Who We Are
ServiceBuilt Digital is a web design and SEO company based in Conway, AR. We also build and operate ServiceBuilt, a field service management software platform ("the Platform") used by home service businesses to schedule jobs, dispatch technicians, send estimates and invoices, collect payments, and communicate with their customers.
Throughout this policy, "we," "us," and "our" refer to ServiceBuilt Digital and the ServiceBuilt platform together.
Who This Policy Covers
This policy covers three groups of people:
- Website visitors — anyone browsing this website or contacting us through it.
- Platform customers — businesses that subscribe to ServiceBuilt and their team members who use it.
- End customers — customers of the businesses that use ServiceBuilt. When a business enters its customer information into the Platform, we process that information on the business’s behalf and at its direction. The business owns and controls that data; we act as its service provider.
Information We Collect
Information you give us
- Contact details you submit through forms on this website (name, email, company, phone).
- Account information when a business signs up for ServiceBuilt (name, email, business name, phone, billing details).
- Customer records that Platform customers enter or import (their customers’ names, phone numbers, email addresses, service addresses, job history, estimates, invoices, and payments).
Information collected automatically
- Standard usage data such as device type, browser, IP address, and pages visited, used to keep the site and Platform secure and working properly.
- Application logs and diagnostics that help us find and fix bugs.
How We Use Information
- To provide, operate, and improve this website and the ServiceBuilt platform.
- To deliver the messaging features described in Section 5 — appointment confirmations, technician updates, estimates, invoices, receipts, and review requests sent by businesses to their customers.
- To respond to inquiries, provide support, and manage subscriptions and billing.
- To secure our systems, prevent fraud and abuse, and comply with legal obligations.
We do not sell personal information. We do not use end customers’ information for our own marketing.
SMS / Text Messaging Policy
The ServiceBuilt platform sends text messages on behalf of the businesses that use it. These are service-related, transactional messages — things like appointment confirmations, "technician on the way" notifications, job status updates, estimates, invoices, payment receipts, and post-service review requests.
How consent works
End customers opt in by providing their mobile phone number when booking a service appointment with a business that uses ServiceBuilt — verbally by phone, through the business’s online booking form, or in writing on a service work order. At the time of booking, customers are informed that they will receive service-related text messages. Consent is recorded on the customer record within the Platform, and messages are sent only to customers with an active service relationship with the business. Every message identifies the sending business.
No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text messaging originator opt-in data and consent will not be shared with, sold to, or transferred to any third party. Information sharing to subcontractors in support services, such as customer service, is permitted. All other categories exclude text messaging originator opt-in data and consent; this information will not be shared with or sold to any third parties.
Message frequency varies based on your service activity with the business. Message and data rates may apply.
Reply STOP at any time to opt out of text messages. Reply HELP for help, or contact us at info@servicebuiltdigital.com or (501) 209-3855. Opt-out requests are honored automatically and immediately across the Platform.
Carriers are not liable for delayed or undelivered messages.
Location Information (Mobile App)
The ServiceBuilt mobile app collects the precise location of a technician’s device, including in the background while the app is closed or not in use. This section applies only to the mobile app used by technicians. It does not apply to this website or to the browser-based platform.
When we collect it
Only while a technician has an actively dispatched job. Collection begins when the technician marks themselves en route to a customer and stops when the job is completed or cancelled, or when the technician signs out. We do not collect location outside of an active dispatch, and never on jobs that have not been dispatched.
Why we collect it
To provide live job tracking. The customer receives a link showing the technician’s approach and estimated arrival time, and the technician is marked as arrived on site automatically when they reach the service address. This feature cannot work with foreground-only location, because the technician is driving with the phone locked and the app closed — which is precisely the situation the feature exists to accommodate.
What we store
- Latitude, longitude, GPS accuracy, and a timestamp, associated with the technician and their company.
- Points are recorded at most once every 30 seconds, and only when the device has moved at least 25 metres since the last point.
Who receives it
The technician’s own employer — the business operating the ServiceBuilt account — and the customer on that specific job, through a single-job tracking link. Location data is never sold, never shared with advertisers or data brokers, and never used for advertising, profiling, or any purpose other than the tracking feature described above.
How long we keep it
Location points are automatically deleted 90 days after they are recorded. That window exists so a business can answer questions about when a technician actually arrived at a job; after it passes, the points are removed permanently and cannot be recovered. A business can also request earlier deletion of its location history at any time by contacting us.
Your control
Before the app ever asks the operating system for background location, it shows an in-app explanation and the technician can decline without the system prompt appearing at all. If background location is declined or later revoked, automatic arrival and the live customer ETA are switched off and arrival is marked manually — every other feature of the app continues to work normally. Permission can be revoked at any time in the device’s settings.
Caller ID (Mobile App)
This section applies only to the ServiceBuilt technician app on iPhone. The feature is off until a user turns it on, and it can be turned off again at any time.
What It Does
When a customer who is already in your ServiceBuilt account calls a technician’s iPhone, the phone’s own incoming-call screen shows “ServiceBuilt: Jane Smith” instead of an unknown number. Accounts your business has flagged are shown with a warning symbol before the name.
How It Works
With caller ID enabled, the app downloads an index of the customer names and phone numbers already in your own ServiceBuilt account and hands that index to iOS through Apple’s Call Directory system. iOS performs the matching itself, on the device, while the phone is ringing.
This Does Not Touch Your Address Book
ServiceBuilt does not request permission to read your contacts, does not read them, and never writes a customer into them. Your personal contacts are untouched, and no customer phone number is added to your phone’s contact list.
The Index Stays on the Device
The index is stored in the app’s own private storage on that iPhone and is readable only by ServiceBuilt and by iOS. The part of the app that answers iOS during a call has no network access of any kind — it cannot send anything anywhere. Apple does not tell ServiceBuilt who called, when, or whether a match was found, and the app never sees your call history.
Whose Information It Is
The names and numbers in the index are your own business’s customer records, already in your ServiceBuilt account. Enabling caller ID copies them to that one device for matching. It does not share them with ServiceBuilt Digital, with Apple, or with anyone else.
Turning It Off
Switch caller ID off inside the app, turn ServiceBuilt off under Settings › Apps › Phone › Call Blocking & Identification on the iPhone, or delete the app. Any of the three removes the index from the device.
Android
Android has no equivalent system, and ServiceBuilt does not use the Android address book for caller recognition. No caller ID index is downloaded or stored on Android devices.
Device Permissions & Diagnostics (Mobile App)
Every permission below is requested only when the feature that needs it is used, can be declined, and can be revoked later in your device settings without disabling the rest of the app.
Camera and Photos
Photos you take or select are attached to a job or estimate and uploaded to your company’s own records in ServiceBuilt. They are visible to your team, and to a customer where you send them an estimate, invoice, or receipt that contains them. ServiceBuilt does not browse your photo library, does not upload photos you have not chosen, and does not use your photos for any other purpose.
Face ID and Touch ID
If you turn on biometric sign-in, the match is performed by the device itself inside its secure hardware. ServiceBuilt receives only a yes-or-no answer. Your face and fingerprint data are never given to the app, never leave your device, and are never stored by ServiceBuilt.
Bluetooth
Bluetooth is used only to find and connect a card reader so you can take card payments on site. No location or other information is collected through it, and it is not used for advertising or proximity tracking of any kind.
Notifications
If you allow notifications, your device’s push token is stored so the app can alert you about job assignments and schedule changes. The token identifies the device, not you personally, and is deleted when you sign out or remove the app.
Crash Reports and Diagnostics
When the mobile app crashes or hits an error, a diagnostic report is sent to our error-monitoring provider, Sentry. That report contains the error and its stack trace, the device model, the operating system and app version, and the signed-in team member’s user ID, email address, and company, so we can tell which account hit the problem. These reports identify the employee using the app, never the end customer whose job is on screen. A small share of sessions also sends anonymous performance timing so we can find what is slow. Diagnostics are not collected in development builds, are used only to find and fix defects, and are never used for advertising.
We Do Not Track You Across Other Apps
ServiceBuilt does not follow you across other companies’ apps or websites, does not build an advertising profile, and does not share any of the information above with data brokers or advertising networks.
Data Security & Retention
We protect information with industry-standard measures, including encryption in transit, encrypted credential storage, and access controls that limit each business’s data to that business’s authorized users.
We retain information for as long as needed to provide the service and meet legal obligations. Platform customers control their own customer records and can update or delete them at any time. When a subscription ends, the business can request export or deletion of its data.
No method of transmission or storage is 100% secure, so we cannot guarantee absolute security — but we take it seriously and design for it from the start.
Your Choices & Rights
- Text messages — reply STOP to any message to opt out immediately.
- Email — use the unsubscribe link in any marketing email, or contact us.
- Access, correction, deletion — you may request a copy of the personal information we hold about you, ask us to correct it, or ask us to delete it by contacting info@servicebuiltdigital.com.
- End customers — if your information was entered by a business you hired, that business controls the record. We will refer your request to them and assist as their service provider.
Children’s Privacy
Our website and the ServiceBuilt platform are built for businesses and are not directed to children under 13. We do not knowingly collect personal information from children. If you believe a child has provided us information, contact us and we will delete it.
Changes to This Policy
We may update this policy from time to time. When we do, we will revise the "Last Updated" date at the top of this page. Material changes will be communicated to Platform customers by email or in-app notice. Continued use of the website or Platform after changes take effect means you accept the updated policy.
Contact Us
Questions about this policy or your information? Reach out any time:
- Email: info@servicebuiltdigital.com
- Phone: (501) 209-3855
- Mail: ServiceBuilt Digital, Conway, AR