1. Who we are
Ground Control ("Ground Control", "we", "us") is a telephone answering and appointment booking service for trades businesses, operated by Ground Control LLC, a New Hampshire limited liability company with its principal place of business at 243 Pleasant Street, Unit 100, Concord, NH 03301.
You can reach us at [email protected] or [PHONE].
2. What this policy covers
This policy explains what information we collect through this website and through our answering service, why we collect it, who we share it with, and what you can do about it. It covers two different groups of people, and it is worth being clear about which one you are:
- Prospective and current clients — trades business owners who contact us, book a call with us, or hire us.
- Callers to our clients' phone lines — members of the public who ring a business we answer for. We handle that information on behalf of our client, not for ourselves.
3. Information we collect
From this website
- Information you give us: your name, business name, email address, phone number, and anything you tell us when you book a call or use the chat on this site.
- Information collected automatically: standard technical data such as IP address, browser type, pages viewed and the time of your visit.
From calls we answer for our clients
- The caller's phone number, name, address, the reason for the call, appointment details, and the recording and written notes of the call.
- This information belongs to our client. We process it on their behalf and under their instructions.
4. Call recording
Every call we handle is recorded, and every caller is told so at the start of the call. New Hampshire and Massachusetts both require the consent of all parties to a recorded call. The announcement is built into the telephone system itself and cannot be switched off by us or by our clients.
Recordings and call notes are made available to the client the call was for. We retain them for as long as we provide services to that client, and for a reasonable period afterwards where we are required to keep them.
5. How we use information
- To answer calls, book appointments and pass messages on behalf of our clients.
- To respond to your enquiry, hold a scheduled call with you, and provide you with a quote.
- To provide, bill for and support our service.
- To meet our legal and record-keeping obligations.
We do not sell your personal information. We do not use information gathered from calls we answer for one client to market to anyone.
6. Text messages (SMS)
If you give us your mobile number, we may send you text messages relating to your enquiry, your scheduled call, or the service we provide to you. These are transactional and service messages, not marketing broadcasts.
- Message frequency varies. It depends on your enquiry and the service you receive.
- Message and data rates may apply. Those are charged by your mobile carrier, not by us.
- To stop receiving messages, reply STOP to any message. You will receive one confirmation and then no further messages.
- For help, reply HELP or contact us at [email protected] or [PHONE].
- Carriers are not liable for delayed or undelivered messages.
- Consent to receive text messages is not a condition of purchasing anything from us.
No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. All other categories of information exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.
7. Who we share information with
We share information only where it is necessary to run the service:
- With the client whose phone we answer — this is the whole purpose of the service.
- With the software our client asks us to book into, such as their scheduling or field service platform.
- With the providers who run our own systems, including our telephone platform, our customer record system, and our payment processor. They may only use the information to provide that service to us.
- Where the law requires it, or to protect someone's safety.
We never sell personal information, and we never share mobile numbers or SMS consent with anyone for marketing.
8. How long we keep information
We keep client account records for as long as you are a client and for a reasonable period afterwards for tax, legal and dispute purposes. Call recordings and notes are kept for the duration of the client relationship unless the client asks us in writing to delete them sooner. Website enquiry data is kept for as long as it is useful for following up, and deleted on request.
9. Your choices
- Ask us what information we hold about you, and ask for a copy.
- Ask us to correct anything that is wrong.
- Ask us to delete your information, where we are not required to keep it.
- Reply STOP to any text message to stop receiving them.
- Unsubscribe from any email using the link in that email.
To make any of these requests, email [email protected].
If you are a caller who rang one of our clients and you want your information removed, contact that business directly. It is their record, and we act on their instructions.
10. Security
We use reasonable administrative, technical and physical safeguards to protect the information we hold, including access controls on the systems that store call recordings and client records. No system is perfectly secure, and we cannot guarantee absolute security.
11. Children
This service is intended for businesses. We do not knowingly collect information from anyone under 18.
12. Changes to this policy
If we change this policy we will update the date at the top of this page. Material changes will be communicated to active clients directly.
13. Contact
Ground Control LLC
243 Pleasant Street, Unit 100, Concord, NH 03301
[email protected]
[PHONE]