Privacy Policy

Introduction

Welcome to FazeOne Marketing Plus (also known as "FazeOne Plus," "we," "us," or "our"). We operate an automotive call center platform serving both internal staff and vendor partners at fazeoneplus.com. This Privacy Policy describes how we collect, use, store, and protect your personal information when you use our services.

We are committed to protecting your privacy and ensuring the security of your personal data. This policy applies to all users of our platform, including customers, staff members, and vendor partners.

Information We Collect

In order to provide our automotive call center services effectively, we collect various types of information:

Customer Personal Information

• Full name (first and last name)
• Contact information (primary phone, alternate phone, email address)
• Residential address (street, city, state, ZIP code)
• Service location address (if different from residential)
• Communication preferences

Vehicle Information

• Vehicle identification number (VIN)
• Make, model, year, and trim
• Mileage and odometer readings
• Color and license plate number
• Service history and maintenance records
• Problem descriptions and diagnostic information

Call and Communication Records

• Inbound and outbound call logs
• Call recordings (for quality assurance and training purposes)
• Call duration, timestamps, and outcome status
• SMS messages and email communications
• Notes and comments added by staff members

Vendor Business Information

• Company name and business registration details
• Service areas and ZIP code coverage
• Business contact information (phone, email, address)
• Login credentials (securely hashed)
• Service capabilities and specializations
• Performance ratings and customer feedback
• Availability schedules and blocked dates

Usage Data and Session Information

• Login timestamps and session duration
• IP addresses and browser information
• Device type and operating system
• Pages visited and actions performed
• Error logs and diagnostic data

Financial and Billing Information

• Service quotes and estimates
• Invoice details and payment records
• Vendor payment information
• Billing addresses

How We Use Your Information

We use the information we collect for the following legitimate business purposes:

Service Fulfillment and Work Order Management

• Processing customer service requests and creating work orders
• Scheduling appointments and coordinating service delivery
• Managing the complete lifecycle of service requests from intake to completion
• Maintaining customer history for better service continuity

Vendor Matching and Assignment

• Identifying and assigning appropriate vendors based on service area, expertise, and availability
• Distributing work orders to qualified vendor partners
• Tracking vendor performance and service quality
• Managing vendor relationships and communications

Billing and Payment Processing

• Generating quotes and estimates
• Creating invoices and processing payments
• Managing vendor compensation
• Maintaining financial records for accounting and tax purposes

Communication and Notifications

• Sending appointment reminders and status updates
• Providing service completion notifications
• Notifying vendors of new work assignments
• Responding to customer inquiries and support requests

Analytics and Service Improvement

• Analyzing call center performance and efficiency metrics
• Identifying trends in customer needs and service requests
• Improving vendor matching algorithms
• Enhancing user experience and platform functionality
• Training staff members based on call recordings and interactions

Compliance and Legal Obligations

• Maintaining comprehensive audit logs of all system activities
• Complying with applicable laws and regulations
• Responding to legal requests and court orders
• Protecting against fraud and unauthorized access

Data Storage & Security

We take the security of your personal information seriously and have implemented robust technical and organizational measures to protect your data:

Encryption and Secure Storage

• Database Encryption: All data is stored in encrypted PostgreSQL databases hosted on secure infrastructure
• Password Hashing: User passwords are hashed using industry-standard bcrypt algorithms and never stored in plain text
• Transport Security: All data transmission is encrypted using HTTPS/TLS protocols

Authentication and Access Control

• JWT Authentication: Secure token-based authentication system for all user sessions
• Role-Based Access Control (RBAC): Users can only access data appropriate to their role (admin, manager, agent, vendor, etc.)
• Session Management: Automatic session expiration and secure token storage
• Two-Factor Authentication: Available for enhanced account security (optional)

Audit Logging and Monitoring

• Comprehensive Audit Logs: All system actions are logged with timestamps, user IDs, and action details
• Activity Monitoring: Continuous monitoring for suspicious activities and unauthorized access attempts
• Login History: Complete records of all login attempts, successful and failed

Infrastructure Security

• Hosted on secure cloud infrastructure with enterprise-grade security measures
• Regular security updates and patch management
• Network-level firewalls and intrusion detection systems
• Regular security audits and vulnerability assessments

Data Backup and Recovery

• Automated daily backups of all critical data
• Secure off-site backup storage
• Disaster recovery procedures to ensure business continuity

Information Sharing and Disclosure

We respect your privacy and limit information sharing to what is necessary for service delivery:

Sharing with Vendors

When a service request is assigned to a vendor, we share only the information necessary for them to complete the service:

• Customer name and contact information
• Service location address
• Vehicle information (make, model, year, etc.)
• Service request details and problem description
• Quote and pricing information

Vendors are contractually obligated to protect customer information and use it solely for service delivery purposes.

No Sale of Personal Information

We do not sell, rent, or trade your personal information to third parties for marketing purposes. Your data is used exclusively for providing our call center services.

Law Enforcement and Legal Compliance

We may disclose your information when legally required to do so:

• In response to valid court orders, subpoenas, or legal process
• To comply with applicable laws and regulations
• To protect the rights, property, or safety of FazeOne Plus, our users, or others
• To investigate fraud, security breaches, or violations of our terms of service

Service Providers

We may share data with trusted third-party service providers who assist in operating our platform (e.g., hosting, email delivery, SMS services). These providers are bound by confidentiality agreements and are prohibited from using your information for any purpose other than providing services to us.

Data Retention

We retain your personal information for as long as necessary to fulfill the purposes described in this policy:

Active Business Relationships

• Customer records are retained for the duration of the active business relationship
• Vendor accounts remain active as long as the vendor partnership continues
• Service request records are maintained to provide history and continuity of service

Soft Deletion Policy

When records are "deleted," they are typically marked as inactive rather than permanently destroyed. This allows us to:

• Maintain historical records for business continuity
• Comply with legal and accounting requirements
• Restore data in case of accidental deletion
• Provide audit trails for compliance purposes

Permanent Audit Logs

Audit logs and system activity records are maintained permanently for:

• Regulatory compliance and legal requirements
• Security incident investigation
• Dispute resolution
• Business intelligence and operational improvements

Data Minimization

We regularly review our data retention practices and delete information that is no longer necessary for business, legal, or operational purposes.

Cookies and Local Storage

Our platform uses browser storage mechanisms to enhance your experience:

Authentication Token (localStorage)

• Token Name: fazeoneAuthToken
• Purpose: Maintains your login session and authenticates API requests
• Expiration: Token expires automatically after a period of inactivity
• Storage Location: Stored locally in your browser's localStorage

Session Preferences

• User interface preferences and settings
• Language and display options
• Dashboard layout customizations

No Third-Party Tracking

We do not use third-party tracking cookies or analytics services that track you across websites. All data collection is limited to our platform and used solely for improving our services.

Managing Cookies

You can clear browser storage at any time through your browser settings. Note that clearing the authentication token will log you out and require you to sign in again.

Your Privacy Rights

You have certain rights regarding your personal information:

Right to Access

You have the right to request a copy of the personal information we hold about you. We will provide this information in a structured, commonly used format.

Right to Correction

If you believe any information we have about you is inaccurate or incomplete, you have the right to request corrections. Staff members can update customer information through the platform, or you can contact us directly.

Right to Deletion

You may request deletion of your personal information, subject to certain limitations:

• We may need to retain certain information for legal or compliance purposes
• Active service requests may require customer information until completion
• Financial records must be retained for accounting and tax purposes
• Audit logs are maintained permanently for security and compliance

Right to Data Portability

You have the right to receive your personal data in a portable format and to have it transmitted to another service provider where technically feasible.

Right to Object

You may object to certain processing of your personal information, particularly for direct marketing purposes (though we do not engage in unsolicited marketing).

Exercising Your Rights

To exercise any of these rights, please contact us at support@fazeoneplus.com. We will respond to your request within 30 days.

Vendor-Specific Provisions

Additional privacy considerations apply to our vendor partners:

Contract Acceptance and Tracking

• Vendor contract acceptance is tracked and logged for legal compliance
• Terms of service acceptance dates and IP addresses are recorded
• Contract modifications and updates are versioned and maintained

Performance Metrics Collection

We collect and analyze vendor performance data to maintain service quality:

• Response times and acceptance rates
• Service completion times and quality ratings
• Customer feedback and satisfaction scores
• Quote accuracy and pricing competitiveness
• Dispute and complaint records

Service Area and Availability Data

• ZIP code service coverage areas
• Availability schedules and capacity management
• Blocked dates and service area changes
• Specializations and service capabilities

Vendor Data Rights

Vendors have the right to access their performance metrics, update their business information, and manage their service areas through the vendor portal.

SMS and Text Messaging

FazeOne Marketing Plus may send SMS/text messages to customers as part of our customer care services. By providing your phone number and opting in during service intake, you agree to receive text messages related to your service requests.

Types of Messages

• Service request status updates and notifications
• Appointment reminders and scheduling confirmations
• Customer care communications related to your vehicle service

Message Frequency

Message frequency varies based on your active service requests. Typically, you will receive 1–5 messages per service request. Additional messages may be sent for appointment reminders or status changes. We do not send marketing or promotional messages without separate consent.

Opt-Out

You can opt out at any time by texting STOP to any message you receive from us. After opting out, you will receive a one-time confirmation and will no longer receive text messages. You can re-opt in at any time by contacting us or during your next service intake.

Help

For assistance with SMS messaging, text HELP to any message you receive from us, or visit our website at fazeoneplus.com. You can also reach our support team at info@fazeoneplus.com or visit our Support Page.

Message and Data Rates

Standard message and data rates may apply depending on your mobile carrier and plan. FazeOne Marketing Plus is not responsible for any charges from your wireless provider.

SMS Terms of Service

For complete SMS terms, including consent details, carrier information, and opt-out procedures, please review our SMS Terms of Service.

Children's Privacy

Our services are not directed to individuals under the age of 18. We do not knowingly collect personal information from children. If we become aware that we have inadvertently collected information from a child under 18, we will take steps to delete such information promptly.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. We will notify you of any material changes by:

• Posting the updated policy on our website with a new "Last Updated" date
• Sending email notifications to registered users for significant changes
• Displaying prominent notices within the platform

We encourage you to review this Privacy Policy periodically to stay informed about how we are protecting your information. Your continued use of our services after changes are posted constitutes acceptance of the updated policy.

Contact Information

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

FazeOne Marketing Plus
Website: fazeoneplus.com
Email: support@fazeoneplus.com

We strive to respond to all privacy inquiries within 30 business days. For urgent matters, please indicate "URGENT - Privacy Request" in your subject line.