Your safety and security is our top priority and we respect how important your information is to you and your family. That is why Live Assist is dedicated to the responsible handling of your information. We want you to understand our privacy practices, specifically, what information we gather, how that information is used, with whom we share that information and what we do to protect it. We are committed to following our privacy practices and to complying with the law. This privacy statement applies to personal information we collect about those who register and call Live Assist. This privacy statement covers information we collect through your use of our website as well as through your communications with us through any other means.
What Information does Live Assist collect?
The types of information we may collect about you include:
• Contact information (name prefix, first name, last name, cell phone number, email address, physical address)
• Information about your car, such as the vehicle identification number (VIN)
• Request information (date and time a call was made, from what phone number the call originated, what the details
of the call was, the response to the request, any information on any calls we made on your behalf, how the request
was delivered, the information that was relayed back to the caller electronically, a recording of all calls made
by you, to you or on your behalf).
• Location information (if you have one of our Smart Phone GPS applications, we may collect information of your location
if you have your application settings set to send us your GPS data or if you give it to us over the phone during your phone call)
Except where we are not required to do so under applicable law, we will notify you and obtain your consent before we collect other information about you.
We do not share your information with third parties for their marketing purposes.
How does Live Assist get my information?
Live Assist collects information from you and your car in several different ways, including:
• from what you and your car dealer provide to us
• from your use of the personal assistant service
• from calls, text messages or emails between us
• from the Live Assist web pages you visit
• from any smart phone applications you have installed
Except where we are not required to do so under applicable law, we will notify you and obtain your consent before we collect information about you in any other way.
Does Live Assist record my conversations?
In order to provide the highest quality of service, we DO record and monitor all conversations by you or others from your account with us, with emergency service providers, with the police, or third parties. Please note that, at your request, our Assistants may also remain on the phone if they conference in a third party. These third parties may also record and monitor your conversations.
How does Live Assist use my information?
Live Assist uses your information for various purposes including:
• to provide enhanced Personal Assistant services to you
• to communicate with you about your account
• for referencing past queries when you inquire about the status
• for following up on the completion of past requests
• as required by law
• to protect our rights or property or the safety of you or others
• to prevent fraud or misuse of the Live Assist service
• to inform you of new or additional products or services
• for other purposes on an anonymized and aggregate basis
We may also use your information to send you important service, product or emergency-related messages through either a phone call, text message or email.
Except where we are not required to do so under applicable law, we will notify you and obtain your consent before we use information about you in any other way.
With whom does Live Assist share my information?
We may share the information we collect with our service providers so that they can provide services to us. This would include sharing your information with roadside assistance providers, emergency service providers, the police, our wireless service providers, credit card processors, data management companies and others as may be required, to deliver the Live Assist services. We may also share information we collect about you or your car as required by law, or to protect our rights or property or the safety of you or others.
We may also share information we collect about you or your car with the following (this does not include the sharing of credit card information; it also does not include the sharing of location or speed information.)
• your dealer, to assist it in servicing your car or for marketing purposes
OTHER THAN AS STATED IN THIS PRIVACY STATEMENT, Live Assist WILL NOT OTHERWISE DISCLOSE, SELL, RENT, INFORMATION IDENTIFIABLE TO YOU OR YOUR CAR TO THIRD PARTIES FOR THEIR INDEPENDENT USE WITHOUT YOUR CONSENT.
*Please note: the maker of your car may obtain information from your car independently from Live Assist. Please refer to your owner's manual and car maker's privacy statement for additional information.
Does Live Assist use, sell, or share 'aggregate' information?
Live Assist may collect information from you, anonymize that information, and use it with similar anonymized information obtained from other individuals ('aggregate information'). For example, we may use aggregate service information to determine overall use of Live Assist services or for statistical research conducted by or with third parties to better understand the Live Assist usage in support of product and service development decisions. No information that will identify you or your car will be included in any aggregate information. Aggregate information will NEVER be shared with or sold to any third party for any purpose.
Can I choose my communication preferences?
You may limit some of the permitted marketing or certain other secondary uses of your information by utilizing the 'opt out' functionality that will be included in any marketing messages you receive whether they are via text message, email or phone call. Be aware that opting out of any marketing channels does not prevent us for contacting you through that channel for reasons outside marketing. If you contact us for a Live Assist request and ask that we contact you through a certain communication channel, we will continue to do so even if you have opted out of the channel for marketing purposes.
Do I have access to my information?
If you would like to access or ensure accuracy of your personal information, please contact an assistant at the phone number you received or will received upon registration with Live Assist. Make sure to call from the phone number that was registered with Live Assist.
Can anyone obtain a copy of my information or any request?
Other than the communications we send you via email or text, we do not release phone call recordings or other database information that are created as part of the Live Assist service without a subpoena (unless otherwise required by law).
What does Live Assist do to safeguard my information?
Live Assist implements and maintains technical, physical, and administrative safeguards designed to protect the security and confidentiality of customer information in Live Assist's possession from theft, loss, misuse, improper distribution or alteration. Sensitive information, such as credit card information, is encrypted when submitted through our websites.
Live Assist provides service to you through phone calls, text messages and emails. Although it is illegal for unauthorized people to intercept your calls, text messages or logging into your email accounts such interceptions of wireless communications or text messages can occur.
In addition, Live Assist may require additional information from you to help identify authorized users when an agent feels that the caller may not be the registered party.
Does Live Assist use 'Cookies' or other online tracking technologies?
We may use 'cookies' and other tracking devices on our websites. Using cookies on our sites provides benefits to you, such as allowing you to maintain your session information when registering for the Live Assist service. The use of cookies also allows us to measure site activity to provide a better user experience. Cookies and other tracking devices may be used to tell us the time and length of your visit, the pages you look at on our site, the site you visited just before coming to ours, and the name of your Internet service provider. You may elect to refuse cookies. Please refer to your browser's Help instructions to learn more about cookies and how to manage their use.
We may also use transparent image files to monitor your journey around a single website or collection of sites. These web beacons may be used in association with cookies to understand how visitors interact with the pages and content on the pages of our website. Live Assist uses web beacons to count and recognize users traveling to and from our site. The beacon allows Live Assist to recognize you to enable personalization of your visit and to make it more user-friendly.
What can I do if I have a question not answered here?
If you have a more specific question regarding your privacy or our privacy practices, contact us via email at support@getliveassist.com.
What do I do if I need to change my registered phone number?
You can change your registered phone number by either calling us from the registered phone number while you still are able to call Live Assist from that number or you can send a request to change your phone number to support@getliveassist.com. Please include your name, VIN number, the phone number that you are changing from and the phone number that you are changing to.
Supplemental Information for California Residents
Your California Privacy Rights: California privacy law requires us to provide California residents with specific disclosures about our privacy practices, including telling you about the information we share with other third parties for their marketing purposes. You may request a copy of this information on an annual basis by contacting us at support@getliveassist.com
How will I know if Live Assist updates its Privacy Statement?
We may update our privacy statement to reflect new services or changes to our business and will include the date of the last revision at the top of the statement. We advise you to check getliveassist.com for changes to this privacy statement periodically.