Privacy Policy

Introduction

This Privacy Policy describes how Zinng.ai ("Platform", "Service", or "Zinng.ai"), provided by Bramlett Software LLC ("Company", "we," "us," or "our"), collects, uses, and protects your information. Zinng.ai is an AI-powered phone and communication platform that helps businesses of all kinds, including home services, automotive, professional services, retail, hospitality, healthcare, and many others, answer calls, capture leads, schedule appointments, and manage communications with the people who contact them.

Privacy and security are central to how we build Zinng.ai. For healthcare practices and other businesses that handle protected health information (PHI), Zinng.ai is HIPAA compliant and we sign Business Associate Agreements (BAAs). We also maintain BAAs with the service providers we rely on that may handle such information.

Your access to and use of the Platform is also governed by our Terms of Service. By accessing or using Zinng.ai, you agree to this Privacy Policy.

Information We Collect

When you use our Platform, we collect different types of information depending on whether you are a business that uses Zinng.ai (a "Business User") or a person who contacts a business through Zinng.ai (a "Caller" or "Customer").

For Business Users, we collect information necessary to create and maintain your account, including but not limited to your account credentials, contact information, business information, and data related to your use of two-factor authentication. We also collect information about how you use the Platform through usage data and analytics.

For the callers and customers who contact a business through Zinng.ai, we collect only the information needed to facilitate communication with that business and to manage requests such as appointments and inquiries. This typically includes the caller's name and phone number and, when provided, email address and the details of their message or request. These individuals do not create accounts and interact with the Platform only through the communication channels a business has set up.

Where a Business User is a healthcare practice or another business that handles protected health information, the information we process on its behalf may include PHI. We handle that information in accordance with HIPAA and under a Business Associate Agreement with the business.

Calls, Recordings, and Messages

Zinng.ai answers and manages phone calls, voicemails, text messages (SMS), and website chat conversations on behalf of the businesses that use it. As part of providing the Service, we process the following:

• Call audio and recordings. Calls placed to or handled by a business's Zinng.ai number may be recorded. We process call audio so the AI phone agent can understand the caller and respond in real time.
• Transcripts and summaries. We generate written transcripts and summaries of calls so the business can review what was discussed, follow up, and capture leads and appointment requests.
• Voicemail. When a caller leaves a voicemail, we store the recording and a transcript for the business.
• Text and chat messages. We process the content of SMS messages and website chat conversations, along with the sender's phone number or contact details, to deliver and manage those conversations.
• Call and message metadata. This includes phone numbers, date and time, call duration, direction (inbound or outbound), and similar information.

Recording notice and consent. Some jurisdictions require that all parties to a call be notified that the call is being recorded. The business using Zinng.ai is responsible for ensuring that appropriate notice is given and any required consent is obtained from its callers, and for its own compliance with applicable call-recording, telemarketing, and messaging laws. Zinng.ai provides features to support this, including the ability to configure the AI agent to announce at the start of a call that the call may be recorded.

Text messaging. Recipients of SMS from a business using Zinng.ai can opt out of further messages at any time by replying STOP, and can reply HELP for assistance. Message and data rates may apply. We do not sell the phone numbers or message content we process, and consent to receive messages is never shared with third parties for their own marketing purposes.

SMS, security, and PHI. Standard SMS text messaging is not a secure or HIPAA-compliant channel, and Zinng.ai does not present it as one. We advise healthcare practices and other businesses that handle sensitive information not to include protected health information in SMS messages. To support this, Zinng.ai offers an optional SMS consent flow that first asks the recipient to acknowledge that SMS may not be secure before any two-way text messaging begins.

Where a business is a healthcare practice or otherwise handles protected health information, any of the above that includes PHI is processed in accordance with HIPAA and the applicable Business Associate Agreement.

Use of Information

We use the information we collect for the following purposes:

For Business Users, we use collected information to provide, maintain, and improve the Platform; authenticate and secure your account; communicate with you about service updates and platform functionality; provide technical and customer support; and comply with legal obligations and enforce our terms.

For information about the callers and customers who contact a business, we use it solely to facilitate communication between the business and the people who contact it, process and manage requests such as appointments and inquiries, ensure proper Platform functionality, and maintain compliance with applicable laws and regulations. Where this information includes PHI, we use it only as permitted under HIPAA and the applicable Business Associate Agreement.

Artificial Intelligence and Automated Processing

Zinng.ai uses artificial intelligence to power the AI phone agent and related features. AI is used to understand callers and messages in real time, conduct conversations, answer questions, route or escalate calls, and generate transcripts, summaries, and lead and appointment details for the business.

We do not use your data to train general-purpose AI models. We do not use the content of your calls, messages, or other communications to train our own or any third party's general-purpose AI models. The third-party AI providers that process this information do so solely to provide the Service on our behalf, under terms that prohibit using it to train their own models.

Human involvement. The AI handles the front line, but businesses remain in control of their account and how their agent is configured, and a person can review conversations and follow up. Zinng.ai is not used to make decisions that produce legal or similarly significant effects about an individual without human involvement.

Where AI processing involves protected health information for a healthcare customer, it is performed in accordance with HIPAA and the applicable Business Associate Agreement.

Data Storage and Security

We implement and maintain appropriate technical, physical, and administrative safeguards to protect the security and confidentiality of all information we process, including any protected health information we handle on behalf of healthcare and other covered businesses. All data is stored on secure servers located in the United States, and we encrypt all data both at rest and in transit.

We maintain HIPAA-compliant infrastructure and processes, including Business Associate Agreements (BAAs) with all relevant parties, including the service providers we rely on. Our security measures are regularly reviewed and updated to ensure ongoing protection of data.

No method of transmission or storage is completely secure, but if we become aware of a security incident that affects your personal information, we will notify affected users and businesses, and the relevant authorities, as required by applicable law.

Third-Party Service Providers

We engage trusted third-party service providers to operate the Service. We share information with them only as needed to perform their functions, and they are contractually required to protect it. Our key service providers include:

• Cloud hosting and storage: Amazon Web Services (AWS) and DigitalOcean, where the Platform and its data are hosted.
• Telephony and messaging: Twilio, which provides the phone numbers, voice calling, and SMS that power the Service.
• AI and voice technology providers: trusted providers that help power the AI phone agent and process calls and messages to understand callers and generate responses, transcripts, and summaries.
• Email delivery: Amazon Web Services (Amazon SES), used to send transactional and account emails.
• Payments: Stripe, which processes subscription billing and payment information. We do not store full payment card numbers; these are handled by Stripe.
• Product analytics and error monitoring: PostHog and Sentry, which help us understand product usage and diagnose technical issues. These providers do not receive protected health information.

Where a service provider processes protected health information on our behalf and a Business Associate Agreement is appropriate and available, we put one in place. Certain channels are not HIPAA-compliant by nature, in particular, standard SMS text messaging (see "SMS, security, and PHI" above). Providers that do not receive PHI, such as our payment and analytics providers, are engaged under data protection terms appropriate to their role.

Data Retention

We retain Business User account information for as long as the account remains active or as needed to provide the Service. Data we process on behalf of a business, including information about the callers and customers who contact it, is retained for as long as the business's account is active or as needed to provide the Service to that business. A business can request deletion of data we hold on its behalf, and we are developing functionality to let businesses configure specific retention periods and delete data themselves. We may retain certain information for longer where required by law or for legitimate business purposes such as security, fraud prevention, dispute resolution, and enforcing our agreements.

Cookies, Tracking, and Advertising

Our website uses cookies and similar technologies to operate the site, remember your preferences, understand how the site is used, and support our marketing. This section applies to visitors to our website, and is separate from the call and message data we process on behalf of the businesses that use Zinng.ai.

Analytics. We use analytics tools to understand how visitors use our website and product so we can improve them.

Advertising and conversion measurement. We use advertising and conversion-tracking tools provided by third parties, including Meta (Facebook) and Google, to measure the performance of our ads and to reach people who may be interested in Zinng.ai. These tools may set cookies and share limited information with those platforms, such as the fact that you visited our website or took a particular action.

Your choices. You can control cookies through your browser settings, and you can manage ad personalization directly with the advertising platforms (for example, through Meta's and Google's ad settings) and through industry opt-out tools such as the Network Advertising Initiative and the Digital Advertising Alliance.

California "sharing." We do not sell your personal information for money. However, our use of advertising cookies and pixels to deliver and measure ads may be considered a "sale" or "sharing" of personal information for cross-context behavioral advertising under the California Consumer Privacy Act, as amended. California residents can exercise the choices described above and in the "Your Rights and Choices" section below.

Your Rights and Choices

You have certain rights regarding your information, including the rights to:

Access your personal information maintained by us; request corrections to your personal information if it is inaccurate or incomplete; request deletion of your personal information (subject to legal requirements and legitimate business needs); opt-out of certain communications; and receive a copy of your personal information in a structured, commonly used format.

How to exercise your rights. To make any of these requests, contact us at [email protected] (see Contact below). We may need to verify your identity before acting on a request, and we will respond within the time required by applicable law. We will not charge you or discriminate against you for exercising your privacy rights.

A note on caller and customer data. If you contacted a business through Zinng.ai, that business controls that information and we process it on their behalf. If you ask us to access, correct, or delete that information, we will direct your request to the relevant business or act on their instructions.

Region-specific rights. Depending on where you live, you may have additional rights under laws such as the California Consumer Privacy Act (CCPA), the EU and UK General Data Protection Regulation (GDPR), or Canada's PIPEDA. These can include the rights to access, correct, delete, or port your information, to opt out of certain advertising-related sharing, and, in the EU and UK, to lodge a complaint with your local data protection authority. To exercise any of these, contact us using the details below and let us know where you are located so we can apply the appropriate rules.

Children's Privacy

Zinng.ai is a business service and is not directed to children. We do not knowingly collect personal information from children under 13 (or the minimum age required in your jurisdiction). If we learn that we have collected such information without appropriate consent, we will delete it. If you believe a child has provided us with personal information, please contact us using the details below.

Contact

Zinng.ai by Bramlett Software LLC
5900 Balcones Dr Ste 100
Austin, TX 78731, United States
Email: [email protected]

Acknowledgment

By using the Zinng.ai Platform, you acknowledge that you have read and understood this Privacy Policy. Please also review our Terms of Service.