Privacy Policy

Last Updated: January 5, 2025

Symatis Solutions ("we," "our," or "us") operates the EzChat platform, an AI-powered lead management and WhatsApp Business API automation service. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our services, including our integration with WhatsApp Business API.

1. Information We Collect

1.1 Information You Provide

• Account Information: Name, email address, company name, phone number, billing information
• WhatsApp Business Account: WhatsApp Business Account ID, phone number, business profile information
• Contact Data: Contact names, phone numbers, email addresses, and other contact information you upload to our platform
• Message Content: Messages sent and received through WhatsApp Business API, including text, images, videos, and documents
• Payment Information: Credit card details, billing address (processed securely through third-party payment processors)

1.2 Automatically Collected Information

• Usage Data: IP address, browser type, device information, access times, pages viewed
• WhatsApp Messaging Data: Message delivery status, read receipts, timestamps, conversation metadata
• Analytics Data: Conversation analytics, response rates, engagement metrics, AI chatbot performance data
• Cookies and Tracking: We use cookies and similar technologies to track activity and maintain user sessions

2. How We Use Your Information

2.1 Service Delivery

• Provide and maintain the EzChat platform and WhatsApp Business API integration
• Process and deliver messages through WhatsApp Business API
• Enable AI-powered chatbot conversations and automated responses
• Manage your contacts, leads, and customer relationships
• Generate analytics and reports on messaging performance

2.2 WhatsApp Business API Compliance

• Comply with Meta's (Facebook) WhatsApp Business API Terms of Service
• Ensure proper message formatting and delivery through WhatsApp
• Monitor and prevent spam, abuse, or unauthorized use of WhatsApp Business API
• Maintain message templates and obtain required approvals from Meta

2.3 Platform Improvement

• Improve our AI algorithms and chatbot responses
• Analyze usage patterns to enhance platform features
• Conduct research and development for new features
• Train machine learning models (using anonymized data)

2.4 Communication

• Send service announcements, updates, and security alerts
• Respond to your inquiries and support requests
• Send marketing communications (with your consent)
• Notify you of changes to our services or policies

3. WhatsApp Business API Data Handling

3.1 Message Data

When you use EzChat with WhatsApp Business API:

• Messages are transmitted through Meta's WhatsApp Business API infrastructure
• We store message metadata (timestamps, delivery status, read receipts)
• Message content may be temporarily cached for AI processing and analytics
• End-to-end encryption applies to messages as per WhatsApp's encryption protocol
• We do not access message content except as necessary for service delivery and AI processing

3.2 Contact Information

• Contact phone numbers are stored securely and encrypted
• We validate phone numbers against WhatsApp's system to ensure deliverability
• Contact opt-in/opt-out status is tracked and enforced
• We comply with WhatsApp's contact consent requirements

3.3 Template Messages

• Message templates are submitted to Meta for approval before use
• We store approved template content and metadata
• Template usage statistics are collected for compliance and analytics

4. Data Sharing and Disclosure

4.1 Third-Party Service Providers

We share data with trusted third parties who assist in operating our platform:

• Meta Platforms (WhatsApp): For WhatsApp Business API message delivery and processing
• Cloud Hosting Providers: For data storage and platform infrastructure
• Payment Processors: For secure payment processing (Stripe, PayPal, etc.)
• Analytics Providers: For platform usage analytics and performance monitoring
• AI/ML Services: For natural language processing and chatbot functionality

4.2 Legal Requirements

We may disclose your information when required by law or to:

• Comply with legal processes, court orders, or government requests
• Enforce our Terms of Service and other agreements
• Protect the rights, property, or safety of Symatis Solutions, our users, or the public
• Investigate fraud, security issues, or technical problems

4.3 Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred to the acquiring entity.

5. Data Security

5.1 Security Measures

• Encryption: All data is encrypted in transit (TLS/SSL) and at rest (AES-256)
• Access Controls: Role-based access control (RBAC) and multi-factor authentication (MFA)
• Regular Audits: Security audits, penetration testing, and vulnerability assessments
• Monitoring: 24/7 security monitoring and intrusion detection systems
• Compliance: SOC 2, GDPR, and WhatsApp Business API security requirements

5.2 WhatsApp-Specific Security

• Compliance with Meta's WhatsApp Business API security standards
• Secure storage of WhatsApp credentials and API keys
• Regular rotation of access tokens and authentication credentials
• Monitoring for suspicious activity and abuse prevention

6. Data Retention

6.1 Retention Periods

• Account Data: Retained for the duration of your account plus 30 days after deletion
• Message Content: Retained for 90 days or as required for service delivery
• Message Metadata: Retained for 2 years for analytics and compliance
• Payment Records: Retained for 7 years as required by tax laws
• Analytics Data: Anonymized data may be retained indefinitely

6.2 Data Deletion

You can request deletion of your data at any time. Upon deletion request:

• Personal data will be deleted within 30 days
• Backups containing your data will be purged within 90 days
• Some data may be retained as required by law or legitimate business interests

7. Your Rights and Choices

7.1 Access and Control

You have the right to:

• Access: Request a copy of your personal data
• Correction: Update or correct inaccurate information
• Deletion: Request deletion of your personal data
• Portability: Receive your data in a portable format
• Objection: Object to certain data processing activities
• Restriction: Request restriction of data processing

7.2 Communication Preferences

• Opt-out of marketing emails by clicking "unsubscribe" in any marketing email
• Manage WhatsApp message preferences in your account settings
• Control cookie preferences through your browser settings

7.3 WhatsApp Opt-Out

End users receiving WhatsApp messages can:

• Opt-out by replying "STOP" to any message
• Block your WhatsApp Business number
• Report spam or abuse to WhatsApp

8. International Data Transfers

Your information may be transferred to and processed in countries other than your country of residence. We ensure appropriate safeguards are in place:

• Standard Contractual Clauses (SCCs) for EU data transfers
• Compliance with GDPR and other applicable data protection laws
• Data processing agreements with all third-party processors

9. Children's Privacy

EzChat is not intended for use by individuals under 18 years of age. We do not knowingly collect personal information from children. If we discover that we have collected data from a child, we will delete it immediately.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of any material changes by:

• Posting the updated policy on our website
• Sending an email notification to your registered email address
• Displaying a prominent notice on our platform

Your continued use of EzChat after changes indicates acceptance of the updated policy.

11. WhatsApp Business API Compliance

By using EzChat, you acknowledge that:

• You are responsible for complying with WhatsApp Business API Terms of Service
• You must obtain proper consent from contacts before sending WhatsApp messages
• You must not send spam, unsolicited messages, or prohibited content
• You must respect WhatsApp's messaging limits and rate limits
• Meta may review your WhatsApp Business Account and suspend it for violations

12. Contact Us

If you have questions about this Privacy Policy or our data practices, please contact us:

• Company: Symatis Solutions
• Email: privacy@ezchat.in
• Website: www.ezchat.in

Note: This privacy policy is designed to comply with GDPR, CCPA, and WhatsApp Business API requirements. Users are responsible for ensuring their use of EzChat complies with all applicable laws and regulations in their jurisdiction.