Privacy Policy

1. Introduction

Modern AI Solutions LLC ("we," "us," or "our") operates Operator iQ, a cloud-based operations platform designed for in-home care franchises. This Privacy Policy describes how we collect, use, store, and protect information when you use our platform.

We are committed to maintaining the privacy and security of all data processed through Operator iQ, including Protected Health Information (PHI) as defined by the Health Insurance Portability and Accountability Act (HIPAA).

Operator iQ is a business associate of your franchise. Your franchise is the covered entity and the owner of the records; we process them on your instructions under a Business Associate Agreement.

2. Information We Collect

Account Information

Name, email address, and role within your franchise. Registration is invite-only — accounts are created by franchise administrators.

Operational Data Synced from Viv

Operator iQ synchronises operational records from Viv, your agency's care-management system, over Viv's v2 REST API. The connection is server-to-server — it runs on our servers using an API key your franchise issues to us, on a recurring schedule and in response to Viv webhooks. It does not run in your browser, and it does not require a browser extension. The records synchronised are:

• Client records and contact information
• Caregiver and applicant records and documentation
• Visit schedules, authorisations, and audit trails
• Care notes and administrative tasks
• Lead and referral information

The connection is bidirectional. Actions you take in Operator iQ — creating a note, updating a lead, scheduling or cancelling a visit, changing a status — are written back to Viv through the same API, so that Viv remains your system of record.

Call Data

Call recordings, transcripts, caller information, and call metadata from your franchise's phone system integration. Operator iQ supports multiple phone platforms including Zoom Phone, GoTo, RingCentral, and CallRail. Depending on the platform, this data reaches us either by webhook or by polling on a recurring schedule.

Team Messaging Data

Where your franchise enables it, Operator iQ reads messages in the team chat channels you nominate in order to track whether requests directed at a named person were answered. It records who was mentioned, who replied, who reacted, and when. This data is used to produce accountability reports for management and, where enabled, reminder direct messages to the person who was asked.

AI-Generated Data

Call analysis, lead scoring, sentiment analysis, staff performance scores, coaching tips, and task suggestions — all generated from your operational data by our AI sub-processor, which is named in section 8 and governed by the HIPAA terms in section 4. Some fields presented in the platform are AI-inferred rather than recorded fact; these are labelled where shown.

Usage Data

Login timestamps and session activity for security and audit purposes. We do not use third-party analytics or tracking services.

Prospect & Demo Enquiry Data

If you submit the signup or "Request a demo" form on this site, we collect the information you enter so we can respond and, for signups, set up your franchise account:

• Your name, business email address, phone number, and the legal name of your business
• Franchise number, franchise name, location (city and state), time zone, and average weekly service hours
• The phone, recruiting, and training systems you use, and your selected plan
• Anything you choose to write in the free-text "challenges" field. Please do not include client, patient, or caregiver details here — this form is not a secure channel for health information.

The legal basis for this processing is our legitimate interest in responding to a business enquiry you initiated, and — where you sign up — taking steps at your request prior to entering a contract. This information is used only to contact you and to provision your account. It is never sold, and it is not used for advertising.

IP Addresses

When you submit one of these forms or sign in, we record the IP address the request came from. We use it only to rate-limit abusive traffic and to attribute entries in our security audit log. It is not used to build a profile of you, and we do not combine it with tracking or advertising data.

3. How We Use Your Information

• Provide and maintain the Operator iQ platform
• Perform AI analysis of call transcripts for operational insights
• Link entities across data sources for unified reporting
• Generate dashboards, scorecards, and operational reports
• Send transactional emails such as account invitations and password resets
• Send scheduled operational reports to the recipients your franchise administrators nominate (see §5)
• Improve platform functionality and reliability

We do not use your operational data, PHI, or call transcripts to train AI models — neither our own nor any third party's.

4. HIPAA Compliance & Protected Health Information

• All AI processing uses Google Vertex AI with a signed Business Associate Agreement (BAA). No consumer AI services (such as public chatbot APIs) are used to process PHI.
• PHI is encrypted at rest (AES-256) and in transit (TLS 1.2+).
• Access is restricted to invited, authenticated users with role-based permissions. Sessions expire after 14 days.
• Each franchise's data is held in a separate database — one tenant's records are not co-mingled with another's.
• Comprehensive audit logging is maintained for administrative actions.
• Modern AI Solutions will execute a Business Associate Agreement with each franchise as required by HIPAA.

5. How Operator iQ Connects to Your Systems

Every integration Operator iQ uses is a server-to-server connection made from our infrastructure to the vendor's API. Specifically:

• No browser extension is used or required. The current Operator iQ application does not install, rely on, or communicate with a browser extension of any kind.
• Credentials for each integration are held in Google Secret Manager, scoped per franchise, and are never stored in your browser or in our source code.
• Inbound webhooks are authenticated (HMAC signature or Google-issued OIDC token); internal service-to-service calls use an explicit allow-list of service identities.
• Reports containing PHI are delivered as an attachment by email through Google Workspace under a signed BAA, to recipients your franchise administrators nominate. Report contents are held in memory only to build the attachment — they are not written to logs and not stored as files.

6. Data Storage & Security

• Hosted on Google Cloud Platform (Cloud Run, Cloud SQL, Cloud Storage) with a signed BAA for HIPAA eligibility.
• PostgreSQL databases with encrypted connections and automated backups.
• All infrastructure is located in the United States (us-central1 region).
• Data is never sold, rented, or shared with third parties for marketing or advertising purposes.

7. Data Retention

Operator iQ holds a secondary copy of records your franchise owns. Viv remains the designated record set; we do not delete records on an age-based schedule, because health and employment records are subject to retention obligations that generally require keeping them for years rather than destroying them.

• Operational data is retained for the duration of the franchise's active subscription and thereafter as described below.
• On termination, we will return or destroy the PHI we hold where that is feasible and lawful, at your franchise's direction and within the timeframe your Business Associate Agreement sets. Where return or destruction is not feasible — including where a retention obligation applies — we continue to protect that data under the terms of the BAA and limit further use of it.
• Requests to access, correct, or delete an individual's health record should be directed to your franchise as the covered entity. We act on the franchise's instruction rather than deleting records from the system of record on our own initiative.
• Call recordings and transcripts are additionally subject to your phone system provider's own retention policies (Zoom Phone, GoTo, RingCentral, or CallRail).
• Prospect and demo enquiry data — which contains no PHI — is retained while we are in contact with you and for up to 24 months afterwards, then deleted. You can ask us to delete it sooner at any time.
• IP addresses recorded for rate limiting are deleted automatically once the rate-limit window closes (within hours). IP addresses recorded in the security audit log are retained with that log for 6 years, as HIPAA requires for security documentation.

8. Third-Party Services

We use the following third-party services to operate Operator iQ:

Card details are entered on Stripe's own hosted checkout and are never transmitted to or stored by Operator iQ.

9. Your Rights

If you are a platform user — a franchise employee with an Operator iQ login — you have the right to:

• Access the personal data we hold about you
• Request correction of inaccurate data
• Request deactivation of your account. Records of actions you took in the platform are kept in the security audit log, which HIPAA requires us to retain.

If you are a client, patient, or caregiver of a franchise that uses Operator iQ, your rights of access, amendment, and accounting of disclosures run against that franchise as the covered entity. Please contact them directly; we will support their response but cannot act on your record without their instruction.

To exercise these rights, contact us at info@modernaisolutions.com.

10. Changes to This Policy

We may update this Privacy Policy from time to time. Updates will be posted on this page with a revised "Last updated" date. Material changes will be communicated via email to franchise administrators.

11. Contact

Modern AI Solutions LLC
Email: info@modernaisolutions.com
Website: modernaisolutions.com