Privacy Policy

Privacy Policy

Effective Date: [Insert Date]

At PolarTie, your privacy is not just a feature — it's a fundamental commitment. This Privacy Policy explains how we collect, use, store, and protect your data when you interact with our platform, services, agents (AI or Live), websites, and applications.

1. What We Collect

We collect only what is necessary to operate our services effectively and improve the user experience.

  • Account Information
    Organization name, admin contact details, billing email
    Role-based user credentials (passwordless – see Section 4)
  • Usage Data
    Log data: pages visited, features used, session timestamps
    Interactions with AI or Live Agents (see Session Data)
  • Session Data
    Optional transcripts, video/audio recordings, and metadata
    AI-generated summaries (where enabled)
    Topics, timestamps, and associated queue details
  • Uploaded Content
    Files, prompts, knowledge assets uploaded to your workspace
    Includes PDFs, images, documents, and other formats
  • Integration Metadata
    CMS, eCommerce platforms, kiosk configuration data
    API/webhook interaction logs

2. How We Use Your Data

We use collected data only to:

  • Operate and deliver PolarTie platform services
  • Improve product performance and user experience
  • Provide customer support and technical troubleshooting
  • Comply with operational and billing obligations

We do not use your data to train global AI models.
We never sell or share your customer data with third parties.

3. AI & Session Transparency

All AI Agent interactions are:

  • Logged (unless disabled)
  • Configurable by administrators
  • Stored within your tenant and not accessible externally

Transcripts, recordings, and call summaries are only generated if explicitly enabled in your settings.

4. Authentication & Security

PolarTie uses passwordless authentication. No passwords are stored or managed.

  • Users sign in via magic links sent to their verified email addresses
  • OAuth and SSO integrations are supported
  • All sessions are encrypted in transit and at rest

Platform security is built on top of Amazon Web Services (AWS) infrastructure and adheres to AWS's best practices for multi-tenant cloud environments.

5. Data Ownership

Your organization retains full ownership of:

  • Uploaded knowledge
  • Agent configurations and prompts
  • Transcripts, media, and customer session data

You control access, export, retention, and deletion of your content.

6. Data Retention & Deletion

You can configure:

  • Retention periods for transcripts, recordings, and logs
  • Immediate deletion of specific sessions or assets
  • Export/download of your data at any time

Deleted data is removed from active storage and archived backups within a reasonable period.

7. Payment Information

Payments are processed by Stripe. PolarTie:

  • Does not store credit card or billing details
  • Relies on Stripe's PCI-DSS compliant infrastructure

All financial transactions are encrypted and securely handled by Stripe.

8. Third-Party Integrations

If you connect third-party systems (e.g. CMS platforms, APIs, kiosks), we do not access their content beyond the scope of authorized configuration and agent logic. You remain in control of what's exposed to PolarTie.

9. 📬 Communications

You may receive emails from us regarding:

  • Security, billing, and usage alerts
  • Product updates and platform improvements
  • Onboarding and support

You can opt out of non-essential communications at any time.

10. Changes to This Policy

We may update this Privacy Policy from time to time. All changes will be posted on this page with an updated effective date.

If changes materially affect your rights, we will provide additional notice via email or dashboard alerts.

11. Contact Us

For any privacy-related inquiries, data access requests, or concerns, please contact:

PolarTie Privacy Team
📧 privacy@polartie.com
🌐 www.polartie.com/privacy