Legal, privacy and POPIA

Privacy

This section is about the Service Bear website. The way we handle recordings and personal information for paying clients is set out in the operator agreement and the POPIA pack we provide at onboarding, and summarised under POPIA below.

What this website collects

• Nothing is required to browse the site. We do not use advertising or tracking cookies.
• If you email us, for example to book a demo, we receive your email address and whatever you choose to tell us. We use it only to reply and to follow up about Service Bear.
• Our hosting provider keeps standard server logs (such as IP address and the pages requested) for security and to keep the site running. These are not used to identify you.

How we use and share it

We use the details you send us to respond to your enquiry. We do not sell your information. We share it only with the service providers that help us run the business (for example our email and hosting providers), and only as far as they need it to do that work.

Your choices

You can ask us what information we hold about you, ask us to correct it, or ask us to delete it. Email servicebear@digiphyte.com and we will action it.

POPIA

Service Bear records real people at work, so we treat privacy as part of the product, not fine print. Our approach is built to be lawful from the first shift and fair to staff.

How we record lawfully

• Notice from day one. Every site ships with signage and a spoken disclosure, so customers and staff are told that recording happens before it starts.
• Staff consent on file. Consent forms are part of the pack we set up with each client.
• A lawful basis. Recording for quality and training rests on the legitimate interest of the business, balanced against the rights of the people recorded, with clear notice given.

How we handle the information

• A person always decides. The AI only suggests a score. Every flag is reviewed by a human before it means anything. Speech-to-text can mishear, so no one is judged on a transcript alone.
• Processed in South Africa. Recordings are processed on hardware we run, in the country, and deleted once they have been scored.
• Logged access. Every time someone opens a recording or reviews a flag, it is recorded, so a client can always show who saw what, and when.
• Operator role. For client recordings, the client is the responsible party and Service Bear acts as the operator under a written operator agreement, as POPIA requires.

To reach our Information Officer, or to raise a POPIA question or complaint, email servicebear@digiphyte.com. You also have the right to complain to the Information Regulator of South Africa.

Terms of use

These terms cover your use of this website. The commercial terms for the Service Bear product are set out in the agreement we sign with each client.

• The content on this site is provided for general information about Service Bear. We keep it accurate as far as we reasonably can, but it does not form a contract or a promise of a particular result.
• The Service Bear name, the crest, the text and the design of this site belong to DigiPhyte (Pty) Ltd. Please do not copy or reuse them without permission.
• Where this site links to other services, we are not responsible for their content.
• These terms are governed by the law of South Africa.

Questions about anything on this page: servicebear@digiphyte.com.