Privacy Policy

Who we are

OnDuty Crew LLC provides an AI-based phone answering and booking service for home services businesses (HVAC, plumbing, roofing, electrical, and restoration companies). We refer to this service as "OnDuty Crew," "we," "us," or "our" throughout this policy.

This policy covers two different groups of people: visitors to this website, and the customers (and their callers) who use the OnDuty Crew phone service once a business signs up.

Information we collect

From website visitors

• Contact details you submit through a form on this site, such as your name, business name, phone number, and email address.
• Basic site usage information collected automatically, such as pages visited, device and browser type, and general location inferred from IP address. This is standard analytics data, not precise tracking of an individual.

From customers who sign up for the service

• Business details provided during onboarding: business name, service area, business hours, pricing rules, and an emergency escalation contact number.
• Call recordings and transcripts of calls answered by the OnDuty Crew AI agent on a customer's behalf. Every call opens with a disclosure that it may be recorded.
• Booking and scheduling information created during a call, such as a caller's name, phone number, address, and a description of the job.

From text message (SMS) interactions

If you opt in to receive text messages from OnDuty Crew, either as a customer or as someone whose call we handled, we collect your phone number and the content of that message thread. You can opt out at any time by replying STOP. Message and data rates may apply, and message frequency varies based on activity.

Call recording disclosure

Every call answered by the OnDuty Crew AI agent opens with a spoken notice that the call may be recorded for quality purposes. Call recording laws differ by state, and some states require the consent of every party on the call, not just one. Customers using OnDuty Crew are responsible for confirming their own state's requirements and for how the service is configured for their business. See our Terms & Conditions for more on this.

How we use this information

• To answer, triage, and book calls on behalf of a customer business, which is the core of the service.
• To respond to a website inquiry or set up a demo.
• To send the Friday summary text and any other service-related communication a customer has agreed to receive.
• To improve how the AI agent handles calls for a given trade, using call transcripts and outcomes.
• To meet legal, billing, and recordkeeping obligations.

We do not use call recordings, transcripts, or customer data to train AI models outside the scope of delivering the OnDuty Crew service, and we do not sell personal information to third parties.

Who we share information with

We work with a small number of trusted service providers to run OnDuty Crew, covering our AI phone agent, our CRM and scheduling system, and the automation that connects them behind the scenes. Each one only receives what it needs to do its job.

We do not share personal information with data brokers or advertisers, and we do not sell it.

How long we keep information

We keep call recordings, transcripts, and booking records for as long as a business remains an active OnDuty Crew customer, plus a reasonable period afterward for billing and legal purposes. A customer who cancels can request an export or deletion of their data, as described in our Terms & Conditions.

Your choices

• Text messages: reply STOP to any text to opt out immediately, or reply HELP for assistance.
• Website forms: you can ask us to delete any information submitted through a website form by emailing us.
• Callers: if you spoke with an OnDuty Crew AI agent on behalf of one of our customers and want a copy of that call's data or want it deleted, contact us and we will route the request to the business you called, since they own that customer relationship.

Children's privacy

OnDuty Crew is a business-to-business service and is not directed at children. We do not knowingly collect information from anyone under 18.

Security

We rely on our service providers' industry-standard security practices (encryption in transit, access controls) to protect the information described above. No system is perfectly secure, so we cannot guarantee absolute protection, but we take reasonable steps to keep information safe.

Changes to this policy

We may update this page as the service changes. The "last updated" date at the top will always reflect the most recent version. Material changes will be communicated to active customers directly.