Data Processing Terms

These terms apply when an agency uses FrontLineLove to process family inquiry data. The agency is the controller (or equivalent) of that inquiry. FrontLineLove is the processor: we handle the data only to provide the product.

Subject matter

Names, contact details, locations, care-need descriptions, conversation transcripts, appointment times, and staff notes the agency stores in FrontLineLove.

Instructions

We process that data to run Ava, the desk, notifications, analytics, and exports the agency enables (webhook or CSV). We do not sell it and do not use it to train a public model as a substitute for the agency’s instructions.

Security

TLS in transit, tenant-scoped queries, role-based access, HMAC-signed outbound webhooks, and audit logs for staff actions. This is not a HIPAA BAA. If you require a BAA, do not assume this document is one.

Subprocessors

Hosting, database, authentication, and (when enabled) the AI provider used to generate Ava’s replies. A current list is available on request from the account email.

Return and deletion

Agencies may export CSV at any time. Deleting a lead or closing the tenant removes that agency’s operational rows from the live database, subject to short-lived backups on the hosting provider.