PRIVACY

Nexus Platform - Privacy Policy

Last Updated: November 9, 2025

1. Introduction & Scope

This Privacy Policy describes how Ilinix (ILINIX LLC) collects, uses, and shares information in connection with our Nexus Platform (the "Platform") and related Services (as defined in our Terms of Service).

This policy does not apply to our main marketing website (ilinix.com), which is governed by its own policy. This policy is for users who have registered for an account on the Platform.

By using the Platform, you agree to the collection, use, and sharing of your information as described in this policy.

2. Our Role: Data Controller vs. Data Processor

This policy distinguishes between two types of data, as our role and responsibilities are different for each.

  • "Customer Personal Data" (We are the Controller): This is the information we collect from you to manage your account, provide support, and bill you for our Services. This includes your name, work email, and billing address. We are the Data Controller for this data.
  • "Service Data" (We are the Processor): This is the data that you or your Authorized Users upload, create, or generate inside the Services. This includes your `Customer Data` (like call recordings, prompt scripts, and agent phone numbers). We are the Data Processor for this data. We only process Service Data on your behalf and according to the instructions in our Terms of Service. Your company (the Customer) is the Data Controller for all Service Data.

3. Information We Collect

We collect information in the following ways:

(a) Information You Provide Directly:

  • Account & Profile Information: When you create an account, we collect your Full Name, Work Email, Company Name, and Phone Number.
  • Billing Information: When you add a payment method, we collect your Billing Address. All credit card processing is handled directly by our payment processor (Stripe). We do not collect or store your full credit card number, only a secure token or Stripe ID.
  • Support Information: When you log a support ticket, we (and our support provider, Zendesk) collect your Email, the Subject, and the Description of your issue.

(b) Information We Collect Automatically:

  • Usage Data & Logs: As described in our Terms of Service, we automatically collect Usage Data (diagnostic logs, performance metrics) to monitor, debug, and improve our Platform.
  • Cookies & Analytics: We use Google Analytics and other standard cookies on our Platform to help us understand how users interact with our service so we can make it better.

4. How We Use Your Information

We use the information we collect for the following purposes:

  • To Provide and Maintain the Services: We use your Account Information to authenticate you and your Service Data to perform the Services you request (e.g., use an agent's phone number to route a call).
  • To Bill You: We use your Billing Information to charge you for Paid Services.
  • To Support You: We use your Support Information to investigate and resolve your technical issues.
  • To Improve Our Platform: We use Analytics data and Usage Data to identify trends, fix bugs, and improve the user experience.
  • To Communicate With You: We use your email to send essential system alerts, security notices, and billing invoices.

5. How We Share Your Information

We do not sell, rent, or trade your personal information. We only share information in the limited circumstances described below.

(a) With Your Consent: We may share information when you give us your explicit consent to do so.

(b) With Our Service Providers (Sub-processors): We share information with third-party service providers who help us operate our Platform. These providers are contractually obligated to keep your information confidential and only use it for the specific purposes we've requested.

Our key sub-processors include:

  • Infrastructure & Hosting: Amazon Web Services (AWS) for data hosting, telephony (Amazon Connect), email (AWS SES), and SMS (AWS SNS).
  • Payment Processing: Stripe, to process all billing and payments.
  • Customer Support: Zendesk, to manage and respond to support tickets.
  • Analytics: Google Analytics, to understand how our Platform is used.
  • App Notifications: Google Firebase, to send push notifications to your devices.

(c) For Legal Compliance or Safety: We may disclose information if we believe it's required by law, such as to comply with a subpoena or other legal process. We may also disclose information to protect the rights, property, or safety of Ilinix, our customers, or the public.

6. Data Security and Retention

(a) Security:
We take security seriously. We use reasonable and appropriate technical and organizational measures to protect your information from unauthorized access, use, or disclosure. This includes measures like encryption of data in transit and at rest, and strict access controls. However, no internet-based service is 100% secure, and we cannot guarantee absolute security.

(b) Retention:
We retain your information for as long as necessary to fulfill the purposes outlined in this policy, unless a longer period is required by law.

  • Customer Personal Data (e.g., your account info): We retain this for as long as your account is active.
  • Service Data (e.g., your call recordings): We process and retain this data according to the terms of our Agreement with your company (the Customer). As stated in our Terms of Service, all Customer Data (which includes Service Data) is permanently deleted 30 days after an account becomes "Inactive" or is terminated.

7. Your Data Rights (US Privacy Rights)

Because we operate in the United States, you have certain rights over your information, especially if you are a resident of states like California (CCPA).

  • For "Customer Personal Data" (your account info):
    • Right to Access & Correct: You can access and update most of your account information directly by logging into your account settings.
    • Right to Delete: You can request to delete your personal account information by contacting us. We may need to retain certain information for legal or billing purposes.
  • For "Service Data" (data your company owns):
    • Ilinix is the Data Processor. Your company (the Customer) is the Data Controller. If you wish to access, correct, or delete "Service Data" (such as a call recording or an agent profile), you must direct your request to your employer (the Customer). We will assist our Customers in responding to these requests as required by our Agreement with them.

8. Children's Privacy

Our Platform and Services are not directed to individuals under the age of 16, and we do not knowingly collect personal information from children. If we become aware that we have inadvertently collected such information, we will take steps to delete it.

9. Changes to This Policy & Contact Us

(a) Changes to This Policy:
We may update this Privacy Policy from time to time. We will notify you of any material changes by posting the new policy on this page and, if the changes are significant, by sending an email to the primary email address associated with your account.

(b) Contact Us:
If you have any questions or concerns about this Privacy Policy or our data practices, please contact us at: Email: legal@ilinix.com