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Privacy policy

Last updated: [EFFECTIVE DATE]

This policy explains what personal data Crew & Level collects, why, who processes it for us, and the choices you have. It covers this website, the office web app, the tech app, the pages your customers see (booking, the customer portal, tracking and payment pages), and the websites businesses build with Crew & Level Sites.

Who we are

Crew & Level is provided by [LEGAL ENTITY NAME] ("Crew & Level", "we", "us"), [REGISTERED ADDRESS]. Questions about this policy or your data: privacy@crewandlevel.com.

Our role and yours

For businesses that use Crew & Level (our customers), we decide how the account data we need to run and bill the service is used. For that data we are the controller.

For the people those businesses serve (their customers, leads and callers), the business decides what it records and how it contacts them; we process that data on the business's behalf and under its instructions. If you're a customer of a business that uses Crew & Level, please take privacy requests to that business first. We'll help them respond.

What we collect

Account and team members

  • Name, email address, phone number, role, and the company you belong to.
  • Your password, stored only as a salted one-way hash. If you sign in with Google or Microsoft, the account identifier, email and name they share with us.
  • Two-step sign-in settings (the authenticator secret is encrypted; recovery codes are stored as hashes).
  • Sessions: when and how you signed in, the device's IP address and browser or app, when the session was last used and when it ends.
  • Work records your company keeps about you: skills, pay rate and commission (visible only to roles allowed to see pay), time entries and timesheets.
  • Location, for technicians and anyone using the tech app to head to a job: the phone's position while clocked in (about once a minute) and more often while on the way to a job. It shows on the office map and on the customer's tracking page.

Your business's customers and leads (processed for the business)

  • Names, companies, email addresses, phone numbers, service addresses (with map coordinates), notes, tags, lead source and custom fields the business adds.
  • Jobs, estimates, invoices, payments (amount, method and status; card and bank details are entered on Stripe's checkout and never reach us), memberships, photos, documents and job forms.
  • Signatures on estimates: the name typed or drawn, the time, and the signer's IP address and browser.
  • Texts and emails sent and received through Crew & Level, calls to and from the business's number (numbers, times, voicemail, and a recording when the business turns recording on), and the AI receptionist's conversation and transcript.
  • Marketing preferences: whether someone replied STOP to texts or unsubscribed from marketing emails.
  • Online booking requests, and taps on links in texts (the browser and a salted hash of the IP address).

Visitors to this website

We count visits to this public website (the pages about Crew & Level, not the app, the customer portal or booking pages) with cookie-less, privacy-friendly analytics that we run ourselves: our own copy of the open-source Plausible Community Edition, on our own servers, so no analytics company receives your visit. It sets no cookies, stores nothing in your browser, collects no personal data and doesn't follow you across sites. For each page view it records the page's address, the site that referred you, and your country (looked up on our server from your IP address), browser, operating system and device type. To tell unique visitors apart within a day, your IP address and browser details are combined with a random value that changes every day and turned into a one-way code; your IP address itself is never stored, and each day's random value is deleted within two days, so visits can't be linked from one day to the next or traced back to you. It isn't loaded at all if your browser sends Do Not Track or Global Privacy Control. We don't run advertising or other tracking scripts. Like any web server, ours receives your IP address and browser details with each request; see how long we keep it.

Visitors to websites businesses build with Crew & Level Sites (processed for the business)

We host these websites for the businesses that build them. They load no tracking code or scripts, set no cookies and make no requests to other companies. When a business has Sites Pro (it comes with the Crew and Level plans), we count visits for it on our own servers as we serve each page: the page, the site that referred the visitor (or a utm_source in the link), and clicks on the website's Book buttons, which pass through the website's own address on the way to the booking page. Search engines and other bots are left out by their browser details. To count unique visitors within a day, the visitor's IP address and browser details are combined with a random value that changes every day and turned into a one-way code; the IP address itself is never stored, and the codes and each day's random value are deleted within two days, so visits can't be linked from one day to the next or traced back to anyone. The business sees only totals: page views, visitors, top pages, sources and Book clicks.

How we use it

  • To provide the service: scheduling, sending the texts, emails, calls and postcards the business sets up, taking payments, showing maps and arrival times, answering calls and texts with the AI receptionist when the business turns it on.
  • To keep accounts secure: sign-in, two-step codes, rate limits against abuse, and an audit trail recording who changed what.
  • To support you, bill your subscription, and tell you about changes to the service or these terms.
  • To meet legal obligations and enforce our terms and acceptable use policy.

We don't sell personal data, share it for cross-context advertising, or use your business's customer data to market to them ourselves. We don't use your data to train AI models; the AI provider we use processes it only to produce the response the feature needs.

Who we share it with

  • Service providers that run parts of the service for us (payments, texting and calls, email, maps, AI, file storage, push notifications, postcards, hosting). They're listed with what each does on our subprocessors page.
  • Services your business connects, such as QuickBooks Online, webhooks, API keys, AI apps connected over MCP, or a data export. Once data reaches them, their own terms and policies apply.
  • The business's customers see what the business sends them: their estimates, invoices, appointments, the technician's first name and position while on the way.
  • When the law requires it, to protect people's safety or our rights, or as part of a merger or sale of our business (with notice to you).

Cookies and storage

We use only what the service needs to work:

  • hcm_session: keeps you signed in to the web app (HttpOnly, 30 days or until you sign out). A short-lived cookie also carries a Google or Microsoft sign-in through.
  • In your browser's storage: whether this browser takes calls for you, and where to return after signing in with Google or Microsoft.
  • In the tech app: your sign-in (in the phone's secure storage), plus changes waiting to sync and a copy of the price book so it works offline.

This website sets no cookies of its own until you sign in, and its visit counting uses none. Maps load image tiles from OpenStreetMap's servers, which receive your IP address when a map is shown.

How long we keep it

  • Technician location history: deleted after 30 days.
  • Spreadsheets a business uploads to import customers or prices: deleted 30 days after the import finishes (what was imported stays with the business's records).
  • Rate-limit counters: about a day. Records used to prevent duplicate requests: 24 hours.
  • Account, customer, job, message and call records: for as long as the business keeps its account, unless the business removes them. Businesses can archive customers and deactivate team members; to have records deleted, contact us.
  • Call recordings and voicemails, which stay with our telephony provider (Twilio): 1 year after the call, then deleted there (the record of the call stays).
  • The log of what was sent to a business's accounting app (QuickBooks Online): 1 year, then deleted (what reached the accounting app stays there).
  • A business's activity log (the record of who changed what, which its integrations can read): 1 year, then deleted.
  • Logs of what was sent to a business's webhook addresses: 30 days, then deleted.
  • Taps on links in a business's texts (the browser and a one-way code of the address): 90 days, then deleted; the count of taps stays. A text's or email's delivery details from our providers (their message id and any error): 90 days, then removed; the message itself stays with the business's records.
  • Records of a business's automations running: 1 year after they finish, then deleted.
  • Transcripts of calls the AI receptionist answered: 1 year, then deleted (the record of the call stays); the receptionist's working notes for a call: 7 days after it ends.
  • Web server logs: [LOG RETENTION PERIOD].
  • Visit statistics for this website (from our own analytics, above): for as long as we run the website. They hold no IP addresses and nothing that links a visit to you or to your visits on other days.
  • Visit statistics for websites built with Crew & Level Sites: daily totals for 25 months; if the business no longer has Sites Pro, 90 days. The one-way visitor codes and daily random values: deleted within two days.
  • After an account closes: [RETENTION PERIOD AFTER CLOSURE], then deleted, except where the law requires us to keep records (for example, billing records).

Security

We keep each company's data apart, hash passwords and tokens, encrypt stored secrets, offer two-step sign-in, and record who changes what. Details are on our security page. No system is perfectly secure; if we learn of a breach affecting your data, we'll tell you as the law requires.

Your choices and rights

  • Team members can update their name, email and password and see and end their sessions in My account.
  • Anyone can stop marketing texts by replying STOP, and marketing emails with the unsubscribe link in each one. Messages about your appointments and invoices still come from the business.
  • Depending on where you live, you may have the right to access, correct, delete or get a copy of your personal data, to object to or restrict some processing, and to complain to a data protection authority. Email privacy@crewandlevel.com; we'll confirm who you are and answer within the time the law allows. We won't treat you differently for using these rights.
  • [ADDITIONAL STATE OR COUNTRY-SPECIFIC DISCLOSURES, IF REQUIRED]

Where data is processed

Crew & Level is hosted by [HOSTING PROVIDER AND REGION]. Our service providers may process data in the United States and other countries; where the law requires, we use appropriate safeguards for those transfers.

Children

Crew & Level is a business tool and isn't meant for children under 16. We don't knowingly collect their data.

Changes and contact

If we change this policy in a way that matters, we'll update the date above and let account owners know before it takes effect. Questions or requests: privacy@crewandlevel.com, or write to [LEGAL ENTITY NAME], [REGISTERED ADDRESS].