PRIVACY POLICY

Last updated June 22, 2021

INTRODUCTION; SCOPE

Here at NHM, LLC (“we,” or “us”), we provide ShieldsUp, a vehicle electronics support line (“Shield’s Up”), and our goal is to help connect people with professionals who can help solve their vehicle issues –particularly when they have to do with their electrical and computer systems. By accessing or using the Service you agree to the Terms of Service and this privacy policy (the “Privacy Policy” and together with the Terms of Service, the “Terms”) described below. Your privacy and security are very important to us. To help make sure we’re doing everything we can to secure your information, this policy will inform you if and to whom we disclose any of that information, and what choices you have in how we use that information. So before using the Service, please read the following.

YOUR CONSENT AND MODIFICATIONS TO PRIVACY POLICY

By using the Service, you agree to the practices outlined in this Privacy Policy. We may modify this Privacy Policy from time to time, so please consult it regularly for any such changes. Any modifications will be effective immediately upon our posting them to our website.

Your use of the Service after any such modifications have been posted shall constitute your acceptance of the revised Privacy Policy.

When you make a call to the Service, the greeting message will direct you to the Terms of Service at https://www.shieldsup.io/terms-of-service Selecting option 1 to speak with an Agent shall constitute your acceptance of the Terms of Service.

COLLECTION AND USE OF PERSONALLY IDENTIFIABLE INFORMATION

Calls you may to the Service will NOT be recorded, stored, saved, or catalogued beyond 60 days. We may save other information about your call that is not Personally Identifiable Information, which we may use in for our own internal business practices (for example, reports that show the frequency and timing of communications). In limited cases, where we have a legal obligation or public-safety related obligation, call or text information may be retained as long as seven years.

“Personally Identifiable Information” is data that can be used to uniquely identify you, such as your full name, address, or location. Personally Identifiable Information could also include information about the device you are using to contact the hotline, including phone number and/or IP address. During your use of the Services, you may be prompted (but never required) to voluntarily provide Personally Identifiable Information, including but not limited to, your name and phone number. We ask for this information in order to provide the Services, and we only collect it directly from you or by using commonplace technology like CallerID.

While, in limited circumstances, we may collect Personally Identifiable Information, we will not share it with any third parties except as noted in this Privacy Policy.

COLLECTION AND USE OF NON-PERSONALLY IDENTIFIABLE INFORMATION

We also collect non-Personally Identifiable Information, which is data that cannot be directly used to identify or contact you. We may collect, use, transfer, and disclose non-Personally Identifiable Information for any purpose, including but not limited to improving the Service, for research and quality improvement, disclosing to third parties for our legitimate business purposes, or as required by law.

Below are examples of non-Personally Identifiable Information that we collect and how we may use it:

  • We may collect information such as age, gender, language, zip code, area code, and the time zone where a phone is being used to contact the Service to better understand behavior and improve the Service.
  • We also may collect information regarding usage of the Service such as the conversation volume, average length of conversation, and other data. This information is aggregated and helps us conduct research so we can improve the quality of our service.

Finally, we use the non-personal information we collect about our Enterprise Customer to, among other things, improve the Service, contact you, provide reporting internally, and fulfill your requests, including but not limited to referrals to other services. In other words, we collect information so we can provide you and others like you with a better Service. We may also share information related to our Enterprise Customers (but not any Personally Identifiable Information belonging to the Authorized Users) with our partners.

HOW WE USE YOUR INFORMATION

We use Personally Identifiable Information to help us develop, deliver, and improve our products, content, advertising and the Service.

  • We may also use Personally Identifiable Information for internal purposes such as auditing, data analysis, and research to improve our products, services, and communications.
  • We may also use your information to help us personalize your experience with us and to operate, maintain and improve the features and functionality of our service.

We will provide information about their Authorized Users to our Customer, including names and phone numbers as well as contents of the call where requested. There is no reasonable expectation of privacy between you and the Enterprise Customer who is sponsoring your use of the Service (and who in almost all cases, is your employer). Please consult your Enterprise Customer with any questions about what information they will request from us and what they plan to do with it.

DISCLOSURES TO THIRD PARTIES

At times we may make certain Personally Identifiable available to third parties that work with us.

We will use your Personally Identifiable Information, such as your name and contact information to connect you with third party service providers. In most cases, after hearing from you, we will work to find a service provider who can help solve your problem. We will help arrange for that provider to contact you by giving them your contact information and your name. If you would prefer that we do not give that information out, we can also arrange to get you the service provider’s information so you can contact them. Please note that different privacy rules may apply to their use or disclosure of Personally Identifiable Information. We do not control the privacy policies of others. We encourage you to ask questions before you disclose your Personally Identifiable Information to others.

Our services are hosted on the cloud using Amazon WebServices. We also store Customer information (including Personally Identifiable Information related to the Authorized Users) in our customer relationship management platform Hubspot. We may move the Services onto a new web-hosting service or we may switch CRM platforms, but in either event we will notify you and we will amend this Privacy Policy to reflect the new relationships.

LAW ENFORCEMENT, STATE AUTHORITIES AND EMERGENCY MEDICAL SERVICES

In certain extremely unlikely and narrow circumstances, we may disclose Personally Identifiable Information we collect from you to additional third parties if we believe such disclosure is necessary: (A) to comply with the law or in response to a subpoena, court order, government request, or other legal process; (B) to protect our interests, rights, safety, or property, including those of our affiliates and employees, including but not limited to Agents; (C) to enforce this Privacy Policy or our Terms of Service;(D) in connection with a merger, acquisition, liquidation, or corporate divestiture, or (E) to address fraud, security, technical issues, or to operate the Service or its infrastructure systems properly. 

HOW WE PROTECT YOUR PERSONALLY IDENTIFIABLE INFORMATION

We care about you and the security of your Personally Identifiable Information. We take reasonable precautions, including administrative, technical, and physical measures, to protect your Personally Identifiable Information from loss, theft, misuse, unauthorized access, disclosure, alteration, and destruction. We store all information on secured servers and we only permit approved employees, contractors, and third parties to access data pursuant to the practices described above.

We employ different security techniques to protect your Personally Identifiable Information from unauthorized access, including standard encryption practices. However, perfect security does not exist any where, including for calls. Although we believe we take appropriate measures to safeguard against unauthorized disclosures of information, we cannot assure you that your Personally Identifiable Information or communications with the call, text and live chat services will never be disclosed in a manner inconsistent with this policy and we make no representations or warranties regarding the sufficiency of our security measures to prevent unauthorized access or interception by third parties.

Finally, we are constantly assessing our privacy policies and practices to ensure that we employ the best approach that enables us to serve the people who need our services most, while doing everything we can to help them stay safe. Where a new approach advances service or safety we consider and make changes to our approach.

CONTACT US

If you have any questions or concerns about our Privacy Policy or the privacy practices described here, please contact: info@shieldsup.io

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