Privacy Policy
Scope
This policy explains what Sempera does with personal information when you use the service and when someone calls a number you have forwarded to us. It is written against Canada's Personal Information Protection and Electronic Documents Act (PIPEDA).
What we collect
- From you: your name, business name, email, phone number, billing details, and the business information used to train your agent.
- From your callers: the call audio, a transcript, the calling number, the time and length of the call, and whatever the caller tells the agent, which may include their name, address, and the reason for calling.
- Automatically: basic service logs needed to run and secure the service.
Why we collect it
To answer your calls, book appointments, send you call summaries, bill you, support you, and keep the service secure and working. We do not sell personal information and we do not use your call content to advertise to you or to anyone else.
Consent
You consent when you sign up. Your callers are told at the start of the call that they are speaking to an automated assistant and that the call is recorded, and they can ask to be transferred to a person or to have their recording deleted.
Who we share it with
Service providers who process information on our behalf under contract: the voice platform we license, our telephony carrier, our payment processor, and our hosting provider. They may only use it to provide their service to us. We also disclose information where the law requires it.
Where it is stored
Where information is processed outside Canada, it is subject to the laws of that country, including lawful access by its authorities.
How long we keep it
- Call recordings and transcripts: retained while your account is open and deleted on request.
- Account and billing records: kept as long as required by tax and corporate record-keeping rules.
Your rights
You can ask what personal information we hold about you, ask for a copy, ask us to correct it, and ask us to delete it. Callers can make the same requests about their own information. Write to the address below and we will respond within 30 days.
If you are not satisfied with our response you can complain to the Office of the Privacy Commissioner of Canada.
Safeguards
Information is encrypted in transit and at rest, access is limited to the people who need it, and production access requires multi-factor authentication. The platform Sempera runs on is certified to SOC 2 Type II and PCI DSS; those certifications cover that platform rather than Sempera itself.
Contact
Privacy questions: [email protected]