Privacy Policy

Symbo LLC (“Symbo,” “we,” “us,” or “our”) is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use the Symbo platform, website, and related services (the “Service”).

This policy applies to all users of the Service, including administrators, individual users within customer organizations, and visitors to our website.

1. Information We Collect

Account Information: When you create an account, we collect your name, email address, company name, phone number, job title, and billing information (processed by our third-party payment processor).

Call & Communication Data: The Service processes call metadata including phone numbers dialed, call duration, call outcomes, timestamps, and call disposition records. If you enable call recording or transcription, we store the resulting audio files and transcripts. If you use SMS features, we store message content, delivery status, and opt-in/opt-out records.

Usage Data: We automatically collect information about how you interact with the Service, including features used, pages visited, click patterns, session duration, device information, IP address, browser type, and operating system.

CRM Data: If you connect a CRM integration (such as HubSpot, Salesforce, or Pipedrive), we access and sync contact records, activity logs, deal data, and related information as authorized by you.

Contact Lists: You may upload or import contact lists to the Service. These may include names, phone numbers, email addresses, company names, and other professional information of your prospects and customers.

2. How We Use Information

We use the information we collect to:

• Provide, operate, and maintain the Service
• Process calls, manage local presence numbers, and deliver caller ID services
• Send and receive SMS messages on your behalf
• Generate AI-powered call transcriptions, summaries, and coaching insights
• Sync data with your connected CRM and third-party integrations
• Provide customer support and respond to inquiries
• Send transactional communications (billing receipts, service updates, security alerts)
• Analyze usage patterns to improve and develop new features
• Train and improve our AI and machine learning models using aggregated and de-identified data
• Detect and prevent fraud, abuse, and violations of our Terms of Service
• Comply with legal obligations and enforce our agreements

3. AI & Machine Learning

Symbo uses artificial intelligence and machine learning technologies to provide features including call transcription, conversation summarization, sentiment analysis, and coaching insights.

How AI processes your data: When you use AI-powered features, your call audio and/or text data is processed by our AI systems (which may include third-party AI service providers) to generate the requested output. AI-generated outputs are provided for informational purposes only and may contain errors or inaccuracies.

AI model training: We may use aggregated and de-identified data derived from the Service to train and improve our AI models. Individual call recordings, transcripts, and personally identifiable information are not used for model training without your explicit consent. You may opt out of AI model training by contacting us at [email protected].

Third-party AI providers: We may use third-party AI service providers to process certain data. These providers are bound by data processing agreements and are prohibited from using your data for their own purposes.

4. Call Recording & Transcription

Symbo offers call recording and AI-powered transcription as optional features. When enabled, call audio is recorded and processed to generate transcripts, summaries, and coaching insights.

You are responsible for complying with all applicable laws regarding call recording, including obtaining consent from call participants where required by law. Many jurisdictions require one-party or all-party consent before recording a conversation. Symbo does not provide legal advice on consent requirements.

Call recordings and transcripts are stored securely and are accessible only to authorized users within your organization. You may delete recordings and transcripts at any time through the Service.

5. Data Sharing & Third Parties

We do not sell your personal information. We may share your data with third parties only in the following circumstances:

• Service Providers: We work with third-party providers for telephony infrastructure, payment processing (Stripe), cloud hosting (AWS), AI processing, analytics, and customer support tools. These providers are bound by data processing agreements and are contractually obligated to protect your data and use it only for the purposes of providing services to Symbo.
• CRM Integrations: When you connect a CRM, data is shared between Symbo and your CRM provider as configured by you.
• Legal Requirements: We may disclose information if required by law, subpoena, court order, or government request, or to protect the rights, safety, or property of Symbo, our users, or the public.
• Business Transfers: In the event of a merger, acquisition, financing, or sale of all or a portion of our assets, your data may be transferred as part of the transaction. We will notify you of any such change in ownership or control of your personal information.
• With Your Consent: We may share data with other third parties when you have explicitly consented to such sharing.

6. Data Security

We implement industry-standard security measures to protect your data, including:

• Encryption of data in transit (TLS 1.2+) and at rest (AES-256)
• Role-based access controls and multi-factor authentication
• Regular security assessments and vulnerability scanning
• Employee security training and access restrictions
• Incident response procedures

However, no method of electronic transmission or storage is 100% secure, and we cannot guarantee absolute security. In the event of a data breach affecting your personal information, we will notify you and applicable regulatory authorities as required by law, without unreasonable delay.

7. Data Retention

We retain your data for as long as your account is active or as needed to provide the Service. Specific retention periods include:

• Account data: Retained for the duration of your subscription and for 30 days after termination
• Call recordings & transcripts: Retained according to your account settings; you may delete these at any time
• Usage logs: Retained for up to 24 months for analytics and service improvement
• Billing records: Retained as required by tax and accounting regulations

After account termination, we may retain certain data for a reasonable period to comply with legal obligations, resolve disputes, and enforce our agreements. You may request deletion of your data at any time by contacting us at [email protected].

8. Your Rights

Depending on your jurisdiction, you may have the following rights regarding your personal data:

• Access: Request a copy of the personal data we hold about you
• Correction: Request correction of inaccurate or incomplete data
• Deletion: Request deletion of your personal data
• Portability: Request your data in a portable, machine-readable format
• Restriction: Request restriction of processing under certain circumstances
• Objection: Object to processing of your data for certain purposes
• Opt-Out: Opt out of marketing communications at any time

To exercise any of these rights, contact us at [email protected]. We will respond to verified requests within 30 days (or sooner if required by applicable law). We will not discriminate against you for exercising your rights.

9. California Privacy Rights (CCPA/CPRA)

If you are a California resident, you have additional rights under the California Consumer Privacy Act (CCPA) as amended by the California Privacy Rights Act (CPRA):

• Right to Know: You have the right to request that we disclose the categories and specific pieces of personal information we have collected, the categories of sources, the business purposes for collection, and the categories of third parties with whom we share it.
• Right to Delete: You have the right to request deletion of your personal information, subject to certain exceptions.
• Right to Correct: You have the right to request correction of inaccurate personal information.
• Right to Opt-Out of Sale/Sharing: We do not sell your personal information and do not share it for cross-context behavioral advertising.
• Right to Limit Use of Sensitive Information: To the extent we process sensitive personal information, you have the right to limit its use to what is necessary to provide the Service.
• Non-Discrimination: We will not discriminate against you for exercising any of your CCPA/CPRA rights.

To submit a CCPA/CPRA request, contact us at [email protected]. We will verify your identity before processing your request.

10. Data Processing & International Transfers

Role: With respect to Customer Data (including contact lists, call recordings, and CRM data), Symbo acts as a data processor on your behalf. You, as the data controller, determine the purposes and means of processing. For data we collect directly (such as account information and usage data), Symbo acts as the data controller.

Data Processing Agreement: Our full Data Processing Agreement (DPA) details how we process Client Personal Data in compliance with GDPR, CCPA, and other international data protection frameworks.

International Transfers: Your data is primarily processed and stored in the United States. If you are located outside the United States, you acknowledge that your data will be transferred to and processed in the United States, where data protection laws may differ from those in your jurisdiction. We take appropriate safeguards to protect your data in accordance with applicable law.

11. Cookies & Tracking

Our website uses cookies and similar technologies to improve your experience, analyze site traffic, and understand usage patterns.

Essential cookies: Required for the Service to function (authentication, security, preferences). These cannot be disabled.

Analytics cookies: Help us understand how visitors use our website. We use privacy-respecting analytics tools to measure traffic and improve the Service.

We do not use third-party advertising trackers or sell data to ad networks. You can control cookie preferences through your browser settings. Disabling non-essential cookies may limit certain features of the website.

12. Children’s Privacy

The Service is not intended for use by individuals under the age of 18. We do not knowingly collect personal information from children. If we become aware that we have collected data from a child under 18, we will take steps to delete that information promptly. If you believe a child has provided us with personal information, please contact us at [email protected].

13. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by posting the updated policy on our website, updating the “Last updated” date, and sending notice via email or in-app notification. Your continued use of the Service after changes are posted constitutes acceptance of the revised policy.

14. Contact Information

If you have questions about this Privacy Policy or our data practices, or if you wish to exercise your privacy rights, please contact us at:

Symbo LLC
Lehi, Utah
[email protected]