Privacy Policy

ServiceRoot is a call tracking and coaching product for home service businesses, operated by ServiceRoot. This policy explains what ServiceRoot records, what it does with those recordings, where the data is stored, and how to ask for it to be deleted.

ServiceRoot is sold to businesses (“tenants”). A tenant’s staff use ServiceRoot; a tenant’s customers may be recorded when they call that tenant. Both are covered below.

Calls are recorded

When a call runs through a phone number connected to ServiceRoot, the audio of that call is recorded and stored. This applies to inbound and outbound calls. Recordings are kept so the tenant can play the call back and so ServiceRoot can transcribe and score it.

Recordings placed through ServiceRoot’s own calling are stored in a private storage bucket and are only served through short-lived signed links to signed-in users of that tenant. Where a tenant uses an outside phone provider instead, the recording may stay with that provider and be fetched on demand.

Recordings are transcribed

Call recordings are sent to Deepgram for speech-to-text transcription. Deepgram returns a transcript of the call, including per-speaker segments and timings, which ServiceRoot stores alongside the call.

Transcripts are analyzed by AI

Call transcripts are sent to Anthropic’s Claude API to be analyzed and scored. The analysis produces a summary of the call, whether it resulted in a booking, coaching notes for the person who took the call, scores against the tenant’s playbook, and any customer objections raised. Those results are stored and shown inside the tenant’s workspace.

The transcript text is what gets sent for analysis. ServiceRoot does not send call audio to Anthropic.

Transcripts sent to Anthropic’s API for analysis are not used to train models, per Anthropic’s commercial terms.

Telephony

Phone numbers, call routing, and call connectivity are provided by Telnyx. Calls placed or received through ServiceRoot pass through Telnyx’s network, and Telnyx processes call data as part of carrying the call.

What ServiceRoot stores about a call

For each call, ServiceRoot stores:

• The caller’s (or called party’s) phone number
• The call recording, or a reference to it
• The transcript of the call
• The AI analysis of the transcript: summary, booking outcome, coaching notes, playbook scores, objections
• Which staff member handled the call, including their name and account email
• Call metadata: direction (inbound or outbound), call state, and duration
• Timestamps: when the call started and when it connected

ServiceRoot also stores ordinary account data for tenant staff — name, email, role, and workspace membership — and lead records the tenant creates or imports.

Outside the call pipeline, ServiceRoot also stores:

• Lead records — name, phone number, email address, the message or enquiry text, and which source the lead came from (for example a Facebook or Instagram lead form)
• Job and customer records synced from a tenant’s connected CRM, where the tenant has connected one
• Messages a tenant’s staff exchange with Brella, ServiceRoot’s in-product assistant
• Feedback and support messages submitted from inside the product
• Billing details for the tenant’s subscription, handled by Stripe

Where data is stored

ServiceRoot’s data is stored in Supabase(a hosted Postgres database and file storage). Data is separated by tenant: every record carries a tenant identifier, database row-level security is enforced, and server-side reads use the tenant identifier attached to the signed-in user’s profile rather than anything the browser sends. One tenant cannot read another tenant’s calls, recordings, transcripts, or analyses.

ServiceRoot’s database and file storage are hosted by Supabase in the United States, and the application itself is hosted by Vercel in the United States. Call recordings and transcripts are transmitted to Deepgram, Anthropic, and Telnyx as described above so that those providers can carry, transcribe, or analyze the call.

Service providers

ServiceRoot shares data with these providers in order to run the product:

• Telnyx — phone numbers and call connectivity
• Deepgram — transcription of call recordings
• Anthropic — analysis and scoring of call transcripts
• Supabase — database, file storage, and authentication
• Vercel — application hosting
• Upstash — background job queue used to move calls through transcription and analysis
• Resend — transactional and notification email
• Stripe — subscription billing

These are the providers that receive ServiceRoot data. ServiceRoot does not use a third-party analytics, advertising, or error-monitoring service. If a provider is added or removed, this list is updated on this page.

ServiceRoot does not sell personal information.

Recording notices and consent

Recording a phone call is regulated, and the rules differ by state and by country. Some jurisdictions require that every party on the call is notified, or consents, before the call is recorded.

Each tenant is responsible for giving whatever call-recording notice or obtaining whatever consent its jurisdiction requires, on the calls it makes and receives through ServiceRoot. ServiceRoot supplies the recording capability; it does not determine what notice a tenant must give, and enabling ServiceRoot does not satisfy that obligation on the tenant’s behalf. Tenants should confirm their own requirements with their own counsel.

If you were a caller to a business that uses ServiceRoot and you have a question about a recording of your call, contact that business directly — they control their own call data. You can also reach us at admin@serviceroot.io and we will route the request to them.

How long data is kept

Call recordings, transcripts, analyses, and call metadata are retained for the life of the tenant’s account, so that the tenant keeps access to its own call history. There is no fixed expiry period.

Data is deleted on request. A tenant can ask us to delete specific calls or its account data at any time by emailing admin@serviceroot.io, and we will delete it as described in the next section.

Access, correction, and deletion

To request a copy of your data, a correction, or deletion of call recordings, transcripts, or analyses, email admin@serviceroot.io. Include enough detail to identify the records — the business name, and the phone number or the date and time of the calls in question.

Requests from a tenant’s customer about that tenant’s call data are passed to the tenant, since the tenant controls that data.

Before acting on a request, we confirm that the person making it is the account holder, or is authorized to act for them, using the account email on file. We respond to access and deletion requests within 30 days of confirming that.

ServiceRoot is operated from Texas and handles these requests in line with Texas law and general US privacy practice. This page does not claim compliance with the GDPR or the CCPA.

Cookies

ServiceRoot sets cookies that are necessary to keep you signed in to your workspace. ServiceRoot does not run advertising trackers, and neither the product nor the marketing site carries analytics or marketing tags.

Security

Access to a tenant’s data requires a signed-in account belonging to that tenant. Call recordings are held in private storage and reached only through expiring signed links. Database access is restricted by row-level security, and administrative operations run server-side with the tenant identity taken from the authenticated session.

Children

ServiceRoot is a business tool and is not directed at children. We do not knowingly collect information from children.

Changes to this policy

If this policy changes, the updated version will be posted on this page with a new “last updated” date.

Contact

Questions about this policy, or about data ServiceRoot holds, go to admin@serviceroot.io.

ServiceRoot is operated by Arin Glimm, doing business as ServiceRoot.

Arin Glimm, d/b/a ServiceRoot
3700 McKinney Avenue, Apt. 1710
Dallas, TX 75204
admin@serviceroot.io

This policy is governed by the laws of the State of Texas.