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1. Scope and who we are
This Privacy Policy describes how Gaylord Sinclair LLC (“Gaylord Sinclair,” “we,” “us,” or “our”) collects, uses, discloses, and protects personal information when you use the SI Control Center, gaylordsinclair.com, telephone number 214‑239‑1230, and related services that display or refer to this Policy (collectively, the “Services”).
It applies to website visitors, account holders, people who communicate with us, and people whose information is processed through a customer-directed SI communication. It does not replace the privacy policy of an outside service or a separate written agreement that expressly controls specific data.
2. Information we may collect
Name, username, organization, contact details, authentication records, settings, permissions, and account history.
Phone numbers, email addresses, message content, attachments, call or message metadata, voicemail, delivery state, and recordings when enabled.
Prompts, instructions, files, searches, generated responses, feedback, corrections, workflow steps, and approved actions.
Contact records and information received from services you choose to connect, subject to your settings and permissions.
IP address, browser, device type, identifiers, pages viewed, referring URLs, timestamps, diagnostics, logs, and security events.
Purchase and billing records, service usage, support requests, surveys, issue details, and correspondence. Complete card data may be handled by a payment provider.
Some information may be considered sensitive depending on what you choose to communicate or upload. Do not submit highly sensitive information unless it is necessary, authorized, and appropriate for the feature you are using.
3. How information is collected
- Directly from you, such as when you create an account, contact us, enter a prompt, upload a file, make a call, send a message, or configure an automation.
- Automatically, through necessary browser storage, server logs, security systems, and—only when allowed—analytics or marketing technologies.
- From connected services, such as communications providers, carriers, email or video platforms, authentication providers, and integrations you authorize.
- From other people, when they call, text, email, send a file, add you as a contact, or communicate through a customer-directed workflow.
- From public sources, when a requested search, evidence, or verification feature is designed to use public information.
4. How we use information
We may use personal information to:
- Provide, route, deliver, synchronize, and manage requested communications and content;
- Operate accounts, contacts, dashboards, automations, memory, search, and model-assisted features;
- Authenticate users, manage permissions, prevent abuse, and protect people and systems;
- Provide support, maintain records, diagnose errors, and improve usability and reliability;
- Personalize settings and apply user-provided preferences or corrections;
- Measure site performance and marketing effectiveness when optional consent is provided;
- Process transactions and enforce agreements;
- Comply with law, lawful requests, and telecommunications or provider requirements; and
- Establish, exercise, or defend legal claims.
Where required, we rely on consent, performance of a contract, legitimate interests, and/or compliance with legal obligations as the legal basis for processing.
5. Phone, SMS, email, and video data
SI may process communications through Twilio, participating carriers, email providers, video platforms, and other services selected for the requested function. This can involve communications content and usage data such as sender, recipient, time, duration, delivery status, routing, carrier, and error information.
Calls or video sessions are recorded, transcribed, or analyzed only when a feature is enabled or a user directs the Service to do so. Users who initiate recordings are responsible for giving legally required notice and obtaining consent.
Service-related messages may be sent to complete a request or protect an account. Marketing messages are optional. You may opt out of automated texts by replying STOP and may request help by replying HELP. You may also revoke consent in any reasonable manner that clearly communicates your request.
For more information about Twilio’s handling of data, see the official Twilio Privacy Notice.
6. SI, automation, and model providers
SI features may use deterministic rules, local processing, or a model provider configured for the feature. When a provider is used, prompts, relevant context, files, and requested output parameters may be sent to that provider so it can generate a response or perform the requested task.
Provider retention, training, regional processing, and opt-out practices depend on the provider and account configuration. We seek to limit data to what is reasonably needed, but you should not submit information that you are not authorized to disclose. Review the settings and privacy terms of any provider you connect.
SI may retain instructions, outcomes, feedback, and corrections to support history, memory, safety, and improved future results. Where controls are available, you may delete records or disable a feature.
9. Data retention
We retain information for as long as reasonably necessary to provide the Services, maintain account history and continuity, complete transactions, secure systems, resolve disputes, enforce agreements, and meet legal, tax, accounting, carrier, or compliance obligations.
Retention depends on the data and feature. Communications content, model history, logs, recordings, backups, and security evidence may have different schedules. When information is deleted, residual copies may remain temporarily in backups or restricted records until normal deletion cycles complete. We may retain limited information when required by law or needed to document an opt-out, security event, or legal claim.
10. Security
We use reasonable administrative, technical, and physical safeguards designed for the nature of the information and Services. No system or transmission method is completely secure, and we cannot guarantee absolute security.
You are responsible for protecting your login credentials, connected accounts, API keys, devices, and administrative settings. If you believe your account or information has been compromised, contact us promptly.
11. Your privacy rights and choices
Depending on where you live and subject to legal exceptions, you may have the right to:
- Confirm whether we process your personal information and access it;
- Correct inaccurate personal information;
- Delete personal information;
- Receive a portable copy of certain information;
- Opt out of targeted advertising, qualifying sales or sharing, and certain profiling;
- Withdraw consent for future processing when consent is the basis;
- Appeal a decision regarding a privacy request; and
- Receive equal service without unlawful discrimination for exercising a privacy right.
Submit a request through our contact page or call 214‑239‑1230. State that your request concerns privacy, identify the Service and account involved, and describe the right you want to exercise. We may verify your identity and authority before acting. An authorized agent may submit a request where permitted by law, subject to verification.
If we deny a request, you may appeal by contacting us again with “Privacy Appeal” and an explanation. You may also have the right to contact your state attorney general or local data-protection authority.
12. Children’s privacy
The Services are not directed to children under 13, and we do not knowingly collect personal information from a child under 13 without legally required authorization. Administrative accounts are limited to adults. If you believe a child provided personal information improperly, contact us so we can review and take appropriate action.
13. International processing
Gaylord Sinclair operates from the United States. Information may be processed in the United States and other countries where providers or carriers operate. Those countries may have different data-protection laws. Where required, appropriate transfer safeguards may be used.
14. Changes to this Policy
We may update this Policy as our Services, providers, or legal obligations change. We will post the updated effective date and provide additional notice when legally required. Material changes apply prospectively unless law permits or requires otherwise.
15. Contact us
For a privacy question, request, or complaint, contact Gaylord Sinclair LLC and state that your request concerns privacy.