Introduction
JLM Technology Inc., operating as OnSite AI (“OnSite AI,” “we,” “us,” or “our”), respects your privacy and is committed to responsibly handling personal information.
This Privacy Policy explains how we collect, use, disclose, retain, and protect personal information when individuals interact with our website, services, communications, and AI-powered call answering and escalation platform.
This policy applies to personal information handled by OnSite AI in connection with our services. In some situations, OnSite AI processes information on behalf of business customers that use our platform. Those customers may also have their own privacy obligations and privacy policies.
1. Information We Collect
Depending on how you interact with OnSite AI or with a business using OnSite AI, we may collect information including:
Name and contact information, such as telephone number and email address;
Business name, location, and account information;
Information provided during telephone calls;
Call audio, where recording is enabled;
Call transcripts and summaries;
Details about service requests, incidents, properties, and requested assistance;
Information required to route, notify, or escalate a call;
Communications between users, customers, callers, and OnSite AI;
Technical information such as device, browser, IP address, and website usage information;
Account, subscription, billing, and service information; and
Other information voluntarily provided through our website, forms, email, telephone, or services.
The information provided during a service call may vary depending on the nature of the caller’s request.
We seek to limit collection to information reasonably necessary for legitimate business and service purposes.
2. Call Recordings and Transcriptions
OnSite AI may use call recording, transcription, summarization, and related technologies as part of its call-answering and escalation services.
Where recording is enabled, callers should be notified at or near the beginning of the call that the call may be recorded or transcribed for purposes such as call handling, dispatch, service delivery, quality assurance, record keeping, and improvement of the service.
OnSite AI customers are responsible for ensuring that their use of call recording and the OnSite AI service complies with laws applicable to their organization, callers, and jurisdictions.
Call recordings, transcripts, summaries, and information derived from calls may contain personal information and are handled in accordance with this Privacy Policy and applicable law.
3. How We Use Information
We may use personal information for purposes including:
Providing and operating the OnSite AI service;
Answering and processing incoming calls;
Identifying the nature and urgency of service requests;
Routing and escalating calls according to configured customer workflows;
Notifying designated employees, technicians, contractors, or other authorized recipients;
Sending SMS and email notifications;
Creating call records, transcripts, summaries, and service documentation;
Managing customer accounts and subscriptions;
Providing customer service and technical support;
Maintaining, securing, troubleshooting, and improving our services;
Detecting misuse, fraud, security threats, or technical problems;
Meeting legal, regulatory, contractual, and compliance obligations; and
Other purposes that are identified at the time of collection or otherwise permitted by law.
We will not use personal information for materially different purposes without appropriate notice or consent where required by law.
4. Artificial Intelligence and Automated Processing
OnSite AI uses artificial intelligence and automated technologies to assist with functions such as:
Conversational call handling;
Understanding caller requests;
Transcribing and summarizing conversations;
Identifying information relevant to a service request;
Assessing call context and potential urgency;
Applying configured call-handling and escalation workflows; and
Preparing notifications or information for designated recipients.
AI systems may make mistakes or interpret information incorrectly. OnSite AI is designed as a call-answering, notification, and escalation tool and is not a substitute for emergency services or professional judgment.
OnSite AI is not intended to make legal, medical, insurance, credit, employment, or other similarly consequential decisions about individuals.
Where applicable law provides rights concerning decisions based exclusively on automated processing of personal information, OnSite AI will address those rights as required by law.
5. SMS and Email Communications
OnSite AI may send SMS messages and emails as part of configured call-handling, notification, account, support, and escalation workflows.
These communications may contain information supplied during a call or service request.
Customers are responsible for ensuring that the telephone numbers, email addresses, and designated recipients configured for their accounts are accurate and authorized to receive such communications.
6. How We Share Information
We may disclose personal information when reasonably necessary to operate and provide our services, including to:
The OnSite AI business customer on whose behalf a call is being handled;
Authorized employees, technicians, contractors, or other recipients designated by that customer;
Technology, telecommunications, cloud hosting, AI, communications, payment, analytics, security, and other service providers that support the operation of OnSite AI;
Professional advisors where reasonably necessary;
Government, regulatory, law-enforcement, or other parties where disclosure is required or permitted by law; and
Parties involved in a proposed or completed financing, merger, acquisition, reorganization, sale, or transfer of all or part of our business, subject to applicable legal requirements.
We do not sell personal information to data brokers.
Service providers are expected to process information only for authorized purposes and subject to appropriate contractual or other safeguards where required.
7. Third-Party Service Providers
OnSite AI relies on third-party technology and infrastructure providers to deliver portions of the service. These may include providers of telecommunications, cloud infrastructure, artificial intelligence, communications, payment processing, website hosting, analytics, and related technology.
Information may therefore be processed or stored using infrastructure operated by third parties.
Third-party providers may maintain their own privacy and security practices and may process information in jurisdictions outside the province or country in which the information was originally collected.
OnSite AI seeks to use reputable service providers and to implement reasonable contractual, technical, and organizational measures appropriate to the nature of the information and services involved.
8. Data Storage and Security
OnSite AI uses administrative, technical, and organizational safeguards designed to protect personal information against unauthorized access, disclosure, alteration, loss, misuse, or destruction.
Safeguards may include, as appropriate:
Access controls;
Authentication measures;
Encryption in transit or at rest where supported and appropriate;
Restricted administrative access;
Service-provider controls;
Monitoring and logging;
Security procedures; and
Other measures appropriate to the sensitivity and circumstances of the information.
No technology or information system can be guaranteed to be completely secure. OnSite AI therefore cannot guarantee absolute security.
9. Data Retention
OnSite AI retains personal information only for as long as reasonably necessary to fulfill the purposes for which it was collected, meet contractual or operational requirements, resolve disputes, maintain appropriate business records, and satisfy legal or regulatory obligations.
Retention periods may differ depending on the type of information, the customer’s configuration, the purpose for which the information is used, and applicable legal requirements.
When personal information is no longer required, we will take reasonable steps to securely delete, destroy, or anonymize it in accordance with applicable requirements and our retention practices.
10. International and Cross-Border Processing
OnSite AI and its service providers may process or store personal information outside the province or country where the information was originally collected, including in Canada, the United States, or other jurisdictions in which authorized service providers operate.
When information is processed in another jurisdiction, it may be subject to the laws of that jurisdiction and may be accessible to courts, law-enforcement agencies, national-security authorities, or other governmental authorities in accordance with applicable law.
OnSite AI remains responsible for personal information under its control as required by applicable law and seeks to use contractual, technical, organizational, and other measures appropriate to protect information handled by service providers.
Where applicable law requires an assessment or additional measures before information is transferred outside a jurisdiction, OnSite AI will take steps intended to satisfy those requirements.
11. Cookies and Website Analytics
The OnSite AI website may use cookies and similar technologies that are reasonably necessary to operate the website and may use analytics technologies to understand website performance and usage.
Depending on the technologies implemented, these tools may collect information such as browser type, device information, IP address, pages visited, referring pages, and interaction information.
Where consent or additional notice is required for non-essential cookies, analytics, advertising, identification, location, or profiling technologies, OnSite AI will seek to provide appropriate choices or notices as required by applicable law.
12. Individual Privacy Rights
Depending on where you live and the laws that apply, you may have rights concerning your personal information, which may include the right to:
Request access to personal information held about you;
Request correction of inaccurate or incomplete personal information;
Ask questions about how your information has been collected, used, or disclosed;
Withdraw consent where processing is based on consent, subject to legal or contractual restrictions and reasonable notice;
Make a complaint or challenge our compliance with applicable privacy requirements; and
Exercise other rights available under applicable privacy law.
Certain rights may be subject to exceptions or limitations permitted by law.
To make a privacy request, contact us at privacy@onsiteai.ai.
We may need to verify your identity before fulfilling a request.
Where OnSite AI processes information solely on behalf of one of our business customers, we may direct the request to that customer or assist the customer in responding, as appropriate.
13. Children’s Privacy
OnSite AI is a business-to-business service and is not designed or marketed as a service for children.
However, callers may occasionally provide information relating to minors in connection with legitimate service requests.
We do not knowingly seek to collect personal information from children for marketing or profiling purposes.
If you believe personal information relating to a child has been collected or handled inappropriately, contact privacy@onsiteai.ai.
14. Changes to This Privacy Policy
We may update this Privacy Policy as our services, technology, legal obligations, or privacy practices evolve.
When we make material changes, we will update the effective date and provide additional notice where required by applicable law.
The current version will be made available on the OnSite AI website.
15. Privacy Officer and Contact Us
JLM Technology Inc., operating as OnSite AI, is responsible for personal information under its control.
Questions, requests, concerns, or complaints concerning privacy or this Privacy Policy may be directed to:
Privacy Officer
JLM Technology Inc.
Operating as OnSite AI
Email: privacy@onsiteai.ai
We will review privacy inquiries and complaints and respond in accordance with applicable legal requirements.