Privacy policy

Scope of this policy

This Privacy Policy explains how Tyler’s Tech Company Inc. (“TTCo,” “we,” “us,” or “our”) collects, uses, discloses, retains, and protects personal information when you visit tylerstech.company, contact us, use Waypoint or another TTCo-controlled support portal or payment link, or otherwise interact with our online services.

This policy also covers ordinary business-contact, billing, and support records connected with those interactions. A signed service agreement, data processing agreement, or other client contract may provide additional or different terms for client-owned systems and data. When TTCo processes personal information on a client’s instructions, that client is generally responsible for its own privacy notices and decisions.

Information we collect

The information we collect depends on how you interact with us. It may include:

• Contact and identity information: name, email address, telephone number, organization, job title, and preferred contact method.
• Inquiry and communication information: the contents of emails, website inquiries, support requests, attachments, call notes, and other communications. Business website inquiries also ask for your organization and city or town, with an optional team-size range, to help us understand the requested service.
• Public customer-service questions: questions you submit to Taylor Customer Service and the answers it returns.
• Account and authorization information: account identifiers, organization membership, role, permissions, authentication records, and information used to verify identity or authority.
• Support and service information: device, system, software, network, configuration, diagnostic, incident, and service-history details that you or a client provides for support.
• Transaction information: invoice number, amount, payment status, billing contact, transaction identifier, and limited payment details supplied by a payment processor. TTCo does not receive or store complete payment-card numbers from hosted Stripe payment pages.
• Technical information: IP address, browser and device type, requested pages or files, referring page, timestamps, approximate region derived from an IP address, and security or error logs.

Where information comes from

We collect information directly from you; from a client, employer, household member, or other person who has asked us to assist you; from systems and devices involved in authorized support; and from providers that help operate our business.

Our website is hosted through Cloudflare. When you submit the website contact form, Cloudflare processes the request, verifies the anti-spam challenge, and delivers the inquiry to TTCo’s business mailbox. Cloudflare may also process ordinary network, request, and security-log information when delivering and protecting the site.

We use inquiry details to evaluate your request and reply. The website sends them through our private email-delivery service to the TTCo support inbox, using your email address as the reply address. The form does not create a client account or store your request in a website customer database. Existing clients continue to use their established support path. Calls and direct email remain available when the online form is unavailable.

Taylor Customer Service

Taylor Customer Service is an AI assistant for general questions about TTCo’s publicly available services and information. When you ask a question, our website sends the question and relevant excerpts from TTCo-approved, published content to OpenAI on the server side to generate an answer. Your browser does not connect directly to OpenAI for this feature.

Taylor does not have access to client accounts, support tickets, or private service records, and it cannot make account or service changes. Do not submit passwords, payment-card details, or other sensitive information in a question. For help from a person, contact us at support@tylerstech.company or (617) 302-8179; existing clients can also use their established support path.

We request that OpenAI not store the response as application state. This does not mean zero retention: OpenAI may retain abuse-monitoring logs that include questions and answers, generally for up to 30 days, or longer where its policies permit for legal or safety reasons. OpenAI states that API data is not used to train its models unless the customer opts in. See OpenAI’s API data controls for its current practices.

Waypoint

Waypoint is a proprietary client and service-management product designed by TTCo for use by TTCo and its clients. Authorized TTCo personnel and client users may access Waypoint in connection with TTCo services. Waypoint is not offered as a standalone product for independent third-party use.

Within Waypoint, authorized users may manage accounts, service and support requests, communications, documents, billing-related records, and other TTCo business and client-service records. Depending on how you interact with Waypoint, it may handle the categories of personal information described in this policy for the purposes stated here and in any applicable Service Agreement or data processing agreement.

How we use information

We use personal information when reasonably necessary to:

• respond to inquiries, evaluate requests, provide support, and deliver contracted services;
• create and administer accounts, confirm authorization, and maintain service records;
• prepare proposals and invoices, process payments, maintain accounting records, and resolve billing questions;
• communicate about services, requests, appointments, security, incidents, and material policy changes;
• operate, maintain, troubleshoot, secure, and improve our website, portals, systems, and business processes;
• detect and prevent fraud, abuse, unauthorized access, spam, malware, and other security threats;
• establish, exercise, or defend legal claims and enforce agreements; and
• comply with applicable law, court orders, professional obligations, insurance requirements, and lawful government requests.

We may use information that has been aggregated or de-identified so it no longer reasonably identifies an individual, including to understand service trends and improve operations.

How we disclose information

We do not sell or rent personal information. We do not disclose personal information for cross-site behavioral advertising. We may disclose information in the following limited circumstances:

• Service providers: hosting and security, email and collaboration, support and ticketing, payment processing, accounting, data storage, communications, and other providers that perform services for TTCo.
• Clients and authorized users: the organization, household, or other client responsible for the request or account, and people it has authorized.
• Professional advisers and insurers: attorneys, accountants, auditors, insurers, and consultants where reasonably necessary.
• Legal and safety purposes: law enforcement, regulators, courts, or other parties when required by law or reasonably necessary to protect rights, safety, systems, or users.
• Business transactions: parties evaluating or completing a financing, reorganization, merger, acquisition, sale, or transfer of all or part of TTCo, subject to appropriate confidentiality and legal requirements.
• At your direction: a vendor, partner, household member, adviser, or other recipient you ask us to involve.

We limit disclosures to information reasonably necessary for the applicable purpose. Where appropriate and required, we use contractual, administrative, or technical safeguards with providers that handle personal information for us.

Current online service providers

Our current online operations may involve the following provider categories:

• Cloudflare for website delivery, network security, contact-form anti-spam verification, email delivery, and related technical logs;
• Google Analytics and Google Tag Manager for website measurement, understanding how visitors use the site, and managing analytics tags;
• Microsoft Clarity, when enabled, for aggregated interaction analytics, heatmaps, and session-replay features designed to help us identify usability problems;
• OpenAI to generate Taylor Customer Service answers from public questions and TTCo-approved, published content;
• LinkedIn for the public founder-profile badges on our company and founder pages. Loading a badge connects your browser to LinkedIn, which processes the request under its own privacy policy;
• Microsoft 365 for business email, documents, and collaboration;
• Stripe when we provide a hosted payment link; and
• support, ticketing, remote-assistance, accounting, and business-record systems used to deliver or document requested services.

These providers may process information under their own privacy notices when acting independently, and under TTCo’s instructions when acting as our service provider. A third-party provider may change its technology or subprocessors over time without changing the purpose described here.

Client systems and service data

Providing managed or project-based IT support may give TTCo limited access to personal information in a client-controlled tenant, device, network, backup, support record, or other system. We use that access only as authorized and reasonably necessary to perform the requested work, protect systems and users, document the service, or comply with law.

The applicable Service Agreement or data processing terms control client-service data when they differ from this general policy. If your information is held in a system controlled by your employer, service provider, or another TTCo client, direct your privacy request to that organization first. We will reasonably assist the client when required by contract or law.

Cookies and tracking

We use Google Analytics to measure website use. We may use Microsoft Clarity to identify usability problems through interaction analytics, heatmaps, and session replay; Clarity is paused while we verify that Taylor conversations are excluded from recording. When enabled, these services may process page URLs, referral information, approximate location, browser and device information, interaction events, and identifiers stored in cookies or similar technologies. Taylor Customer Service is described separately above; its questions are sent through our website’s server-side service to OpenAI, not through a third-party chat script in your browser.

When Microsoft Clarity is enabled, we keep its session recording off on inquiry pages. The website also skips loading Clarity when other form controls are present as the page opens. On pages where Clarity is used, we mark the page content for masking, including content added after the page loads. Inquiry forms also have their own masking boundary.

Our inquiry measurement records contact-link clicks, form starts, form errors, and accepted submissions using approved audience, form type, service category, timing, page, service-area, and campaign context. It excludes entered names, email addresses, telephone numbers, organization names, typed cities or towns, team sizes, messages, and verification tokens. We do not add those details to tracking links. An accepted submission records the website delivery service’s response; it does not by itself establish inbox delivery or a qualified business opportunity.

Google Tag Manager loads Google Analytics in your browser. If Clarity is re-enabled, it loads only when the page passes our recording privacy checks. TTCo does not use these tools to sell personal information or build advertising profiles from your activity across unrelated websites. Cloudflare and other infrastructure providers may also use strictly necessary technologies to deliver content, maintain security, balance traffic, remember security decisions, or prevent abuse.

We do not use inquiry identity details for advertising enhanced conversions or remarketing.

You can limit cookies through your browser settings. Blocking or deleting cookies may affect some site functionality. Because browser “Do Not Track” signals are not consistently interpreted across the industry, the site does not currently respond to them as a separate choice mechanism. We will provide any additional consent or opt-out mechanism required by applicable law before using these tools for materially different purposes.

Retention and secure disposal

We retain personal information only as long as reasonably necessary for the purpose for which it was collected, to provide or document services, maintain business and accounting records, meet legal or insurance requirements, resolve disputes, enforce agreements, and protect systems and users. Website inquiries are retained in our business mailbox according to the same operational and legal needs. Retention periods vary by the type of record, the client relationship, sensitivity, and applicable law.

When information is no longer reasonably needed, we delete, de-identify, or securely dispose of it in accordance with our procedures and applicable law. Backup copies may remain for a limited period until overwritten or retired through ordinary backup processes.

Information security

Data maintained in Waypoint is stored using encrypted server infrastructure and is encrypted in transit and at rest using industry-standard encryption technologies.

We also maintain administrative, technical, and physical safeguards designed for the nature of the information we handle, the size and scope of our business, available resources, and reasonably foreseeable risks. These measures include access restrictions, account and authentication controls, provider oversight, monitoring, documented procedures, and incident response.

No website, email system, provider, or security program can guarantee perfect security. If we identify a security incident involving personal information, we will investigate and provide legally required notices to affected individuals and government authorities.

Your privacy choices

You may ask us to provide access to, correct, or delete personal information that TTCo controls. You may also ask questions about our use or disclosure of information, withdraw an optional consent, or opt out of promotional email. We will not discriminate against you for making a good-faith privacy request.

Send requests to support@tylerstech.company. To protect you and our clients, we may verify your identity, account, or authority before acting. We may deny or limit a request when permitted or required by law—for example, when information must be retained for security, accounting, legal claims, contractual obligations, or another person’s rights. If TTCo holds the information only for a client, we may direct the request to that client.

Additional rights may apply depending on where you live and the law in effect when you make the request. This policy does not waive or restrict any non-waivable privacy or consumer-protection right.

Email, telephone, and SMS communications

We may send service, billing, support, security, and relationship communications that are reasonably necessary for your request or client relationship. You can opt out of promotional email by using the unsubscribe method provided or by contacting us, but you may still receive non-promotional communications.

Our service-related SMS program supports inquiries, appointment coordination, IT support, service updates, and account or billing matters. We collect your mobile number, message content, and opt-in or opt-out records to operate the program and respect your choices. Website opt-in records include the disclosure version, submission time, and source page retained with the inquiry.

We do not sell mobile information or share it with third parties or affiliates for marketing or promotional purposes. SMS opt-in data and consent are excluded from any sharing for those purposes described elsewhere in this policy. We provide this information only to carriers, Dialpad, and operational service providers as needed to deliver, administer, secure, and support our messaging service, or when legally required.

SMS consent is optional and is not a condition of purchase. Message frequency varies. Message and data rates may apply. Reply STOP to opt out or HELP for assistance, or email support@tylerstech.company. See our SMS terms and conditions for details.

Children’s privacy

Our website and Online Services are intended for a general audience and are not directed to children under 13. We do not knowingly collect personal information online from a child under 13 without legally required parental consent.

If you believe a child provided personal information to TTCo through an Online Service, contact us so we can review and, where appropriate, delete it. Residential support involving a minor should be requested and supervised by a parent or legal guardian.

External links and services

Our website and communications may link to websites, portals, products, or services that TTCo does not control. This policy does not govern an independent third party’s privacy practices. Review the third party’s privacy notice before providing information to it.

Changes to this policy

We may update this Privacy Policy to reflect changes in our services, information practices, providers, or applicable law. We will post the revised policy with a new “Last updated” date and provide additional notice before a material change when required by law.

A revised policy applies prospectively from its stated effective date. A client agreement may establish additional notice or approval requirements for client-service data.

Contact us

For a privacy request or question, contact Tyler’s Tech Company Inc. at support@tylerstech.company or (617) 302-8179.