Please read this document carefully. If you have questions about how it applies to your company or account, contact us before using the service.
Scope and our role
This Privacy Policy explains how Pro Suite Software (“Pro Suite,” “we,” “us,” or “our”) collects, uses, discloses, and protects personal information through our websites, HVAC operations platform, technician portal, mobile experiences, and related support and communications (collectively, the “Service”).
For account administration, billing, website visits, and our direct communications, Pro Suite determines how information is handled. For customer, property, employee, contractor, job, photo, signature, invoice, and other records a subscribing company places in its workspace, that company generally controls the information and Pro Suite processes it to provide the Service. Requests about company-controlled records should first be directed to that company.
Information we collect
Depending on how you use the Service, we may collect:
- Account and company information: name, email, phone number, company name, team size, role, account identifiers, and login or authentication data.
- Customer and property records: customer names, contact details, service addresses, properties, equipment, warranties, memberships, service history, and communications.
- Job and field records: work orders, schedules, assignments, statuses, notes, estimates, invoices, payment status, photos, signatures, arrival or completion times, and proof-of-service records.
- Technician information: profile and contact information, skills, availability, status, assigned work, service-area address, and location or route information when supplied or enabled.
- Call and communication data: emails, support messages, call details, recordings, transcripts, summaries, and related customer-service records when those features are configured.
- Transaction information: subscription plan, billing contact, invoices, payment status, and limited transaction details from payment providers.
- Device and usage information: IP address, browser and device type, identifiers, pages and features used, timestamps, logs, diagnostics, and approximate location derived from IP.
Sources of information
We collect information directly from you; from company owners, administrators, office users, and technicians; from customers interacting with configured communications or approval flows; automatically from browsers and devices; and from service providers and integrations such as authentication, mapping, communications, payment, analytics, accounting, or support providers.
A company may add information about its customers, employees, contractors, equipment, and jobs. If your information appears in a company workspace, that company is the best source for details about why it collected the information.
How we use information
We use personal information to:
- create, authenticate, secure, and administer accounts and company workspaces;
- provide scheduling, dispatch, mapping, job, customer, technician, estimate, invoice, payment, reporting, communication, and proof-of-service features;
- process subscriptions and transactions;
- provide support, respond to requests, and send service communications;
- maintain, troubleshoot, analyze, protect, and improve the Service;
- detect fraud, misuse, security incidents, and violations of our terms;
- comply with law and protect our users, company, and others; and
- send marketing communications where permitted, subject to your choices.
Company administrators and users
If you use the Service through a company workspace, authorized company administrators may access and manage your profile, role, work records, schedules, messages, location or dispatch data, notes, photos, signatures, and other activity in that workspace. The company may retain or export those records according to its own policies.
Technician access is designed to be role-limited, but your company controls invitations, role assignments, job assignments, and its lawful use of workforce and customer information. This Policy does not replace a company’s employee, contractor, or customer privacy notice.
Location, job photos, and signatures
The Service may process a technician’s address, approximate or precise device location, route, and job location when the company or user supplies or enables that information. This data supports mapping, directions, assignment, dispatch, arrival, and field operations.
Photos, notes, timestamps, and customer signatures may be associated with a work order to document conditions, repairs, completion, approval, and proof of service. Companies are responsible for required notices, permissions, and retention rules for this information.
Calls, transcripts, and assisted features
If a company enables call-answering, transcription, summarization, or other assisted features, we may process audio, caller information, transcripts, prompts, outputs, and related job or customer context to provide the configured feature. The company is responsible for giving any notice and obtaining any consent required for recording or monitoring communications.
We may use aggregated or de-identified information to understand and improve Service performance. We do not use Company Data to identify or advertise to another company’s customers.
Payments
Payment providers may collect and process payment-card or bank information for subscriptions or enabled customer-payment features. Pro Suite generally receives limited details such as transaction identifiers, amount, date, method type, and payment status rather than full payment credentials. Payment providers handle information under their own terms and privacy policies.
Sale and targeted advertising
We do not sell personal information for money. We do not use or share personal information for cross-context behavioral advertising as those terms are defined by applicable privacy law. If our practices change, we will update this Policy and provide any legally required choices before the change applies.
Data retention
We retain information for as long as reasonably needed to provide the Service, maintain company workspaces, complete transactions, meet contractual commitments, resolve disputes, enforce agreements, protect security, and comply with law. Retention varies by information type, account settings, the subscribing company’s instructions, backup cycles, and legal requirements.
After an account ends, some information may remain temporarily in backups or be retained where required for legitimate business or legal purposes. Aggregated or de-identified information may be retained longer.
Security
We use administrative, technical, and organizational safeguards designed to protect information, including access controls and security practices appropriate to the Service. No system, transmission, or storage method is completely secure, and we cannot guarantee absolute security.
You can help by using a strong unique password, protecting authentication methods, limiting user access, reviewing company roles, and notifying us promptly about suspected misuse.
Your choices
You may update certain account details in the Service, manage company users if authorized, unsubscribe from marketing messages, and control browser cookies. Company administrators may request export, correction, or deletion of company-controlled records, subject to contractual, technical, and legal limitations.
Technicians, customers, or other individuals seeking changes to records held in a company workspace should contact that company first. We may refer your request to the company and assist it as required.
U.S. state privacy rights
Depending on where you live and whether an applicable law covers our processing, you may have rights to request access to, correction of, deletion of, or a portable copy of personal information; learn about categories of information, sources, purposes, and recipients; opt out of certain sale, sharing, targeted advertising, or profiling; limit certain uses of sensitive information; and appeal a denied request. You also have the right not to receive unlawful discriminatory treatment for exercising privacy rights.
Submit a request to legal@prosuitesoftware.com. Describe your request and your relationship to Pro Suite or the subscribing company. We may verify your identity and authority before responding. An authorized agent may submit a request where permitted by law. We will respond as required by applicable law.
Children’s privacy
The Service is intended for business users age 18 and older. It is not directed to children under 13, and we do not knowingly collect personal information directly from children under 13. If you believe a child provided information directly to us, contact us so we can review and take appropriate action.
Data location and transfers
Pro Suite is based in the United States, and information may be processed in the United States and other locations where we or our providers operate. Those locations may have different data-protection laws. Where required, we use appropriate safeguards for international transfers.
Changes and contact
We may update this Policy to reflect changes in the Service, law, or our practices. We will post the updated version with a revised effective date and provide additional notice when appropriate.
Questions or privacy requests may be sent to legal@prosuitesoftware.com. Pro Suite Software is headquartered in Greenville, North Carolina, United States.