Privacy Policy

This Privacy Policy explains how Primal Array LLC ("Primal Array," "we," "us," or "our") collects, uses, discloses, and protects information through ServiceTechIQ, servicetechiq.com, related customer portals, mobile or web applications, support channels, and connected services (collectively, the "Services").

1. Scope and Roles

ServiceTechIQ is primarily a business-to-business field-service platform. A subscribing company controls the business records it and its authorized users place in ServiceTechIQ, including employee, customer, work-order, equipment, time, and operational information. For that information, the subscribing company generally acts as the business or controller and Primal Array acts as its service provider or processor. Primal Array independently controls account administration, product security, billing, support, and website information.

If you use ServiceTechIQ through your employer or another organization, that organization determines why your work-related information is processed. Questions about its employment practices should be directed to that organization.

2. Information We Collect

Information provided directly

• Account and profile information, such as name, business email, phone number, job title, company, role, login credentials, or identity-provider identifiers.
• Company and customer records, including contacts, sites, service requests, work orders, schedules, equipment, inventory, quotes, invoices, documents, messages, notes, signatures, and uploaded photos.
• Workforce information, including assignments, status changes, time entries, corrections, paid-time-off or sick-time requests, approval history, and per-diem records.
• Communications with Primal Array, including support requests, feedback, onboarding information, and legal or privacy requests.
• Billing and transaction information. Payment-card details may be handled by a payment processor rather than stored directly by Primal Array.

Information collected automatically

• Device, browser, operating-system, IP address, timestamps, session, diagnostic, security, and application-performance information.
• Push-notification tokens and notification delivery or interaction information.
• Usage information, such as pages or features accessed and actions taken within the Services.
• Location-related information only when a feature is enabled and the device or user provides permission. Navigation may also open an external mapping application governed by its own privacy terms.

Connected services

When a customer connects an accounting, payroll, identity, mapping, email, payment, or other third-party service, we receive and transmit information needed to provide the requested integration. The connected provider separately controls its own services and privacy practices.

3. How We Use Information

• Provide, authenticate, configure, maintain, and secure the Services.
• Process service requests, work orders, assignments, time records, inventory activity, documents, messages, quotes, invoices, and customer-portal activity.
• Deliver email, push, and in-app notifications selected by the customer or user.
• Operate requested integrations and exports.
• Provide onboarding, support, troubleshooting, product improvement, and fraud or abuse prevention.
• Comply with law, enforce agreements, protect rights and safety, and establish or defend legal claims.
• Create aggregated or de-identified analytics that do not reasonably identify an individual or customer.

4. AI-Assisted Features

Some features may help draft, summarize, organize, or suggest content. Inputs and outputs may be processed by service providers used to deliver those features. Customers and users must review outputs before relying on them and must not submit information they are not authorized to process. AI-assisted output is not professional, legal, accounting, payroll, engineering, code-compliance, or life-safety advice.

5. How We Disclose Information

We may disclose information to:

• The subscribing company and its authorized administrators, managers, dispatchers, technicians, customer users, and other authorized personnel according to configured permissions.
• Infrastructure, database, storage, hosting, authentication, email, notification, analytics, support, payment, and security vendors that process information for us under appropriate obligations.
• Third-party services selected or connected by the customer.
• Professional advisers, insurers, auditors, financing parties, or transaction participants subject to appropriate confidentiality protections.
• Government authorities or other parties when reasonably necessary to comply with law, protect rights or safety, investigate misuse, or respond to lawful process.

We do not sell personal information for money. We do not use ServiceTechIQ customer content for cross-context behavioral advertising.

6. Data Retention

We retain information while needed to provide the Services, satisfy customer instructions, maintain security and audit records, resolve disputes, enforce agreements, and meet legal, tax, accounting, and backup obligations. Following account termination, customer data will be handled under the applicable agreement and data-export policy. Backup copies may persist for a limited period before routine deletion or overwrite.

7. Security

We use reasonable administrative, technical, and organizational safeguards appropriate to the nature of the information and Services. No system is completely secure. Customers are responsible for managing authorized users, assigning appropriate roles, protecting credentials, reviewing access, configuring integrations, and promptly reporting suspected compromise.

8. Individual Choices and Requests

Users may update certain profile and notification settings in the Services. Requests to access, correct, export, or delete information may be sent to [email protected]. When information is controlled by a subscribing company, we may refer the request to that company. We may verify identity and retain information where permitted or required by law.

9. Workforce Privacy

A customer using ServiceTechIQ for employee assignments, timekeeping, leave, travel status, location-enabled functions, or performance-related records is responsible for providing required notices, obtaining required consents, adopting lawful policies, honoring labor and privacy rights, and limiting access to legitimate business purposes. Primal Array does not make employment decisions for customers.

10. Children's Privacy

The Services are designed for businesses and are not directed to children under 13. Users must be at least 18 years old or the age of legal majority applicable to their business use. We do not knowingly collect personal information from children under 13. Contact us if you believe a child has provided information.

11. State Privacy Rights

Depending on residence and applicable law, an individual may have rights concerning access, correction, deletion, portability, restriction, or appeal. We will process valid requests consistent with applicable law and our role as controller or processor. Authorized agents may be required to provide proof of authority.

12. Changes to this Policy

We may update this Privacy Policy. We will post the revised version, update its effective date, and provide additional notice when required or when changes are material.

13. Contact