Privacy Policy

RevBooker, a service of Revica.io, LLC Effective date: 14th October, 2024

1. Introduction

RevBooker, a service of Revica.io, LLC (“RevBooker,” “we,” “us,” or “our”) is committed to protecting the privacy of our users (“user,” “you,” or “your”). This Privacy Policy describes how we collect, use, store, and disclose information about users of our AI receptionist service, website (www.revbooker.com), and related services (collectively, the “Service”).

As an AI-powered communication service, we understand the sensitive nature of business communications and the trust you place in us to handle your data responsibly. This privacy policy is designed to provide you with clear, detailed information about our data practices and your rights regarding your information.

2. Key Terms

To help you better understand our privacy practices, we’ve defined several important terms used throughout this policy:

“Personal Information” refers to any information that identifies or can be used to identify you, whether directly (such as your name or email address) or indirectly (such as a unique identifier or combination of data points).
“Call Data” encompasses all information related to calls handled by our AI system, including audio recordings, transcripts, and associated metadata such as time stamps, call duration, and routing information.
“Usage Data” describes information about how you interact with our Service, including patterns of use, feature adoption, and system performance metrics that help us improve our service quality.
“AI Training Data” refers to the carefully processed and anonymized data sets we use to improve our AI systems’ performance, understanding, and natural language capabilities.
“Business Information” includes details about your business operations that you share with us or that we collect through our Service, such as operating hours, service offerings, and business procedures.
“Technical Data” comprises information about the technical environment in which you use our Service, including device specifications, network configurations, and system settings.

3. Information We Collect

3.1. Information You Provide

When you use our Service, you actively provide us with several types of information:

Account Information: During registration and account setup, you provide basic business and contact information, including your name, email address, phone number, and business details. This information is essential for creating and managing your account and providing our core services.

Payment Information: To process payments for our Service, you provide payment details such as credit card information or banking details. We handle this sensitive information in accordance with PCI DSS requirements and never store complete payment card numbers on our servers.

Business Operations Details: You share information about your business hours, operational procedures, and service preferences to customize your AI receptionist. This may include specific instructions for call handling, business rules, and customer service protocols that help our AI system accurately represent your business.

Voice Customization Data: If you choose to customize your AI receptionist’s voice or responses, you may provide voice samples or specific phraseology preferences. This information helps us tailor the AI’s communication style to match your business’s tone and brand.

Contact and Customer Information: You may upload or provide contact lists, customer preferences, and other business-related data that helps our AI system better serve your customers. This information is treated with strict confidentiality and used only for providing our Service.

3.2. Information We Collect Automatically

Through your use of our Service, we automatically collect:

Call-Related Data: Our system automatically records and processes all calls handled by the AI receptionist. This includes:

Complete audio recordings of conversations
Text transcripts generated from these calls
Interaction patterns between callers and the AI
Call quality metrics and performance data
Routing decisions and outcomes

Service Performance Data: We collect detailed metrics about how our Service performs, including:

Response accuracy and understanding rates
Call handling efficiency
System uptime and reliability measures
Error rates and types
Feature usage statistics

Technical Environment Information: To ensure optimal service delivery, we gather:

Device and browser specifications
Network connection quality data
API integration performance metrics
System configuration details
Error logs and diagnostic information

3.3. Information From Third Parties

We receive additional information about you from various third-party sources:

Payment and Financial Services: Our payment processors provide us with transaction statuses, payment verifications, and fraud prevention alerts. This information helps us maintain secure and reliable payment processing.

Integration Partners: When you use our Service with other business tools, we receive relevant integration data such as calendar availability, CRM updates, or communication preferences through our API connections.

Business Verification Services: To maintain service integrity, we may receive business verification data from identity verification services, credit reporting agencies, or business information providers.

Public Sources: We may collect publicly available information about your business from government databases, professional directories, or other public records to enhance our service accuracy.

4. How We Use Your Information

4.1. Core Service Operations

Our primary use of your information centers on delivering and maintaining our AI receptionist service effectively:

Service Delivery: We process your call data and business information in real-time to provide accurate and efficient call handling. This includes analyzing incoming calls, determining appropriate responses, and managing call routing based on your specified preferences and business rules. Our AI system uses your configured parameters to make informed decisions about how to handle each interaction.

Account Management: We utilize your account information to maintain and optimize your service configuration, process your subscription payments, and ensure your access to all appropriate features and functions. This includes monitoring your service usage, managing your subscription status, and maintaining accurate billing records.

Quality Assurance: To maintain high service standards, we continuously monitor call quality, AI performance, and system reliability. This involves analyzing call patterns, reviewing AI decision accuracy, and identifying areas for improvement in our service delivery. We use this information to make real-time adjustments to enhance call handling quality.

Technical Support: When you contact our support team, we use your account information and service history to provide efficient, contextualized assistance. This includes reviewing recent call logs, system configurations, and any reported issues to quickly resolve technical problems or address service concerns.

4.2. AI Training and Improvement

The continuous improvement of our AI system is crucial for providing superior service:

Model Training: We carefully process and anonymize selected call data to train our AI models, improving their ability to understand different accents, speaking patterns, and business contexts. This training process removes all personally identifiable information while preserving the linguistic and contextual patterns that help our AI system better serve all users.

Speech Recognition Enhancement: Through analysis of voice interactions, we improve our system’s ability to accurately understand various speech patterns, accents, and industry-specific terminology. This process involves studying phonetic patterns and language usage while maintaining strict privacy controls.

Natural Language Processing: We analyze conversation flows and response patterns to enhance our AI’s ability to engage in natural, context-appropriate dialogue. This includes studying successful call resolutions, identifying common customer inquiries, and optimizing response strategies.

Performance Optimization: By examining system performance metrics, we continuously refine our AI’s decision-making capabilities, response time, and accuracy. This involves analyzing call handling patterns, studying error cases, and implementing improvements to prevent similar issues in the future.

4.3. Analytics and Business Intelligence

We process service data to provide valuable insights and improve user experience:

Usage Analysis: We conduct detailed analysis of service usage patterns to understand how businesses utilize our features and identify opportunities for service enhancement. This includes studying peak usage times, popular features, and common use cases to optimize service delivery.

Performance Reporting: We generate comprehensive reports on service performance, including call handling statistics, response accuracy rates, and system reliability metrics. These reports help us maintain service quality and provide you with insights into your business’s communication patterns.

Business Insights: Through analysis of aggregated call data and service usage patterns, we identify trends and patterns that can help improve business operations. This may include peak call times, common customer inquiries, and service efficiency metrics, all provided in an anonymized format.

5. AI-Specific Privacy Considerations

5.1. AI Training Data Usage

We implement rigorous controls over how AI training data is processed and used:

Anonymization Protocol: Our sophisticated anonymization process removes or obscures all personally identifiable information from call data before it enters our AI training pipeline. This includes:

Removing names, addresses, and contact information
Obscuring financial and health-related details
Stripping business-specific identifying information
Generalizing unique identifiers and specific references

Voice Pattern Protection: We employ advanced voice processing techniques to protect individual privacy while maintaining the acoustic patterns necessary for improving our speech recognition:

Separating voice characteristics from speaker identity
Aggregating voice patterns across multiple users
Implementing voice anonymization techniques
Maintaining strict access controls to voice data

Data Retention Controls: We maintain clear policies regarding the retention and use of AI training data:

Original call recordings are retained for 90 days
Transcripts are kept for one year
Anonymized training data is retained indefinitely
Regular audits ensure compliance with retention policies

5.2. AI Model Privacy

We implement comprehensive security measures for our AI systems:

Model Architecture Security: Our AI models are designed with privacy-preserving architectures that:

Separate personal data from training patterns
Implement differential privacy techniques
Maintain data minimization principles
Prevent model inversion attacks

Training Data Protection: We employ multiple layers of protection for training data:

Encrypted storage systems
Segregated training environments
Access control matrices
Audit logging systems
Regular security assessments

Inference Privacy: During real-time operation, our AI system:

Processes data in isolated environments
Implements secure computation techniques
Maintains call data segregation
Enforces strict access controls
Monitors for privacy violations

6. Data Sharing and Disclosure

6.1. Service Providers

We carefully select and monitor third-party service providers who assist in delivering our service:

Infrastructure Providers: Our cloud infrastructure providers maintain the highest levels of security certification and compliance. They provide:

Secure data center facilities
Encrypted storage systems
Network security controls
Compliance frameworks
Regular security audits

Payment Processors: We work with PCI-DSS compliant payment processors who:

Handle all direct payment card processing
Maintain separate security environments
Implement fraud prevention measures
Provide secure payment interfaces
Monitor for suspicious activities

7. Data Security and Protection

7.1. Technical Security Measures

We implement a comprehensive, defense-in-depth approach to security:

Infrastructure Security: Our enterprise-grade security infrastructure provides multiple layers of protection for your data:

Military-grade encryption (AES-256) for all data at rest and in transit
Advanced firewall systems with real-time threat detection and blocking
Sophisticated intrusion detection and prevention systems (IDS/IPS) monitoring network traffic 24/7
DDoS mitigation systems capable of handling large-scale attacks
Network segmentation that isolates critical systems and data
Continuous security monitoring with automated alerts and response protocols
Regular vulnerability scanning and assessment programs
Third-party penetration testing conducted quarterly
Redundant backup systems with geographic distribution
Comprehensive disaster recovery capabilities with regular testing

Access Security: We maintain strict access controls through:

Multi-factor authentication required for all system access
Role-based access control (RBAC) with principle of least privilege
Secure session management with automatic timeouts and monitoring
Complex password policies aligned with NIST guidelines
Comprehensive access logging and regular access review cycles
Real-time activity monitoring for suspicious behavior
Device verification for all administrative access
IP-based access restrictions and whitelisting

7.2 Organizational Security Measures

Our security program encompasses both technical and human elements:

Security Programs: We maintain comprehensive security programs including:

Documented information security policies aligned with ISO 27001
Regular security awareness training for all employees
Incident response plans with defined roles and responsibilities
Business continuity plans tested quarterly
Regular risk assessments and mitigation planning
Vendor security assessment program
Compliance monitoring and reporting
Industry security certifications and regular audits

Personnel Security: Our staff undergoes rigorous security screening:

Comprehensive background checks before employment
Security clearance requirements for sensitive roles
Signed confidentiality agreements and NDAs
Regular access reviews and privilege audits
Mandatory security training and testing
Continuous performance monitoring
Clearly defined security responsibilities
Strict termination procedures with immediate access revocation

8. User Rights and Controls

8.1. Access Rights

We provide comprehensive data access and control capabilities:

Data Access: Users have the right to access their information through:

Self-service portal access to account information
Automated data export tools in standard formats
Detailed processing logs and history
Complete disclosure of data recipients
Clear retention period information
Documentation of data sources
Multiple format options for data access
Standardized portable data formats

Data Control: Users maintain control over their information through:

Real-time information update capabilities
Granular preference management systems
Comprehensive consent management tools
Processing restriction options
Clear objection mechanisms
Data export functionality
Deletion request processing

8.2 Communication Controls

We provide detailed control over all communications:

Marketing Communications: Users can manage marketing preferences through:

Granular email preference center
SMS opt-in/opt-out management
Call preference settings
Postal mailing preferences
Newsletter subscription controls
Product update notifications
Event invitation preferences
Frequency control options

Service Communications: Essential service messages are managed through:

Critical account notification settings
Security alert preferences
Service update notifications
Maintenance window alerts
Emergency communication protocols
Legal notice delivery preferences
Privacy update notifications
Terms change communications

9. Technical Implementation

9.1 System Architecture

Our infrastructure is designed for security and privacy:

Security Components: The system architecture includes:

Enterprise-grade load balancers with security features
Next-generation web application firewalls
Secure API gateway infrastructure
Multi-factor authentication services
Military-grade encryption modules
Real-time monitoring systems
Redundant backup infrastructure
Geographic disaster recovery capabilities

Privacy Controls: We implement privacy by design through:

Data segregation at multiple levels
Granular access management systems
Comprehensive audit logging
Privacy-preserving computation techniques
Advanced anonymization tools
Consent management framework
Rights management system
Automated data lifecycle controls

9.2 Integration Security

Our integration framework ensures secure third-party connections:

API Security: All integrations are secured through:

OAuth 2.0 authentication with refresh tokens
Role-based authorization controls
Intelligent rate limiting systems
Strict input validation
Secure output encoding
Comprehensive error handling
Real-time monitoring
Version control and deprecation management

Partner Requirements: We mandate security standards for partners:

Regular security assessments
Compliance verification processes
Technical standard adherence
Detailed service level agreements
Incident response protocols
Regular audit requirements
Clear termination procedures

10. Special Category Data Protection

10.1 Sensitive Data Handling

We implement enhanced protections for sensitive information:

Special Categories: Enhanced protection for:

Healthcare-related communications
Financial transactions and data
Government identification information
Biometric data processing
Religious or philosophical beliefs
Political affiliations
Trade union membership
Genetic information processing

Protected Classes: Additional safeguards for information relating to:

Age verification and protection
Gender identity and expression
Racial or ethnic origin
Disability status information
Veteran status verification
Citizenship documentation
Other legally protected characteristics

10.2 Vulnerable User Protection

We provide enhanced protections for vulnerable users:

Protected Groups: Special handling for:

Minors under 13 (COPPA compliance)
Elderly user assistance
Accessibility requirements
Language assistance services
Emergency situation handling
Healthcare-related calls
Legal service inquiries

11. Incident Management

11.1 Security Incident Response

We maintain comprehensive incident response procedures:

Detection and Response: Our security incident management program includes:

Advanced threat detection systems operating 24/7 to identify potential security breaches
Automated alert systems for suspicious activities
Dedicated incident response team with defined roles and responsibilities
Detailed investigation protocols for different types of security events
Containment procedures to limit potential damage
Evidence preservation methods that maintain chain of custody
Root cause analysis processes
Post-incident review and improvement procedures

Notification Framework: Our incident communication plan encompasses:

Tiered notification protocols based on incident severity
Automated user notification systems for affected accounts
Required regulatory reporting procedures
Law enforcement liaison protocols
Strategic partner communication channels
Public relations management procedures
Stakeholder update processes
Comprehensive documentation requirements

11.2 Privacy Incident Management

We handle privacy incidents with particular care:

Assessment and Response: Our privacy incident handling includes:

Immediate impact assessment of potential data exposure
Data subject identification and notification procedures
Regulatory compliance evaluation
Containment and remediation planning
Investigation documentation requirements
Communication strategy development
Follow-up action implementation
Preventive measure enhancement

Notification Procedures: We maintain clear communication protocols:

Direct notification to affected individuals
Regulatory authority reporting procedures
Law enforcement coordination when necessary
Insurance provider notification process
Legal counsel consultation procedures
Board of directors briefing protocols
Media response management
Internal stakeholder communications

12. Business Continuity

12.1 Service Continuity Planning

We maintain comprehensive business continuity measures:

Disaster Recovery: Our disaster recovery program includes:

Multiple redundant systems across geographic locations
Real-time data replication and backup processes
Automated failover capabilities
Regular recovery testing procedures
Documented recovery time objectives (RTO)
Defined recovery point objectives (RPO)
Emergency response procedures
Business impact analysis updates

Continuity Testing: We regularly verify our continuity capabilities through:

Scheduled disaster recovery exercises
Table-top scenario testing
Staff training and awareness programs
Documentation review and updates
Resource availability verification
Supplier capability assessment
Technology upgrade evaluation
Process improvement implementation

13. Regulatory Framework

13.1 Compliance Program

Our comprehensive compliance program addresses multiple regulatory requirements:

Global Compliance: We maintain compliance with:

General Data Protection Regulation (GDPR)
California Consumer Privacy Act (CCPA)
California Privacy Rights Act (CPRA)
Virginia Consumer Data Protection Act (VCDPA)
Colorado Privacy Act (CPA)
Other state and international privacy laws

Industry Standards: We adhere to:

SOC 2 Type II certification requirements
ISO 27001 information security standards
PCI DSS payment processing standards
NIST cybersecurity framework
Cloud security alliance guidelines
Industry-specific security protocols

13.2 Compliance Monitoring

We actively monitor and maintain compliance through:

Internal Controls: Our compliance monitoring includes:

Regular internal audits and assessments
Automated compliance monitoring tools
Policy effectiveness reviews
Staff training and certification tracking
Vendor compliance verification
Documentation maintenance
Change management procedures
Regular reporting to leadership

External Validation: We undergo regular external verification:

Annual third-party audits
Independent security assessments
Regulatory examinations
Certification maintenance
Compliance testing
Vulnerability assessments

14. International Operations

14.1 Cross-Border Data Transfers

We maintain strict controls over international data movement:

Transfer Mechanisms: Our international data transfers are governed by:

Standard Contractual Clauses (SCCs)
Binding Corporate Rules (BCRs)
Adequacy decisions where applicable
Additional safeguard measures
Transfer impact assessments
Technical security controls
Regular compliance reviews

Regional Requirements: We address specific regional requirements through:

Local data protection officer appointments
Regional representative designation
Local regulatory registrations
Country-specific notifications
Required certifications maintenance
Regulatory reporting compliance
Local partnership management

15. Legal Framework

15.1 Governing Law and Jurisdiction

Our legal framework is based in Texas law while respecting international requirements:

Legal Basis: This Policy is governed by:

Texas State Law as primary jurisdiction
U.S. Federal Law requirements
International legal obligations
Industry-specific regulations
Contractual commitments
Regulatory decisions
Legal precedents
Consumer protection standards

15.2 Dispute Resolution

We provide clear dispute resolution procedures:

Resolution Process: Disputes are handled through:

Initial direct resolution attempts
Formal complaint procedures
Mediation options when appropriate
Arbitration processes as needed
Jurisdiction-specific procedures
Clear escalation paths
Documentation requirements
Resolution timeframes

15.3 Policy Updates

We maintain and update this policy through:

Change Management: Our policy maintenance includes:

Regular review procedures
Update documentation requirements
Notification procedures for material changes
User acceptance tracking
Version control management
Archive maintenance
Implementation verification
Effectiveness monitoring

This Privacy Policy was last updated on November 18, 2024.

PRIVACY POLICY