Privacy Policy

Last updated: December 17, 2025

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

Our platform enables you to send SMS notifications to your customers. When you use these features:

• Messages are transmitted through Azure Communication Services
• You are responsible for obtaining proper consent from your customers
• You must comply with all applicable SMS regulations (TCPA, etc.)
• Message delivery data is logged for troubleshooting and compliance

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.

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: