Privacy Policy

FieldLink Inc. ("FieldLink," "we," "us," or "our") operates an AI-assisted field service platform that combines computer vision, voice interaction, smart glasses, a companion mobile application, telephone support, and proprietary multimodal AI to help trained personnel diagnose, service, and repair commercial equipment. We hold the trust placed in us by our enterprise customers and the people who use our platform as a core responsibility. This Privacy Policy explains, in detail, what information we process, why, on what legal basis, with whom we share it, and the rights and controls available to you.

Effective June 15, 2026 · Version 2.0

1. Scope and Our Role

This Policy applies to our public websites, the FieldLink mobile and operator applications, smart-glasses integrations, our telephone support lines, our SMS/text messaging program, and the back-end services that power them (collectively, the "Services"). It does not apply to the independent products, equipment, or websites of our customers or partners, which are governed by their own privacy notices.

FieldLink operates in two distinct capacities, and your rights and our obligations depend on which applies:

• As a processor / service provider. When we process personal information on behalf of an enterprise customer to deliver service for their equipment, end users, or workforce, that customer is the controller. We act on their documented instructions under a Data Processing Addendum ("DPA"), and we process the information only to provide the Services, not for our own independent purposes. If you interact with FieldLink through such a customer, please direct privacy requests to that customer; we will support them in responding.
• As a controller / business. When we determine the purposes and means of processing — for example, operating our websites, managing our own business relationships, securing the Services, and improving our products within the limits described below — we act as the controller and are directly responsible under this Policy.

2. Key Definitions

3. Information We Collect

3.1 Information you provide

• Identity and contact data — name, business email, mobile phone number, employer, and job role.
• Service request data — the equipment involved (make, model, serial or asset number), the reported issue, your service ticket or tracking number, and the equipment's location.
• Account and authentication data — credentials, role-based permissions, and multi-factor authentication identifiers.
• Correspondence — messages, support requests, and feedback you send us.

3.2 Service capture (glasses, app, and voice)

To guide a repair in real time, the Services may capture live or recorded video and still images of equipment and the immediate work area, audio and voice from your interaction with the AI assistant or a remote expert, and session recordings of the guided service event. This capture is purposeful and limited to delivering and documenting the service.

3.3 Telephone and voice data

When you call our support lines, or we place service-related calls to you, we collect your phone number, call metadata (such as time and duration), call audio, recordings, and transcripts, and your interactions with our automated voice (IVR) and AI voice systems.

3.3 Equipment, diagnostic, and telemetry data

• Diagnostic inputs such as error codes, sensor readings, and connected-equipment (IoT) telemetry used to identify a fault before anyone is dispatched.
• Repair outcomes, parts used, steps taken, and resolution notes that form the automated service record.

3.4 Information collected automatically

• Device and usage data — IP address, device and browser type, operating system, app version, language, and interaction logs.
• Approximate or precise location — where needed to route service, dispatch the right technician and parts, or document where a service event occurred.
• Cookies and similar technologies — as described in Section 17.

3.5 Information from third parties

We may receive information from our Customers (for example, a roster of authorized users, equipment inventories, or a service ticket), and from service providers that support authentication, communications, and security.

4. Biometric and Sensitive Information

Because our Services capture video and voice — including voice on recorded telephone calls — that capture may incidentally include a person's image or voice. FieldLink does not use facial recognition or voiceprints to identify individuals, and we do not build biometric identifiers for marketing, surveillance, or profiling. Where applicable law (such as the Illinois Biometric Information Privacy Act or state sensitive-data laws) treats voice or facial data as protected, we handle it accordingly: we limit its use to delivering and improving the Services as described here, restrict access, and retain it only as long as needed. We do not sell sensitive personal information, and we do not use or disclose it beyond the limited purposes permitted by law.

5. How and Why We Use Information

We use information for the following purposes and, where the GDPR or UK GDPR applies, on the indicated legal bases:

• To deliver the Services — verify identity, match a request to the correct equipment and ticket, guide the repair, and deliver Service Artifacts. (Performance of a contract; legitimate interests.)
• To communicate with you — service updates and customer-care messages by SMS, email, in-app notification, or phone. (Contract; consent where required for SMS.)
• To document and bill for service — generate the service record and support invoicing and reporting to the responsible Customer. (Contract; legitimate interests.)
• To secure and operate the platform — authentication, fraud and abuse prevention, logging, and maintaining availability and data isolation. (Legitimate interests; legal obligation.)
• To improve our Services and AI — within the limits of Section 6. (Legitimate interests; or the Customer's instructions where they are the controller.)
• To comply with law — respond to lawful requests and enforce our agreements. (Legal obligation; legitimate interests.)

We do not use your information for third-party advertising, and we do not sell your personal information.

6. Artificial Intelligence and Model Training

FieldLink develops proprietary multimodal models to make equipment service faster and more accurate. Our approach is governed by the following commitments:

• We use service data, diagnostic data, and Service Capture to operate and improve our models, including to expand fault coverage and accuracy.
• Where we use Customer data to improve our models, we do so consistent with our agreement and DPA with that Customer, and we apply de-identification or aggregation where reasonably practicable so that training data is not tied to an individual.
• We maintain logical isolation between Customers and do not use one Customer's confidential or proprietary data to build a general capability that we then make available to that Customer's competitors in violation of our contractual commitments.
• We do not sell training data, and we do not share identifiable Service Capture with third parties to train their models.

7. Automated Decision-Making

FieldLink's AI provides diagnostic suggestions and step-by-step guidance to assist a qualified human, who remains responsible for decisions and for the physical work. We do not use the Services to make decisions that produce legal or similarly significant effects about you solely by automated means without human involvement.

8. SMS, Voice, and Telephone Communications

Text messaging (SMS)

For full details on how end users opt in to this program — including the consent call-to-action and the disclosure language shown or read before enrollment — see our SMS Messaging Program page.

Voice and telephone services

Call recording and consent. Calls to or from our service lines may be monitored or recorded for diagnosis, quality assurance, training, safety, and documentation. We provide notice at the start of a call, and by continuing the call you consent to the recording. Where the law requires the consent of all parties, we obtain it; if you do not consent, you may end the call and reach us another way.

Automated and AI voice. Some calls are answered or handled by an automated voice (IVR) system or an AI voice assistant to triage and resolve issues. You may ask to speak with a human at any time.

Automated calls and texts (TCPA). Where we place autodialed, prerecorded, or artificial/AI-voice calls or text messages, we do so based on your consent and consistent with the Telephone Consumer Protection Act (TCPA) and other applicable law. You may revoke consent at any time — reply STOP to texts, or tell us during a call or email support@fieldlink.ai to stop calls.

Not for emergencies. Our voice and messaging services support equipment service and are not a substitute for emergency services. Do not use them to contact emergency responders.

We use voice and call data to triage and resolve service issues, route and dispatch service, document the service event, secure the Services, and improve the Services and our models consistent with Sections 4 and 6. We do not sell call recordings, and we do not share them with third parties for marketing or promotional purposes.

9. How We Share Information

We share information only as needed to operate the Services and run our business:

• With the responsible Customer — to complete and document the service event for their equipment, workforce, or end users.
• With service providers and subprocessors — under written contracts that restrict use to providing services to us (Section 10).
• For legal, safety, and compliance reasons — to comply with law, respond to lawful requests, enforce our agreements, or protect the rights, property, and safety of FieldLink, our Customers, our personnel, or the public.
• In a corporate transaction — in connection with a merger, acquisition, financing, reorganization, or sale of assets, subject to the protections of this Policy.
• With your direction or consent — when you ask us to share information or otherwise consent.

We never share mobile phone numbers or SMS opt-in data with any third party or affiliate for marketing or promotional purposes.

10. Service Providers and Subprocessors

We engage vetted vendors to provide infrastructure and functionality, including cloud hosting and GPU compute, voice and SMS communications (telephony) delivery, speech-to-text and AI inference, analytics, and security tooling. Each is bound by contractual confidentiality and data-protection obligations and may use the information only to provide services to us. A current list of subprocessors is available to Customers on request, and we provide a mechanism to receive notice of material changes as required by our agreements.

11. Recording Notice and On-Site Capture

Guided service sessions may be recorded for diagnosis, quality, training, safety, and documentation. Because recording laws vary by jurisdiction (including states that require all-party consent), you are responsible for obtaining any consents and providing any notices required at the service location, and for not capturing areas or individuals that are unrelated to the service. Do not use the Services to record where you lack the right to do so. We provide controls and guidance to help limit capture to the equipment and work area.

12. International Data Transfers

FieldLink is based in the United States, and we and our service providers may process information in the United States and other countries. Where we transfer personal information from the European Economic Area, the United Kingdom, or Switzerland, we rely on appropriate safeguards such as the European Commission's Standard Contractual Clauses and the UK International Data Transfer Addendum, together with supplementary measures where needed. A copy of the relevant safeguards is available on request.

13. Data Retention

We retain personal information for as long as needed to provide the Services, document and support service events, secure the platform, improve our models within the limits of Section 6, and meet legal, tax, accounting, and dispute-resolution obligations. Retention periods vary by data type and by the instructions and contractual requirements of the responsible Customer. When information is no longer needed, we delete it or de-identify it so it can no longer reasonably be linked to you.

14. Information Security

We maintain an information-security program with administrative, technical, and physical safeguards designed to protect information against unauthorized access, use, alteration, and loss. These include encryption of data in transit and at rest, role-based access controls and least-privilege practices, multi-factor authentication, per-Customer data isolation, logging and monitoring, and a documented incident-response process. We are pursuing SOC 2 Type II attestation as part of our compliance program. Where we are required by law or contract, we will notify affected parties of a security incident without undue delay. No system is perfectly secure, and we cannot guarantee absolute security.

15. Your Privacy Rights

Depending on where you live, you may have some or all of the following rights with respect to your personal information. Where FieldLink acts as a processor for a Customer, we will refer your request to that Customer and assist them in honoring it.

• Access / know — to learn what personal information we hold and how we use and share it.
• Correction — to correct inaccurate personal information.
• Deletion — to request deletion, subject to legal exceptions.
• Portability — to receive a copy in a portable format.
• Opt out of "sale" or "sharing" — we do not sell or share personal information as those terms are defined under the California Consumer Privacy Act (as amended by the CPRA), so there is nothing to opt out of, but we honor valid opt-out preference signals.
• Limit use of sensitive personal information — we already limit our use of sensitive personal information to permitted purposes.
• Object or restrict — to object to or restrict certain processing, and to withdraw consent where processing is based on consent.
• Non-discrimination and appeal — we will not discriminate against you for exercising your rights, and where required we offer a right to appeal a decision.

These rights derive from laws including the CCPA/CPRA, the Virginia, Colorado, Connecticut, Utah, and Texas consumer privacy laws, and the EU and UK GDPR. The specific rights that apply to you depend on your jurisdiction.

16. How to Exercise Your Rights

To exercise a right, email privacy@fieldlink.ai with your request and the jurisdiction you are in. We will take steps to verify your identity before responding, and we will respond within the timeframes required by applicable law. You may use an authorized agent to submit a request where the law permits, subject to verification. If you are an EEA, UK, or Swiss resident, you also have the right to lodge a complaint with your supervisory authority.

17. Cookies, Analytics, and Global Privacy Control

We use cookies and similar technologies to operate our websites, remember preferences, and understand usage through privacy-conscious analytics. You can control cookies through your browser settings. Our public website honors the Global Privacy Control (GPC) signal where required, and treating it as a valid request to opt out of "sale" or "sharing" — neither of which we engage in.

18. Children's Privacy

The Services are intended for business and professional use and are not directed to individuals under 18. We do not knowingly collect personal information from children. If you believe a child has provided us personal information, contact us and we will delete it.

19. Changes to This Policy

We may update this Policy to reflect changes in our Services, technology, or legal obligations. We will post the updated version here, revise the "Effective" date and version, and, for material changes, provide additional notice as required by law. Your continued use of the Services after an update means you accept the revised Policy.

20. How to Contact Us

For privacy questions or to exercise your rights, contact our privacy team. We are the controller for processing we determine, and we will help route requests where a Customer is the controller.

FieldLink Inc.
Dallas, Texas, United States
Privacy: privacy@fieldlink.ai
Support: support@fieldlink.ai