiOps ("NexiOps", "we", "us") collects, uses, discloses, and safeguards personal information when you use our workforce and call center management platform, websites, and related services (collectively, the "Services"). By using the Services, you agree to the practices described here.

1. Scope

This Policy applies to information we process as a controller for our own purposes (e.g., account administration, billing, support) and, where applicable, as a processor/service provider acting on behalf of our business customers in connection with contact center and telephony features. When acting as a processor, we only process data per our customers’ instructions and our contracts with them.

2. Information We Collect

• Account & Profile Data: name, email, password (hashed), role, company affiliation, preferences.
• Usage & Device Data: IP address, device and browser metadata, log files, diagnostics, and interaction events for security and analytics.
• Telephony/Communications Data: call metadata (numbers, timestamps, durations), call recordings/transcripts if enabled, voicemail, DTMF and SIP/SDK diagnostics. We use trusted providers (e.g., Twilio) to deliver these features.
• Payment & Billing: subscription tier, invoices, and payment status. Payment details are handled by third-party processors (e.g., Stripe/PayPal) and not stored by NexiOps.
• Support Content: messages, attachments, and feedback you provide.
• Cookies & Similar Tech: essential cookies for authentication and session management; optional analytics/performance cookies where permitted by law.

3. Sources of Information

We collect information directly from you, automatically from your use of the Services, from your employer or organization (if using a managed account), and from third-party service providers that help deliver our features.

4. How We Use Information

• Provide, secure, and maintain the Services (including telephony, call routing, analytics, quality assurance, and workforce tools).
• Authenticate users and prevent fraud, abuse, and security threats.
• Improve and develop the Services, including troubleshooting and performance optimization.
• Provide customer support and communicate service updates.
• Comply with legal obligations and enforce our Terms.
• Process payments and manage subscriptions.

5. Legal Bases (EEA/UK)

Where GDPR/UK GDPR applies, we rely on one or more of the following legal bases: performance of a contract, legitimate interests (e.g., securing and improving the Services), compliance with legal obligations, and consent where required (e.g., certain cookies or call recordings where mandated by law).

6. How We Share Information

• Service Providers/Processors: cloud hosting (e.g., AWS), communications (e.g., Twilio), analytics, email, and payment processors. They may access data only to perform services for us under contractual safeguards.
• Business Customers: if you use NexiOps under your employer’s account, certain data (e.g., calls, analytics, performance metrics) may be visible to your organization per its settings and policies.
• Legal/Compliance: to comply with law, respond to lawful requests, enforce our Terms, or protect rights, property, and safety.
• Business Transfers: in connection with a merger, acquisition, or sale of assets, subject to appropriate safeguards.

7. International Transfers

We may transfer, store, and process information in countries other than where it was collected. Where required, we use appropriate safeguards (e.g., Standard Contractual Clauses) to protect transferred data.

8. Data Retention

We retain personal information for as long as necessary to provide the Services, comply with legal obligations, resolve disputes, and enforce agreements. Recording retention periods can be configured by customers; otherwise we apply reasonable defaults.

9. Security

We implement technical and organizational measures to protect personal information, including encryption in transit, access controls, and auditing. No system is 100% secure; please keep your credentials confidential and notify us of any suspected compromise.

10. Your Rights

Depending on your location, you may have rights to access, correct, delete, or restrict processing of your personal information, and to data portability. You may also object to certain processing. Where we rely on consent, you can withdraw it at any time. To exercise rights, contact us using the details below. If you are an end user under an organization’s account, please contact your administrator first.

11. Children’s Privacy

Our Services are not directed to children under 16, and we do not knowingly collect personal information from them.

12. Region‑Specific Notices

• California (CCPA/CPRA): we act as a business for our own site/app data and as a service provider for customer data. We do not sell personal information or share it for cross‑context behavioral advertising. You may exercise California privacy rights as described above.
• EEA/UK: you may lodge a complaint with your local supervisory authority. Our lawful bases are described in Section 5.

13. Changes to this Policy

We may update this Policy from time to time. Material changes will be posted on this page with an updated “Last updated” date, and we may provide additional notice where appropriate.

14. Contact Us

For questions or requests, contact: legal@nexiops.com.