Privacy

1. Two different people, and the difference matters

Harbour has customers — businesses that pay for a phone line — and callers, who are members of the public ringing those businesses.

For a customer's own account information, we decide what happens to it, and this policy is our promise about that.

For a caller's information, we are not the ones deciding. The business you rang decides; we process it on their behalf under our agreement with them. That is why requests about a call go to the business first. It also means the business has its own privacy obligations to you, separate from ours.

2. What is collected on a call

Every answered call produces:

• the number you called from, unless you withheld it;
• a written transcript of what was said. Harbour does not keep the audio itself;
• whatever you chose to say — which in practice often includes your name, what you are looking for, and sometimes an address, a budget or an email address;
• the time, the length, and whether the call ended normally.

A short written summary is then produced from the transcript, so the business can see what the call was about without reading all of it.

If you text the business's Harbour number, the message and your number are kept the same way.

What is not collected

Harbour does not ring anybody. It only answers. It does not buy or look up information about you from anywhere else, and it does not build a profile of you across different businesses — each customer's records are separated from every other customer's and are never combined.

3. You are told, at the start, every time

The assistant is instructed to say first, on every call, that you are speaking to an AI assistant, and whose assistant it is. That is not a setting a business can switch off.

What you say is written down as a transcript so the business can read it. The assistant does not announce this at the start. If you ask whether the call is recorded, it is instructed to say yes.

If you spoke over the opening and did not hear that it is an AI, the assistant is instructed to say so in its next reply.

If the business has saved your number with a name, the assistant is told that first name. It is instructed not to say it, or that you have rung before, until you give that name yourself, and never to repeat anything else saved about you.

If you would rather not speak to an AI or have the call written down, say so and hang up, and ring the business another way.

4. Who else sees it

Harbour cannot answer a phone by itself. These are the companies involved, and what each one is actually given:

Twilio

Carries the call and the text messages. Sees your phone number and the audio, because it is the telephone network.

OpenAI

Is the voice: it hears you and it speaks. Sees the audio of the call, the transcript made from it, the notes the business has running for its phone assistant, the business owner's first name, and the first name the business has saved for your number, if it has one. We ask it not to retain the conversation.

Anthropic

Reads the transcript after the call to write the summary. Also powers Pier, the AI a business talks to about its own calls, which writes the notes the phone assistant uses from what the business tells it. Sees the transcript, the business's recent calls, and what the business tells Pier.

Google

Powers a background feature that looks for patterns across a business's week. It is never given anything personal — see the next section.

Stripe

Takes the customer's payment. Sees the customer's billing details. Card numbers never reach Harbour at all — payment happens on Stripe's own page.

Amazon Web Services

Sends our email — the notices telling a customer their number is live or their card failed. Sees a customer's email address, not a caller's.

Replit

Runs the software and holds the database, including every transcript and summary. Its built-in analytics also counts visits to this website and the console: the page visited, the site that sent the visitor, the browser and device, and an approximate country worked out from the visitor's network address. The console also tells it about a few button presses, each as a fixed label and never with a phone number, an email address, a name or anything typed; those are not sent when a browser sends a Do Not Track or Global Privacy Control signal. Based in the United States.

Clerk

Signs customers in and manages their account identity.

PostHog

Counts how this website and the console are used. For each page opened, and each of a few buttons pressed, it receives: the page (never anything after a "?" or a "#"), the button or step as a fixed label, the time, the name of the site you came from, whether you are on a phone, a tablet or a computer and which browser and system, a random identifier kept in your browser until you clear it, and an identifier for the visit. Never a phone number, an email address, a name or anything typed. Harbour's own server sends these, so PostHog never sees your network address, and nothing on your screen is recorded. We do not link the identifier to your account, although use of the console is counted under it. If your browser sends a Do Not Track or Global Privacy Control signal, nothing is sent at all. The analytics account is held for us by Cofounder (GIC Technologies, Inc., New York), the service we run the company's operations on. Based in the United States.

We do not let them use what they are given for their own purposes, with one exception: Twilio and Stripe say they may use call, message and payment data to detect fraud, spam and security threats, as our terms set out.

5. The part we are most careful about

Harbour has a background feature that reasons about a business's week — how many people rang, what they tended to want, what has not been followed up. It runs often, so it runs on a cheaper model with a weaker written promise than the others.

Anything containing what a person actually said goes only to a vendor that states in writing that it does not train on it.

6. Training

We choose vendors on this basis, and we do not permit your conversations to be used to train anybody's models. Where a vendor's no-training promise depends on the kind of account we hold with them, we hold that kind of account.

We do not sell personal information, and we have never disclosed any for a payment.

7. Where it is held

Honestly: not necessarily in Australia. The companies above operate globally and some processing happens overseas, including in the United States. By using Harbour, a customer consents to that on their own behalf.

We have not promised Australian-only storage because we cannot currently deliver it, and a promise we cannot keep is worse than none.

8. How long it is kept

Seven years, from the date of the call, for transcripts, summaries and the records of who rang. Harbour does not keep the audio of a call. Financial records are kept for the same period because we are required to keep them.

After that they are destroyed. A business can ask us to delete a particular call sooner, and we will unless we are required to keep it.

9. Keeping it safe

Access is restricted to the people who need it. Each customer's records are fenced from every other customer's in the software, and that fence is tested automatically on every change.

No system is perfect. If something goes wrong in a way that is likely to cause you serious harm, we will tell you and the Office of the Australian Information Commissioner, as the law requires.

10. Getting at your information, or correcting it

You can ask for a copy of what we hold about you, and ask us to fix it if it is wrong. Write to the address below. We will answer within a reasonable time and will not charge you for asking.

If you rang a business, start with that business — they hold the record and they decide. If they do not respond, write to us anyway and we will help.

We may need to confirm who you are first, which for a phone call usually means the number you rang from.

11. Complaints

Write to us first and we will look into it. If you are not satisfied with how we handled it, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au.

12. Contact

At Ease AI Technologies Pty Ltd
ABN 47 699 501 883 · ACN 699 501 883
Unit 10, 20 Duerdin Street, Clayton VIC 3168, Australia
privacy@ateaseai.com.au

Harbour is a product of At Ease AI Technologies Pty Ltd. It is a brand, not a company — the entity above is the one responsible for everything in this policy.

If this policy changes in a way that matters, we will tell customers before it takes effect.