1. Introduction

This SMS Privacy Policy describes how LoomFuse (“we,” “our,” or “us”) collects, uses, and protects personal information in connection with our SMS messaging service. Our SMS service is powered by Twilio and is used exclusively to deliver system monitoring and infrastructure alerts generated by Grafana to authorized internal employees who have voluntarily opted in to receive such messages.

This policy applies solely to the SMS alert functionality of the LoomFuse platforms, deployed at loomfuse.com.

2. Purpose of SMS Messaging

Our SMS messaging service exists for a single, narrowly defined purpose: to deliver time-sensitive operational alerts from our Grafana monitoring system to internal team members. These alerts notify recipients of critical infrastructure events including, but not limited to:

Application health failures and service outages
High CPU or memory utilization on production infrastructure
Abnormal container restart counts
Deployment failures
Worker heartbeat loss or scheduled job failures
Database connectivity issues

SMS messages are triggered automatically by Grafana alert rules and delivered through the Twilio API. No marketing, promotional, advertising, or sales-related messages are sent through this service at any time.

3. Consent and Opt-In

Participation in the SMS alert service is entirely voluntary. Recipients must provide explicit, affirmative consent before any SMS messages are sent to their phone number. The opt-in process requires the following:

Affirmative Request: The employee must explicitly request to receive SMS alerts by providing their mobile phone number to a system administrator.
Acknowledgment: The employee acknowledges that standard message and data rates from their mobile carrier may apply.
Scope Understanding: The employee understands that messages are limited to infrastructure monitoring alerts and are not used for any other purpose.

No employee is required to opt in as a condition of employment, and opting out will not affect their role, responsibilities, or standing within the organization.

4. Opt-Out and Message Cessation

Recipients may opt out of SMS alerts at any time through any of the following methods:

Replying STOP to any SMS message received from our service
Contacting a system administrator and requesting removal
Sending an email to the designated privacy contact listed in this policy

Upon receipt of an opt-out request, we will remove the recipient’s phone number from the Grafana alert contact point configuration within one (1) business day. No further SMS messages will be sent after removal is complete. Confirmation of removal will be provided to the employee upon request.

5. Data We Collect

The SMS alert service collects and processes a minimal set of personal data, strictly limited to what is necessary to deliver alert messages. The following table details all data elements involved:

6. How We Use Your Data

Personal data collected through the SMS alert service is used exclusively for the following purposes:

Delivering infrastructure monitoring alerts from Grafana to opted-in recipients via Twilio
Maintaining an accurate list of current SMS alert recipients for administrative purposes
Troubleshooting delivery failures or service disruptions related to the SMS alert pipeline

We do not use your phone number or any associated data for marketing, advertising, promotional communications, analytics profiling, behavioral tracking, or any purpose unrelated to the delivery of operational alerts.

7. Third-Party Data Sharing

We do not sell, rent, lease, trade, or otherwise disclose your personal information to any third parties. Your data will not be shared with third parties or affiliates for marketing or promotional purposes.

The only third-party service that processes your phone number is Twilio, Inc., which serves as our SMS delivery provider. Twilio processes your phone number solely for the purpose of transmitting alert messages on our behalf and is bound by their own privacy policy and data processing agreements. We do not authorize Twilio to use your information for any purpose other than message delivery.

In summary, your information is never shared with third parties for marketing purposes, and no consent or data is sold to third parties.

8. Data Retention

We retain your phone number in our alert configuration only for as long as you remain opted in to the SMS alert service. Upon opt-out or termination of employment, your phone number is removed from the alert system within one (1) business day.

Twilio retains message delivery logs in accordance with their own data retention policies. We do not independently store or archive SMS message content beyond what Twilio maintains as part of standard service operations.

9. Data Security

We implement reasonable administrative, technical, and physical safeguards to protect personal information associated with the SMS alert service, including:

Phone numbers are stored in Grafana alert contact point configurations, which are access-controlled and restricted to authorized system administrators
Communication between our infrastructure and the Twilio API is encrypted in transit via TLS/HTTPS
Twilio API credentials (Account SID and Auth Token) are stored as encrypted environment variables and are never exposed in application code or logs
Access to the Grafana administrative interface is restricted through authentication and role-based permissions

10. Message Frequency and Costs

Message frequency varies based on the health of our production infrastructure. Under normal operating conditions, recipients should expect to receive very few messages. During periods of infrastructure instability, message frequency may temporarily increase.

Standard message and data rates imposed by your mobile carrier may apply. LoomFuse does not charge recipients for SMS messages received through this service.

11. Children’s Privacy

This SMS service is available only to internal employees of the organization. It is not directed at, available to, or intended for use by individuals under the age of 13. We do not knowingly collect personal information from children.

12. Changes to This Policy

We reserve the right to update or modify this SMS Privacy Policy at any time. If material changes are made, we will notify current SMS recipients via email or through the LoomFuse platform prior to the changes taking effect. The “Effective Date” at the top of this document indicates when this policy was last revised.

13. Contact Information

If you have questions, concerns, or requests related to this SMS Privacy Policy or your personal data, please contact us at:

LoomFuse

Email: privacy@loomfuse.com

Website: www.loomfuse.com

This policy is provided to satisfy Twilio’s requirements for SMS messaging services and to comply with applicable telecommunications regulations.