Privacy Policy

This Privacy Policy explains what information SmartLoop collects, how we use it, who we share it with, and the choices you have. It covers our marketing site and the SmartLoop application.

1. Information we collect

Account information

When you sign up, our authentication provider (Clerk) collects your name, email address, and login credentials. We never see or store your password. We also store your organization (workspace) name and the roles of the people you invite.

Customer Data

To run the Service, we process the data you connect or collect: survey responses and free-text comments from your customers, and the technician, client, and ticket records synced from your PSA. This may include the names and email addresses of your technicians and your customers’ contacts.

Usage and device data

Like most web applications, we collect basic usage and device information (such as pages visited, actions taken, browser type, and IP address) to operate, secure, and improve the Service.

2. How we use information

• To provide, maintain, and secure the Service;
• To generate your dashboards, alerts, reports, and AI-generated insights;
• To send transactional and notification emails (for example, detractor alerts and scheduled reports);
• To respond to support requests and communicate with you; and
• To detect, prevent, and address fraud, abuse, and security issues.

3. How we share information

We do not sell your personal information. We share information only with the service providers (sub-processors) that help us run the Service, and only as needed to provide it:

We may also disclose information if required by law, to protect our rights or the safety of others, or in connection with a merger or acquisition (in which case we will continue to protect your information under terms consistent with this policy).

4. AI processing

When we generate insights, we send the relevant survey responses to Anthropic’s API. Under our agreement, that data is not used to train Anthropic’s models and is processed only to return results to you. You can read more on our Security page.

5. Data retention

We retain Customer Data for as long as your account is active and as needed to provide the Service. After your account is closed, we make your data available for export for a limited period and then delete or de-identify it in the ordinary course, unless we are required to keep it longer for legal or accounting reasons.

6. Security

We use technical and organizational measures to protect your information, including encryption in transit and at rest, strict tenant isolation, role-based access, and audit logging. See our Security page for details.

7. Your rights and choices

Depending on where you live, you may have the right to access, correct, delete, or export your personal information, or to object to or restrict certain processing. We act as a processor for the Customer Data your organization controls; if you are an end customer whose response we collected on behalf of an MSP, please contact that MSP, or contact us and we will route your request. To exercise your rights, email privacy@smartloop.me.

8. International data transfers

Our providers may process data in the United States and other countries. Where required, we rely on appropriate safeguards for cross-border transfers.

9. Cookies

We use strictly necessary cookies for authentication and session management, and limited analytics to understand and improve usage. We do not use cookies to sell your data.

10. Children’s privacy

The Service is intended for businesses and is not directed to children under 16. We do not knowingly collect personal information from children.

11. Changes to this policy

We may update this Privacy Policy from time to time. If we make material changes, we will update the date above and, where appropriate, notify you.

12. Contact

Questions or requests? Email privacy@smartloop.me.