This agreement forms part of the terms of service between Contact Innovations Group LLC ("Contact-IQ", "we") and the organization that subscribes to Standby ("you"). It applies whenever we process personal data on your behalf in providing Standby. It takes effect when you accept the terms, without a separate signature; if you need a countersigned copy, email hello@contact-iq.com.

1. Roles

For personal data in your workspace, you are the controller (or "business") and we are your processor (or "service provider"). For data about your organization's account, such as billing contacts, we are the controller, and our privacy policy applies.

2. What we process

• Whose data: the people you add to your workspace, typically your employees and contractors.
• What data: names, work email addresses and roles; mobile phone numbers for voice paging; time zones and quiet hours; places on rotations, time off and cover; phone identifiers, notification tokens and public keys for the mobile app; and an audit trail of actions, including IP address and device.
• What we don't intentionally collect: the contacts your contact center handles — recordings, transcripts, chat content, callers' phone numbers or individual contact records. Standby's permissions in your AWS account don't allow it to read them. Text your people type into Standby could still contain such information, so please keep contact details out of names and reasons.
• Why: to provide Standby as described in the terms: working out who is on call, notifying and calling them, applying and undoing actions, keeping the audit trail, and supporting you.
• How long: for as long as you use Standby, then as set out in section 9.

3. Your instructions

We process workspace data only on your documented instructions, which are the terms, this agreement and how you configure Standby. We won't sell it, share it for advertising, use it to train AI models, or combine it with other data except to provide the service. If we believe an instruction breaks data-protection law, we'll tell you.

4. Our people

Everyone at Contact-IQ who can access workspace data is bound by confidentiality and limited by access controls. When our support staff look at a workspace to help you, it's in a support session you can see, with a stated reason and a time limit, which you can end at any time. Separately, a small number of authorized engineers can access the systems Standby runs on to operate, secure and recover the service; that access is logged, and we don't use it to look at your data for unrelated purposes.

5. Security

We maintain the technical and organizational measures described on our security page, including encryption in transit and at rest, and no long-lived credentials to your AWS account. We may improve these measures but won't reduce the overall level of protection.

6. Subprocessors

You authorize the subprocessors listed on our subprocessors page. If you include workspace data in a support email or attachment, it's kept in our support mailbox on Amazon WorkMail, part of AWS, under the same terms. We bind each one to data-protection terms at least as protective as these, and remain responsible for them. We'll email workspace admins at least 30 days before adding a subprocessor that processes workspace data. If you object on reasonable data-protection grounds and we can't address it, you may cancel, and we'll refund prepaid fees for the time after the change.

7. Personal data breaches

If we become aware of a breach of security affecting workspace personal data, we'll notify your workspace admins without undue delay, and in any event within 72 hours of becoming aware of it, or sooner if the law requires. The first notice will describe what we know at that point: what happened, what data is or may be affected, and what we're doing about it. We'll send updates as we learn more; the 72 hours is a deadline for telling you, not a promise that our investigation will be finished by then.

8. Helping you

We'll help you, taking into account what we can reasonably do, to respond to requests from people exercising their data-protection rights, and with data-protection impact assessments. If a request reaches us directly, we'll pass it to you and won't respond to it ourselves unless you ask us to.

9. When you leave

Your workspace data is deleted 30 days after it is no longer paid for and the Standby stack has been removed: after your subscription ends, or, if you never subscribed, after you remove the stack. Removing the stack during a subscription only disconnects the integration; it doesn't end the subscription or start deletion. Before deletion, your admins can download your workspace data as a JSON file, and your audit trail as a CSV file, from the console, on every plan.

Some records last longer, as our privacy policy sets out: the audit trail for 90 days (Team) or 400 days (Business and Enterprise, unless longer is agreed in writing); recovery copies for up to 35 days after deletion; operational logs for 30 days; billing records as tax and accounting law requires; and records needed for legal, security or dispute reasons.

10. Where data is processed

Standby is offered to organizations in the United States, and workspace data is processed and stored in the United States: currently in AWS's US East (N. Virginia) region (us-east-1), and in other US AWS regions if we use them for recovery and continuity. Apple's and Google's notification networks, which deliver notifications to phones, operate worldwide, so limited device and delivery information may be processed outside the United States; by default those notifications carry no workspace details.

11. Checking our compliance

We'll answer a reasonable written security questionnaire once a year, and provide the documentation needed to show we meet this agreement. Any further audit is by agreement, at your cost, on reasonable notice and subject to confidentiality.

12. Liability and precedence

The limits of liability in the terms apply to this agreement, subject to any law that can't be overridden and to anything we agree otherwise in writing. If this agreement and the terms conflict about processing workspace personal data, this agreement wins.

Contact

hello@contact-iq.com
Contact Innovations Group LLC, 6545 Market Ave. North, Suite 100, North Canton, OH 44721, USA