Privacy Policy

This Privacy Policy applies to information processed through UpLevel, including information relating to:

• visitors to our website;
• prospective customers;
• UpLevel Subscribers;
• agency owners and administrators;
• authorized UpLevel account users;
• users who interact with UpLevel functionality inside supported HighLevel accounts or sub-accounts;
• support contacts; and
• users of other UpLevel services.

Certain information may be processed by UpLevel on behalf of a subscribing agency. In those circumstances, the agency may determine why and how certain information is processed, and UpLevel may act as a processor or service provider on the agency's behalf.

If you are an end user of an agency and have a question about information the agency controls, you may need to contact that agency directly.

The information we collect depends on how you interact with UpLevel.

A. Account and Contact Information

We may collect information such as:

• first and last name;
• email address;
• telephone number;
• username;
• account credentials;
• profile information; and
• communications preferences.

B. Agency and Business Information

We may collect information relating to your agency or business, such as:

• agency or company name;
• business address;
• business telephone number;
• HighLevel agency information;
• HighLevel Agency Relationship Number;
• HighLevel agency URL;
• HighLevel account or sub-account identifiers;
• agency subscription status;
• authorized users;
• account configuration; and
• other information necessary to establish or administer your account.

C. Subscription and Transaction Information

When you purchase a subscription, we may collect or receive information such as:

• subscription plan;
• subscription status;
• billing name and address;
• transaction amount;
• transaction date;
• payment status;
• invoices;
• payment processor identifiers; and
• limited information about the payment method.

Payments may be processed by a third-party payment processor.

When our payment processor handles your card information directly, UpLevel may receive transaction information and limited payment-method details, such as the card brand or last four digits, without receiving or storing the complete payment card number.

D. HighLevel Integration Information

When UpLevel is installed, activated, or connected to HighLevel, we may process information necessary to provide the integration.

Depending on the integration method and features enabled, this may include:

• agency identifiers;
• sub-account or location identifiers;
• authentication or authorization information;
• installation status;
• subscription entitlement;
• page or route information;
• interface element information;
• tutorial placement configuration;
• application configuration;
• integration status;
• technical error information; and
• other information required to provide the requested integration.

The exact information processed may evolve as UpLevel's integration methods change.

E. Tutorial and Placement Information

We may process information related to tutorial configuration and delivery, including:

• tutorial title;
• tutorial description;
• video URL or identifier;
• hosting platform;
• publication status;
• page URL or route;
• interface element or element class;
• tutorial placement;
• agency-specific configuration;
• enabled or disabled status; and
• related administrative information.

F. Usage and Engagement Information

When users interact with UpLevel, we may automatically collect information such as:

• tutorials displayed;
• tutorial icons displayed;
• tutorials opened;
• video interactions;
• dates and times of interactions;
• page or route associated with a tutorial;
• agency or sub-account associated with an interaction;
• browser type;
• device type;
• operating system;
• IP address;
• approximate geographic information derived from an IP address;
• referring information;
• session information;
• error logs;
• diagnostic information; and
• other technical usage information.

We may use this information to operate the Service, troubleshoot problems, understand tutorial usage, improve content, provide analytics, and protect the Service.

UpLevel is designed to provide contextual tutorial assistance within supported HighLevel interfaces.

When UpLevel technology operates within HighLevel, it may process technical information necessary to:

• authenticate or identify an authorized agency;
• determine whether a subscription is active;
• identify the current supported page or route;
• identify interface elements associated with tutorial placements;
• determine which tutorial assistance should be displayed;
• display tutorial icons;
• open the appropriate tutorial;
• apply agency-specific configuration;
• record basic usage or engagement;
• diagnose errors;
• maintain security; and
• prevent unauthorized use.

UpLevel is intended to process only information reasonably necessary to provide its tutorial, authentication, configuration, analytics, and support functionality.

UpLevel's operation inside the HighLevel interface does not mean that UpLevel automatically owns, controls, or has unrestricted rights to information stored within a Subscriber's HighLevel account.

Where future UpLevel features require additional HighLevel data or permissions, we may provide additional disclosures or authorization requests as appropriate.

The core UpLevel tutorial functionality is not designed for the purpose of collecting the substantive contents of an agency's customer relationship management records merely because UpLevel operates within the HighLevel interface.

For example, the core tutorial overlay is not intended to collect the contents of:

• customer conversations;
• SMS messages;
• emails;
• contact notes;
• payment card information stored in HighLevel;
• opportunity notes;
• calendar appointment details;
• call recordings; or
• similar customer CRM content,

unless a future UpLevel feature specifically requires access to particular information and appropriate disclosure and authorization are provided.

Technical page information or interface metadata may still be processed where necessary to determine tutorial placement and functionality.

We collect information you voluntarily provide when you:

• create an account;
• purchase a subscription;
• complete onboarding;
• configure your agency;
• contact support;
• submit a tutorial request;
• communicate with us;
• complete a form;
• update your profile;
• manage billing;
• provide feedback; or
• otherwise interact with UpLevel.

If you provide information about another person, you represent that you are authorized to provide that information where authorization is required.

When you visit our website or use the Service, certain information may be collected automatically through technologies such as:

• cookies;
• browser storage;
• server logs;
• pixels;
• scripts;
• analytics technologies;
• and similar technologies.

This information may include device, browser, IP address, usage, session, referral, and interaction information.

We may use cookies and similar technologies for purposes such as:

• authenticating users;
• maintaining sessions;
• remembering preferences;
• securing accounts;
• processing purchases;
• measuring website performance;
• understanding Service usage;
• diagnosing errors; and
• improving the Service.

Some cookies may be placed by third-party providers that support our website, payments, video delivery, analytics, or other functionality.

Your browser may allow you to block or delete cookies. Disabling certain cookies may prevent portions of the Service from functioning correctly.

Where required by applicable law, we will provide appropriate cookie choices or consent mechanisms.

We may use information to:

Provide the Service

Including to:

• create and maintain accounts;
• authenticate users;
• activate subscriptions;
• verify subscription entitlement;
• provide tutorial functionality;
• display tutorial icons;
• deliver videos;
• manage agency configurations;
• support HighLevel integrations; and
• provide requested features.

Process Transactions

Including to:

• process subscription payments;
• maintain billing records;
• issue invoices or receipts;
• manage renewals;
• process cancellations;
• address failed payments; and
• prevent payment fraud.

Operate and Improve UpLevel

Including to:

• understand how tutorials are used;
• identify popular or ineffective content;
• improve tutorial placement;
• develop new features;
• troubleshoot technical problems;
• test functionality;
• measure performance; and
• improve user experience.

Communicate With You

Including to:

• respond to support requests;
• send account notices;
• provide billing communications;
• notify you of Service changes;
• provide security notifications;
• send onboarding communications; and
• send marketing communications where permitted.

Protect UpLevel and Our Users

Including to:

• detect fraud;
• prevent unauthorized access;
• enforce subscription restrictions;
• investigate security incidents;
• prevent abuse;
• enforce our Terms of Service; and
• protect our legal rights.

Comply With Law

Including to:

• satisfy legal obligations;
• respond to lawful requests;
• establish or defend legal claims;
• maintain required records; and
• cooperate with appropriate regulatory or law-enforcement authorities where legally required.

Depending on the context, UpLevel may process personal information for different purposes and in different legal roles.

For information concerning UpLevel's own Subscribers, accounts, billing, website visitors, security, and business operations, UpLevel generally determines the purposes for which the information is processed.

For certain information processed through an agency's use of UpLevel, the subscribing agency may determine the purpose of processing and UpLevel may process information on the agency's behalf.

Where required, these relationships may be governed by additional data-processing terms.

We do not disclose personal information indiscriminately.

We may disclose information in the following circumstances.

A. Service Providers

We may provide information to companies that help us operate UpLevel, such as providers of:

• payment processing;
• cloud hosting;
• content delivery;
• video hosting;
• database services;
• authentication;
• email delivery;
• analytics;
• customer support;
• error monitoring;
• security; and
• other technical infrastructure.

These providers may process information only as permitted by their agreements with us and applicable law.

B. Video Providers

Tutorial videos may be hosted by UpLevel or third-party video services.

Depending on the tutorial and hosting configuration, providers such as YouTube, Vimeo, Loom, or other video-hosting platforms may receive technical information when a video is loaded or played.

That information may include an IP address, browser information, device information, cookie information, and video interaction information.

Those providers' own privacy policies may also apply to their processing.

C. HighLevel

Information may be exchanged with HighLevel when necessary to support an authorized integration, authentication process, Marketplace application, API connection, or other functionality requested by the Subscriber.

The scope of any such information will depend on the integration and permissions authorized.

D. Legal Requirements

We may disclose information if we reasonably believe disclosure is required to:

• comply with law;
• respond to a subpoena, court order, or lawful governmental request;
• protect the rights or safety of UpLevel, our users, or others;
• investigate fraud or security incidents; or
• enforce our agreements.

E. Business Transactions

If UpLevel is involved in a merger, acquisition, financing, restructuring, bankruptcy, sale of assets, or similar business transaction, information may be disclosed or transferred as part of that transaction, subject to applicable law.

F. With Your Direction or Consent

We may disclose information when you direct us to do so or otherwise provide valid consent.

UpLevel does not sell personal information for monetary consideration as part of its ordinary business model.

If our practices change in a manner that constitutes a "sale" of personal data or "targeted advertising" under an applicable privacy law, we will provide disclosures and choices required by that law.

UpLevel may use third-party payment processors to process subscription payments.

When payment information is entered directly into a payment processor's systems, that provider processes the information under its own terms and privacy practices.

UpLevel may receive information including:

• payment status;
• transaction amount;
• transaction identifier;
• billing information;
• card type;
• expiration information where provided; and
• limited payment-method information such as the last four digits of a card.

UpLevel does not intend to store complete payment card numbers when payments are handled directly by our payment processor.

We retain information for as long as reasonably necessary for the purposes described in this Privacy Policy.

Retention periods may depend on:

• the duration of your account;
• whether your subscription remains active;
• the type of information;
• operational requirements;
• backup cycles;
• security needs;
• contractual requirements;
• dispute resolution;
• fraud prevention;
• accounting requirements; and
• legal obligations.

When information is no longer reasonably necessary, we may delete, anonymize, or aggregate it.

Some information may remain temporarily in backups or logs after deletion from active systems.

We use administrative, technical, and organizational safeguards designed to protect personal information against unauthorized access, disclosure, alteration, destruction, or misuse.

Measures may include, as appropriate:

• access controls;
• authentication;
• encryption;
• secure infrastructure;
• logging;
• monitoring;
• restricted administrative access;
• vendor controls; and
• security procedures.

No method of electronic transmission or storage is completely secure, and we cannot guarantee absolute security.

You are responsible for protecting your own passwords, devices, HighLevel credentials, and UpLevel account credentials.

We seek to limit the information we collect and process to information reasonably relevant to providing, securing, supporting, administering, and improving the Service and fulfilling legitimate business or legal purposes.

As UpLevel develops new features, we may evaluate whether additional information is necessary before expanding data collection.

Depending on your relationship with UpLevel and applicable law, you may be able to request that we:

• provide information about personal information we maintain about you;
• provide access to certain personal information;
• correct inaccurate personal information;
• delete certain personal information; or
• provide a portable copy of certain information.

You may also be entitled under applicable law to opt out of certain processing activities, such as qualifying sales of personal data, targeted advertising, or certain profiling activities.

Some rights are subject to exceptions.

We may need to verify your identity before fulfilling a request.

If information is controlled by a subscribing agency rather than UpLevel, we may direct you to the applicable agency or assist the agency as appropriate.

Texas law may provide eligible Texas residents with certain rights concerning personal data, subject to the scope, definitions, exemptions, and limitations of applicable law.

Where applicable, those rights may include the ability to:

• confirm whether personal data is being processed;
• access personal data;
• correct inaccuracies;
• request deletion;
• obtain certain personal data in a portable format; and
• opt out of certain targeted advertising, sale of personal data, or qualifying profiling.

Where applicable law provides a right to appeal a decision regarding a privacy request, you may submit an appeal by contacting us and identifying the request as a “Privacy Appeal.”

Certain information processed in a business or commercial context may be treated differently under applicable privacy laws.

Nothing in this Privacy Policy is intended to limit rights that cannot legally be waived.

Privacy requests may be submitted by contacting:

hello@uplevelsuite.com

Please include enough information for us to understand and reasonably verify the request.

For security, we may ask you to verify information associated with your account before fulfilling certain requests.

We will not discriminate against an individual for exercising privacy rights provided by applicable law.

If you use UpLevel through an agency or business that subscribes to our Service, certain information may be controlled by that agency.

For example, an agency may control:

• which sub-accounts use UpLevel;
• which tutorials are enabled;
• agency-specific tutorial configurations;
• agency-created content;
• user access decisions; and
• certain information associated with its users.

If your request relates to information controlled by an agency, you should contact that agency directly.

Where appropriate, UpLevel may assist a Subscriber in responding to privacy requests concerning information we process on its behalf.

The Service may contain links to or integrations with third-party websites, platforms, or services.

We do not control the privacy practices of independent third parties.

This Privacy Policy does not replace the privacy policies of HighLevel, payment processors, video platforms, or other independent services.

We encourage you to review the privacy practices of services you use.

We may use analytics technologies to understand how our website and Service are used.

Analytics information may include:

• pages visited;
• features used;
• tutorial interactions;
• session duration;
• device information;
• browser information;
• referring pages;
• approximate location; and
• other usage information.

We may use aggregated or de-identified analytics to improve tutorials, prioritize new content, improve product functionality, and understand overall usage.

We may create aggregated or de-identified information that does not reasonably identify an individual.

We may use such information for:

• analytics;
• product development;
• business intelligence;
• performance measurement;
• research;
• content planning; and
• other lawful business purposes.

Where required by applicable law, we will take reasonable measures designed to prevent de-identified information from being associated with an identifiable individual.

We may send marketing communications where permitted by law.

You may unsubscribe from promotional email communications using the unsubscribe mechanism provided in the message or by contacting us.

Even if you opt out of marketing communications, we may continue sending non-promotional communications concerning:

• your account;
• billing;
• security;
• support;
• subscription status;
• legal notices; and
• important Service information.

UpLevel is a business-oriented Service and is not intended for children under 13.

We do not knowingly collect personal information from children under 13 through the Service.

UpLevel accounts and paid subscriptions are intended for individuals who are at least 18 years old.

If you believe a child has provided personal information to UpLevel inappropriately, contact us so we can investigate and take appropriate action.

UpLevel is operated from the United States.

If you access the Service from outside the United States, information may be processed or stored in the United States or other countries in which our service providers operate.

Privacy and data-protection laws in those locations may differ from those in your jurisdiction.

Where applicable law requires particular safeguards for international transfers, we will use legally recognized transfer mechanisms as appropriate.

If all or part of UpLevel is sold, merged, reorganized, financed, or transferred, information associated with the Service may be transferred as part of the transaction.

Any successor that receives personal information will be subject to applicable law regarding that information.

If we become aware of a security incident affecting personal information, we may investigate, contain, remediate, and provide legally required notifications.

Subscribers agree to provide reasonable cooperation where an incident involves systems or information under their control.

Some Subscribers may require additional contractual terms concerning UpLevel's processing of personal information on their behalf.

Where appropriate, UpLevel may enter into a Data Processing Addendum or similar agreement defining the parties' responsibilities concerning such processing.

If a separate Data Processing Addendum applies and conflicts with this Privacy Policy concerning processing performed on behalf of a Subscriber, the applicable Data Processing Addendum will govern that processing to the extent of the conflict.

UpLevel may introduce features such as:

• agency-uploaded tutorials;
• agency-created content;
• community functionality;
• creator accounts;
• marketplace content;
• user reviews;
• content sales;
• revenue sharing; or
• additional HighLevel integrations.

If those features materially change how personal information is processed, we may update this Privacy Policy and provide additional notices or choices where appropriate.

We may update this Privacy Policy periodically to reflect changes to:

• the Service;
• our technology;
• our business;
• our vendors;
• our data practices; or
• applicable legal requirements.

The “Last Updated” date identifies the current version.

If we make material changes, we may provide additional notice through the Service, by email, on our website, or through another reasonable method.

Questions, concerns, or privacy requests may be directed to:

Up Level Suite LLC550 Reserve Street, #190Southlake, Texas 76092United States

Email: hello@uplevelsuite.com

For privacy requests, please include “Privacy Request” in the subject line when possible.