Privacy Policy

Business IT Solutions (“we,” “our,” “us”) is a business technology company based in Windham, Maine. This policy covers businessitsolutions.net, our online store, our support chat and AI voice assistants, our customer portal, and the information we handle in the course of quoting, installing and supporting the services we sell.

It does not cover a third party’s own handling of your information — for example an internet carrier whose circuit you order through us, or a manufacturer whose cloud platform manages your equipment. Those are governed by their own privacy policies.

Information you give us

When you request a quote, book an appointment, submit a support request, place an order, or contact us, we collect what you provide — typically your name, business name, email address, phone number, service address, and the details of what you need. If you create a customer portal account, we store your account details and sign-in credentials in hashed form.

Payment information

Store checkout is processed by Square. Card details go to Square directly — we do not receive or store your full card number. We keep the order record: what was bought, the amount, and the status.

Conversations with our AI assistants

Chats with the support assistant, sessions with the in-browser voice widget, and calls to our AI phone line may be recorded, transcribed and stored, along with the phone number you called from. See section 5.

Calls, texts and email

Our phone service is provided through Twilio, so call and message metadata — numbers, times, duration — passes through and is logged there. Email you send us is received and stored on our mail host.

Information collected automatically

Our server keeps standard web logs: IP address, browser and device type, the pages requested, timestamps, and referring page. We use these for security, rate limiting, diagnosing faults, and understanding which pages are useful.

Managed service and equipment data

If we manage your network, WiFi, phones or cameras, we access operational data needed to run and support them — device status, configuration, network health, connected-client counts, alerts and similar telemetry. For Grandstream WiFi this lives in the manufacturer’s GWN/GDMS cloud platform. We use it to keep your service working, not to examine what your staff or guests browse.

To be specific, because a lot of sites do these and we do not:

• We do not sell or rent your personal information, and we do not share it for anyone else’s advertising.
• We run no third-party analytics or advertising trackers — no Google Analytics, no advertising or social pixels, no session-replay or heatmap tools, no cross-site behavioral profiling. Our own visit counting happens on our own server and the data never leaves it.
• We do set one cookie on an ordinary visit. It is a random code with no name attached, used to count returning visits and — if you later contact us — to see which pages you were on so we can actually help. Nobody else receives it. See section 4.
• Page translation runs on our own server, so translating a page does not send its content to an outside translation service.

We use cookies to make signed-in sessions work, and one to recognise a returning visit. We do not use them for advertising and we never share them.

• bits_vid — set on your first visit. It is a randomly generated code, not your name, your email or your IP address, and nothing about it is derived from your device, so it is not a “fingerprint” and clearing it genuinely resets it. We use it for two things: counting how many people come back, and joining up your visit history if you choose to contact us. If you send us a form, that code becomes linked to the details you gave us — so when you call and say “I was on your site and couldn’t work something out”, we can see which pages you were on and help you properly instead of guessing. Until you contact us, it is not linked to any person. It expires after 180 days, it is never sent to anyone outside our own server, and it cannot be read by scripts running in your browser.
• bits_customer — keeps you signed in to the customer portal.
• bits_admin — signs in our own staff to the admin area, plus a related cookie recording when a staff member is viewing the site as a customer for support purposes.

These are strictly functional. Your browser may also keep your shopping cart in local storage on your own device so it survives a page reload. You can clear cookies and site data at any time in your browser; doing so signs you out.

We use AI in three customer-facing places: the support chat on this site, the in-browser voice widget, and our AI phone line at (207) 819-8228. These are artificial intelligence, not a person, and we say so up front. A human follows up on anything the assistant cannot handle, and you can always reach a person during business hours on (207) 819-8229.

Recording and transcription. Conversations with these assistants, including voice calls, may be recorded, transcribed and stored so we can answer your question, follow up, keep a record of the request, and improve the service. If you would rather not be recorded, ask for a human or hang up and call the main line instead.

Where the text goes. To generate a reply, the content of your message or transcript is sent to third-party AI providers that process it on our behalf — currently OpenRouter for text and Vapi for voice. They handle it under their own terms as our service providers.

Automated email handling. Email sent to our published address may be read by an automated system that categorises it and prepares a suggested reply using the same AI providers. Nothing is sent to you until a person reviews and approves it, and you are always corresponding with our business rather than with an autonomous agent acting on its own.

Please do not send secrets to an assistant. Do not put passwords, card numbers, or other sensitive credentials into the chat or say them to a voice assistant. If we need something like that, we will arrange a secure way to hand it over.

• To answer your enquiry and prepare quotes and estimates;
• To schedule and carry out installation, service and support visits;
• To process, fulfil and ship orders, and to handle returns and warranty claims;
• To provision services with carriers, suppliers and manufacturers on your behalf;
• To monitor, maintain and troubleshoot equipment and services we manage for you;
• To operate your customer portal account and tracked support requests;
• To bill you and collect payment;
• To keep our site and systems secure, prevent abuse, and apply rate limits;
• To send service and transactional messages about your quote, order or service;
• To send marketing about our services, where you have not opted out;
• To meet legal, tax and accounting obligations.

We share information only with parties who need it to deliver what you asked for, or where the law requires it. The service providers we actually use are:

• Square — payment processing, product catalog and orders;
• Twilio — phone numbers, calling and text messaging;
• Vapi — the AI voice assistant;
• OpenRouter — the AI language models behind chat and drafted email;
• Grandstream (GWN / GDMS) — the cloud platform for managed WiFi equipment;
• Our email and hosting providers — to send and receive mail and serve this site;
• Carriers, distributors and manufacturers — where your name, service address or site details are needed to quote, order, provision, ship or warranty something for you.

We may also disclose information where we are legally required to, to respond to lawful requests, to enforce our terms, or to protect the rights and safety of our customers or our business. If the business were ever sold or reorganised, customer information could transfer as part of that, and this policy would continue to apply to it.

We keep information for as long as needed for the purpose it was collected, and after that for as long as we need it for records, warranty, tax and accounting purposes. Quotes, orders, invoices and service records are kept as business records. Web and security logs are kept for a shorter operational period. Chat and call records are kept as part of the service history for the request.

If you want something deleted sooner, ask us — see section 10. Some records we are required to retain, and we will tell you when that applies.

This site is served over HTTPS. Portal and admin sign-in uses signed session cookies, passwords are stored hashed rather than in readable form, write endpoints are rate limited, administrative areas require authentication, and card data is handled by Square rather than by us. Access to customer records is limited to people who need it to do the work.

No system is perfectly secure, and we will not pretend otherwise. If a breach ever affected your information, we would notify you as required by Maine law.

You can ask us to:

• Tell you what information we hold about you;
• Correct anything that is wrong;
• Delete information we are not required to keep;
• Stop sending you marketing.

To opt out of marketing, reply STOP to a text, use the unsubscribe link in an email, or just tell us. Service and transactional messages about an active quote, order or service will still reach you. To make any other request, email [email protected] or call (207) 819-8229. We may need to verify who you are before acting on a request.

Because we run no advertising trackers, there is nothing here to opt out of for behavioral advertising, and a Do Not Track or Global Privacy Control signal from your browser has nothing on this site to disable.

Our services are sold to businesses and are not directed to children. We do not knowingly collect personal information from anyone under 13. If you believe a child has given us information, contact us and we will delete it.

Our site links to manufacturer, carrier and partner sites, and product pages may embed a vendor’s product video hosted on their platform. Loading an embedded video may let that platform see the request. We do not control those third parties’ privacy practices — see their policies.

We will update this policy as our services change, and the revision date at the top shows when it last changed. If we make a material change to how we handle personal information, we will say so on this page and, where it affects an active service, notify you.