Data Processing and Retention

1. Roles

You, the dealer, are the business or controller for the homeowner information in your account: you decide whom to call and why. Unrated LLC is your service provider or processor: we process that information only on your documented instructions, which are these pages and the settings you choose in the console, and never for our own marketing. This page is our data processing agreement with you and is part of the Terms of Service.

2. What we hold for you

• Your organization: name, industry, plan, credit balance and ledger, phone numbers, settings, the agent's name, pitch, scripts and knowledge documents.
• Your people: name, email, role, region and team membership, invitations, sign-in events, push-notification subscriptions.
• Your homeowners: every field in the lists you upload, the lists and tags they came from, do-not-call flags, notes.
• Your calls: call records, answering-machine results, recordings, transcripts, the agent's captured answers, outcomes and cost in credits.
• Your appointments, dispatches and deals: who, when, which representative, what became of it.
• Your messages: iMessage or SMS threads on your line, when you have one.

3. Separation between customers

Every record that holds your data carries your organization's identity, and any read or write across that boundary is refused at the storage layer itself, not only in our application. Reporting carries the same boundary. Unrated's platform administrators can open your console to support you; when they do, a marker on every page says so, and everything they see is yours alone. Dialing runs from numbers assigned to you.

4. Subprocessors

We use service providers, all in the United States unless we tell you otherwise, for the categories below. Each is bound by contract to process your data only to provide its service to us and to protect it at least as well as this page requires. We will tell account owners before adding a category that handles homeowner data. The current list of providers is available to customers on written request.

• Telephony: placing and recording calls, transcription and the voice agent.
• Hosting, database and file storage.
• Payments: subscriptions, credit purchases and invoices. Card numbers never reach Unrated.
• Messaging: the iMessage line, for customers who add one.
• Mapping: geocoding and property imagery for the property view.

5. Retention schedule

• Organization, people, homeowners, appointments, deals, messages: for the life of the account, then deleted 90 days after the account closes.
• Call recordings and transcripts: 12 months from the call on a rolling basis, then deleted.
• Call records without media (who, when, outcome, cost): for the life of the account plus 90 days.
• Credit ledger and invoices: 7 years, as tax law requires.
• Backups: up to 30 days beyond any deletion above.
• Do-not-call entries: kept indefinitely, because honouring them is the point.

6. Getting your data out

Lists, calls, appointments and results can be exported from the console as CSV at any time while your account is active. Within 30 days of closing your account you may ask for a final export by writing to hello@reknock.com.

7. Deletion

You may delete a homeowner from your account at any time; the do-not-call flag survives so they are not called again. To delete your whole account, write to hello@reknock.com from the account owner's address; deletion completes within 90 days and backups roll off within 30 more. A homeowner who asks us directly to be deleted will be routed to you and placed on our do-not-call list.

8. Security measures

• Encryption in transit and at rest.
• Per-organization access controls on every customer record, tested before every release.
• Least-privilege credentials; production access limited to the people who operate the service.
• Inbound events from carriers and payment providers are authenticated; unauthenticated or replayed events are refused.
• Audit events on sensitive actions such as entering a customer's console.

9. Incidents

If we confirm a security incident affecting your data we will notify the account owner without undue delay and in any case within 72 hours of confirmation, describe what happened and what we are doing, and cooperate with any notice you must give under the law.

10. Your instructions and our limits

We process your data on the instructions this page and the console express. If you instruct us to do something we believe breaks the law, we will tell you and may refuse. We do not use your homeowner data to train models in a way that identifies a person, and we do not combine one customer's homeowners with another's. Questions about this page go to hello@reknock.com.