Privacy policy

Draft for legal review

1. Who we are

Sentra Scheduler is provided by Computer Systems Plus, Inc. (“CSP,” “we,” “us” or “our”), 2134 North Fine Ave, Fresno, CA 93727. This policy explains how we collect, use, share and protect information when service companies, their staff and technicians, and their customers use Sentra Scheduler, and when anyone visits sentrascheduler.com.

Companies that use Sentra Scheduler (“Customers”) decide how service requests and jobs are handled. For information in a Customer’s Sentra Scheduler account, the Customer controls the information and CSP processes it on the Customer’s behalf, under our terms of service and data processing addendum. If you requested service from a company that uses Sentra Scheduler, that company’s own privacy policy also applies.

2. Information from people who request service

You can request service without an account. Depending on what you choose to share, we collect, on behalf of the company you contact:

• What you request: the type of service, the address or location, a description, your answers to the company’s questions, and photos
• Location: the spot you pin on the map. If you allow it, your device’s location or the location stored in a photo is used to suggest the spot.
• Contact details you give (name, email, phone) so the company can follow up and send updates
• Chat conversations, when you use the AI chat or the help assistant
• Calls and emails: if you call or email the company and its staff enter the request for you, the details you give them
• Technical data needed to run the service, such as IP address, used briefly for rate limiting and abuse prevention and not stored with your request

3. Information about staff and technicians

When a Customer adds office staff or technicians, we collect:

• Name, email address, role, team and, if provided, phone number
• Sign-in information, handled by our sign-in provider (including single sign-on when enabled)
• Actions taken on jobs, such as assignments, notes, status changes, close-out photos and the cost of work (the job timeline and audit log)
• Usage of the office portal and technician app, such as features used, device type and time of access, for security and support
• Questions asked of the help assistant

4. Technician location

• Live technician location is collected only if the Customer has enabled it and the technician turns location sharing on in the app. Technicians can turn it off at any time.
• Location is used to show where technicians are, plan routes and measure travel and on-site time for performance reports.
• Location history is kept per the Customer’s setting (by default, a 7-day trail and the last known position for 24 hours), then deleted.
• Route planning sends stop coordinates to our maps provider, without names or contact details.

5. Customer business data

In providing the service, we store and process data the Customer creates or imports, including:

• Jobs, their history, photos, attachments and close-out records
• Job types, questions, teams, response times, routing rules, service areas and themes
• Price lists and the cost of work recorded on jobs
• Knowledge base articles and help content
• Records imported from the Customer’s previous system
• Reports, dashboards and schedules

This data belongs to the Customer. We do not use it for any purpose other than providing, supporting and improving the service.

6. Our marketing website

When you use a form on sentrascheduler.com, such as a demo or pricing request, we collect what you enter (such as your name, email, company, industry, number of field staff, phone and message) so we can respond. No account is needed, and we do not add you to a marketing list without your permission.

7. Analytics and cookies

In the office portal, the request-service widget and the technician app, Sentra Scheduler counts visits without cookies and without storing IP addresses, browser details or names. Unique visitors are counted with a code that changes every day and can’t follow a person across days. Browsers that send Do Not Track or Global Privacy Control are counted as visits only. Customers can turn analytics off. We use only the essential storage needed to keep staff signed in.

On this marketing website (sentrascheduler.com only), we use Google Analytics to understand which pages are useful. It sets cookies (such as _ga) and Google receives your IP address and browser details; see Google’s privacy policy. You can block it with your browser’s privacy settings or Google’s opt-out add-on. It is never loaded in the widget, the office portal or the technician app.

We do not use advertising cookies anywhere.

8. How information is used

We use information to:

• Take in, schedule, dispatch, work and close jobs, and keep the people who requested them informed
• Suggest job types, answer questions and take service requests through the chat, when the person confirms
• Plan routes and show technician locations, where enabled
• Produce dashboards and reports for the Customer
• Send updates, staff notices and scheduled reports by email
• Show job status on tracking pages without names or contact details
• Respond to support requests and communicate with Customers
• Keep the service secure and working, and detect and prevent fraud, abuse and unauthorized access
• Improve performance, reliability and usability, using aggregated information that does not identify anyone
• Comply with legal obligations

We do not sell personal information and do not use it for advertising.

9. AI data handling

Sentra Scheduler uses Anthropic’s Claude for a few focused jobs, and sends only what each one needs:

• Job type suggestions: a photo or a few words
• Customer chat: chat messages, the company’s job types and knowledge base, and job status when someone asks by number
• Chat insights: chat text, to produce summaries for the company’s staff
• Plain-words and voice search: the staff member’s search text, turned into filters
• Summaries and reply drafts: the job’s details and history, for office staff to review
• Translation drafts: job type names and help text, for staff to review
• Help assistant: the question asked

We do not use your data to train AI models, and our AI provider does not use it for training. Data is processed to return a response and is not used by the provider for any other purpose.

AI suggests; people decide. The chat files a service request only after the person confirms. People can always use the regular form instead of the chat.

10. Communications

Email

We send email using Resend, on behalf of the Customer, including:

• Request confirmations, status updates and completion notices, with the after photo where provided, to people who give an email
• Staff assignment notices, invitations and scheduled reports

People can stop job updates from the link in any update email. Staff can manage notifications in their settings. Security messages, such as staff sign-in notices, cannot be turned off.

Text messages

Sentra Scheduler does not currently send text messages. When text updates become available, they will be sent only to people who ask for them, never for marketing, and this policy will be updated first.

11. Tracking pages

• Each service request gets a tracking link. Tracking pages show the job type, status and updates the company chooses to share, without names or contact details.
• Anyone with the tracking link or request number can see that status, so share it only with people you want to see it.

12. Data storage and security

• Hosted in the United States: the application and database run on US-based servers; photos, files and backups are stored in Amazon Web Services (S3) in a US West region.
• Encryption in transit: all traffic is encrypted with TLS and passes through Cloudflare’s firewall and DDoS protection.
• Encryption at rest: stored files and database backups are encrypted.
• Access controls: role-based permissions limit staff to the data appropriate to their role and team.
• Secure sign-in: staff sign in through Clerk, with single sign-on when enabled. People who request service don’t sign in, and we store no passwords for them.
• Audit logging: actions on jobs and administrative changes are logged.
• Monitoring and testing: the service is monitored around the clock, and security is tested regularly.

More detail is on our security page.

13. Data separation between companies

Sentra Scheduler serves many Customers on a shared platform. Each Customer’s data is logically separated: every query is scoped to that Customer, so no Customer can access, view or change another’s data. This separation is tested. CSP staff access to Customer data is limited to support and operations, and is controlled and logged.

14. How long we keep it

• Jobs and their history: for as long as the Customer keeps its account, or as the Customer instructs
• Chat transcripts: 90 days by default (set by the Customer); summaries and counts are kept after the text is deleted
• Technician locations: per the Customer’s setting (default: trail 7 days, last known position 24 hours)
• Raw analytics events: 30 days, then daily totals only
• Staff accounts: personal information is removed within 30 days after an account is deactivated; actions in job history remain part of the Customer’s records
• Backups: 30 days
• Billing records (invoices and payment history): 7 years, for financial record keeping

When a Customer leaves Sentra Scheduler, its data is available for export for 30 days, then deleted from the service and, after backup expiry, from backups.

15. Sharing and subprocessors

We share information only:

• With the Customer you requested service from or work for
• With the subprocessors that run the service, solely to operate it
• With systems the Customer connects through webhooks or the API, at the Customer’s direction
• When required by law, such as a valid subpoena or court order. Where permitted, we notify the Customer first.

Current subprocessors include:

• Cloudflare — DNS, TLS, firewall and DDoS protection
• A US-based cloud server provider — application and database hosting
• Amazon Web Services (S3) — photo and file storage, and nightly encrypted backups
• Resend — email delivery
• Anthropic (Claude) — AI features
• Mapbox — base maps and street routing
• OpenStreetMap Foundation (Nominatim) — address search fallback
• Clerk — staff sign-in and single sign-on
• Google Analytics — analytics on this marketing website only

The full list, with purpose, data and location, is on our subprocessors page.

We do not sell, rent or trade personal information or Customer data.

16. Your choices and rights

People who request service can do so without an account, choose not to give contact details and stop updates at any time. To access, correct or delete information about a service request, contact the company you requested service from, which controls that information. You can also email [email protected] and we will forward your request to that company.

Customers and their staff can:

• Access and request a copy of personal information we hold
• Correct inaccurate or incomplete information
• Delete accounts and associated personal information
• Export the Customer’s data in standard formats
• Opt out of non-essential notifications

We respond to requests within 30 days.

17. California residents

If you are a California resident, you may have rights under the California Consumer Privacy Act, as amended by the California Privacy Rights Act, including the right to know what personal information is collected and how it is used, to request correction or deletion, and to opt out of the sale or sharing of personal information. We do not sell or share personal information for cross-context behavioral advertising.

For information in a Customer’s Sentra Scheduler account, CSP acts as a service provider to that Customer, so requests are handled with the Customer. For information we collect on this marketing website, contact us directly at the address below.

18. Accessibility

Sentra Scheduler is built to conform to WCAG 2.1 Level AA, as described on our accessibility page. Providing accessible features, such as translation drafts or text alternatives, does not involve collecting any additional personal information. If you need this policy in another format or encounter a barrier, contact us and we will respond within 1 business day.

19. Children

Sentra Scheduler is not directed to children under 13, and we do not knowingly collect personal information from them. If we learn we have collected such information, we will delete it promptly.

20. Changes to this policy

We may update this policy to reflect changes in our practices or for legal, operational or regulatory reasons. If we make material changes, we will notify Customers by email or in-product notice at least 14 days before they take effect. The “Last updated” date at the top of this page shows when it was last revised.

21. Contact

Questions or concerns about this policy or our data practices: