This policy describes how Technical Infrastructure (TECI) handles information collected by Susan, our field service application for TECI technicians. It supplements our general Privacy Policy, which continues to apply to our website and customers.
Susan is an internal work tool. It is used by TECI field technicians and requires a TECI-issued Microsoft work account to sign in. It is not intended for, or available to, the general public.
Information the app collects
Location. Susan uses precise device location to identify the property nearest to the technician, to record work-related events such as site check-ins, and to record travel during a work shift. Location is collected only while the app is in use or while a visible, ongoing notification indicates that shift or timer tracking is running. The app does not collect location in the background when it is closed and no shift is active.
Photos. Technicians can take photographs to document site conditions and completed work. Photos taken in the app are uploaded to TECI systems and attached to the relevant service ticket or property record.
Voice dictation. Technicians can dictate notes instead of typing them. Dictation uses the speech recognition built into the device’s operating system, which is provided by the device manufacturer and governed by their privacy terms. TECI receives only the resulting text. The app does not record, store, or transmit audio.
Account information. When a technician signs in with their TECI Microsoft work account, the app receives their name, work email address, and account identifier.
Work records. The app records the work a technician performs: service notes, time entries, materials used, and ticket status changes.
How the information is used
Information collected by Susan is used to operate TECI’s field service business — dispatching technicians, documenting work performed at customer sites, maintaining service and time records, and billing for completed work.
How the information is shared
Information collected by Susan is not sold, and is not used for advertising. The app contains no advertising and no third-party analytics or tracking software.
Information is stored in TECI’s own systems and in cloud infrastructure operated on our behalf by our hosting providers, which process it only for the purposes described above. Authentication is handled through Microsoft as our identity provider. Information may be disclosed where required by law.
Security and retention
Information transmitted between the app and TECI systems is encrypted in transit. Access to the information is limited to TECI personnel who need it to perform their duties.
Service records, time records, and site documentation are business records and are retained for as long as required to operate our business and to meet our legal and record-keeping obligations.
Access and deletion
Technicians may request access to the personal information TECI holds about them, and may request corrections or deletion. See Susan App — Data Deletion Requests for how to make a request and what can be deleted.
Contact
Questions about this policy, or about information collected by the Susan app, can be directed to:
Technical Infrastructure (TECI)
Email: hello@technical-infrastructure.com
Phone: (587) 333-3377