Privacy Policy

1. Introduction

MSP Triage ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our AI-powered voice triage service.

We are based in Brașov, Romania, and comply with the General Data Protection Regulation (GDPR) and other applicable EU data protection laws.

2. Data Controller

MSP Triage
Strada Republicii 12
Brașov 500030
Romania, EU
Email: support@msp-triage.com

3. Information We Collect

3.1 Information You Provide

• Account registration information (name, email, company name)
• Billing information (processed securely through Stripe)
• Contact form submissions
• Communication preferences

3.2 Voice Call Data

• Call recordings and transcriptions (processed by Retell AI)
• Issue categorization data
• Ticket information generated from calls

3.3 Automatically Collected Information

• IP address and device information
• Browser type and version
• Usage analytics
• Cookies and similar technologies

4. Legal Basis for Processing (GDPR)

We process your personal data based on:

• Contract Performance: To provide our services to you
• Legitimate Interests: To improve our services and communicate with you
• Consent: For marketing communications (you can withdraw at any time)
• Legal Obligations: To comply with applicable laws

5. How We Use Your Information

• Provide and maintain our AI voice triage service
• Process payments and manage subscriptions
• Create and deliver support tickets via webhooks
• Improve and optimize our AI algorithms
• Send service updates and marketing communications
• Comply with legal obligations

6. Data Sharing

We may share your data with:

• Retell AI: Our voice AI provider for call processing
• Stripe: For secure payment processing
• Your PSA/Ticketing System: Via webhooks you configure
• Service Providers: Who assist in operating our service
• Legal Authorities: When required by law

7. International Data Transfers

Your data may be transferred to and processed in countries outside the European Economic Area (EEA). We ensure appropriate safeguards are in place, including Standard Contractual Clauses (SCCs) approved by the European Commission.

8. Your Rights (GDPR)

Under GDPR, you have the right to:

• Access: Request a copy of your personal data
• Rectification: Correct inaccurate or incomplete data
• Erasure: Request deletion of your personal data
• Restriction: Limit how we process your data
• Portability: Receive your data in a portable format
• Object: Object to certain processing activities
• Withdraw Consent: Withdraw consent at any time

To exercise these rights, contact us at support@msp-triage.com.

9. Data Retention

We retain your personal data only for as long as necessary to fulfill the purposes outlined in this policy, typically for the duration of your subscription plus 2 years for legal compliance. Call recordings are retained for 90 days unless you request earlier deletion.

10. Data Security

We implement appropriate technical and organizational measures to protect your personal data, including encryption, access controls, and regular security assessments.

11. Children's Privacy

Our service is not intended for individuals under 18 years of age. We do not knowingly collect personal information from children.

12. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new policy on this page and updating the "Last updated" date.

13. Contact Us

If you have any questions about this Privacy Policy or wish to exercise your rights, please contact us at:

MSP Triage
Email: support@msp-triage.com
Address: Strada Republicii 12, Brașov 500030, Romania

14. Supervisory Authority

If you are not satisfied with our response to your privacy concerns, you have the right to lodge a complaint with the Romanian Data Protection Authority (ANSPDCP) or your local supervisory authority within the EU.