Privacy Policy

1. Introduction

Welcome to Virtual Scale's Privacy Policy. We are committed to protecting your privacy and ensuring the security of your personal information. This policy outlines how we collect, use, disclose, and safeguard your data when you use our AI-powered customer engagement platform and related services.

Our services include managing messages, phone calls, knowledge bases, agent information, team details, and call recordings. This privacy policy aims to provide you with a clear understanding of our data practices and your rights regarding your personal information.

2. Definitions

To help you better understand this policy, here are some key terms:

Personal Data: Any information relating to an identified or identifiable natural person.
Processing: Any operation performed on personal data, such as collection, recording, organization, structuring, storage, adaptation or alteration, retrieval, consultation, use, disclosure, or erasure.
Services: Our AI-powered customer engagement platform and related offerings.
User: Any individual who uses our services, including customers, agents, and administrators.
Data Controller: The entity that determines the purposes and means of processing personal data (in this case, Virtual Scale).
Data Processor: An entity that processes personal data on behalf of the data controller.

3. Information We Collect

We collect various types of information to provide and improve our services:

Personal Information: Names, email addresses, phone numbers, and other contact details.
Communication Data: Contents of messages, call recordings, and other interactions through our platform.
Usage Data: IP addresses, browser types, operating systems, and information about how you use our services.
Device Data: Information about the devices you use to access our services, including device IDs and settings.
Transactional Data: Details of transactions made through our platform, including billing information.
User-Generated Data: Information you provide through forms, messages, and other interactions with our services.
Metadata: Information about the time, date, and duration of calls and messages.

4. How We Collect Information

We gather information through various means:

Directly from Users: When you register for our services, fill out forms, or interact with our platform.
Automatically: Through cookies, server logs, and other tracking technologies when you use our services.
From Third Parties: We may receive information from our business partners, service providers, and other third-party sources.

5. Purpose of Data Collection

We collect and process your data for the following purposes:

Service Provision: To deliver, maintain, and improve our AI-powered customer engagement platform.
Customer Support: To respond to your inquiries and provide assistance.
Analytics: To analyze usage patterns and enhance our services.
Billing: To process payments and manage accounts.
Marketing: To communicate with you about updates, offers, and promotions (with your consent where required).
Compliance: To meet legal obligations and protect our rights.

6. Data Sharing and Disclosure

We may share your information in the following circumstances:

With Service Providers: To assist us in operating our business and providing services to you.
For Legal Reasons: To comply with legal obligations or respond to lawful requests from public authorities.
With Affiliates: In the event of a merger, acquisition, or business restructuring.
With Business Partners: For joint marketing efforts or service enhancements, with your consent where required.
In Anonymized or Aggregated Form: For research, analytics, or marketing purposes, without identifying individual users.

7. Data Retention

We retain your personal data for as long as necessary to provide our services and fulfill the purposes outlined in this policy. Retention periods vary depending on the type of data and applicable legal requirements. When data is no longer needed, we securely delete or anonymize it.

8. Data Security

We implement robust security measures to protect your data, including:

Encryption of data in transit and at rest
Regular security audits and vulnerability assessments
Access controls and authentication mechanisms
Employee training on data protection and security best practices

While we strive to use commercially acceptable means to protect your personal data, no method of transmission over the Internet or electronic storage is 100% secure.

9. User Rights

Depending on your location, you may have certain rights regarding your personal data:

Access and Correction: You can request access to your personal data and ask for corrections to inaccurate data.
Deletion: You can request the deletion of your personal data in certain circumstances.
Opt-Out: You can opt-out of marketing communications at any time.
Data Portability: You may have the right to receive your personal data in a structured, commonly used format.
Restrictions: You can request restrictions on the processing of your personal data in certain situations.

To exercise these rights, please contact us using the information provided in the "Contact Information" section.

10. International Data Transfers

We may transfer your personal data to countries outside your country of residence. When we do so, we ensure appropriate safeguards are in place to protect your data, such as Standard Contractual Clauses or other legally recognized mechanisms.

11. Cookies and Tracking Technologies

We use cookies and similar tracking technologies to enhance your experience on our platform. These may include:

Essential Cookies: Necessary for the operation of our services.
Analytical Cookies: To understand how users interact with our platform.
Functional Cookies: To remember your preferences and settings.
Advertising Cookies: To deliver relevant advertisements (with your consent where required).

You can manage your cookie preferences through your browser settings. However, disabling certain cookies may affect the functionality of our services.

12. Third-Party Links

Our services may contain links to third-party websites or services. We are not responsible for the privacy practices or content of these third parties. We encourage you to review the privacy policies of any third-party sites you visit.

13. Children's Privacy

Our services are not intended for use by children under the age of 13. We do not knowingly collect personal information from children under 13. If you believe we have collected information from a child under 13, please contact us immediately.

14. Policy Changes

We may update this privacy policy from time to time. We will notify you of any significant changes by posting the new policy on this page and updating the "Effective Date" at the bottom of this policy. We encourage you to review this policy periodically.

15. Contact Information

If you have any questions or concerns about this privacy policy or our data practices, please contact us at:

Email: juanpablo.sanlorenzo@virtualscale.com

Phone: +1 (954) 516-2901

Address: CLL ANTONIO E SAVIGNAC 300 302 INTERIOR MZ 1 LT 1 SUPERMANZANA 4 B CANCUN, BENITO JUARE, Q0 C.P. 77500-CR -77501

Data Protection Officer: juanpablo.sanlorenzo@virtualscale.com

16. Governing Law

This privacy policy is governed by and construed in accordance with the laws of Mexico. Any disputes relating to this policy shall be subject to the exclusive jurisdiction of the courts in Mexico.