Privacy Policy

1) Scope

This Privacy Policy explains how BackTrace LLC ("we," "us," "our"), operating as Line9, collects, uses, and shares information when you use our websites (including line9.app and back-trace.com), mobile applications, VoIP and unified communications services, and related services (collectively, the "Services"). This policy applies to customers, authorized users, app users, and website visitors.

2) Information We Collect

• Account & Billing: Company name, contact names, email, phone, addresses, billing contacts, tax IDs, payment method tokens (stored by our PCI-compliant processor), and transaction records.
• Service & Device Data: IP/MAC addresses, device identifiers, operating system and version, call/SMS metadata (time/date, numbers, duration, delivery status), network telemetry, logs, and configurations you provide.
• Mobile App Data: Device type and model, operating system version, unique device identifiers, push notification tokens, app usage and interaction data, crash logs and diagnostics, microphone and camera access (only when actively on a call or video conference, with your permission), and contacts access (only if you enable the optional contact sync feature).
• Call & Communication Data: Call detail records (CDRs) including caller/callee numbers, timestamps, duration, and call quality metrics. We do not record call audio unless you explicitly enable call recording in your account settings.
• Support & Communications: Emails, tickets, chat/SMS threads, call recordings (if enabled), and feedback.
• Website & Cookies: Pages viewed, referrers, approximate location, and analytics via cookies or pixels; you can manage cookies in your browser.
• Optional Integrations: Data exchanged with systems you connect (e.g., Microsoft 365, CRM platforms) under your instructions.

3) How We Use Information

• Provide, secure, monitor, and improve the Services and mobile applications.
• Authenticate users; configure VoIP endpoints; deliver and route calls, messages, and video.
• Process payments, invoices, and collections.
• Send operational notifications (outages, service windows, MFA codes, push notifications); with consent, send limited product updates.
• Diagnose and resolve technical issues, improve call quality and app performance.
• Comply with law, enforce contracts, prevent fraud/abuse, and protect rights and safety.

4) Mobile Application Permissions

The Line9 mobile app may request the following device permissions:

• Microphone: Required for making and receiving voice calls.
• Camera: Required for video conferencing (optional feature).
• Contacts: Optional - allows you to place calls directly from your contact list.
• Notifications: Required to alert you of incoming calls, messages, and voicemails.
• Background App Refresh: Required to receive incoming calls when the app is not in the foreground.

You can revoke any permission at any time through your device settings. Revoking required permissions may limit app functionality.

5) Legal Bases (if GDPR/UK GDPR applies)

We rely on contract performance, legitimate interests (service operations, security, support), consent (where required—e.g., certain marketing/SMS), and legal obligations.

6) Sharing of Information

We do not sell personal information. We share only with:

• Service Providers/Processors (datacenters, carriers, SMS aggregators, payment processors, ticketing/CRM, analytics) under contract and only as needed.
• Carriers & Telecommunications Providers for call routing, delivery, 10DLC registration, and compliance.
• App Store Platforms (Apple App Store, Google Play) — only the information required for app distribution and crash reporting.
• Law Enforcement/Legal Requests when required by law or to protect rights.
• Corporate Transactions (merger, acquisition) with safeguards.

7) Retention

We keep data as long as needed to provide the Services and satisfy legal/contractual obligations. Typical windows: invoices (7+ years), call detail records (6-24 months), support logs (12-24 months), app crash logs (90 days), unless otherwise agreed in your contract.

8) Your Choices

• Email/SMS: Opt out of non-essential messages. For SMS, reply STOP to unsubscribe or HELP for assistance. Message/data rates may apply.
• Push Notifications: Manage through your device settings or the Line9 app settings.
• App Permissions: Revoke microphone, camera, contacts, or notification access through your device settings at any time.
• Access/Correction/Deletion: Contact support@line9.app. We honor rights available under applicable law (e.g., GDPR/CPRA). You may request deletion of your account and associated data.
• Cookies/Tracking: Use browser settings or cookie controls.

9) Data Security

We use administrative, technical, and physical safeguards (encryption in transit via TLS/SRTP, encryption at rest, access controls, change management, least-privilege, logging). VoIP communications are encrypted using industry-standard protocols. No system is 100% secure; report concerns to support@line9.app.

10) International Transfers

If data moves outside your region, we use appropriate safeguards (e.g., standard contractual clauses) where required.

11) Children's Privacy

Our Services are for business use and not directed to children under 13 (or 16 where applicable). We do not knowingly collect data from children. If you believe a child has provided us personal information, contact us immediately.

12) Do Not Track

We do not respond to Do Not Track signals. Use cookie controls and browser settings.

13) Third-Party Links & Services

Our sites and app may link to third-party resources. Their privacy practices govern those sites and services.

14) Changes to this Policy

We may update this Policy; we will post the "Effective Date" above and, for material changes, provide notice via email or in-app notification.

15) How to Contact Us

Line9 by BackTrace
BackTrace LLC
Email: support@line9.app
Phone: (334) 390-8728
Address: Opp, AL 36467