Privacy Policy

1. Information We Collect

We may collect the following categories of information:

• Name, phone number, email address, and organization information
• SMS/MMS messages, photos, and attachments sent through the Service
• Job site addresses, access details, and other operational information you choose to send
• Device type, carrier, IP address, and message delivery metadata
• Billing contact information, invoice data, and transaction history (full payment credentials are never stored by us)
• Web portal usage data, session cookies, and analytics (if applicable)

Our service operates through a third-party SMS platform provider (Telnyx). This provider automatically processes phone number metadata, carrier information, message routing, and delivery status in accordance with their own privacy policies.

2. How We Use Information

We use information to:

• Route inbound calls and SMS to the recipients you have configured
• Send notifications, status updates, reminders, and service alerts via SMS and voice
• Verify authorized users and prevent fraud or unauthorized access
• Create audit trails, compliance reports, and SLA documentation
• Provide customer support and troubleshooting
• Improve service performance and develop new features
• Comply with legal and regulatory requirements

We do not sell personal information or send unsolicited marketing SMS.

3. SMS Consent and Communications

By providing your phone number and using FSEN, you consent to receive SMS and voice communications related to the notifications the Service is configured to send, service operations, and active account activity.

• Message frequency varies based on your configuration and inbound activity
• Message and data rates may apply
• Reply STOP to opt out of optional messages at any time
• Reply HELP for assistance or contact support@fsen.tech

Opting out of SMS will prevent the Service from delivering notifications to you and may make the Service unusable. You cannot opt out of essential service communications (security alerts, billing notices, terms updates) while you maintain an active account.

4. How We Share Information

We may share information with:

• Other participants in a notification conversation you initiate or are added to
• The account holder you are associated with (message records, activity history, and usage data for their account)
• SMS, voice, and cloud infrastructure providers required to operate the Service
• Payment processors for billing transactions
• Legal authorities when required by law, court order, or to protect safety

All participants in a group conversation can see messages, attachments, and participant information shared in that conversation. This sharing is fundamental to the Service.

We do not sell or share personal data for advertising or third-party marketing purposes.

In the event of a merger, acquisition, or sale of assets, your information may be transferred to the successor entity with prior notice.

5. Data Retention

We retain information as required for legal compliance, insurance documentation, and operational history:

• Event records: Minimum 7 years (complete transcripts, photos, timestamps, financial records)
• Financial records: 7 years per tax regulations
• Active accounts: Duration of active use
• Inactive accounts: 2 years without activity, then deletion or anonymization after a 90-day grace period
• Technical logs: 30 days to 1 year depending on type

Information may be retained longer when required for ongoing legal proceedings or regulatory requirements.

6. Security

We use industry-standard safeguards to protect your information, including:

• TLS 1.2+ encryption in transit and AES-256 encryption at rest
• Role-based access controls and multi-factor authentication
• Real-time security monitoring and audit logging
• Secure cloud infrastructure with firewalls and intrusion detection
• Phone number verification for inbound and outbound routing

Important: Standard SMS is not end-to-end encrypted. This is an inherent limitation of mobile carrier networks, not specific to FSEN. Messages pass through cellular carrier infrastructure and may be accessible to carriers.

If we experience a security breach affecting your information, we will notify you within the timeframe required by applicable law and provide guidance on protective steps. Report suspected security issues to support@fsen.tech.

7. Your Rights

Depending on your location, you may have the right to:

• Access, correct, or request deletion of your personal information
• Obtain your data in a portable format (JSON/CSV)
• Opt out of optional communications
• Limit the use of sensitive personal information

Deletion requests are subject to legal retention requirements (e.g., 7-year event record retention). Historical event records generally cannot be edited as they serve as legal documentation.

To exercise your rights, contact contactus@fsen.tech with your name, registered phone number, and a description of your request. We will acknowledge requests within 10 business days and respond within 45 days.

8. State-Specific Rights

California (CCPA/CPRA)

California residents have the right to know, delete, correct, and limit use of sensitive personal information. We do not sell or share personal information for cross-context behavioral advertising. Contact contactus@fsen.tech to exercise your rights.

Virginia, Colorado, Connecticut, Utah, and Other States

Residents of states with consumer privacy laws may access, correct, delete, and port their data, and opt out of targeted advertising, sale, or profiling. If we deny your request, you may appeal. We comply with all applicable state privacy laws.

9. Children's Privacy

Our service is designed for commercial and professional use by adults. We do not knowingly collect information from anyone under 18. If we learn we have collected information from a minor, we will delete it promptly. Contact contactus@fsen.tech if you believe we have collected information from a minor.

10. Not a 911 Service

FSEN is not a 911 service, dispatcher, monitoring service, or telecommunications carrier. The Service is a notification platform only. For life-threatening emergencies, always call 911.

11. International Data Transfers

FSEN is based in the United States. If you access our service from outside the U.S., your information will be transferred to and processed in the United States. For users in the EEA, UK, or Switzerland, we rely on Standard Contractual Clauses and other approved transfer mechanisms under GDPR.

12. Changes to This Policy

We may update this Privacy Policy to reflect changes in our practices or legal requirements. Material changes will be communicated via email, SMS, or website notice at least 30 days before taking effect. The current version is always available at this page.

13. Contact

Based in Boston, Massachusetts