Privacy Policy

Introduction

Welcome to Metricsense ("we," "our," or "us"). We are committed to protecting your privacy and ensuring you understand how we collect, use, and safeguard your data. This Privacy Policy explains our practices regarding the information we collect through our platform, which allows businesses to analyze customer interactions including reviews, call logs, and chat sessions.

Metricsense is delivered in two different shapes, and the handling of your data differs between them. Read Deployment Models first, so you know which parts of this policy apply to you.

By accessing or using our services, you agree to the terms of this Privacy Policy.

Deployment models, and which one this policy covers

Metricsense runs in two shapes. Which one you are using determines how your data is handled and which terms govern it.

• The hosted platform. Our multi-tenant service at platform.metricsense.ai, which includes the free tier and self-serve sign-up. Data you upload or integrate is processed by Metricsense in an environment we operate. The rest of this Privacy Policy describes the hosted platform and applies in full to it.
• A deployed installation. For regulated and enterprise customers, Metricsense is installed inside the customer's own cloud, in their own tenancy and their own region. Call recordings and the rest of the conversation data stay inside that environment. They are not transferred to the hosted platform, and a deployed customer's conversations do not pass through it. A de-identified transcript reaches the model that scores it, and personal information is stripped before that happens.

For a deployed installation, the handling of conversation data inside that environment is governed by that customer's own agreement with us and by their own cloud environment, not by the hosted platform terms set out in the rest of this policy. Where this policy describes our own hosting, our service providers, or data we collect through the platform, those descriptions are about the hosted platform; the equivalent arrangements for a deployed installation are set out in that customer's agreement.

If you are a customer or an employee of an organization that runs a deployed installation, that organization holds the data in its own environment, and questions about it are best directed to them in the first instance. You may also contact us using the details below.

Information we collect

We collect the following types of information to provide and improve our services:

• Account Information: When you register, we collect your name, email address, password, and organization details to create your account and manage your workspace.
• Customer Interaction Data: To provide our core analytics services on the hosted platform, we process data you upload or integrate, including customer reviews, call recordings/transcripts, and chat logs. In a deployed installation this data is processed inside the customer's own cloud environment, as described under Deployment Models. This data may contain personal information about your customers (e.g., names, contact details, interaction history).
• Usage Data: We automatically collect information on how you interact with our platform, such as IP addresses, browser types, log files, and feature usage patterns.
• Google User Data: If you choose to sign in or register using Google, or use our Google integration features, we access your name, email address, profile picture, and language preference (depending on the scopes you authorize). This data is used to create your account, authenticate your identity, and manage your user profile. We may also access specific additional Google user data you authorize solely for the purpose of providing relevant insights within the Metricsense platform.
• Google Play Store Data: If you verify and connect your Google Play Developer account, we access app metadata, reviews, ratings, and financial reports using the Google Play Developer API. We may also request read-only access to your Google Cloud Storage buckets solely to retrieve historical earnings and installation reports that you explicitly authorize, which are otherwise inaccessible via the standard API.
• Third-Party Integrations (e.g., Jira, Linear):If you choose to connect third-party issue tracking or project management tools to your workspace, we collect and store authentication tokens (such as OAuth access and refresh tokens), workspace identifiers (such as Atlassian Cloud IDs), and system entity identifiers (such as Project IDs, Issue IDs, and ticket URLs). This data is strictly used to authenticate your connection and push generated content (like product requirements and user stories) to your designated workspaces. We explicitly do not collect, scrape, or store Personally Identifiable Information (PII) of your team members (e.g., names, email addresses, or user profiles) from these third-party platforms.

How We Use Your Information

We use the collected information for the following purposes:

• To provide, maintain, and improve our analytics services.
• To analyze customer sentiment and generate business insights from your uploaded data.
• To manage your account, authenticate your identity (including via third-party providers like Google), and send important operational notifications.
• To comply with legal obligations and enforce our terms of service.

Google API Services Usage Disclosure

Metricsense's use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

Data Sharing and Disclosure

We do not sell your personal data. We may share information only in the following circumstances:

• Service Providers: With third-party vendors who assist us in hosting, AI processing, and maintaining our platform (e.g., cloud providers, AI analysis engines), bound by strict confidentiality agreements. These arrangements are ours and apply to the hosted platform. A deployed installation runs on the customer's own cloud account, and the service providers involved are set out in that customer's agreement.
• Legal Requirements: If required by law, subpoena, or other legal process.
• Business Transfers: In connection with a merger, sale, or asset transfer, subject to confidentiality protections.

Data security

We implement robust security measures, including encryption and access controls, to protect your data. However, no method of transmission over the Internet is 100% secure, and providing data is at your own risk.

Avesta Labs, who build Metricsense, hold a SOC 2 Type I attestation scoped to the company including the Metricsense platform, and the Type II observation period is under way.

Your rights

Depending on your location, you may have rights to access, correct, delete, or export your personal data. You can manage your account settings within the application or contact us directly to exercise these rights.

Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of significant changes by posting the new policy on this page and updating the effective date.