Privacy Policy

0Overview

PinnacleVoice Networks, LLC ("PinnacleVoice," "PVN," "we," "us," or "our") is committed to protecting the privacy and security of your personal information. This Privacy Policy describes how we collect, use, disclose, and safeguard information when you use our contact center software platform, visit our website at pinnaclevoicenetworks.com, or interact with our services.

By accessing or using our services, you agree to the collection and use of information in accordance with this policy. If you do not agree with the terms of this policy, please discontinue use of our services.

1Information We Collect

1.1 Information You Provide Directly

When you register for an account, request a demo, or contact us, we may collect:

• Name, job title, and company name
• Business email address and phone number
• Billing information (processed via PCI-compliant third-party payment processors; we do not store full card numbers)
• Communications you send us (emails, support tickets, demo requests, form submissions)
• Information provided during account setup and onboarding

1.2 Information Generated Through Platform Use

When you and your agents use the PinnacleVoice platform, we collect:

• Call data: Call logs, durations, recordings (where enabled), call dispositions, and agent performance metrics
• Contact data: Contact records, notes, and activity history you enter into the built-in CRM
• Communication data: SMS messages sent and received, email activity, and campaign data processed through our platform
• Usage data: Features used, session duration, click patterns, and platform configuration settings
• AI-generated data: Call transcriptions, sentiment scores, and lead scores generated by our AI processing engine

1.3 Automatically Collected Information

When you visit our website, we automatically collect:

• IP address and approximate geographic location
• Browser type, version, and operating system
• Pages visited, time spent, and referring URLs
• Device identifiers and screen resolution
• Cookie data (see Section 5)

1.4 Third-Party Integrations

If you connect third-party services (Salesforce, HubSpot, Zoho, etc.) to your PinnacleVoice account, we may receive data from those platforms as necessary to operate the integration. Your use of connected third-party services is governed by those providers' own privacy policies.

2How We Use Your Information

We use the information we collect for the following purposes:

We will never use your data to train AI models for sale to third parties, nor will we use contact data stored in your CRM for any purpose other than operating the service you've contracted for.

3Information Sharing & Disclosure

We do not sell, rent, or trade your personal information. We may share information in the following limited circumstances:

3.1 Service Providers

We engage trusted third-party vendors to help operate our platform. These vendors are contractually bound to use your data only as directed by us and in accordance with this policy. Our key service providers include:

• Cloud infrastructure: Amazon Web Services (AWS), hosting and data storage
• Payment processing: Stripe. PCI-DSS Level 1 certified payment handling
• Communications: Twilio, voice and SMS carrier services
• Analytics: Aggregated, anonymized usage analytics tools
• Email delivery: Transactional email services for account notifications

3.2 Legal Requirements

We may disclose information if required to do so by law or in the good-faith belief that such disclosure is necessary to: (a) comply with a legal obligation or government request; (b) protect and defend the rights or property of PinnacleVoice; (c) prevent or investigate possible wrongdoing; (d) protect the personal safety of users or the public.

3.3 Business Transfers

In the event of a merger, acquisition, or sale of all or a portion of our assets, your information may be transferred as part of that transaction. We will notify you via email or prominent notice on our website prior to any such transfer and any changes to this Privacy Policy.

4Cookies & Tracking Technologies

We use cookies and similar technologies (pixels, web beacons, local storage) to operate our website and platform. Here is what we use and why:

You can control cookies through your browser settings. Note that disabling certain cookies may affect platform functionality. To opt out of analytics tracking, you may use standard browser Do Not Track signals or contact us directly.

5Data Security

PinnacleVoice implements industry-leading technical and organizational security measures to protect your information from unauthorized access, alteration, disclosure, or destruction. Our security practices include:

• 256-bit AES encryption for all data at rest
• TLS 1.3 encryption for all data in transit (A+ rating on SSL Labs)
• SOC 2 Type II certification. independently audited annually
• Role-based access controls limiting data access to authorized personnel
• Multi-factor authentication required for all PinnacleVoice staff access
• Annual third-party penetration testing by certified security firms
• 24/7 security monitoring with automated anomaly detection
• Redundant cloud infrastructure across multiple availability zones

In the event of a data breach that affects your personal information, we will notify you in accordance with applicable law, typically within 72 hours of discovery where required under GDPR.

While we take extensive precautions, no security system is impenetrable. We encourage you to use strong passwords and enable multi-factor authentication on your PinnacleVoice account.

6Data Retention

We retain your personal information for as long as necessary to fulfill the purposes outlined in this policy, unless a longer retention period is required by law:

Upon account termination, you may request an export of your data within 90 days. After that period, data is securely deleted from our systems except where retention is required by law.

7Your Rights & Choices

Regardless of where you are located, you have the following rights regarding your personal information:

• Access: Request a copy of the personal information we hold about you
• Correction: Request correction of inaccurate or incomplete information
• Deletion: Request deletion of your personal information (subject to legal retention requirements)
• Portability: Request your data in a machine-readable format
• Objection: Object to processing based on legitimate interests
• Restriction: Request restriction of processing in certain circumstances
• Marketing opt-out: Unsubscribe from marketing emails at any time via the unsubscribe link or by emailing support@pvndialer.com

To exercise any of these rights, contact us at support@pvndialer.com. We will respond to all verifiable requests within 30 days.

8GDPR. EU & UK Residents

If you are located in the European Economic Area (EEA) or United Kingdom, you have additional rights under the General Data Protection Regulation (GDPR) or UK GDPR.

Data Controller

PinnacleVoice Networks, LLC acts as the data controller for information collected through our website and marketing activities. For data processed through our platform on behalf of our customers, PinnacleVoice acts as a data processor and our customers are the data controllers.

International Data Transfers

Your information may be transferred to and processed in the United States. We rely on Standard Contractual Clauses (SCCs) approved by the European Commission and participation in the EU-US Data Privacy Framework for such transfers.

Right to Lodge a Complaint

You have the right to lodge a complaint with your local data protection supervisory authority if you believe our processing of your personal data violates applicable law.

9CCPA. California Residents

If you are a California resident, the California Consumer Privacy Act (CCPA) and California Privacy Rights Act (CPRA) grant you specific rights:

• Right to Know: Request disclosure of personal information collected, used, disclosed, and sold in the past 12 months
• Right to Delete: Request deletion of personal information we have collected
• Right to Correct: Request correction of inaccurate personal information
• Right to Opt-Out: Opt out of the sale or sharing of personal information (we do not sell personal information)
• Right to Non-Discrimination: You will not be discriminated against for exercising your CCPA rights

California residents may submit requests via email at support@pvndialer.com or by calling (307) 301-9016. We will verify your identity before processing requests.

In the preceding 12 months, PinnacleVoice has not sold personal information to any third party.

10Children's Privacy

Our services are not directed to individuals under the age of 18. We do not knowingly collect personal information from children. If we learn we have collected information from a child without parental consent, we will delete that information promptly. If you believe we have collected information from a child, please contact us at support@pvndialer.com.

11Changes to This Policy

We may update this Privacy Policy periodically to reflect changes in our practices, technology, legal requirements, or other factors. When we make material changes, we will:

• Update the "Last Updated" date at the top of this policy
• Send an email notification to all account holders
• Display a prominent notice on our platform for 30 days

Your continued use of our services after changes take effect constitutes your acceptance of the revised policy. We encourage you to review this policy periodically.

12Contact Us

For questions, concerns, or requests related to this Privacy Policy or your personal information, please contact us:

We will acknowledge receipt of your request within 5 business days and resolve it within 30 days, or notify you if additional time is required.