We collect data from you when you set up an account with Switchboard, like your name, email address, and billing information. We use that data to do things like communicating with you about your account and bill you for using our products and services. If you don't want to get marketing emails from us, you can opt-out by following the instructions in those emails or contacting customer service.
When you use our products and services, we collect data relating to and about your use, like the API, calls you make, how many calls you make or receive, the contents of the communications, and where events come from or go to. We show you this information in the Connect portal so you can manage your account. We also use this to complete calls, route communications traffic, bill you for your use of our products and services, watch out for fraud, and improve our products and services.
We share the data we collect from you with communications providers as necessary to complete the communication. We also share data we collect from you with Switchboard's third party service providers as necessary for those service providers to perform their services for us. We will also share your data with third parties if we're legally required to do so.
If you use Add-ons, the relevant Add-on Partners' policies will apply to their handling of your data.
Your data is transferred to the U.S.
Check out Section 17 of our Terms of Service if you have a dispute with us.
If you want to ask how to delete or access your data, email [email protected]
How We Use Data
How We Share Data
Users Outside of the U.S.
Links, Third Party Websites and Social Networking Services
Notice to California Residents
Changes to this Notice
Below is a summary of our practices when it comes to your data collected when you use the Switchboard Connect portal and related developer products and services. If you are interested in learning about our practices relating to data collected when you visit our publicly-accessible website switchboard.live, or joicaster.co.
Please note that some Switchboard customers may have special agreements with us that specify the collection, use, and sharing of their data. If those special agreements and this Notice conflict, those special agreements will apply.
For purposes of this Notice, the words "our," "us," "we," and "Switchboard" refer to Switchboard Inc. and our affiliates (which includes any person or entity that controls us, is controlled by us, or is under common control with us, such as our subsidiary, parent company, or our employees).
Before you submit any information on or through the Switchboard Connect portal or use our Services, please carefully review this Notice. By using any part of the Switchboard Site, you consent to the collection, use, disclosure and sharing of your information as further outlined below in this Notice.
Switchboard is a cloud computing company. Our customers are generally operators or software application developers (or companies that have software application developers working for them). Our customers generally use our Services, which include Switchboard Cloud or APIs to build video syndication workflows and capabilities into their applications. Our customers then often have their own customers or users of the applications they build using our Services. To avoid confusion, we'll call the individuals that use our customers' applications the "end users."
Categories of Customer Data. There are three general categories of customer data that we collect or generate from our customers' use of our products and services. We'll call these "Customer Content," "Customer Account Data," and "Customer Usage Data."
Customer Content. Customer Content consists of the communications that are sent through integration with certain of Switchboard's products and services, like the body of an archived file, scheduled events, and Destination Auth Token or approved access.
Customer Account Data. Customer Account Data is all the data that relates to the relationship between Switchboard and its customers, like our customers' names, contact information, and billing information and records.
Customer Usage Data. Includes operational data like API requests, events logs, origination and termination points (i.e. to/from ingest and destination), traffic routing information, or usage information. For Switchboard Cloud customers, Customer Usage Data also includes your end users' viewing device(s).
Customer Account Data you share with us directly. When you sign up for an account with Switchboard through our Connect portal, you'll be asked to give us your name, email address, and optionally, your company name. You'll also be asked to create a password. We collect this Customer Account Data so that we know who you are; we can communicate with you about your account, and we can recognize you when you communicate with us through the Connect portal or otherwise.
We may also ask you for a telephone number to contact you, like when you ask to be contacted by our sales team.
When you upgrade your account from a trial or free account, we'll ask you to provide our payment process with your payment methods data like your credit card information or your Paypal account information. Our payment processor, acting on our behalf, gathers this so that we can bill you for your use of our products and services.
For some products, we may have to obtain a physical address from you. For example, to get a phone number in certain countries, local regulations may require us to have a physical address on file for you or your end user. We may also need this for tax purposes. We may have to share your physical address with the telecommunications carrier from whom Switchboard obtained the phone number or local government authorities upon their request. Unless prohibited from doing so by law, we'll let you know if we have to share your address like this.
Similarly, for some of our products, you may have to complete an application form providing details about your company and your intended use of the product. We'll use this data for the purpose for which it was gathered from you. We may also use it in connection with improving our own internal processes and services or training our team members.
Also, we gather information about you when you interact with our customer support team, sales team or account management team. For example, when you contact our customer support team, you will be asked to give your account data and tell us the question you have or any problem you're experiencing. We gather this information so that we can help you with your question or problem. When you communicate with our sales team or account management team, we'll gather data about you, such as your use case and your business requirements, so that these teams are better equipped to assist you. We may also use this data so that we can improve our products and services and train our team members.
Customer Account Data we generate and collect automatically when you create an account. When you sign up for an account with Switchboard, we'll assign you an Account ID, which acts as a username, and a Auth Token, which acts as a password. You will need to use these credentials in connection with making requests to our APIs. We keep a record of these credentials, so that when your application makes requests to our API using these credentials, we know that it is you making the requests.
Customer Usage Data we collect from you from your use of our products and services, like our APIs. When you use our products and services, we collect Ingest and Destination Usage Data. This may include data like what commands your application had communicated to Switchboard, your IP addresses, how many times you used a Switchboard product or service, when the product or service was used by you or your end users, the number of events made or connected, the length of events, where those events originated or terminated, how those events were routed, and whether or not the connection was successful or failed.
We collect Customer Usage Data so that you can view it in the Connect portal and can manage your use of our products and services. We also collect it so that we can properly bill you for your use of our products and services, appropriately manage and route customer traffic, analyze and improve our products and services, and identify and solve problems that arise. Data collection tools may include local storage (e.g., Flash Cookies, HTML5), web beacons (e.g., pixel tags, clear GIFs), embedded script programming code, ETag identifier at URL, log file information (e.g., IP address), location data (e.g., GPS coordinates), device information (e.g., MAC address), and analytics information (e.g., Google Analytics).
In the case of applications that use Cloud, in addition to the Customer Usage Data mentioned above, there is an optional feature called Stream Share where we will collect your end users' names and email addresses that you pass to us so we can validate those end users on your behalf as requested by your application and communicate with those end users about activity on their Cloud account. In either case, we use that information for the same purpose of validating the end user and communicating with them about their account.)
Customer Content we collect from you from your use of our products and services, like our APIs. We also may collect Customer Content in connection with your use of certain products or services. For example, if you use our publishing services, we collect the event being sent and received so that we can share to and from the video sharing networks. Similarly, to transmit a live stream to and from the video sharing network, we have to collect the stream communications being sent and received to route them appropriately. You can also use our products and services to archival video communications, in which case, we will also collect those video archives.
You should not use our Services to receive, send or otherwise process Personal Health Information (PHI) as defined by the Health Insurance Portability and Accountability Act of 1996 as amended (HIPAA) unless you have either negotiated a Business Associate Agreement (BAA) with Switchboard or your use case for Switchboard's products and services does not require a BAA. Switchboard disclaims all liability for PHI sent, received or processed through Switchboard's products or services without a Business Associate Agreement. Just to be clear, Switchboard may not necessarily sign a BAA in connection with your use of any Switchboard product or service. Please contact our sales team to speak further regarding HIPAA-compliant uses of Switchboard's products and service.
Customer Account Data we collect from other sources. From time to time, we gather publicly-available information about companies that are our customers, such as where they are located, their website URL, their industry, and their size. Sometimes this type of Customer Account Data is obtained through third-party service providers that specialize in pulling together publicly-available information about companies.
How We Use Data
Generally, we use all the data that you provide to us or that we collect from you to provide our products and services to you, to enable you to access and use our products and services, to analyze our customers' use of our products and services, to improve our products and services, and to detect fraudulent or unlawful activity in connection with Switchboard accounts.
Below are some additional details regarding how we use categories of data we collect.
Customer Content. We use Customer Content for the purposes that you allow us access to it, like conveying it to and from telecommunications carrier networks or recording and transcribing it per your instruction. We may also use it to troubleshoot issues such as call quality concerns.
Customer Account Information. We use your email address in connection with your account password to authenticate your account and allow you to access your account data through the Connect portal. And, we use your Account ID and Auth Token to authenticate that it is your application that is making requests to our APIs.
We also use contact information you provide to Switchboard to communicate information regarding your account and the products and services you are using or to respond to an inquiry you have sent us.
In addition, we will use your email address to send you information about other Switchboard products, services, or events that you might be interested in. You can choose not to receive marketing emails from Switchboard. If you wish to stop receiving Switchboard marketing emails, you may click on the unsubscribe link that will appear at the bottom of any Switchboard marketing emails or you can contact customer support.
We will use publicly-available Customer Account Data about your company, such as your industry, the size of your company, and your company's website URL, to help us understand our customer base better and to tailor the information we send you about other Switchboard products, services, or events.
If you provide us with a physical address in order to obtain a number for which Switchboard is required to have your physical address on file, we'll use that address so that we can allow you to have that number and we may use this physical address to calculate taxes. We may also have to share that address with the video sharing provider from whom Switchboard obtained the Destination ID or local authorities upon their request. Unless prohibited from doing so by law, we'll make an effort to let you know if we have to share your address information like this.
We use your payment information so we can bill you and be paid for your use of our products and services.
Your Customer Usage Data. We use your usage data so we can properly bill you for your use of our products and services, appropriately manage and route customer traffic, analyze and improve our products and services, and identify and solve problems with our products and services that arise. We also use certain usage data to support regulatory requirements, such as calculation and reporting of tax or similar obligations.
In the case of applications that use Cloud, we use your end users' Destination ID that you pass to us so we can validate your events on your behalf as requested by your application. We also use your end-users' email addresses, both those that you have passed to us and those that end-users who have provided to Switchboard directly, to communicate with them about activity on their accounts, problems relating to their accounts, the availability of updates or upgrades to the Cloud app or our services, or to communicate other information about their accounts.
Data collected through tracking technologies like cookies and web beacons. We collect data through tracking technologies so we can understand how customers are using our Connect portal and what regions our customers are coming from. This helps us understand our customers better and how we can improve our Connect portal. We also use this to improve our customer's navigation experience with our Connect portal.
How We Share Data
Unless you give us your permission, we won't share your Customer Content, Customer Account Data, or Customer Usage Data with third parties, except as described below:
- Other communications service providers for proper routing and connectivity. Switchboard also allows you to use its products and services to send or receive communications through communications service providers that do not use the YouTube, Facebook, Twitch, and other devilry networks (often referred to as Over-the-Top (OTT) communications service providers). If you choose to use Switchboard's products and services to send or receive communications by way of these providers, Switchboard will share and receive Customer Content and Customer Usage data with these providers to the extent necessary to route and connect those communications from the sender to the intended recipient. How those communications service providers handle your Customer Content and Customer Usage data is determined their own policies.
- Third-party service providers or consultants. We may share your data with third-party service providers or consultants who need access to the data to perform their work on Switchboard's behalf, like sharing relevant Customer Account Data with our payment processor so it can process payments on our behalf, or our storage provider for storing your data on our behalf. These third-party service providers are limited to only accessing or using this data to provide services to us and must provide reasonable assurances that they will appropriately safeguard the data.
- Compliance with Laws. We may disclose your data to a third party if (i) we believe that disclosure is reasonably necessary to comply with any applicable law, regulation, legal process or a government request, (ii) to enforce our agreements and policies, (iii) to protect the security or integrity of our services and products, (iv) to protect ourselves, our other customers, or the public from harm or illegal activities, or (v) to respond to an emergency which we believe in good faith requires us to disclose data to assist in preventing a death or serious bodily injury. If Switchboard is required by law to disclose any of your data that directly identifies you, then we will use reasonable efforts to provide you with notice of that disclosure requirement, unless we are prohibited from doing so by statute, subpoena or court or administrative order. Further, we object to requests that we do not believe were issued properly.
- Affiliates. We may share your data with our affiliates. We all will only use the data as described in this Notice.
- Business transfers. If we go through a corporate sale, merger, reorganization, dissolution or similar event, customer data we gather from you may be part of the assets transferred or shared in connection with the due diligence for any such transaction. Any acquirer or successor of Switchboard may continue to use your data as outlined in this Notice.
- Aggregated or de-identified data. We might also share Customer Account Data or Customer Usage Data with third parties if that data has been de-identified or aggregated in a way that does not directly identify you or your end users.
- Switchboard Connect. If you have authorized a Switchboard Connect App to access your Switchboard account, by the very nature of how the Switchboard Connect program works, we will allow the third party developer of the Switchboard Connect App access your Switchboard account that you have given the Switchboard Connect App access. This access may include being able to read all your customer data, including your Customer Content. It may also include being able to perform actions on behalf of your account that charge your account.
We do not actively share your data with third-party advertisers unless you give us your consent to do so.
Add-ons are additional features, functionality or services offered by Switchboard's Add-on Partners (third parties not affiliated with Switchboard). Switchboard may make Add-ons available to you through the Switchboard Marketplace. Some Add-ons may need to access or collect some of your Customer Data. If you choose to use an Add-on, Switchboard will share your data with the Add-on Partner as necessary in order for you to be able to use the Add-on. Switchboard does not control Add-on Partners use of your data, and their use of your data will be in accordance with their own policies. If you do not want your data to be shared with an Add-on Partner, then you should not to use the Add-on.
Users Outside of the U.S.
Please note that when you use our Connect portal, or our other products and services, your Customer Content, Customer Account Data, or Customer Usage Data may be sent to the United States and possibly other countries. Some, but not all of this, may be in connection with routing your communications that are sent via our products and services in the most efficient way. We store customer data on servers located in the United States, and we may also store this data on servers and equipment in other countries. The data protection and other laws of the U.S. and other countries might not be as comprehensive as those in your country. Irrespective of the foregoing, by providing your information, you understand that it may be transferred to our facilities in the U.S. and to those third parties with whom we share it as described in this Website Privacy Notice.
Switchboard employs appropriate mechanisms for cross-border transfers of personal data, as required by applicable local law. As appropriate, Switchboard will enter into the Switchboard Inc. Data Protection Agreement with customers, which incorporates standard contract clauses deemed by the European Commission to offer adequate data protection and safeguards in relation to any transfer of Personal Data out of the European Economic Area. Please see our Terms of Service for more information. In addition, Switchboard continues to abide by the US-EU Safe Harbor Framework and the US-Swiss Safe Harbor Framework, as provided by the U.S. Department of Commerce and to regard the collection, use, and retention of personal information received from European Union member countries and Switzerland. Switchboard has certified that it adheres to the Safe Harbor Privacy Principles of notice, choice, onward transfer, security, data integrity, access, and enforcement. To learn more about the Safe Harbor program, and to view Switchboard's certification, please visit here.
We do not knowingly collect personal information online from children under the age of 13 without parental or guardian consent. Please contact us if you believe we may have collected such information without parental or guardian consent or other than in a manner authorized by law, and we will work to delete it.
We use appropriate security measures to protect the security of your customer data both online and offline. These measures vary based on the sensitivity of the information that we collect, process and store and the current state of technology. Please note though that no service is completely secure. So, while we strive to protect your data, we cannot guarantee that unauthorized access, hacking, data loss or a data breach will never occur.
You may access your account through our Connect portal by using your email address and a password that you chose when you signed up for Switchboard's products and services. To protect the confidentiality of your customer data and protect from unauthorized use of your account, you must keep your password and Auth Token confidential and not disclose it to any other person. Please let us know right away if you think your password or Auth Token was compromised or misused. For instructions on changing your password, click here.
You are responsible for maintaining the secrecy of and not to disclose intentionally or inadvertently your user login and password; do not disclose your password to anyone else. Please notify us immediately of any unauthorized use of your account. In the event that any personal information under our control is compromised as a result of a breach of security, we will take reasonable steps to investigate the situation and where appropriate, notify those individuals whose Information may have been compromised and take other steps, in accordance with any applicable laws and regulations.
Notice to California Residents
Switchboard does not currently respond to web browser's Do Not Track signals. You can learn more about Do Not Track here.
Residents of the State of California may request a list of all third parties to which we have disclosed certain personal information (as defined by California law) during the preceding year for those third parties' direct marketing purposes. If you are a California resident and want such a list, please contact us. For all requests, you must put the statement "Your California Privacy Rights" in the body of your request, as well as your name, street address, city, state, and zip code. In the body of your request, please provide enough information for us to determine if this applies to you. You need to attest to the fact that you are a California resident and provide a current California address for our response. Please note that we will not accept requests via the telephone, and we are not responsible for notices that are not labeled or sent properly, or that do not have complete information.
Links, Third-Party Websites, and Social Networking Sites
Our Services and communications may contain links to other websites that are not owned or controlled by us and SNS (collectively, "Linked Sites"). We are not responsible for the privacy practices, policies, notices or content of any Linked Sites, even if you link to them from our Services. This Website Privacy Notice does not apply to any Linked Sites. We have no control over the collection or use of information on any Linked Site. We encourage you to read and understand the privacy practices, policies, notices, and content of any Linked Sites that you visit.
Changes to this Notice
We may change this Notice from time to time. If we make changes, we'll revise the "Last Updated" date at the top of this Notice, which will be the effective date of such changes, and we may provide additional notice such as on the Switchboard website homepage, Connect portal sign-in page, or via the email address we have on file for you. We will comply with applicable law with respect to any changes we make to this Notice.
Deletion, access, and changes to Customer Data. You may access and make changes to certain of your Customer Account Data through the Account Dashboard in the Switchboard Connect portal. You will also be able to access Customer Content and various types of Customer Usage Data through the Connect portal as well.
To request deletion of your Switchboard account, email us at [email protected] You should know that deletion of your Switchboard account will result in you permanently losing access to your account and all customer data to which you previously had access through your account. Please note that certain data associated with that account may nonetheless remain on Switchboard's servers in an aggregated or anonymized form that does not specifically identify you. Similarly, data associated with your account that we are required by law to maintain will also not be deleted.
Promotional communications. You can choose not to receive promotional emails from Switchboard by following the unsubscribe/opt-out instructions in those emails. You can also opt-out by contacting customer support. Please note that even if you opt-out of promotional communications, we may still send you non-promotional messages relating to things like updates to our terms of service or privacy notices, security alerts, and other notices relating to your access to or use of our products and services.
Cookies and tracking technologies. How you make choices about cookies, and other tracking technologies depend on the type of cookie or tracking technology being used. You may be able to opt-out of the automatic collection of some Information by referring to your web browser's or mobile device's options or settings menu. However, doing so may disable many of the portions, features, or functionality of our Online Services. For example, most web browsers automatically accept cookies, but you have the choice to set your browser to accept or reject cookies. Each browser is different, so check the "Help" menu of your browser to learn how to change your cookie preferences or visit here for more information. For more information about disabling local storage objects or deleting information contained in Flash Cookies see here or here.
Mobile devices. Certain features of our Services as used on mobile devices may require access to your device's media storage applications (e.g., to use a video in your image gallery). Although you may decide whether or not to use any of those features, on Android devices you grant us permission to access such features as part of the installation process. If you later decide to revoke that permission, you can do so by following the standard uninstall process and removing the Application from your device. Alternatively, on iOS devices, you can grant or revoke your consent at any time and prevent us from continuing to access your image storage applications by changing the settings on your device.
Location data. You may opt-out from allowing us to have access to your location data by adjusting the permissions in your mobile device, though some features of our Services may not function properly if use or availability of location data is impaired or disabled.
SNS. You have the option to disable Information collected through SNS connections at any time by logging into your Account or reviewing the appropriate settings from within your account settings on the applicable SNS.
Targeted advertisements. You can also opt-out of the collection of web viewing data for interest-based advertising and other applicable uses by certain companies. Please visit here for more information. Information regarding your usage of the Online Services may still be collected for research, analytics, or internal operations purposes. We are not responsible for the effectiveness of any such opt-out options.
Data retention and deletion. If you completely delete all of your personal information, then your account may become deactivated, although your profile and any videos associated therewith will remain on our Services unless you have deleted them. Following termination or deactivation of your account, we may retain your personal information for backup, archival, or audit purposes, as well as to comply with laws, prevent fraud, resolve disputes, troubleshoot problems, assist with any investigations, enforce the Terms, and take other actions otherwise permitted by law.
If you have a dispute with us relating to our privacy practices, please contact our customer support or email us at [email protected]. Most disputes can be resolved that way. If we can't resolve our dispute that way, please see Section 18 (Agreement to Arbitrate) of the Terms, which describes how disputes will be resolved between us. As described in that section, the American Arbitration Association will conduct the dispute resolution proceedings. Please be sure to review the Terms, including Section 18, before you use any of our products and services.
You may contact via email at [email protected]. Or, you may write to us at the address listed below.Switchboard Live, Inc.
230 S. Broad Street
Philadelphia, PA 19102