Compliance & Data Security

At PixelUnits, compliance is not an afterthought. Every agent, every workflow, and every system we operate is built with data security, privacy, and regulatory responsibility in mind. We serve clients across the United States, Australia, Canada, and Ireland — and we take seriously the legal and ethical obligations that come with handling customer interactions and sensitive business data on your behalf.

Our compliance framework is built around four core principles: data protection, operational integrity, confidentiality, and regulatory awareness. These principles govern how we hire, train, and manage agents, how we handle your data, and how we deliver services day to day.

How We Handle Your Data

PixelUnits collects and processes data strictly for the purpose of delivering agreed services. This includes:

• Client business information provided during onboarding
• Customer contact details and service records accessed during call handling
• Call recordings made for quality assurance and training purposes
• CRM entries and operational data updated as part of back-office services

We do not sell, rent, or share client or customer data with any third party for commercial or marketing purposes.

Data Storage and Security

PixelUnits implements the following measures to protect data:

• Role-based access controls — agents only access the data and systems required for their specific function
• Secure, monitored systems for all client platform access
• Call recording storage with restricted access
• Regular internal reviews of data handling practices
• Staff training on data security and confidentiality obligations

Data Retention

Client and customer data processed through PixelUnits services is retained only for as long as required for legitimate business purposes or as outlined in the applicable Service Agreement. Upon termination of the engagement, client data is handled in accordance with agreed data retention and deletion procedures.

Breach Notification

In the event of a suspected or confirmed data security incident involving client or customer data, PixelUnits will notify affected clients promptly and take immediate remedial action.

PixelUnits records calls for quality assurance, training, performance monitoring, and dispute resolution purposes. Clients using PixelUnits for inbound or outbound call handling are responsible for ensuring their customers are appropriately notified of call recording in accordance with the laws of their jurisdiction.

Requirements by Market

Recording consent laws vary by country and region. Below is a summary of requirements in the markets PixelUnits serves:

• United States — Recording consent laws vary by state. Some states require one-party consent; others require all-party consent. Clients are responsible for ensuring their call handling setup complies with applicable state law.
• Australia — Under the Telecommunications (Interception and Access) Act 1979 and relevant state legislation, participants in calls must generally be informed when a call is being recorded.
• Canada — PIPEDA and provincial privacy laws govern the collection of personal information including call recordings. Clients must ensure appropriate consent and notification practices are in place.
• Ireland / EU — GDPR applies to call recordings involving EU/EEA residents. Clients are responsible for establishing a lawful basis for recording and notifying customers appropriately.

PixelUnits acknowledges the following regulatory frameworks applicable to our clients across the four primary markets we serve:

Agent Confidentiality

All PixelUnits agents and staff are required to maintain strict confidentiality with respect to client information, customer data, and any proprietary business information encountered during service delivery. Agents receive confidentiality training during onboarding and are contractually bound to non-disclosure obligations.

System Access Controls

PixelUnits implements role-based access controls for all client systems. Agents are granted access only to the tools and data required for their specific assigned functions. Access is revoked immediately upon the end of an agent's assignment to a client account.

Internal Monitoring

PixelUnits conducts regular internal monitoring of agent activity, call quality, and system usage to ensure compliance with client protocols and internal standards.

Third-Party Tools

Where PixelUnits uses third-party software, communication platforms, or cloud tools to deliver services, we ensure those tools are reputable, secure, and used in accordance with the terms governing client data.

Call Recording and Review

All calls are recorded and stored securely. Team leaders and quality assurance staff conduct regular call reviews to ensure agents are following correct protocols, SOPs, and escalation procedures.

KPI Tracking and Reporting

PixelUnits tracks performance metrics for each client engagement, including call answer rates, booking rates, response times, and escalation frequency. Clients receive regular performance reports with full visibility into how the support team is performing.

Escalation Protocols

Every client engagement includes a documented escalation protocol that defines how urgent, sensitive, or non-standard situations are handled. Agents are trained to follow escalation procedures without exception.

SOP Compliance

All agents operate according to client-specific Standard Operating Procedures developed and approved during onboarding. SOPs are updated whenever client processes change, and agents are retrained accordingly.

Performance Management

PixelUnits conducts regular performance reviews for all agents. Agents who do not meet performance standards are subject to additional coaching, retraining, or reassignment.

PixelUnits offers AI voice technology as an optional add-on for clients who choose to enable it. When activated, it provides agents with a neutral American-accent tone on customer calls to improve communication clarity and reduce accent-related friction.

The AI voice add-on does not alter the substance of conversations, generate autonomous responses, or make decisions on behalf of agents. All calls — with or without the AI voice add-on — are handled by trained human agents who are fully responsible for the content and outcome of every interaction.

PixelUnits is committed to operating with integrity and in accordance with applicable anti-bribery and ethical standards. We prohibit:

• Any form of bribery, kickback, or corrupt payment to or from any person or organization
• Fraudulent misrepresentation of services, capabilities, or outcomes
• Harassment or discriminatory treatment of any person
• Any activity that would violate the legal or ethical standards of the markets we operate in

All PixelUnits staff are expected to report suspected violations of these standards through appropriate internal channels.

While PixelUnits maintains its own compliance framework, clients also carry compliance responsibilities, including:

• Ensuring that customer data shared with PixelUnits has been collected lawfully and with appropriate consent in the client's jurisdiction
• Notifying customers of call recording practices where required by local law
• Ensuring that any outbound calling or follow-up services requested of PixelUnits comply with applicable telemarketing, anti-spam, and consumer protection laws
• Maintaining appropriate data processing agreements where required under GDPR or other applicable regulations
• Keeping PixelUnits informed of any regulatory changes that may affect service delivery requirements

PixelUnits will work collaboratively with clients to ensure service delivery aligns with their compliance requirements. Clients with specific regulatory needs are encouraged to discuss these with the PixelUnits team at the start of the engagement.

Policy Updates

PixelUnits reviews and updates its compliance documentation regularly to reflect changes in applicable laws, regulations, and internal practices. The "Last Updated" date reflects the most recent revision. Material changes affecting active service engagements will be communicated to clients directly.

Compliance Inquiries

If you have any questions about PixelUnits' compliance practices, data handling, or regulatory obligations, please contact us:

• Website: pixelunits.com
• Email: hi@pixelunits.com
• Phone: +1 209 300 5981