Privacy Policy

Effective Date: July 2025

PilotSuite ("we", "our", or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, and share information when you use our website (https://pilotsuite.design) and affiliated applications such as PantryPilot, CampusPilot, NetworkPilot, SupportPilot, and others in the PilotSuite ecosystem.

1. Information We Collect

• Personal Information: When you contact us, register for updates, or use features of our apps, we may collect your name, email address, and other identifying information.
• Usage Data: We collect information about how users interact with our apps and services, including browser type, pages visited, device information, and app usage metrics.
• App-Generated Content: Some PilotSuite apps allow users to create or submit text, audio, or other content. This content is stored securely in cloud services but is not monitored or accessed by PilotSuite unless explicitly requested for support or debugging purposes.

2. How We Use Your Information

• To provide and maintain our services
• To improve our website and app features
• To respond to inquiries and offer support
• To send occasional product updates or important service notices
• To protect the security and stability of our systems

3. Data Sharing and Security

• We do not sell or rent your personal data to third parties.
• We may use third-party analytics, authentication, or cloud service providers (e.g., Firebase, Claude AI) who are bound by their own data protection terms.
• We implement reasonable technical and administrative safeguards to protect your data from unauthorized access or disclosure.

4. SupportPilot-Specific Privacy Disclosures

SupportPilot is a workflow and ticket-creation tool used by managed service providers (MSPs). PilotSuite LLC does not access or monitor the content of tickets, messages, audio transcripts, client information, or other data submitted through SupportPilot.

4.1 Responsibility for Ticket Content

All information entered into SupportPilot—including text, audio submissions, ticket details, customer information, or any other content—is controlled by the MSP or organization using the app. PilotSuite does not review, analyze, or use this content for any purpose.

MSPs and their clients are solely responsible for the type of data they submit and for ensuring their use of SupportPilot complies with applicable privacy and data protection laws.

4.2 No Processing of Protected Health Information (PHI)

SupportPilot is not designed to store, process, or manage Protected Health Information (PHI) as defined under HIPAA. PilotSuite LLC does not act as a Business Associate and does not enter into Business Associate Agreements (BAAs).

Any PHI or patient-related information entered into SupportPilot is done solely at the discretion and responsibility of the MSP, clinic, or end user. These entities remain fully responsible for HIPAA compliance.

4.3 Voice Transcription

SupportPilot may include optional speech-to-text features. Audio submitted through these features is processed securely to generate transcripts. PilotSuite does not access or store raw audio beyond what is necessary for processing, and does not use audio or transcripts for training, analytics, or product improvement.

4.4 Data Storage

SupportPilot stores ticket data in secure cloud environments such as Firebase. PilotSuite does not read, analyze, or manually access stored ticket content unless specifically requested by the MSP for troubleshooting purposes.

5. Your Rights and Choices

• You may request to access, update, or delete your personal data at any time by contacting us at pilotsuite.admin@pilotsuite.design.
• You can opt out of promotional communications using the unsubscribe link in any email.

6. Updates

We may update this Privacy Policy occasionally to reflect changes in legal, operational, or technological practices. All updates will be posted to this page with an updated effective date.

7. Contact Us

If you have any questions about this Privacy Policy or your personal data, please contact us at pilotsuite.admin@pilotsuite.design.