Privacy Policy

1. Introduction and Scope

Bravio provides a specialized Business-to-Business (B2B) Software-as-a-Service platform for clinical engineering and biomedical service organizations ("Tenants"). This Privacy Policy applies to all information collected through the Service, including information inputted by Tenant administrators, technicians, and other authorized users, as well as visitors to our marketing website and prospective customers who contact us.

This Policy does not apply to the practices of third-party services that may be integrated with or linked from the Platform. Each third-party service has its own privacy policy, and we encourage you to review those policies separately.

2. Information We Collect

2.1 Account and Registration Information
When a Tenant registers for the Service, we collect: organization name, administrator name and email address, billing information, and account credentials.

2.2 User Information
For users operating within a Tenant's account, we collect: full name, email address, role (e.g., Technician, Administrator), certifications, and profile information.

2.3 Operational and Business Data
In the course of using the Service, Tenants and their Users input and generate: facility names, addresses, and contact information; asset details including equipment models, serial numbers, and service histories; work order notes, technician assignments, labor records, and parts usage; photographs and signatures attached to service reports; service reports, estimates, and invoices; preventive maintenance schedules; automated notification logs (SMS and email records); and a change history ("audit log") of edits made to records within the Platform, including which user made a change and when.

2.4 Field Location Data
When a technician updates a work order's status from a mobile or field device, the Service may capture the device's GPS coordinates at that moment. This is used to timestamp and verify on-site service visits for the Tenant's own records. Tenants are responsible for notifying their personnel that field location data is captured, as required by applicable state law.

2.5 Google Calendar Sync
A User may optionally connect their Google account to sync Bravio work orders with their personal Google Calendar. Doing so shares the User's Google email address, basic profile information, and calendar event data with the Service. (Sign-in to Bravio using a Google account is not currently offered; Google is used only for this optional calendar sync feature.)

2.6 Connected Gmail Mailbox (Send-Only)
A Tenant administrator may optionally connect their organization's Google Workspace or Gmail mailbox so that customer-facing email — invoices, estimates, service reports and work order notifications — is delivered from the Tenant's own address rather than ours. For this connection we request two scopes and no others:

• https://www.googleapis.com/auth/gmail.send — permission to submit an email message for sending. This scope grants no ability to read, list, search, download, label, modify or delete any message, and no access to the mailbox, drafts, threads, contacts or attachments. It is the narrowest scope Google offers that can send mail.
• https://www.googleapis.com/auth/userinfo.email — the address of the connected mailbox, shown on the settings screen so an administrator can confirm which account is connected.

From this connection we store the connected email address, a display name chosen by the administrator, and an encrypted OAuth refresh token. We do not store the content of messages sent through it. Our audit record retains only the recipient address, subject line, which message template was used, and which provider delivered it, so that an administrator can see what was sent from their account and by whom.

2.7 Connected Microsoft 365 Mailbox (Send-Only)
As an alternative to Gmail, a Tenant administrator may instead connect a Microsoft 365 or Outlook mailbox for the same purpose. We request only the Microsoft Graph Mail.Send permission, which allows submitting a message for delivery and grants no ability to read or search the mailbox. We store the connected address, a display name, and an encrypted OAuth token, on the same terms as the Gmail connection described above.

2.8 AI Assistant
The Platform includes an optional natural-language assistant that lets a User ask questions about their Tenant's own data (for example, "which assets are overdue for inspection?"). To generate a response, the User's question and a small sample of the matching records already stored in that Tenant's account are sent to Google Cloud Vertex AI (model gemini-2.5-flash), which is our sole AI processor. We use no other AI or machine-learning provider, and no aggregator, gateway or model-hub service. Data sent to Vertex AI is governed by the Google Cloud Service Specific Terms and is not used to train Google's models. The assistant can query only that Tenant's own business records held in Bravio — it has no access to Gmail, Google Calendar, or any other Google Workspace data, and the Platform prevents it from selecting stored credentials. We keep a log of the question asked and the number of records involved for support and audit purposes. We do not use this data to train general-purpose or other customers' AI models.

2.9 Assisted Data Import
When a Tenant administrator imports records from a spreadsheet or CSV, Bravio can suggest which column of that file corresponds to which Bravio field. To do so, the file's column headings and up to five sample rows, with individual values truncated, are sent to Google Cloud Vertex AI — the same sole AI processor described above, on the same terms, and again not used to train Google's models. The complete file is never sent. Suggestions are advisory: the administrator sees each one, can change any of it, and nothing is imported until they confirm. No Google Workspace data is involved at any point, and this feature is unavailable to Tenants who do not have AI enabled.

2.10 Technical and Usage Data
We automatically collect certain technical data when you access the Service, including: IP addresses, browser type and version, device identifiers, operating system, pages visited, features used, and timestamps.

2.11 Session Analytics and Screen Recording
Within the authenticated application, we use a product-analytics tool that records how the Service is used, including page navigation, clicks, and on-screen input — which may include text typed into forms — to reconstruct and review sessions for the purpose of diagnosing bugs, improving usability, and platform improvement. This is not used for advertising, and is not made available outside Bravio except to the analytics provider acting as our service provider. If you are a User of the Service, avoid entering information you would not want captured this way into free-text fields wherever possible.

2.12 Communications
We retain records of automated communications dispatched through the Platform (e.g., SMS and email notifications sent to facilities regarding service events) for operational and audit purposes.

2.13 Website Visitors and Prospective Customers
If you fill out a demo request, contact form, or chat with us through our marketing website, we collect the information you provide — such as name, work email, company, phone number, and message — to respond to your inquiry. Our marketing website uses a live-chat widget and web analytics that may set cookies in your browser, as described in Section 11 below.

3. How We Use Your Information

We use collected information solely for the following purposes:

• Service Delivery: To provide, operate, and maintain the Platform and its features, including asset management, work order processing, scheduling, invoicing, and communications.
• Authentication: To verify user identity and manage access to the Platform.
• Google Calendar Sync: To synchronize work orders with Users' Google Calendars where that feature is enabled.
• Sending From a Tenant's Own Mailbox: Where a Tenant has connected their Gmail, Google Workspace, or Microsoft 365 mailbox, to send that Tenant's own customer-facing correspondence — invoices, estimates, service reports and work order notifications — from their address, so that recipients see mail from the business they contracted with and replies return to that business. Each message is triggered by an action taken by a User in that Tenant's account and is addressed to a contact held in that Tenant's own records. We do not use this access for marketing, bulk or unsolicited mail.
• AI Assistant: To generate natural-language answers to a User's questions about their own Tenant's data.
• Automated Notifications: To dispatch transactional SMS and email notifications via our third-party providers on behalf of Tenants.
• Security and Fraud Prevention: To monitor for suspicious activity, protect against unauthorized access, and maintain the integrity of the Platform.
• Platform Improvement: To analyze aggregated, anonymized usage patterns to improve features and user experience. We do not use individual Tenant Data for this purpose without de-identification.
• Customer Support: To respond to support requests and resolve technical issues.
• Responding to Inquiries: To respond to demo requests and questions submitted through our marketing website.
• Legal Compliance: To comply with applicable laws, regulations, court orders, or legal processes.

We do not use your data for advertising, marketing to third parties, or any purpose not listed above. We do not sell your data. Ever.

4. Google API Data — Limited Use Disclosure

Bravio FSM's access to and use of information received from Google APIs strictly adheres to the Google API Services User Data Policy, including its Limited Use requirements. Specifically:

• We use Google Calendar access solely to synchronize Bravio work orders with the User's primary Google Calendar.
• We use the gmail.send scope solely to send a Tenant's own customer-facing business correspondence from their connected mailbox, at the explicit direction of a User in that Tenant's account. We make no other call against the Gmail API. Because the scope is send-only, we have no technical ability to read or access the contents of any mailbox, and we do not do so.
• We do not use Gmail data, Calendar data, or any Google user data, to develop, improve or train generalized or non-personalized artificial intelligence or machine learning models.
• We do not transfer Google user data — raw, aggregated, anonymized or derived — to any artificial intelligence or machine learning service. Our AI assistant is served by Google Cloud Vertex AI and can query only a Tenant's own business records held in Bravio; it makes no call against the Gmail or Calendar APIs. The Platform enforces this in code rather than by policy alone: queries generated by the assistant are blocked from selecting stored credentials, and OAuth tokens are stripped from any result set before it leaves the Platform.
• We do not share, transfer, sell, or disclose Google user data to any third party, except to the hosting and infrastructure providers listed in Section 5 solely as necessary to operate the Platform.
• We do not use Google user data for advertising.
• We do not allow humans to read Google user data unless you have given us explicit permission, it is necessary for security purposes, or we are required to do so by law.
• OAuth tokens for connected mailboxes are encrypted at rest. Stored OAuth tokens, whether for a connected mailbox or Calendar sync, are never returned by any Platform interface. Disconnecting a mailbox or calendar in Settings revokes Bravio's access at Google as well as deleting the stored credential.
• Each connection is authorized by a User or administrator of a single Tenant account and applies only to that account. Bravio personnel cannot send mail from, or read, a Tenant's connected mailbox.

5. Data Sharing and Disclosure

We do not sell, rent, or trade your personal or business data. We may share data only in the following limited circumstances:

5.1 Authorized Third-Party Service Providers
We engage trusted third-party vendors to help deliver the Service. These providers are permitted to access data only to the extent necessary to perform specific functions and are bound by confidentiality obligations. Current providers include:

• Google LLC — Calendar sync and, where a Tenant has connected their own mailbox, delivery of that Tenant's customer-facing email from their own address; and, through Google Cloud Vertex AI, processing of AI assistant queries. Vertex AI is our only AI processor.
• Microsoft Corporation — where a Tenant has connected a Microsoft 365 mailbox, delivery of that Tenant's customer-facing email from their own address.
• Resend — for dispatching system-generated emails and service reports.
• Twilio — for delivering SMS notifications to facilities.
• Vercel — for application hosting and delivery.
• Supabase — for database and file storage.
• PostHog — for in-app product analytics.
• Sentry — for error monitoring and reliability diagnostics.
• Upstash — for infrastructure-level rate limiting.

We periodically review our service providers and will update this list as providers change. By using the Service, you consent to data being processed by these providers as necessary to deliver the Service.

5.2 Legal Requirements
We may disclose your data if required to do so by law, regulation, court order, or lawful request from a government or law enforcement authority. We will make reasonable efforts to notify you of such disclosure requests where legally permissible.

5.3 Business Transfers
In the event of a merger, acquisition, sale of assets, or reorganization, your data may be transferred to a successor entity. We will provide notice prior to data being transferred and becoming subject to a different privacy policy.

5.4 Protection of Rights
We may disclose data where we believe in good faith that doing so is necessary to protect the rights, property, or safety of Bravio, our customers, or the public.

6. Multi-Tenant Data Isolation

The Service uses a multi-tenant architecture in which each Tenant's data is logically separated so that it is not accessible to any other Tenant. We enforce this separation through access controls at both the application and database layers. While no system is perfectly secure, we take data isolation seriously and apply industry-standard practices to prevent cross-tenant data exposure.

7. Data Security

7.1 We implement commercially reasonable administrative, technical, and physical safeguards to protect your data against unauthorized access, alteration, disclosure, or destruction. These measures include encryption in transit and at rest, access controls, authentication protocols, and regular security monitoring.

7.3 Security Incident Notification. In the event of a confirmed data breach that affects your Tenant Data, we will notify you in accordance with applicable law and our security incident response procedures. Notification will be provided to the Tenant Administrator's registered email address.

8. Data Retention and Deletion

8.1 Active Account Data: We retain your Tenant Data for the duration of your active Subscription, plus thirty (30) days following expiration or termination to facilitate data export.

8.2 Records Deleted Within the Platform: When a record (such as a user, asset, or work order) is deleted within the Platform, it is immediately deactivated and removed from normal use, views, and reporting. The underlying record and its history may continue to be retained in the Service — for example, in audit trails, historical service and billing records, or backups — for audit, legal, and operational continuity purposes, and is not automatically purged from all systems at that moment.

8.3 Requesting Full Export or Deletion: If you want a full export of your Tenant Data, or permanent deletion of specific records or your entire account, email legal@hellobravio.com. We handle these requests manually and complete them within three (3) business days, subject to records we are required to retain for legal, audit, or regulatory reasons (for example, financial records we must keep for tax purposes).

8.4 Backups: Encrypted backups of Tenant Data may persist for up to ninety (90) days after the corresponding data is removed from primary systems, before permanent deletion.

8.5 Technical Logs: System access logs and audit trails may be retained for up to twelve (12) months for security and troubleshooting purposes.

8.6 Legal Hold: Notwithstanding the above, we may retain data for longer periods where required by law, regulation, or in connection with ongoing legal proceedings.

9. Tenant Administrator Responsibilities

Bravio provides data management tools to Tenant Administrators, who are responsible for:

• Managing and revoking user access within their organization.
• Ensuring that all data entered into the Platform is done with appropriate legal authorization.
• Responding to data subject access or deletion requests from individuals (e.g., facility staff or technicians) whose information is stored in the Platform.
• Ensuring that the organization's use of the Platform complies with applicable privacy laws, including HIPAA, GDPR, and any other applicable regulation.

Bravio is a data processor acting on behalf of the Tenant (data controller) with respect to personal data inputted into the Service. The Tenant bears primary responsibility for the lawfulness of data processing within the Platform.

10. Your Privacy Rights

Depending on where you live, you may have rights under laws such as the California Consumer Privacy Act (as amended by the CPRA), other U.S. state privacy laws, or the GDPR, including the right to: know what personal information we hold about you; request access to or a copy of that information (data portability/export); request correction of inaccurate information; request deletion; opt out of the sale or sharing of personal information; and not be discriminated against for exercising these rights.

We do not sell or share personal information as those terms are defined under the CCPA/CPRA, and we do not use personal information for cross-context behavioral advertising. Where applicable state law requires it, we honor recognized opt-out preference signals (such as Global Privacy Control) as a valid request not to sell or share personal information, even though we do not engage in such sales or sharing today.

Individuals whose personal data is stored within a Tenant's environment (for example, a facility contact or technician) should generally direct access, correction, or deletion requests to that Tenant's Administrator, who controls the data. Bravio will assist Tenant Administrators in responding to such requests where technically feasible and legally required.

To request export or deletion of data Bravio holds — whether you are a Tenant Administrator, an individual within a Tenant's environment, or a website visitor — email legal@hellobravio.com. We will verify the request and complete it within three (3) business days, subject to the retention exceptions described in Section 8 (for example, records we must keep for legal, audit, or regulatory reasons). For all other privacy questions, we will respond within the time required by applicable law.

11. Cookies and Tracking Technologies

The Platform uses essential cookies and similar technologies to maintain session state, authentication, and user preferences, and the session analytics described in Section 2.11. Our marketing website separately uses a live-chat widget and web analytics, which may set cookies in your browser to remember your session and understand site usage. We do not use third-party advertising cookies, behavioral tracking cookies, or tracking pixels for marketing purposes. You may configure your browser to reject cookies, but doing so may affect the functionality of the Service or website.

12. Children's Privacy

The Service is not directed at or intended for use by individuals under the age of 18. We do not knowingly collect personal information from minors. If you believe that a minor's information has been entered into the Service, please contact us immediately at legal@hellobravio.com and we will take appropriate steps to remove such information.

13. International Data Transfers

The Service is hosted and operated from infrastructure that may be located in the United States or other countries. If you access the Service from outside those jurisdictions, your data may be transferred to and processed in a country with different data protection laws than your own. By using the Service, you consent to such transfers. We implement appropriate safeguards for international transfers where required by applicable law.

14. Limitation of Liability for Privacy Incidents

15. Changes to This Policy

We reserve the right to update or modify this Privacy Policy at any time. We will notify Tenant Administrators of material changes via email or an in-application notification. Your continued use of the Service after such notification constitutes acceptance of the revised Policy. We encourage you to review this Policy periodically.

16. Contact Us

For questions, concerns, or requests relating to this Privacy Policy or Bravio's data practices, please contact:

• Email: legal@hellobravio.com
• Website: hellobravio.com

Last Updated: August 17, 2026