Privacy Policy
Effective Date: March 2026
ShieldTune, LLC ("ShieldTune," "we," "us," or "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, share, and retain information when you use the ShieldTune application (the "Service"). By using the Service, you agree to the practices described in this Policy.
1. Information We Collect
We collect the following categories of information:
- Account Information: Email address, display name, and organization affiliation when you create an account.
- Query Content: The troubleshooting questions, symptoms, error codes, and technical context you submit to the Service.
- Feedback: Ratings (thumbs up/down) and any comments you provide on AI responses.
- Usage Data: Device IP address, browser type, feature usage patterns, session duration, and authentication tokens.
- Cookies & Tracking Technologies: We use cookies and similar technologies (including Firebase session tokens and analytics cookies) to authenticate your session, enforce usage limits, and understand how the Service is used. You can control cookie preferences through your browser settings, though disabling certain cookies may affect Service functionality.
2. How We Use Your Information
We use your information for the following purposes:
- To provide, operate, and maintain the Service
- To authenticate your identity and enforce usage limits
- To communicate with you about your account, the Beta program, and Service updates
- To monitor Service reliability and diagnose technical issues
- To analyze usage patterns and improve the Service
- To improve the accuracy and relevance of AI responses through internal quality review, feedback analysis, and model fine-tuning (see Section 3)
3. How We Use Query Data to Improve the Service
We may use your Query Content and Feedback to monitor and improve the quality of the Service. Specifically, this may include:
- Internal quality review: We may review samples of queries and AI-generated responses — evaluated by internal subject matter experts — to assess whether responses are accurate, relevant, safe, and consistent with manufacturer documentation.
- Model fine-tuning: We may use anonymized query and response data, informed by expert evaluation, to fine-tune AI models that power ShieldTune's Service. Any fine-tuned model is used solely to improve the Service delivered to ShieldTune users.
- Feedback analysis: We review thumbs-up and thumbs-down ratings and any written comments you submit to identify patterns in response quality.
We do not sell or license training datasets derived from user query data to third parties. We do not use your data to train AI models that are sold or licensed as standalone products to others.
This use of data is covered by your agreement to this Privacy Policy at account registration. No separate opt-in is required for these internal improvement activities.
4. Third-Party AI Processing & Sub-Processors
The Service relies on third-party Large Language Model (LLM) providers to generate responses. Your Query Content is transmitted to these providers for processing. We do not control how these providers handle data beyond our contractual agreements with them. We advise against entering sensitive personal information, proprietary client details, confidential passwords, or personally identifiable information about third parties into the chat interface.
Our current third-party service providers and sub-processors include:
We will update this table when we add or change sub-processors. Continued use of the Service after such updates constitutes acceptance of the updated sub-processor list.
5. Data Sharing & Disclosure
We do not sell your personal information. We share data only in the following circumstances:
- Service Providers: With the sub-processors listed in Section 4 under contractual data protection obligations.
- Enterprise Administrators: If your account is associated with an enterprise organization, your usage statistics and query volume (but not individual query content) may be visible to your organization's designated administrators.
- Legal Requirements: If required by law, court order, or government authority, or to protect the rights, property, or safety of ShieldTune, LLC, our users, or the public.
- Business Transfer: In connection with a merger, acquisition, or sale of assets, your information may be transferred as a business asset. We will provide notice before your information is transferred and becomes subject to a different privacy policy.
- Enterprise Integration Partners: For Enterprise accounts, your organization's administrator may enable integrations with third-party business tools (such as CRM or field service management platforms). When such integrations are enabled by your administrator, aggregate usage data and, where required by the integration, relevant account information may be shared with those authorized partners. Individual query content is not shared through these integrations without explicit configuration by your administrator. We will maintain an updated list of available integration partners upon request.
6. Data Retention
We retain your information for the following periods:
- Account Information: Retained for the duration of your active account, plus 90 days following account deletion to allow for dispute resolution.
- Query Content & Feedback: Retained for up to 24 months from the date of submission. After 24 months, individual query records are deleted or irreversibly de-identified. De-identified, aggregated data derived from queries may be retained indefinitely for research and model improvement purposes.
- Usage Data & Logs: Retained for up to 12 months for operational and security purposes.
With respect to AI model fine-tuning described in Section 3, data incorporated into a completed training run cannot be individually extracted or deleted after that run is complete. We will however honor deletion requests with respect to source query records held in our databases.
7. Security
We implement appropriate technical and organizational measures, including encryption in transit (TLS), access controls, and authentication requirements, to protect your data against unauthorized access, disclosure, or loss. However, no method of electronic transmission or storage is 100% secure. We cannot guarantee absolute security and are not responsible for unauthorized access that is outside our reasonable control.
8. Children's Privacy
The Service is not directed at individuals under the age of 13. We do not knowingly collect personal information from children under 13. If we become aware that we have collected personal information from a child under 13 without parental consent, we will take steps to delete that information promptly. If you believe we may have collected information from a child under 13, please contact us at support@shieldtune.com.
9. Your Privacy Rights
Depending on your jurisdiction, you may have the following rights regarding your personal information:
- Access: Request a copy of the personal information we hold about you.
- Correction: Request correction of inaccurate or incomplete information.
- Deletion: Request deletion of your personal information, subject to our retention obligations and the limitations described in Section 6 regarding trained models.
- Do Not Sell or Share: We do not sell or share your personal information for cross-context behavioral advertising. No opt-out mechanism for sale is required because we do not engage in this practice.
- California Residents: California residents may have additional rights under the California Consumer Privacy Act (CCPA). To exercise CCPA rights, contact us at support@shieldtune.com.
To exercise any of the above rights, contact us at support@shieldtune.com. We will respond to verifiable requests within 30 days.
10. Changes to This Policy
We may update this Privacy Policy from time to time. We will notify you of material changes via email or a prominent notice within the Service. Your continued use of the Service after such notice constitutes your acceptance of the updated Policy.
11. Contact
ShieldTune, LLC
Email: support@shieldtune.com
Raleigh, North Carolina