Privacy Policy
This policy explains what information Aximetric LLC, doing business as SolvitFSM ("SolvitFSM", "we", "us"), collects through the SolvitFSM website, applications and customer portal (the "Service"), how we use it, and the choices you have. It applies to visitors of our website, staff users of our customers, and end customers who use the customer portal.
1. Two roles: our customers' data and our own
SolvitFSM is business software. Most of the personal information in the Service (names, phone numbers, addresses, equipment and service history of our customers' own customers) is entered by the service company that subscribes to SolvitFSM. For that data we act as a service provider (processor) on behalf of the subscribing company, which decides why and how it is used. If you are an end customer of a service company that uses SolvitFSM, please direct privacy questions about your data to that company first. We will assist them in responding.
For the information described in Section 2 that we collect for our own purposes, we act as the business (controller).
2. Information we collect
| Category | Examples | Source |
|---|---|---|
| Account information | Name, work email, phone, company, role, login credentials (hashed), MFA settings | You or your employer |
| Demo and contact requests | Name, company, email, phone, team size, service type | The website form or email |
| Customer Data | Records your company enters: customers, contacts, equipment, work orders, quotes, invoices, payments, notes, photos, messages | The subscribing company and its users |
| Usage and device data | IP address, browser and device type, pages and features used, timestamps, error logs, mobile device identifiers for push notifications | Collected automatically |
| Communications | Emails and text messages sent and received through the Service, delivery, bounce and open events, support conversations | The Service and email providers |
| Location | Job site addresses and coordinates; technician location only if a feature that uses it is enabled by your company | The subscribing company; device if enabled |
We do not collect payment card numbers. Online payments are processed by Stripe, which receives card details directly. We store only the payment status, amount and a Stripe reference.
3. How we use information
- To provide, secure, maintain and support the Service and the accounts of our customers.
- To send transactional messages on behalf of a subscribing company (appointment notices, invoices, quotes, portal invitations, verification codes) and service messages from us (billing, security, product changes).
- To respond to demo requests and, with your consent or where permitted, to tell you about the Service. You can opt out at any time.
- To monitor performance, detect abuse and fraud, and fix problems.
- To improve the Service using aggregated, de-identified usage data.
- To comply with law and enforce our Terms of Service.
AI features. Some features (for example the in-app help assistant and text suggestions) send the text of your question or the record you are editing to an AI model provider to generate a response. We do not allow providers to use this data to train their models, and we do not sell it.
4. How we share information
We do not sell personal information and we do not share it for cross-context behavioral advertising. We share information only:
- With service providers that process it for us under contract, limited to what they need to provide their service:
| Provider | Purpose |
|---|---|
| Amazon Web Services | Hosting, storage, backups, email sending and receiving (SES) |
| Cloudflare | Content delivery, DNS and application security |
| Stripe | Online payment processing |
| Twilio | SMS delivery and phone verification |
| Intuit (QuickBooks Online) | Accounting sync, only when a company connects its own QuickBooks account |
| DocuSign, SignNow | Electronic signatures, only when a company connects its own account |
| Google Maps Platform | Address lookup and maps |
| AI model providers | Help assistant and text suggestions, as described in Section 3 |
- With the subscribing company whose account you use, which can see the data you enter and your activity in its account.
- With integrations you choose to connect (for example your own QuickBooks or DocuSign account).
- For legal reasons, when required by law, subpoena or to protect rights, safety and the integrity of the Service.
- In a business transfer, such as a merger or sale, in which case this policy continues to apply to the transferred data.
5. Data retention
We keep Customer Data for as long as the subscribing company's account is active. After a subscription ends, the company can export its data for 30 days, and we delete it from production systems within 90 days and from backups on the normal rotation. Account and billing records are kept as long as needed for legal, tax and accounting purposes. Usage logs are kept for up to 13 months. Demo request details are kept for up to 24 months unless you ask us to delete them sooner.
6. Security
We use reasonable safeguards designed to protect personal information, including a separate database for each subscribing company, encryption in transit, encrypted backups, role-based permissions, optional multi-factor authentication, account lockout, and audit logs of changes to business records. No system is completely secure; if we become aware of a security incident affecting your information we will notify affected companies without undue delay.
7. Your choices and rights
- Access, correction, deletion. Staff users can update their profile in the Service. Customer portal users can update their contact details in the portal. For other requests, contact us or the subscribing company. Depending on where you live (for example under the California Consumer Privacy Act), you may have the right to know what personal information we hold, to have it deleted, to correct it, and not to be discriminated against for exercising these rights. We will verify your identity before acting on a request and respond within the time required by law.
- Marketing email. Use the unsubscribe link or contact us. Service and billing messages cannot be opted out of while you have an account.
- Text messages. Reply STOP to any message sent through the Service to stop receiving texts from that company. Message and data rates may apply.
- Cookies. The Service uses cookies and similar storage only for sign-in sessions, security and remembering your preferences. We do not use advertising cookies. Our website does not respond to browser "Do Not Track" signals because it does not track visitors across sites.
8. Children
The Service is for businesses and is not directed to children under 16. We do not knowingly collect personal information from children.
9. Where data is stored
The Service is hosted in the United States. If you use it from outside the United States, your information will be transferred to and processed in the United States.
10. Changes to this policy
We may update this policy from time to time. We will post the new version here with a new effective date and, for material changes, notify subscribing companies by email or in the Service at least 30 days before the change takes effect.
11. Contact
Aximetric LLC d/b/a SolvitFSM
Wexford, Pennsylvania
[email protected]