Emerge Support Privacy Policy
Emerge Support is a workplace tool that Paradigm Development Company LLC ("Emerge", "we", "us") provides to its own staff and to the staff of practices that use Emerge. It is used to chat, handle support tickets and ideas, share files and hold audio and video calls. Accounts are created by an Emerge administrator; the app has no public sign-up.
Information we collect
- Account information: your name, work email address, phone number, profile picture, team and role, as entered by your administrator or by you.
- Content you create: messages, reactions, threads, tickets, ideas, tasks, files, photos, videos, voice clips and screen recordings that you send or upload.
- Calls: when you join a call, your audio and video are carried in real time through our video provider. If a call host turns on recording or transcription, everyone is asked to consent first; the recording, transcript and call summary are then stored with the conversation.
- Device information: a push notification token, the device model, operating system and app version, so we can deliver notifications, ring incoming calls and tell you about app updates.
- Usage and presence: sign-in times, online status, read receipts and attendance check-ins that the app shows to your colleagues.
The app uses the camera, microphone, photo library and Bluetooth only when you use a feature that needs them (for example a video call or attaching a photo), and only after you allow it. The app does not collect your location, contacts or browsing history, does not show ads and does not use third-party analytics or advertising trackers.
How we use information
- To provide the service: deliver messages, files, notifications and calls.
- To keep accounts secure: authentication, optional Face ID / fingerprint app lock, and abuse prevention.
- To support and improve the service, including fixing errors reported by users.
We do not sell personal information and do not use it for advertising.
Who we share it with
Content is visible to the colleagues and customers who are members of the same conversation. We share information with service providers only as needed to run the service, under contracts that limit their use of it:
- Amazon Web Services (hosting, databases and file storage)
- Twilio (audio and video calls, SMS)
- Google Firebase Cloud Messaging and Apple Push Notification service (notifications)
- Mailgun (email delivery)
- AI providers used for call transcripts and summaries, when a call is recorded and the feature is enabled
We may disclose information if required by law.
Security
All traffic between the app and our servers is encrypted with HTTPS / TLS. Sign-in tokens are kept in the device's secure storage. Passwords are stored only as salted hashes.
Retention and deletion
We keep your account and content while your organisation uses Emerge Support. When an administrator deactivates your account you can no longer sign in. To have your account and personal data deleted, email support@emergeehr.com from your work email address; we complete the request within 30 days, except where we must keep records for legal reasons. Signing out removes downloaded files and the sign-in token from your device.
Health information
Emerge Support is not intended for storing patient health records. If your organisation is covered by HIPAA, use it only as your organisation's policies allow; Emerge handles any protected health information under the business associate agreement it has with your organisation.
Children
Emerge Support is a business tool for adults and is not directed at children under 16.
Your choices
You can turn off notifications, camera, microphone and photo access at any time in your device settings, and change notification and preview settings in the app. You can ask us for a copy of your data or to correct it by emailing us.
Changes
We will post any changes on this page and update the effective date.
Contact
Paradigm Development Company LLC · support@emergeehr.com