Privacy Policy

About Us

Facilio is an IoT and AI-driven operations and maintenance software for large real estate portfolios. This includes SaaS applications for facilities, sustainability and property and tenant management that helps customers like commercial real estate owners, property developers and building owners to centrally manage their operations, maintenance, asset performance, sustainability - energy performance and the tenant experience across their distributed portfolio of buildings, in real-time. Facilio can be accessed on the web or as specific apps for mobile platforms.

Facilio, Inc. ("Facilio", "we", "us" and/or "our") has created this Privacy Policy to explain how we gather, utilize, and otherwise process information about you that directly identifies you or makes you recognisable ("Personal Data") in affiliation with our website https://facilio.com/ (the "Site") and our mobile application ("User Mobile Application") (cumulatively, the "Services"), as well as the choices you have regarding that information.

Information that Facilio collects

Facilio gathers personal information such as your name, address, and email address. Facilio is merely a processor of the information we obtain from you. And the information you submit will be controlled by our client. If you wish to know what information we store about you or if you want to remove any information please email us at privacy@facilio.com

1. Service Request

The data gathered will not be used for Marketing or will not be shared with any other 3rd parties for any other processing without your consent.

2. Account Creation

Facilio collects Personal Data from you, when you register for an account. Your full name, email address, and phone number are all included in this information.

3. Visitor Information

The Facility Manager and Tenants at a Facility can use Facilio to welcome visitors, invite vendors, and record Guests' visits when Visitor Management/Service Portal is used for a visitor management system. All of these forms capture the visitor's name, phone number, email address, and address, which are all considered as PII. All this information will be stored in an encrypted format, Facilio will take consent from the visitor when they use the visitor kiosk / service portal , only after the user provides his/her consent the data that is collected will be used for further processing, until then we will not process any of this information for data analytics or any other purpose.

Information collected from third parties

The Controller might add personally identifiable data of the tenants and vendors to be stored in Facilio. The controller is responsible for taking legal consent for storing such kind of information in Facilio . Facilio will not process or share such information with any 3rd parties unless Facilio receives a contractual or direct consent through login from the corresponding users.

Information collected indirectly

Facilio collects the customer’s user agent, user ip address and we record the UI interaction using a data log. All the information collected here is used only for monitoring and debugging purposes and Facilio will never share any of this information for any reason.

Purpose of Information

• To Deliver the service
• To Disseminate information about our software and services
• To Track visitor navigation
• Work order scheduling
• Asset Management
• To Understand better how you use our services, to track and prevent issues, and to enhance our products and services
• To Respond to your questions and concerns, and give excellent customer service

Information to third parties

Facilio uses third party tools to send notifications. Email notifications are handled by Amazon Simple email service, while SMS notifications are handled by Twilio. We send notifications only regarding the service requests. We do not use your personal information for any of our marketing activities. Additionally, the personal information which is carried over by our third part tools is handled securely.

Use of cookies

The Facilio website uses cookies, as do many other websites. Cookies are little pieces of information delivered to your computer by a website and saved on your hard disc to allow that website to recognise you when you visit. It collects anonymous statistics about your surfing habits and do not identify you personally. If you prefer, you can enable or disable browser cookies using your browser's or device's settings. However, please realize that eliminating or rejecting cookies may have an impact on the availability and performance of our services.

Information Access

The Database consisting of customer’s personal information is accessible only by few members in Facilio, others cannot access the data since the data are encrypted. As a part of our service, the customer support team will have access to the customer data. We encourage our customers to modify their password after they get access to the service, to avoid data breaches.

We may share your information with our reseller partners, agents, or contractors who work on our behalf to provide you with the services you've requested. Apart from that, we do not disclose or sell your personal information with anybody else.

Legal bases for collecting and using information

As part of Subscriber's use of the Services, Facilio will collect operational data as well as any other data provided by Subscriber. Facilio will handle such gathered Data only on behalf of the Subscriber, which the Subscriber acknowledges and accepts. This will be done in compliance with this Agreement, Facilio's online Privacy Policy statement, and any other data privacy regulations that apply. Facilio and the subscriber mutually consented that the subscriber will be the business/data controller and Facilio will still be the service provider/data processor, as stated by the California Consumer Privacy Act ("CCPA") and the General Data Protection Regulation ("GDPR").

Facilio concurs not to (a) modify any of Subscriber's Data stored using the Service, (b) disclose Subscriber's Data to a third party unless legally required or expressly authorised in writing by the Subscriber, or (c) access Subscriber's Data except to provide the Services, prevent or address any technical problems, or at Subscriber's requirement in affiliation with support concerns.

Incident response

Facilio has a team dedicated to information security. If a user discovers a security or privacy violation, they can contact us via email at security@facilio.com or privacy@facilio.com . We'll get back to you within 24 hours.

Access Control

Facilio does not support access to the database to everyone, only the authorized personnels have the access to the database. Database is not connected to the internet; instead, it is securely placed in a VPC. AES 256 standards are used to encrypt the data at rest. Backup snapshots of the data are also encrypted . All passwords and user related PII is encrypted using MD5 algorithm

Controls and Monitoring

• All user activity is logged
• All application Logs are retained for 3 months after which it gets archived
• Audit trail logs are present in the application against each record which can be used by the end user to identify the change set on any record at a given point of time.
• All connections to the application servers and database is monitored using tools and automated mechanisms to identify malicious activities or data breaches

International data transfers

When a user signs up at Facilio, they have the choice of storing their data in one of several zones. In the United States, the United Kingdom, Europe, Singapore, and Australia, Facilio runs data centres. Any of these data centres can be used to store user data. The data will be maintained and not transmitted to other data centres after customers sign up with the specific data centre. In the sign up form, Facilio obtains the user's consent by indicating the information about where data centres their data will be stored.

Children’s Personal Information

Our website and services are not designed or intended for children under the legal age of majority to use. Children's personal information is never knowingly collected by us.

How Secure your information

Facilio is SOC 2 certified, and we make every effort to keep our systems secure and protect any personal information we collect.

Before granting access to personal information, the customer's identity (username/email id) will be validated. Customers may also be asked to submit an email request from their registered email address in order for us to grant them access to their personal information. We do not make use of government-issued identifiers for authenticating users.

Your Legal Rights

Individuals in certain nations have contractual rights in relation to their personal information. You may have the right to request access to Information, and to seek for update, delete, or correct it, subject to any legal exceptions. You may update your personal information through the portal’s settings, or through the mobile application, but deletion of any such information is done only by us. You can send an email regarding the information to be deleted. If you are having trouble using the settings and tools, please contact the firm where you checked in as a visitor or email us at support@facilio.com or privacy@facilio.com for assistance.

Notification of changes

Our company's operations may alter from time to time. As a result, Facilio may need to make changes to our Privacy Policy from time to time. Please examine this policy on a regular basis, particularly before providing any Personal Data. We shall notify individuals through email to their registered email address, significant posting on our Services, or other suitable communication methods if we make major changes to our Privacy Policy. Unless otherwise stated, all changes will take effect on the day of publication.

Contacting Facilio

If an individual needs to register a complaint about their refused access request, Facilio gives information about their privacy complaint procedures or how to contact the Privacy Officer of Facilio. Access requests can be sent to support@facilio.com or privacy@facilio.com via email. We will reply to inquiries for access in a fair amount of time (within 30 days) and at a low or no cost to the user. We also keep track of access denials and unresolved customer issues.

If you have any questions concerning Facilio's Privacy Policy or our information practices, please feel free to reach us.