Privacy Policy

Last Update: Feb 27, 2026

Laivly Inc. (“Laivly”, “we”, or “us”) values and respects your privacy. We have prepared this privacy policy to explain the manner in which we collect, use, and disclose personal information through our website located at https://laivly.com/ (the “Website”), the Services we provide to our customers, and our other interactions with you. Personal information is information that relates to an identified or identifiable individual (“Personal Information”).

Laivly provides a software platform that may leverage various technologies (such as Machine Learning (ML), Artificial Intelligence (AI), Robotic Process Automation (RPA), session replay, and virtual telephony depending on the use case / solution) to streamline our customers’ contact center operations by assisting our customers’ agents in responding to telephone, text, and email requests (the “Services”).

COLLECTION AND USE OF PERSONAL INFORMATION

How we Collect and Use Personal Information on Behalf of our Customers

The following are some examples of the Personal Information we may collect to provide the Services to our customers.

In the course of providing the Services to our customers, we may process limited Personal Information about our customers’ clients, personnel, or other authorized users of the Services as set out below.

  • Registration: In order to provide the Services to our customers, we may collect your name, user ID, employer name, and your work email address. We may obtain this information directly from you or from your employer, where they are a customer of ours or are otherwise a corporate user of the Service. We use this information to register you as a user and to provide access to the Services.

  • Provision of Services: Depending on the type of Services you are using, we may collect and use Personal Information of your customers when they contact your customer agents through your contact center in order to provide the Services. Such information may include their name and other information related to their request for assistance as well as recordings of calls with your customer agents. This information may be collected in order to enable your customer agents to provide faster and more efficient support to your customers. If the Services you have purchased require us to collect and use such Personal Information, we will ensure such Personal Information is retained in accordance with our contractual commitments to you. Further, we will not use any Personal Information collected from your customers other than to provide the Services.

  • Support Services: We may collect certain information from you (such as name, email address, your phone number, and query) when we provide user support services by phone, email, or within the Services. In addition, during the onboarding, configuration, or support of our Services, we may conduct “shadow sessions” with our customers’ contact center agents and their interactions with end users. These sessions may involve computer screen recordings (e.g., via web conferencing tools) and computer event snapshots (e.g., via the Sidd Desktop Application). These shadow sessions may capture personal information that appears on an agent’s screen or is discussed during the session. Shadow sessions enable Laivly’s implementation or support teams to observe agent workflows and ensure the proper configuration and performance of the Sidd application and related Laivly solutions. The recordings are used only for internal configuration, quality assurance, or troubleshooting related to the customer’s engagement.

  • Use of the Services: We may monitor use of the Services by our customers’ personnel or other authorized users in order to detect, investigate, or prevent any actual or potential violation of our terms and conditions. This information is automatically collected during use the Services. We may also collect diagnostic and performance metrics, such as clickstream data (e.g. task start time, task completion time, email drafting content) from our customers’ personnel based on our customers’ specific needs. We only collect this data where instructed by our customers, for their own purposes.

We may also generate aggregated, non-identifiable data and use such information to monitor and improve the Services.

When processing data through Services on behalf of our customers, Laivly acts as a data processor, and our customers remain the data controllers responsible for determining the lawful basis of processing, providing any necessary notices, obtaining any necessary consents and otherwise confirming that their use of the features comply with applicable privacy and other laws.
We require our customers to ensure that they have obtained all authority to provide Personal Information to us, and enable us to access or store personal information, in accordance with applicable privacy laws and to not provide us with any sensitive Personal Information. Except as set out herein, we do not collect or use Personal Information from our customers for any purpose other than to provide Services on behalf of our customers.

If you have any questions regarding the Personal Information we process on behalf of one of our customers, we encourage you to first contact the customer directly and/or review their applicable privacy policy. If you signed up to receive marketing communications from one of our customers and now wish to unsubscribe, please contact the customer directly.

AI and Data Processing

Our AI systems may process data to assist in customer interactions, providing automated responses and insights. We ensure that all AI-driven data processing complies with relevant laws and is transparent to our users. Any data used to train, validate, or improve Laivly’s AI or analytics models is first de-identified or aggregated so that it cannot reasonably be associated with an individual or customer.
When processing data through our AI-enabled features on behalf of our customers, Laivly acts as a data processor, and our customers remain the data controllers responsible for determining the lawful basis of processing, providing any necessary notices, obtaining any necessary consents and otherwise confirming that their use of the features comply with applicable privacy and other laws.
If you have any concerns or require further details about how AI is used, please refer to our CONTACT US section.

How We Collect and Use Personal Information Through our Website, Services and in our other Interactions With You

We collect personal information from you when you provide it to us directly, automatically when you visit our Website or use our Platform, and from third parties as described below.

We may collect Personal Information when you:

Sign up to Receive Marketing Communications

If you sign up to receive email marketing communications such as newsletters, we collect your email address as well as other information on an optional basis to send you information about our Services, offers and events and help us tailor our communications to you. You can unsubscribe at any time by clicking the “unsubscribe” link included at the bottom of each email. Alternatively, you can opt out of receiving email marketing communications by contacting us at the contact information provided in the CONTACT US section below. Please note that you may continue to receive transactional or account-related communications from us.

Are in a Target / Custom Audience

We may use services provided by third-party platforms (such as social media and other websites) to serve targeted advertisements on such platforms to you or others, and we may provide a hashed version of your email address or other information to the platform provider for such purposes. To change your preferences for such communications, please send a request using any of the methods set forth in the CONTACT US section below.

Apply for Job

If you apply for a job at Laivly, you may provide us with certain Personal Information about yourself, such as information contained in a resume/CV, cover letter, or similar employment-related materials. We may also collect Personal Information from third-party social networking websites including but not limited to your LinkedIn profile, blog, website, or similar portfolio. We may use this information when considering and responding to your application and assessing your suitability for current and future career opportunities.

Provide us with Feedbacks & Reviews

We may collect and use customer feedback and/or reviews about our Services to better understand our customers and enhance our product and service offerings. With your consent, we may publish your feedback and/or reviews on our Website or other promotional materials.

Enter Contests or Participate in Promotions

When you enter a contest or participate in a promotion, we may collect your name, address, email address, phone number, and any additional information or content required for the contest or promotion, including to deliver a prize to you, or that you otherwise provide, including your social media handle, profile picture, and public posts or comments you make about our contest on social media networks. We use this information to administer the contest or promotion. As part of a contest or promotion, we may also share or otherwise publish the content you submit.

Participate in our Surveys

From time to time, we may offer you the opportunity to participate in one of our surveys. The information obtained through our surveys is used in an aggregated, de-identified form. We use this information to help us understand our users and to enhance our Website.

Contact Us With a Comment, Question, or Complaint

When you contact us with a comment, question, or complaint through email, telephone, or the Contact Us form on our Website, you may be asked for information that identifies you, such as your name, email address, and a telephone number, along with additional information we need to help us promptly answer your question or respond to your comment. We may retain this information to assist you in the future and to improve our customer service and service offerings.

Non-Identifiable Information

We may modify or aggregate your personal information such that it cannot reasonably be associated with you, for the following purposes:

(i) to protect your privacy and the security of your personal information; and 

(ii) to conduct research and/or analytics with the goal of improving our Services and the client experience and developing new offerings.

SHARING OF PERSONAL INFORMATION

We do not sell or disclose your Personal Information to third parties without your consent, except as set forth below or as required or permitted by law.

  • Service Providers: Your Personal Information may be transferred (or otherwise made available) to certain third parties that provide services on our behalf. We use service providers to support operations such as hosting the Website, hosting Laivly’s Platform, and providing analytics, advertising, and marketing services. Service providers are only given the information necessary to perform their designated functions and are not authorized to use or disclose Personal Information for their own purposes.

  • Data Transfers to Service Providers: Some of our service providers are located outside of Canada, including in the United States and other jurisdictions. When Personal Information is transferred internationally, we take measures to ensure it receives an equivalent level of protection as required under applicable privacy laws.

    We use legally recognized data transfer mechanisms, which may include Data Processing Agreements (DPAs), Standard Contractual Clauses (SCCs) approved by the European Commission, or other appropriate safeguards consistent with the General Data Protection Regulation (GDPR) and other applicable data protection frameworks. Where applicable, we also ensure our vendors maintain Binding Corporate Rules (BCRs) or comparable contractual commitments to protect your information.

    These safeguards require service providers to handle Personal Information in a manner consistent with our instructions, this Privacy Policy, and applicable privacy and security standards.

    We and our service providers may access, store, and process Personal Information outside of Canada or the province in which you reside (which may include transfer outside of Quebec for Quebec residents), where privacy laws may differ from those in your jurisdiction. Regardless of where your information is processed, Laivly ensures that service providers are contractually required to maintain protections that are consistent with this Privacy Policy and applicable data protection laws. You can also contact us (see CONTACT US section) for more information about how our service providers (including service providers outside Canada) handle your personal information.

    A list of Laivly’s trusted service providers that support the Services (also known as sub-processors) is available upon request (see CONTACT US section) or available at trust.laivly.com.

  • Legal and Compliance: We and our Canadian, U.S., and other foreign service providers may disclose Personal Information in response to a search warrant, court order, or other legally valid inquiry, or to another organization for purposes such as investigating a breach of an agreement or contravention of law, or detecting, suppressing, or preventing fraud. Disclosures may also occur where permitted or required by applicable Canadian, U.S., or other law or legal process, which may include lawful access by courts, law enforcement, or other authorities.
    Your Personal Information may also be disclosed where necessary for the establishment, exercise, or defense of legal claims or to investigate or prevent actual or suspected loss or harm to persons or property. Where disclosure of personal information processed by our Services is required by law, and unless prohibited from doing so, Laivly will notify the affected customer and cooperate with their instructions regarding the response.

  • Sale of Business: We may transfer any information we have about you as an asset in connection with a proposed or completed merger, acquisition, or sale (including transfers made as part of insolvency or bankruptcy proceedings) involving all or part of Laivly or as part of a corporate reorganization or other change in corporate control.

INFORMATION ABOUT OUR WEBSITE

  • Visiting our Website: In general, you can visit our Website without telling us who you are or submitting any personal information. However, we collect the IP (Internet protocol) addresses of all visitors to our Website and other related information such as page requests, browser type, operating system, and average time spent on our Website. We use this information to help us understand our Website activity and to monitor and improve our Website.

  • Cookies Policy (How to Manage Cookies): Our website uses cookies to improve your browsing experience. You can manage or disable cookies by adjusting the settings in your web browser. Most browsers allow you to view, manage, delete, and block cookies for a website. Please refer to your browser’s help section or settings menu for detailed instructions on how to control cookies. Note that disabling cookies may affect the functionality of our services.

  • Analytics: We may also use a third party such as Google Analytics to help us gather and analyze information about the areas visited on the Website (such as the pages most read, time spent, search terms, and other engagement data) in order to evaluate and improve the user experience and the Website. For more information or to opt out using the Google Analytics opt-out browser add-on, see “How Google uses information from sites or apps that use our services” and “Privacy controls in Google Analytics”.

  • Third Party Links: Our Website may contain links to other websites that Laivly does not own or operate. We provide links to third party websites as a convenience to the user. These links are not intended as an endorsement of or referral to the linked websites. The linked websites have separate and independent privacy policies, notices, and terms of use. We do not have any control over such websites, and therefore we have no responsibility or liability for the manner in which the organizations that operate such linked websites may collect, use or disclose, secure, and otherwise treat personal information. We encourage you to read the privacy policy of every website you visit.

  • Do Not Track Signals: Our Website does not respond to ‘Do Not Track’ signals. However, you can opt-out of certain tracking through our cookie management options and by adjusting your browser settings.

Interest-Based Advertising

We work with third parties such as ad networks and other advertising companies that use their own tracking technologies (including cookies, web beacons and pixel tags) on our Website in order to provide you with tailored advertisements across the Internet. This is a common marketing practice referred to as interest-based or online behavioral advertising. These companies may collect information about your activity on our Website and third-party websites (such as web pages you visit and your interaction with our advertising and other communications) and use this information to build a profile of your interests, make predictions about your preferences, develop personalized content and deliver ads that are more relevant to you on third-party websites. This information may also be used to evaluate the effectiveness of our online advertising campaigns.

Opting-out of Interest-Based Advertising

To adjust your cookie preferences on our Website, please select “Change Preferences” on screen. For more information about interest-based advertising and to understand your options, including how you can opt-out of receiving behavioural ads from third-party advertising companies participating in the Digital Advertising Alliance of Canada (DAAC), please visit the DAAC website at http://youradchoices.ca/choices.

Please note that even if you opt-out of interest-based advertising by a third-party, these tracking technologies may still collect data for other purposes including analytics and you will still see ads from us, but the ads will not be targeted by that third party based on behavioural information about you and may therefore be less relevant to you and your interests.

To successfully opt out, you must have cookies enabled in your web browser (see your browser’s instructions for information on cookies and how to enable them). Your opt-out only applies to the web browser you use so you must opt-out of each web browser on each computer you use. Once you opt out, if you delete your browser’s saved cookies, such as by using a browser that automatically deletes cookies, you will need to opt-out again.

CHILDREN’S ONLINE PRIVACY PROTECTION

Our services are not intended for minors, including individuals under the age of 13 in the US (and 16 in the EU). We do not knowingly collect Personal Information from children under this age. If you believe we have collected such information, please contact us, and we will take appropriate steps to delete this data.

SAFEGUARDS AND RETENTION

We have implemented reasonable administrative, technical, and physical measures to safeguard the Personal Information in our custody and control against theft, loss, and unauthorized access, use, modification, and disclosure. Access to Personal Information is restricted on a need-to-know basis to personnel and authorized service providers who require such access to perform their duties.

We use industry-accepted encryption standards to protect Personal Information both at rest and in transit. This includes the use of strong cryptographic algorithms (such as AES-256 and TLS 1.2 or higher) and managed key services to ensure the confidentiality, integrity, and authenticity of information. Our encryption and key management practices follow recognized security and compliance frameworks and are regularly reviewed to maintain alignment with evolving best practices and regulatory requirements. These frameworks include controls consistent with SOC 2 Type II, and PCI DSS 4.0.

Laivly continually reviews and enhances its security measures, including encryption protocols, to address emerging threats and improve the protection of customer and company data.

Personal Information is retained only for as long as necessary to fulfill the purposes for which it was collected (which will be determined by the customer with respect to Personal Information we process for the customer), to meet legal or regulatory requirements, or as otherwise permitted by law. This retention schedule also applies to temporary artifacts such as shadow session recordings, which are deleted in accordance with Laivly’s Shadow Session Handling Procedure once their configuration purpose has been fulfilled.

Additional details about Laivly’s security controls and compliance certifications are available at trust.laivly.com.

ACCESS TO INFORMATION

Subject to applicable law, you have the right to access, update, and correct inaccuracies in your Personal Information in our custody or control. You may also withdraw your consent to our collection, use, and disclosure of Personal Information (subject to legal and contractual restrictions).

Depending on your location and applicable data protection laws, you may have additional rights regarding your Personal Information, including the right to:

  • Access: Request access to the personal information we hold about you.

  • Correction: Request that we correct any inaccuracies or incomplete information.

  • Deletion: Request the deletion of your personal information, subject to certain exceptions permitted by law.

  • Restriction: Request that we limit the processing of your personal information in specific circumstances.

  • Portability: Request a copy of your personal information in a structured, commonly used, and machine-readable format.

  • Objection: Object to the processing of your personal information, including for direct marketing purposes.

  • Withdraw Consent: If we are processing your information based on your consent, you may withdraw that consent at any time.

  • Lodge a Complaint: You may file a complaint with the relevant privacy or data protection authority if you believe your rights have been violated.

To exercise any of these rights, or to request access, updating, or corrections of inaccuracies in your Personal Information in our custody or control, please refer to the CONTACT US section.

PRIVACY GOVERNANCE POLICIES AND PROCEDURES

We have implemented a comprehensive set of policies and practices that govern our treatment of personal information. This includes, among other things:

  • Policies and procedures to protect personal information in our custody and control from unauthorized access, use or disclosure.

  • Processes to respond to data subject requests and complaints in a timely and effective manner.

  • A framework for the retention and destruction of personal information to ensure compliance with legal obligations, and to securely destroy personal information once no longer required.

  • A framework that defines the roles and responsibilities for our employees with respect to the treatment of personal information throughout the lifecycle of the information.

UPDATES TO THE PRIVACY POLICY

We may update this privacy policy periodically to reflect changes to our privacy practices. We encourage you to periodically review this page to ensure you are familiar with those changes. We will indicate at the top of this privacy policy when it was most recently updated.

CONTACT US

You have the right to request access to, correction of, or deletion of your personal information, as well as to inquire about how it is collected, used, or disclosed. To exercise these rights, please contact us at:

Contact Name & Title: Otto Aulicino, Sr. Director, Information Security

Email: privacy@laivly.com.

Verification Process

To protect your privacy and security, we may need to verify your identity before processing your request. This may involve confirming certain details such as your name, email address, or other information associated with your account or communications with us. This is standard practice and ensures that personal information is disclosed only to the correct individual.

Response Timeframes

We will respond to all verified requests within 30 days, in accordance with applicable privacy laws. If additional time is required due to the nature or volume of your request, we will inform you of the reason for the delay and the expected timeframe for completion.