Privacy Policy

Last updated: February 3, 2026

PacketProspector ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our platform and services.

1. Information We Collect

Account Information

When you create an account or sign up for our services, we collect:

• Contact Information: Name, email address, phone number, company name
• Account Credentials: Email and password (passwords are encrypted)
• Billing Information: Payment card details, billing address (processed securely through our payment providers)
• Company Information: Business name, address, service areas, and team member details

Platform Usage Data

We automatically collect certain information when you use our platform:

• Device Information: IP address, browser type, operating system, device identifiers
• Usage Data: Features accessed, actions taken, time spent on the platform
• Log Data: Access times, pages viewed, errors encountered

Customer Data You Provide

As a platform for ISPs, you may upload or enter data about your customers, including:

• Lead and customer contact information
• Service addresses and locations
• Service plans and billing information
• Communication records and support tickets

You are responsible for ensuring you have proper consent to collect and store this data.

2. How We Use Your Information

We use the information we collect to:

• Provide, maintain, and improve our platform and services
• Process payments and manage your subscription
• Send you important account notifications and service updates
• Provide customer support and respond to your inquiries
• Analyze usage patterns to improve our platform
• Detect, prevent, and address technical issues or security threats
• Comply with legal obligations

3. SMS/Text Message Communications

SMS Messages from PacketProspector

When you provide your mobile phone number and consent to receive SMS messages from PacketProspector, you agree to receive text messages related to your account, including but not limited to:

• Account verification codes and two-factor authentication
• Appointment and installation reminders
• Service outage notifications
• Billing and payment reminders
• Technician arrival notifications
• Important account alerts

Message Frequency: Message frequency varies based on your account activity and communication preferences. You may receive multiple messages per month depending on scheduled appointments, billing cycles, and service events.

Opt-Out: You may opt out of SMS messages at any time by replying STOP to any message you receive. You may also update your communication preferences in your account settings or contact us at [email protected]. After opting out, you will receive a confirmation message and no further SMS messages will be sent unless you re-enable SMS communications.

Help: For assistance with SMS messaging, reply HELP to any message or contact [email protected].

Message and Data Rates: Standard message and data rates may apply. Please contact your mobile carrier for details about your messaging plan.

Third-Party Service Providers: SMS messages are delivered through third-party service providers including Twilio and Azure Communication Services. Your phone number is shared with these providers solely for the purpose of delivering messages to you.

No Sharing for Marketing: We will not sell, rent, loan, trade, lease, or otherwise transfer your phone number or any personal information collected through SMS messaging to any third parties for their promotional or marketing purposes. Your mobile information will not be shared with third parties/affiliates for marketing/promotional purposes. All categories of information disclosed and described above will be shared solely for the purpose of providing services to you.

Carrier Disclaimer: Carriers (AT&T, T-Mobile, Verizon, etc.) are not liable for delayed or undelivered messages.

SMS Messages Sent by ISPs Using Our Platform

Our platform enables ISPs (our business customers) to send SMS notifications to their customers. When ISPs use these features:

• Messages are transmitted through our SMS service providers
• The ISP is responsible for obtaining proper consent from their customers
• The ISP must comply with all applicable SMS regulations (TCPA, CTIA guidelines, etc.)
• Message delivery data is logged for troubleshooting and compliance purposes

If you receive SMS messages from a PacketProspector customer (an ISP using our platform), that ISP's privacy policy governs the use of your information. Reply STOP to any message to opt out of messages from that ISP.

4. Data Sharing and Disclosure

We may share your information in the following circumstances:

• Service Providers: With third-party vendors who help us operate our platform (hosting, payment processing, analytics, SMS delivery)
• Legal Requirements: When required by law, subpoena, or legal process
• Protection of Rights: To protect our rights, property, safety, or that of our users
• Business Transfers: In connection with a merger, acquisition, or sale of assets
• With Your Consent: When you have given us permission

We do not sell your personal information to third parties.

5. Data Security

We implement industry-standard security measures to protect your information:

• Encryption of data in transit (TLS/SSL) and at rest
• Secure cloud infrastructure (Microsoft Azure)
• Role-based access controls and authentication
• Regular security assessments and monitoring
• Employee security training

While we strive to protect your information, no method of transmission or storage is 100% secure. Please use strong passwords and protect your account credentials.

6. Data Retention

We retain your information for as long as your account is active or as needed to provide services. After account termination:

• Account data is retained for 30 days to allow for reactivation
• After 30 days, personal data is deleted or anonymized
• Some data may be retained longer for legal, tax, or compliance purposes
• Backup copies are deleted within 90 days

7. Your Rights and Choices

Depending on your location, you may have certain rights regarding your personal information:

• Access: Request a copy of your personal data
• Correction: Request correction of inaccurate information
• Deletion: Request deletion of your personal data
• Export: Request your data in a portable format
• Opt-Out: Opt out of marketing communications

To exercise these rights, contact us at [email protected].

8. Multi-Tenant Data Isolation

PacketProspector is a multi-tenant platform. Each tenant's (ISP's) data is logically isolated:

• Your data is only accessible to your organization and authorized users
• Other tenants cannot access your data
• We do not share data between tenants
• Administrative access is logged and audited

9. Cookies and Tracking

We use cookies and similar technologies to:

• Essential Cookies: Required for authentication and platform functionality
• Analytics Cookies: Help us understand how you use our platform
• Preference Cookies: Remember your settings (theme, language)

You can control cookies through your browser settings.

10. International Data Transfers

Your information may be transferred to and processed in the United States and other countries where our service providers operate. We ensure appropriate safeguards are in place for international transfers.

11. Children's Privacy

Our platform is not intended for children under 18. We do not knowingly collect information from children under 18. If you believe we have collected such information, please contact us immediately.

12. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by posting the new policy on our website and, where appropriate, by email. Your continued use after changes take effect constitutes acceptance.

13. Contact Us

If you have questions about this Privacy Policy or our privacy practices: