Privacy Policy

1. Who this covers

ServiceFront is operated by Optimizer Team, Inc. (“ServiceFront,” “we,” “us”). This policy applies to our website, the owner console that business owners use, and the AI front desk we host for those businesses.

2. Our two roles

There are two kinds of data here, and we treat them differently.

• Your customers' data (we're the processor). When a homeowner talks to a business's front desk, the business is the controller of that conversation and the personal information in it. ServiceFront is the processor: we handle it under the business's instructions and our Data Processing Addendum, not for our own purposes.
• Account and site data (we're the controller). For a business owner's account, our billing records, and people who visit our marketing site, ServiceFront is the controller and this policy describes how we use that data.

3. What we collect

From business owners

• account details: name, email, business name, and the facts you add to your profile;
• billing details, handled by our payment processor Stripe (we don't store full card numbers);
• settings and data from services you connect, like your calendar or CRM.

From your customers, on your behalf

• their name and phone number, when they ask for a callback or a quote, on your front desk or through an AI assistant connected to it;
• the job address, when they offer one. The front desk doesn't need it to answer a question or to set up a callback. It's stored with the lead and included when we send you that lead, by email or on an alert channel you've connected;
• a short description of the problem, and the content of their conversation with your front desk: the questions they ask and the answers we give.

Phone screening is optional and on by default, and it only runs where SMS verification is set up. With it on, we text the customer a one-time passcode and alert you once they've confirmed the number. An unconfirmed lead is still saved and shows in your dashboard; it just doesn't page you. A request that reaches you through an AI assistant can't be screened by text, so with screening on it's held in your dashboard the same way. An emergency is the exception either way: it alerts you right away, with the number marked as not confirmed. With screening off, or without SMS verification, leads reach you with no passcode step. You can turn screening off in the owner console.

Automatically

• basic usage and device data, and privacy-friendly analytics, so we can keep the product working and improve it.

4. How we use it

• to run the front desk: answer questions, quote, and book jobs;
• to operate your account, billing, and support;
• to keep the service secure and to fix and improve it, using aggregated or de-identified data wherever we can;
• to meet legal obligations.

We don't sell personal information, and we don't share it for cross-context behavioral advertising.

5. AI and your data

The agent needs real details to do its job, so the protection that matters is how those details are handled, not pretending we don't see them. We route model calls through a zero-retention, no-training path: the AI providers we use don't keep your prompts after a response, and they don't use your data or your customers' data to train their models. Your business's information stays your business's.

6. Payments

Card payments are processed by Stripe. Card numbers go straight to Stripe and never touch ServiceFront's servers, which keeps that data out of our systems. When a customer pays your business, the money moves through Stripe Connect directly to your account; we never hold it.

7. SMS and text messages

Two kinds of text come out of ServiceFront, and they work differently.

• Lead alerts, to business owners. When you confirm your phone in the owner console, you're opting in to texts about leads and account activity for your own business. How often depends on your lead volume: a busy shop might get several a day, a quiet week might bring none.
• One-time passcodes, to your customers. When you keep phone screening on and a homeowner gives your front desk a number, we text a single passcode to confirm the number is really theirs. One per request, and it isn't marketing.

We don't send marketing texts. We never sell or share mobile numbers or SMS consent with third parties for their own marketing. Our messaging providers see a number only to deliver that message.

Message and data rates may apply. Reply STOP to any message to opt out, or HELP for help. Opting out doesn't close your account: we fall back to email, and you can remove a confirmed number in the owner console whenever you want. See how the opt-in works.

8. Who we share data with

We use a short list of vendors to run the service, each under a data processing agreement. They include our cloud hosting and database, our AI gateway and model providers (on the zero-retention terms above), Stripe for payments, phone and text providers, address lookup, and analytics. We also share data when the law requires it, or as part of a merger or acquisition, with notice.

9. How long we keep it

We keep personal information as long as it's needed to run the service, support the business it belongs to, and meet legal requirements. Nothing expires on its own yet: a lead or a conversation stays until the business deletes it or asks us to.

In the owner console, a business can delete any lead and any conversation (the chat log goes with it) and disconnect any alert channel. Deleting removes it from ServiceFront; an alert we already sent you stays in your inbox. Everything else we hold for a business, like its profile, the pages we read from its website, and the account itself, isn't self-serve yet. To delete any of it, email hello@servicefront.ai from the account's email address. We do it by hand and confirm by email when it's done.

10. Your choices and rights

Depending on where you live, you may have the right to access, correct, delete, or export your personal information, and to opt out of its sale or sharing (we don't do either). There's no self-serve export yet: email hello@servicefront.ai and we'll send you a copy of what we hold. Because we're the processor for a business's customer data, a homeowner's request about that data goes through the business that runs the front desk: the owner can delete the lead and the conversation in the console, and we help with anything beyond that.

11. Security

We encrypt data in transit and at rest, limit who can access it, route AI calls through zero-retention providers, and keep card data with Stripe so it never reaches us. No system is perfectly secure, but we design to hold less of the riskiest data and to protect what we do hold.

12. Children

ServiceFront is for businesses and their adult customers. It's not directed at children, and we don't knowingly collect personal information from anyone under 13.

13. Where we operate

ServiceFront is based in the United States and we process data here. If you use the service from outside the US, you understand your data is handled in the US under this policy.

14. Changes

We'll update this policy as the product changes. When we make a material change, we'll update the date at the top and, where it matters, tell you directly.

15. Contact

Questions about privacy, or want to make a request? Email us at privacy@servicefront.ai.