LiveReach AI Privacy Policy

LiveReach AI, Inc. (“LiveReach,” “we,” “us,” or “our”) provides a video security, video intelligence, access-control, AI-enabled network video recorder, and related analytics platform, including connected cameras, AI-NVR hardware, cloud services, dashboards, mobile applications, APIs, alerts, support services, and related products and services.

This Privacy Policy explains how we collect, use, disclose, retain, and protect personal information. It also explains the choices and rights available to individuals.
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This Privacy Policy applies to:
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• our websites, including livereach.ai and related LiveReach websites;
• our web dashboard, mobile applications, APIs, and cloud services;
• LiveReach AI-NVR hardware and related device software;
• our video security, Video Intelligence, SalesCoach, Access Control, biometric, identity, audio, transcription, and AI analytics features;
• customer support, sales, marketing, demo, and business communications.
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This Privacy Policy does not replace any separate written agreement, data processing addendum, business associate agreement, school data privacy agreement, order form, or other contract between LiveReach and a customer. Where a written customer agreement imposes stricter requirements for customer data, that agreement controls.

1. Our Roles: Controller vs. Processor

LiveReach handles personal information in two main roles:

A. Account, Website, Marketing, and Business Data

For information we collect from website visitors, prospects, business contacts, customer administrators, users of our dashboard, support requesters, and marketing recipients, LiveReach generally acts as the controller or business. This means we determine the purposes and means of processing that information.

Examples include name, email address, phone number, employer, role, account login information, support messages, website usage data, marketing preferences, and related business contact information.

B. Product and Surveillance Data

For video, audio, images, transcripts, biometric templates, face embeddings, voiceprints, AI-generated analytics, access-control records, camera metadata, and related data processed through the LiveReach platform on behalf of a customer, the customer generally acts as the controller or business, and LiveReach acts as the processor, service provider, or contractor.

This means LiveReach processes Product and Surveillance Data to provide, secure, maintain, and support the services, or as otherwise instructed by the customer or required by law.

Individuals captured by customer cameras, microphones, access-control systems, biometric workflows, or AI workflows should usually contact the relevant LiveReach customer first. In many cases, LiveReach cannot directly verify, access, delete, or modify Product and Surveillance Data without the customer’s instruction.

2. Key Definitions

Personal Information or Personal Data means information that identifies, relates to, describes, can reasonably be associated with, or could reasonably be linked to an individual or household.

‍Account Data means information about customer administrators, authorized users, business contacts, account owners, billing contacts, and other individuals who interact directly with LiveReach.

‍Website and Marketing Data means information collected through our website, demo forms, events, newsletters, sales outreach, analytics tools, cookies, pixels, tags, and similar technologies.

‍Product Data means information processed by the LiveReach platform to provide the services. Product Data may include video, images, audio, transcripts, AI outputs, access-control records, audit logs, camera metadata, configuration data, user permissions, device telemetry, biometric templates, face embeddings, voiceprints, identity records, and customer-provided content.

‍Surveillance Data means Product Data that relates to video monitoring, camera feeds, audio capture, physical security, access control, facility monitoring, visitor monitoring, workplace monitoring, customer monitoring, public-area monitoring, or other monitoring of physical spaces.

‍AI Output means detections, classifications, summaries, transcripts, tags, alerts, risk indicators, event descriptions, embeddings, search results, analytics, recommendations, or other outputs generated by AI or automated systems.

‍Biometric Data means biometric identifiers or biometric information, such as faceprints, face templates, facial embeddings used to identify or verify a person, voiceprints, or other biological or behavioral characteristics used for identification or verification. Not every video frame, face image, person detection, object detection, or motion detection is necessarily Biometric Data. Biometric Data is created when a LiveReach feature generates or processes biometric identifiers, biometric templates, identity-matching features, or similar biometric records.

‍Identity Features means features that identify, verify, recognize, match, group, authenticate, enroll, or distinguish individuals, including through face embeddings, face recognition, voiceprints, watchlists, known-person recognition, badge or credential matching, or other identity-related workflows.

‍Customer means the organization or person that contracts with LiveReach to use the services.

‍Authorized User means an individual authorized by a Customer to access or use the LiveReach platform.

‍Controller or Business means the party that determines why and how personal information is processed.

‍Processor, Service Provider, or Contractor means the party that processes personal information on behalf of a controller or business.

‍Subprocessor means a third-party service provider that LiveReach uses to help provide the services.

‍De-identified Data means data that cannot reasonably be used to infer information about, or otherwise be linked to, an identifiable person, provided that LiveReach maintains appropriate safeguards and does not attempt to re-identify the data except as permitted by law.

‍Aggregated Data means data combined with other data so that it does not identify a particular person, household, camera subject, customer employee, visitor, or end user.

3. Customer Responsibilites

Customers are responsible for how they deploy and configure the LiveReach platform.

Customers must determine whether their use of LiveReach is lawful in each location where the services are deployed. This includes responsibility for:
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• selecting camera and microphone locations;
• deciding whether to enable audio recording, transcription, facial recognition, face embeddings, voiceprints, biometric access, license plate recognition, people analytics, customer analytics, employee analytics, identity features, or similar features;
• determining retention periods for video, audio, transcripts, AI metadata, access-control logs, biometric records, audit logs, and related Product Data;
• providing legally required notices, signage, consents, policies, and employee communications;
• obtaining legally required written releases, authorizations, or consents for biometric and identity features;
• complying with workplace monitoring, wiretapping, eavesdropping, consent, biometric, student privacy, health privacy, consumer privacy, public-sector, law-enforcement, and industry-specific laws;
• configuring access permissions and removing users who should no longer have access;

• responding to privacy requests from individuals whose data is processed as Product or Surveillance Data;
• ensuring that Product and Surveillance Data is not used in a discriminatory, unlawful, unsafe, or misleading manner.

Customers should not enable audio recording, biometric features, identity features, student-facing deployments, healthcare deployments, law-enforcement deployments, public-sector deployments, or other sensitive use cases unless they have confirmed that they have a lawful basis and have completed any required notices, consents, agreements, assessments, or approvals.

4. Information We Collect

A. Information You Provide Directly

We may collect information that you provide to us, including:

• name
• work email address
• phone number
• company name
• job title, role, or profession
• mailing or billing address
• account login information
• customer organization and location information
• payment, billing, and transaction information
• demo requests
• sales communications
• support messages
• chat messages
• survey responses
• marketing preferences
• information submitted through web forms
• files, screenshots, logs, video clips, audio clips, images, or other materials you provide for support

B. Information Collected Automatically

When you use our websites, dashboard, mobile applications, APIs, devices, or services, we may collect:
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• IP address
• browser type and version
• operating system
• device identifiers
• mobile device information
• app version
• referring URL
• pages viewed
• interactions with our website or application
• approximate location derived from IP address
• authentication logs
• audit logs
• crash logs
• API usage;system logs
• security logs
• cookie identifiers
• push notification tokens
• diagnostic and performance information

C. Product and Surveillance Data
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Depending on customer configuration, LiveReach may process:
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• camera video
• video frames
• still images
• audio recordings
• audio streams
• audio transcripts
• video clips
• AI-generated summaries
• AI-generated tags, labels, classifications, and detections
• object, person, vehicle, face, or event detections
• face embeddings, face templates, and face-recognition data
• voiceprints, voice templates, and voice-recognition data
• identity-matching records and known-person or watchlist records
• access-control events
• badge, credential, door, and entry logs
• camera names, locations, and identifiers
• NVR and device telemetry
• camera health and uptime information
• timestamps
• user audit logs
• alerts and notifications
• search queries and results
• AI prompts and outputs
• customer-configured labels, notes, or metadata

D. Information from Third Parties

We may receive information from:

• customers and their administrators
• authorized users
• business partners
• resellers or implementation partners
• identity providers and single sign-on providers
• integrated access-control, camera, or security systems
• publicly available business sources
• marketing and lead-generation providers
• support, CRM, analytics, and communication tools

5. How We Use Information

We use Account, Website, Marketing, and Business Data to:

• provide and administer accounts
• authenticate users
• process demo requests
• communicate with customers and prospects
• provide customer support
• manage billing and contracts
• send product, security, service, and administrative notices
• send marketing communications where permitted
• personalize and improve our website and services
• analyze website and product usage and performance
• secure our systems
• detect fraud, abuse, or security incidents
• enforce agreements
• comply with legal obligations
• protect rights, safety, and property
• conduct business planning, analytics, and product development.

We use Product and Surveillance Data to provide the services selected and configured by the customer, including to:

• ingest, process, store, transmit, display, and retrieve video, audio, images, and metadata
• operate AI-NVR devices and cloud services
• generate alerts, detections, summaries, transcripts, embeddings, matches, and analytics
• provide access-control features
• provide SalesCoach features
• troubleshoot and support customer deployments
• maintain service reliability and security
• detect abuse, unauthorized access, or technical issues
• comply with customer instructions and applicable law

We do not use Product and Surveillance Data for unrelated advertising or marketing.

6. Artificial Intelligence and Automated Analytics

LiveReach uses artificial intelligence, machine learning, computer vision, speech, transcription, language, and automation technologies to provide features such as Video Intelligence, SalesCoach, Access Control, AI-NVR analytics, natural-language search, event detection, summarization, alerting, transcription, voice analytics, face matching, voice matching, and operational insights.

Depending on the feature and customer configuration, AI systems may process:

• video
  
• video frames
• images
• audio
• transcripts
• metadata
• camera and location information
• access-control records
• biometric templates, face embeddings, voiceprints, and identity records
• customer-provided labels
• historical events
• support materials submitted by the customer

AI outputs may be incomplete, inaccurate, or misinterpreted. Customers should not rely solely on AI outputs for decisions that have legal, employment, disciplinary, financial, access, safety, education, law-enforcement, healthcare, or similarly significant effects unless the customer has determined that such use is lawful and appropriate and includes meaningful human review.

LiveReach analytics are intended to assist human users, not replace human judgment.

7. AI Model Training and Third-Party AI Services

LiveReach does not use identifiable customer video, audio, biometric templates, face embeddings, voiceprints, or other identifiable Product and Surveillance Data to train LiveReach-owned general-purpose AI models unless the customer expressly agrees in writing.

LiveReach may use de-identified, aggregated, or statistical information to:

• improve service reliability
• measure system performance
• improve detection quality
• debug and prevent errors
• improve security
• understand feature usage
• develop and improve products

Some LiveReach features use third-party AI services. Depending on the feature and customer configuration, these third-party AI services may receive or process video, video frames, images, audio, transcripts, prompts, metadata, AI inputs, AI outputs, biometric-related inputs or outputs, support materials, and other Product and Surveillance Data.

LiveReach’s own no-training commitment does not mean every third-party AI service has provided a separate customer-specific contractual commitment to LiveReach that it will not use submitted data for model improvement, product improvement, or other processing described in that provider’s applicable terms. Where a customer requires a vendor-specific no-training commitment, that requirement should be addressed in a written agreement with LiveReach before enabling the relevant AI feature or submitting sensitive data.

Customers should not enable third-party AI features or submit sensitive Product and Surveillance Data to those features unless they have determined that such processing is lawful and acceptable for their deployment.

Customer-specific configurations, labels, prompts, models, and outputs remain subject to the customer agreement. LiveReach does not use one customer’s identifiable Product and Surveillance Data to provide another customer with identifiable information about people, places, or events.

8. Biometric Data and Identity Features

LiveReach creates and processes Biometric Data and identity-related data for certain configured features, including face embeddings, face templates, voiceprints, voice templates, face recognition, voice recognition, identity matching, access-control identity features, watchlists, known-person recognition, and similar functionality.

A. Customer Responsibility for Biometric and Identity Features

Customers are responsible for determining whether biometric and identity features are lawful for their deployment. Before enabling biometric or identity features, customers must provide all notices, obtain all consents or written releases, and satisfy all retention, deletion, policy, disclosure, and assessment obligations required by applicable biometric privacy, employment, consumer privacy, student privacy, public-sector, and other laws.

Customers must not enable biometric or identity features in jurisdictions or contexts where they are prohibited or where the customer has not completed required legal steps.

B. How We Use Biometric Data

Where enabled, LiveReach processes Biometric Data only to provide the configured service, such as identity verification, access control, authorized-person recognition, watchlist matching, voice matching, face matching, security analytics, or customer-requested identity features.

LiveReach does not sell, lease, trade, or otherwise profit from Biometric Data. LiveReach does not use Biometric Data for advertising.

C. Disclosure of Biometric Data

LiveReach discloses Biometric Data only:

• to the relevant customer and authorized users
• to subprocessors that help provide the configured biometric or identity feature
• as directed by the customer
• with legally required consent
• to comply with valid legal process
• to protect rights, safety, or security
• as otherwise permitted or required by law

D. Biometric Retention and Destruction

‍For Biometric Data controlled by a customer, the customer determines the retention period, subject to applicable law and the customer agreement. LiveReach deletes or returns such Biometric Data according to customer configuration, customer instructions, product functionality, and applicable contractual requirements.

Where LiveReach independently controls Biometric Data, LiveReach retains it only as long as needed for the purpose for which it was collected, unless a longer period is required or permitted by law. Where legally required, LiveReach permanently destroys biometric identifiers and biometric information when the initial purpose for collection has been satisfied or within the maximum period required by applicable law.

LiveReach maintains reasonable technical, administrative, and physical safeguards for Biometric Data and protects it at least as carefully as other confidential and sensitive information.

9. Audio Recording, Transcription, and Consent

LiveReach supports audio recording, audio streaming, transcription, voice analytics, voiceprints, call or conversation review, SalesCoach, and related audio features, depending on customer configuration.

Audio recording and transcription are configurable per camera or deployment. Customers are responsible for deciding whether to enable audio features and for determining whether audio capture is lawful at each deployment location.

Customers are responsible for obtaining any required consent from employees, customers, visitors, contractors, callers, students, patients, residents, or other individuals. This may require all-party consent, employee notices, signage, union or works-council consultation, customer notices, student or parental notices, written policies, or disabling audio in certain areas.

Customers should not enable audio recording, transcription, or voiceprint features unless they have confirmed that they may lawfully do so.

LiveReach provides controls that allow customers to configure audio-related features. Customers remain responsible for how those controls are used.

10. Access Control and Physical Security Data

If a customer uses LiveReach Access Control or related integrations, we may process access-control data, including:
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• user names
  
• user IDs
• badge IDs
• credential records
• door access events
• unlock, lock, and denied-entry events
• access schedules
• user roles
• audit logs
• images or video associated with access events;
• biometric templates, face embeddings, or voiceprints where biometric access features are enabled.
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Customers are responsible for determining who may access facilities, how access decisions are made, how long access logs are retained, and how access-control records are used.

11. Cookies, Google Analytics, and Tracking Technologies

We and our service providers may use cookies, pixels, tags, scripts, SDKs, local storage, and similar technologies to operate our marketing website and services, remember preferences, analyze usage, improve performance, secure accounts, and support marketing activities.

We use Google Analytics on our marketing website to understand how visitors interact with the site and to improve our website, marketing, and user experience. Google Analytics may collect information such as pages viewed, interactions, browser and device information, approximate location, referring pages, cookie identifiers, and IP-address-related information. Google Analytics is used for Website and Marketing Data only. It is not used inside the customer dashboard, mobile applications, APIs, AI-NVR hardware, customer camera feeds, customer audio feeds, access-control workflows, or other Product and Surveillance Data processing environments.

We may use Google Analytics advertising features on our marketing website, such as advertising measurement, audience, attribution, remarketing, or similar features. Depending on configuration and applicable law, these marketing-site disclosures may be considered “sharing,” “targeted advertising,” or a “sale” of personal information even though LiveReach does not sell personal information for money.

Users can control cookies through browser settings and other tools. Where legally required, we provide additional choices for analytics, sale, sharing, or targeted advertising. Where required by law, we honor applicable opt-out preference signals, including Global Privacy Control, for browser-based opt-outs from sale, sharing, or targeted advertising.

We do not use Product and Surveillance Data for cross-context behavioral advertising.

12. How We Disclose Information

We may disclose personal information as described below.
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A. Customers and Authorized Users

Product and Surveillance Data is made available to the customer and its authorized users according to the customer’s configuration, permissions, and agreement with LiveReach.

Customer administrators may access information about authorized users, account activity, camera configuration, locations, audit logs, video, audio, transcripts, analytics, biometric records, identity records, alerts, and other Product Data.

B. Service Providers and Subprocessors

We disclose information to service providers and subprocessors that help us provide hosting, storage, security, AI features, analytics, support, communications, billing, infrastructure, and related services.

These providers are authorized to process personal information as needed to provide services to LiveReach or as otherwise permitted by law, contract, and the provider’s applicable terms.

C. Marketing Website Analytics and Advertising Measurement Providers

We disclose Website and Marketing Data from our marketing website to Google Analytics and related analytics or advertising measurement service providers to measure website traffic, understand website usage, measure marketing performance, and improve our website and marketing. This disclosure does not include raw Product and Surveillance Data and does not occur inside the customer dashboard, mobile applications, APIs, AI-NVR hardware, customer camera feeds, customer audio feeds, access-control workflows, or other Product and Surveillance Data processing environments.

D. Integrations

Customers may connect LiveReach to third-party systems, such as access-control systems, identity providers, communication tools, storage providers, ticketing systems, camera systems, or other integrations. Information shared through integrations is subject to the customer’s configuration and the third party’s terms and privacy practices.

E. Business Partners and Resellers

Where applicable, we may disclose business contact, account, and service information to resellers, implementation partners, referral partners, or channel partners involved in selling, deploying, supporting, or servicing LiveReach.

F. Professional Advisers

We may disclose information to lawyers, auditors, accountants, insurers, bankers, consultants, and other professional advisers.

G. Legal, Safety, and Security Reasons

We may disclose information when we believe disclosure is necessary to:
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• comply with law, subpoena, warrant, court order, or other legal process
• respond to lawful requests from public authorities
• protect the rights, safety, privacy, or property of LiveReach, customers, users, or others
• investigate fraud, abuse, or security incidents
• enforce agreements
• prevent harm.

For Product and Surveillance Data, we will attempt to direct law enforcement and government requests to the relevant customer where legally permitted.

H. Business Transfers

We may disclose information in connection with a merger, acquisition, financing, reorganization, bankruptcy, sale of assets, or similar corporate transaction.

I. Aggregated or De-identified Information

We may disclose aggregated or de-identified information that does not identify individuals, customers, or households.

13. Service Providers and Subprocessors

LiveReach may use the following service providers and subprocessors to provide, secure, support, analyze, and improve the services. The exact providers used may depend on the customer’s region, product configuration, support requests, and enabled features.

Customers should not submit sensitive Product or Surveillance Data into support tickets unless necessary for support. If a customer provides screenshots, clips, logs, or other customer materials for support, LiveReach may process those materials to resolve the support request.

LiveReach may update its service provider and subprocessor list from time to time. Where required by customer agreement, LiveReach will provide notice of new subprocessors and an opportunity to object.