Privacy policy · NetLife AI

About this policy

NetLife AI is built and operated by NetLife Systems Inc., a company registered in the United States (NetLife, we, our or us). NetLife Systems Inc. is a sister company of GSM Systems, which repairs and redeploys network equipment for telecom operators.

This policy explains what personal information we collect, why we use it, who we share it with, how long we keep it and the choices and rights you have. It applies to:

people who visit this website;
people who contact us or request access to NetLife AI;
people who use the NetLife AI platform as authorised users of one of our customers, such as a telecom operator;
people we share reports or other content with through the platform; and
people whose details appear in the operational data our customers send us, which we handle on our customers’ behalf.

Our customers are businesses. Where your employer or another organisation gave you access to NetLife AI, that organisation’s own privacy notice also applies to you.

When we decide and when our customers decide

For information about website visitors, people who contact us, people who request access and the accounts we run, we decide why and how the information is used. In data protection terms, we are the controller of that information.

For the operational data a customer sends us, such as equipment, inventory, fault, repair and site records, the customer decides what is shared and why. We process that data only on the customer’s instructions and for the purposes set out in our agreement with them. In data protection terms, the customer is the controller (a “responsible party” in South Africa) and we are its processor (an “operator” in South Africa). Our agreement with each customer, including any data processing terms, governs that data, and this policy describes how we handle it in general.

If your details appear in a customer’s data and you want to exercise your rights over them, please contact that customer first. We will help them respond.

Information we collect

When you visit this website

This website loads no analytics, advertising or tracking tools. Like any website, our servers and security services receive technical information each time a page is requested, such as your IP address, browser type, the page requested and the time. We use it to deliver the site, keep it secure and stop abuse.

When you contact us or request access

Our forms collect only the details they ask for:

the contact form: your full name, work email address, company and your message; and
the request access form: your first and last name, company, work email address, what you would like to achieve, the topics you are interested in and, if you followed a referral link, its reference.

We also keep the emails and other messages you send us, and notes of our conversations with you.

When you use the NetLife AI platform

Account details: your name, work email address, organisation, role and permissions, provided by you, your organisation or our team when your account is set up.
Sign-in and security records: the details used to sign you in, such as the one-time codes we email you, together with session records, IP addresses, device and browser information, and records of sign-ins and other security events.
What you create in the platform: the questions you ask the AI assistant and its answers, your conversations, files you upload, scheduled reports and alerts you set up, comments and feedback.
Usage and service records: which features are used and when, the cost and volume of AI requests made for your organisation, notifications sent, and error reports. Our error reports are built to leave out the content of your data, your questions and the AI’s answers.
Support: what you tell us when you ask for help.

When we share content with you

If we invite you to view a report or other content we publish through the platform, we hold your email address and record when you open it, so we know it reached you.

In the operational data our customers send us

Operational data is about equipment, sites and networks, not about people. It can still contain personal information, for example the names or contact details of a customer’s employees or contractors in a repair record, or the location of a site. Our customers send this data to us by email from verified senders, secure file transfer, a direct connection to their systems (including industry-standard inventory and site interfaces) or file upload. Our team sets up each source with the customer. We ask customers not to send their subscribers’ personal information, and we are not designed to process special categories of personal information, such as health data.

How we use information

We use personal information to:

run this website, keep it secure and answer the messages you send us;
review requests for access, set up accounts and talk to you about our services;
provide the NetLife AI platform to our customers and their users, including signing you in, answering your questions, running the reports and alerts your organisation approves, and sending in-app and email notifications;
provide support, onboarding and training;
protect the platform, our customers and our users, including detecting and stopping misuse, fraud and security incidents;
maintain and improve the platform, for example by fixing errors and understanding which features are used; and
comply with the law and enforce or defend our legal rights.

We use customer data only to provide the services our agreement with that customer describes, and on its instructions. We do not use it for our own marketing, and we do not use it to train AI models.

We will only send you marketing emails where you have agreed to receive them or the law otherwise allows it, and every marketing email will tell you how to opt out.

Our legal bases

Where the EU or UK General Data Protection Regulation (GDPR) or similar laws apply, we rely on these legal bases:

Contract: to provide the services our customers have signed up for, and to take steps you ask for before entering into a contract.
Legitimate interests: to run and secure our website and platform, respond to enquiries, review access requests, provide the service to the people our customers authorise, improve our services and keep in touch with business contacts. We weigh these interests against your rights, and you can object at any time.
Legal obligation: where the law requires us to keep or disclose information.
Consent: where we ask for it, for example for certain marketing. You can withdraw consent at any time without affecting what we did before.

Where we process customer data as a processor, the customer is responsible for having a legal basis for it.

How the platform protects customer data

NetLife AI is a managed service: our team sets up and runs each data source with the customer. The platform is designed so that personal information in operational data is kept to a minimum.

Sensitive data handling is set up for each customer’s data sources. It covers the data that arrives through those sources, not files that users add to conversations, and not data that arrived before it was set up. Where it is in place for a customer’s data sources:

Sensitive columns are found before loading. The platform checks each column of incoming data for personal and sensitive information before anything is loaded.
Each sensitive column gets a treatment the customer signs off. Our team applies a treatment to each column: remove it, round it (for example, making a location less precise), redact it, or replace each value with a keyed token. The treatments are recorded in a data schedule that the customer signs.
The customer creates the key. Tokens are made with a key the customer creates. The platform stores the key encrypted and uses it only to make tokens. No screen or interface returns it, and no NetLife person sees it. We keep no table that turns tokens back into the original values.
Raw files are erased. Once a delivery has been treated and loaded, the original raw file is erased, so only treated data is kept.
New sensitive columns are held. If a delivery arrives with a new column that needs a treatment, it is held and nothing is loaded until the customer signs the treatment off.

For every customer:

Every delivery is logged. Each data delivery is recorded, and our team can retract a delivery that should not have been loaded, which restores the previous data.
Access follows the platform’s rules. Each organisation’s users are limited to that organisation’s data, and what each user can do depends on their role. These rules are enforced by the platform itself, not by the AI. Questions to the AI assistant run read-only: it can read the data a user is allowed to see, but it cannot change it.
People stay in charge of what goes out. Scheduled reports, including their spreadsheet and CSV attachments, and alerts run only after a person approves them.

Our staff may access a customer’s account or data only to provide, support and secure the service, or when the customer asks us to.

AI and your data

NetLife AI uses AI models from third-party providers to answer questions, process documents and help prepare data. When it does, the platform sends the provider only what the request needs, such as the question and the results of a read-only query.

We route AI requests only to providers that neither train their models on the data nor keep it after they respond.
Your organisation’s administrators can choose which AI models its users may use.
We never use customer data, your questions or your conversations to train AI models.

Two optional features work differently, and you should know how:

Web search. If the assistant’s web search is turned on, the search terms the assistant writes are sent to third-party search services to fetch results. Those services are not covered by the no-training, no-retention routing above, and their own terms apply. Your organisation can ask us to switch web search off.
Voice input. If you choose to speak a question instead of typing it, your recording is sent to a speech-to-text service to be transcribed. That service is not covered by the no-training, no-retention routing above. Nothing is recorded unless you press the microphone button.

AI can be wrong. Answers are there to support people’s decisions, not to replace them.

What we never do

We do not sell personal information.
We do not use personal information for advertising, and we show no adverts.
We do not load analytics or tracking tools on this website or in the platform.
We do not use customer data to train AI models, ours or anyone else’s.

Cookies and similar technologies

We use only the cookies and browser storage the website and platform need to work. We use none for analytics, advertising or tracking, so we do not ask for cookie consent.

On this website

The website sets no cookies of its own. If you are already signed in to NetLife AI, it reads the platform’s sign-in cookie to take you straight to the app, and clears that cookie if it has expired or is not valid.
It keeps a small note in your browser’s session storage so an opening animation does not replay on every page. Your browser deletes it when you close the tab.

In the platform

A sign-in cookie keeps you signed in until your session ends.
Your browser’s local storage keeps your session, your display preferences (such as light or dark mode and which menus are open) and copies of recently loaded information so pages open quickly. The copies of information are cleared when you sign out.

You can block or delete cookies and browser storage in your browser settings. If you do, you will need to sign in again, and parts of the platform may not work.

We share personal information only as described here.

Service providers who help us run the website and platform under written terms that require them to protect the information and use it only to provide their service to us. They fall into these categories: cloud hosting, storage and content delivery; email delivery; AI model access, through a gateway that routes each request to an approved provider; error and performance monitoring, set up to leave out the content of customer data; and, only where turned on, web search and speech-to-text. A list of the providers that process customer data is available to customers on request, and we tell customers before we add or replace one.
Your organisation. If you use NetLife AI through your organisation, its administrators can see your account details and manage your access.
GSM Systems, our sister company, where it works with us on an engagement with your organisation, for example to follow up an enquiry. Where GSM Systems leads an engagement, it does not access customer data on the platform.
Authorities and others where the law requires it, or where we need to protect the rights, property or safety of NetLife, our customers, users or others.
A buyer or successor if our business, or part of it, is reorganised, merged or sold. They would have to protect the information as this policy describes.
Anyone else you or your organisation ask us to share it with.

International transfers

We are a United States company and serve customers mainly in Africa, and in Asia. The platform and the information it holds are hosted in the United States, and some of our service providers and team members work in other countries. This means your information may be transferred to, stored in and accessed from countries other than your own, which may have different data protection laws.

Where the law requires it, we protect these transfers with appropriate safeguards, such as contractual terms approved by the relevant authorities (for example, the European Commission’s standard contractual clauses and the UK’s equivalent), binding agreements with our customers, and written terms with our service providers that give equivalent protection. You can ask us for more information about the safeguards that apply to you.

Security

We use technical and organisational measures designed to protect personal information against loss, misuse and unauthorised access, including:

encryption of information in transit, and of our databases and file storage at rest;
access rules that keep each organisation’s data separate and limit each person to what their role needs;
stored connection credentials and keys that are encrypted and never returned by any screen or interface;
sign-in codes that work once and expire, and sessions that time out;
web application protection, monitoring and logging of security events; and
reviewed and tested changes to the platform, with regular backups.

No system is completely secure. If a security incident affects personal information, we will tell affected customers without undue delay and notify regulators and individuals where the law requires.

How long we keep information

We keep personal information only for as long as we need it for the purposes in this policy, unless the law requires or allows us to keep it longer.

Contact messages and access requests: while we deal with your enquiry or request and any follow-up, and afterwards while we may need them to follow up with you or your organisation. You can ask us to delete yours at any time.
Platform accounts: while you need access. When your organisation removes your access, we disable or delete your account, and may keep limited records of your activity for security and audit for a period afterwards.
Your conversations and files: until you delete them, your organisation asks us to, or the customer’s agreement ends. Files you upload but never use are deleted automatically.
Customer data: as the customer’s agreement sets out. Original raw files are erased once treated data has loaded, where sensitive data handling is in place. When a customer instructs us in writing, or after its agreement ends and any export period has passed, we erase its data from the platform; copies in backups expire within a further 35 days.
Technical and security logs: for limited periods, never indefinitely.

Your rights

Depending on where you live, you may have some or all of these rights over your personal information:

to know whether we hold information about you and to get a copy of it;
to have inaccurate or incomplete information corrected;
to have your information deleted;
to restrict how we use it, or to object to our using it, including for marketing;
to receive information you gave us in a structured, commonly used format, or have it sent to another organisation;
to withdraw consent where we rely on it; and
to complain to a data protection authority.

In the European Economic Area and the United Kingdom, these rights come from the GDPR and the UK GDPR. You can complain to the data protection authority in the country where you live or work, or in the UK to the Information Commissioner’s Office.

You can also delete your own conversations and uploaded files in the platform at any time.

Rights in other countries

Most of our customers are in Africa and Asia. Data protection laws in many countries give you similar rights, including:

South Africa: the Protection of Personal Information Act (POPIA), which also protects information about companies and other organisations. You can complain to the Information Regulator.
Kenya: the Data Protection Act, 2019. You can complain to the Office of the Data Protection Commissioner.
Nigeria: the Nigeria Data Protection Act, 2023. You can complain to the Nigeria Data Protection Commission.
Rwanda: the law on the protection of personal data and privacy (Law No. 058/2021).
Tanzania: the Personal Data Protection Act, 2022.
Ghana: the Data Protection Act, 2012.
Indonesia: the Personal Data Protection Law (Law No. 27 of 2022).
Brazil: the General Data Protection Law (LGPD), and similar laws elsewhere in Latin America.

We will honour the rights these laws give you. Where the law of your country requires us to do more than this policy describes, we will do so.

United States. We do not sell personal information or share it for cross-context behavioural advertising, as those terms are used in California and other US state privacy laws. If you live in a state with a privacy law that applies to us, you can make a request as described below, and we will not treat you differently for doing so.

How to exercise your rights

Email support@netlife.ai with “Privacy” in the subject line, or write to us through our contact form. Tell us what you would like us to do and how we can reach you.

We may ask you to confirm your identity before we act, so we do not give your information to someone else.
We will respond within the time the law that applies to you allows, and we will not charge you unless the law permits a fee.
If your request is about data a customer sent us, such as your details in your employer’s records, we will pass it to that customer and help them respond.
If you use NetLife AI through your organisation, you can also ask its administrators to correct your account details or remove your access.

If you are not happy with our response, you can complain to the data protection authority where you live. We would appreciate the chance to resolve your concern first.

Children

NetLife AI is a service for businesses. It is not meant for children, and we do not knowingly collect personal information from anyone under 18. If you believe a child has given us personal information, please contact us and we will delete it.

Automated decisions

We do not make decisions about people based solely on automated processing that have legal or similarly significant effects on them. The platform’s AI answers questions about equipment, sites and networks; it does not decide anything about any person, and it does not decide who can see what.

Other websites

This website and the platform may link to websites and services we do not run. Their own privacy policies apply, and we are not responsible for how they handle your information.

Changes to this policy

We may update this policy as our services or the law change. We will post the new version here and change the date at the top. If a change is significant, we will also tell customers and users directly, for example by email or in the platform, before it takes effect.

Contact us

NetLife Systems Inc. is responsible for this policy. If you have a question about it, or about how we handle your personal information, email us at support@netlife.ai with “Privacy” in the subject line, or use our contact form.

If you are a customer, you can also contact your NetLife or GSM Systems account contact.

Read the terms of service