1. Who we are
ERPISP (the "Platform") is a business management system (ERP) for internet service providers, with a WhatsApp customer service and chatbot module. The Platform is developed and operated by ECTK SOLUTIONS & CLOUD S.A.S., tax ID (RUC) 1793223300001, located at Calle Leonidas Plaza, piso 17, Barrio San Andrés, Quito, Ecuador ("ECTK", "we").
2. Our role
Under Ecuador's Personal Data Protection Law (LOPDP):
- Each internet service provider that subscribes to the Platform (the "Customer") is the data controller for the data of its subscribers and contacts.
- ECTK acts as data processor: we process that data only on the Customer's behalf, following its instructions, to provide the contracted service.
- ECTK is the controller only for the data of each Customer's administrator users (for example, name and email used to log in).
If you are a subscriber of an internet provider, please contact that provider first. You may also write to us and we will forward your request.
3. Data we process
- Customer account data: company name, tax ID, and the name, email and phone number of administrators and agents.
- Customer's subscriber and contact data: name, WhatsApp number, service address, contract and billing data, support history and work orders.
- WhatsApp message content: text, images, audio, documents and locations sent by contacts to the Customer's number, and the replies from the chatbot or agents.
- Customer's WhatsApp Business Account data: account and phone number IDs, message templates, quality rating and access tokens granted by Meta.
- Technical data: IP addresses, access and activity logs needed for security and support.
4. How we use data
- To provide the ERP and the WhatsApp module: receive and send messages, run the chatbot, route conversations to agents and record support activity.
- To send, on the Customer's instruction, Meta-approved template messages (payment reminders, scheduled outages, technician visit confirmations and similar) to contacts who have opted in with the Customer.
- To manage message templates and the settings of the Customer's WhatsApp account.
- To provide technical support, keep the service secure and comply with legal obligations.
We do not sell personal data or use it for our own advertising.
5. Legal basis
We process data to perform our contract with the Customer, on the Customer's instructions as controller, for our legitimate interest in service security, and to comply with legal obligations. The Customer is responsible for obtaining its contacts' consent to be contacted via WhatsApp.
6. WhatsApp and Meta
The Platform connects to the WhatsApp Business Platform (Cloud API) of Meta Platforms, Inc. Customers connect their own WhatsApp Business Account through Meta's official Embedded Signup flow and can revoke our access at any time in Meta Business Suite. Messages travel through Meta's infrastructure and are also subject to WhatsApp and Meta policies. We only access accounts that Customers explicitly share with our app.
7. Artificial intelligence
To generate automated replies, the chatbot may send message content and the necessary conversation context to the AI provider configured by the Customer: OpenAI, Groq, DeepSeek, Together or another compatible provider, or a local model running on the Customer's own network. These providers act as sub-processors and process the data to generate the reply, under their API terms of use. The same kind of providers may be used to transcribe voice notes and read payment receipts (OCR). The chatbot also works without AI: the Customer can disable it and use only predefined flows or human agents.
8. Who we share data with
- Meta Platforms, Inc., to send and receive WhatsApp messages.
- The AI provider configured by the Customer (OpenAI, Groq, DeepSeek, Together or other), for automated replies, voice transcription and receipt reading.
- Hosting and infrastructure providers, to operate the Platform.
- Authorities, when required by law or court order.
We do not share data with other third parties without the Customer's instruction.
9. International transfers
Data is hosted on our own servers in Ecuador. Meta and the AI provider configured by the Customer may process data outside Ecuador, mainly in the United States or in each provider's country. These transfers are made to provide the service, with the contractual safeguards those providers offer, in accordance with the LOPDP.
10. Retention
We keep data while the Customer's contract is active. When it ends, the Customer may request an export of its data. We then delete it within 90 days, except what the law requires us to keep (for example, tax records). WhatsApp access tokens are deleted as soon as the Customer disconnects its number or revokes access.
11. Security
We use encryption in transit (HTTPS/TLS), encrypted storage of access tokens, role-based access control, data separation between Customers, audit logs, backups and firewalls. No system is infallible; if a breach affects personal data, we will notify the Customer and the authority within the terms set by the LOPDP.
12. Your rights
You may exercise your rights of access, rectification, deletion, objection, portability and restriction of processing. If you are a Customer's subscriber, contact your internet provider or write to privacidad@ecuatek.net; we will answer or forward your request within 15 days. You may also file a complaint with Ecuador's Superintendency of Personal Data Protection.
13. Data deletion instructions
- Customers (internet providers): disconnect your number in the Platform or remove our app's access in Meta Business Suite, then email privacidad@ecuatek.net with the subject "Data deletion".
- Contacts and subscribers: email privacidad@ecuatek.net with your WhatsApp number and the name of your internet provider. We will coordinate with the Customer to delete your messages and data.
We will confirm the deletion by email.
14. Children
The Platform is intended for businesses and is not directed at anyone under 18.
15. Changes
We may update this policy. We will post the new version on this page with its date and notify Customers of material changes.
16. Contact
ECTK SOLUTIONS & CLOUD S.A.S. · Calle Leonidas Plaza, piso 17, Barrio San Andrés, Quito, Ecuador · privacidad@ecuatek.net