Law Enforcement Requests

These guidelines are intended for law enforcement officers and government agencies seeking information about Assistable accounts in connection with official investigations. They describe what information may exist, the legal process we require, and how to reach us.

Nothing on this page waives any objection or legal right, creates an enforceable obligation, or constitutes legal advice. We evaluate every request individually and may reject, object to, or seek to narrow requests that are overbroad, vague, or otherwise legally deficient.

Assistable is a software platform that business customers use to build and deploy AI agents that handle conversations over voice calls, SMS, WhatsApp, and web chat. Our customers are businesses, and the people those businesses communicate with are referred to here as recipients.

Assistable is not the recipient's phone company and does not provide the recipient's phone or internet service. The information available from us is limited to what our platform processes and retains for our customers' accounts, and it may differ from the records held by a telecommunications carrier.

Under our Terms of Service at /terms, customers are the caller and sender of record for the communications they initiate and are responsible for complying with the laws that apply to those communications, including the Telephone Consumer Protection Act (TCPA). As part of operating the platform, we also maintain compliance and integrity controls such as A2P 10DLC campaign registration, do-not-call scrubbing, honeypot detection, and KYC review of accounts.

The records that exist for any given account depend on the products in use and on the customer's configuration and retention settings. We do not represent that any particular record exists for any account, and we produce records only in response to legal process that is valid for the category requested. Subject to those limits, the following categories may be available:

• Account and billing records, such as the customer's business name, account contact details, information collected during KYC review, and pay-as-you-go billing or enterprise agreement records.
• Usage records, such as call and message metadata, including originating and receiving numbers, timestamps, call durations, and message counts.
• Registration and compliance records, such as A2P 10DLC campaign registration details associated with a customer's messaging.
• Content of communications, such as call recordings, transcripts, or message bodies, only where the customer's retention settings caused that content to be retained and it still exists when we receive valid legal process.

Except for the emergency disclosures described below, we disclose customer information only in response to valid legal process issued under United States law and properly served on Assistable Machine Learning, Inc. Depending on the category of information sought, the appropriate process may be a subpoena, a court order, or a search warrant, and the content of communications generally requires a search warrant. Requests that are overbroad, that lack the details below, or that seek records we do not hold may be rejected, objected to, or narrowed.

Every request should:

• Be issued by a court or agency with jurisdiction and be signed as required by law.
• Be addressed to Assistable Machine Learning, Inc.
• Identify the account or the phone numbers at issue with as much specificity as possible.
• State a reasonable and specific date range for the records sought.
• Be presented on agency letterhead and include the name, agency, and official contact information of the requesting officer or agent so we can verify the request.

Legal process and related correspondence should be sent by email to [email protected] with the subject line "Law enforcement request". Please attach the legal process and any supporting documentation to the email.

Our acceptance of service by email is a courtesy for the convenience of requesting agencies. It does not waive any objection, including objections to jurisdiction or proper service, and it does not relieve an agency of any formal service requirement that applies. We review requests promptly and respond without undue delay.

General questions that do not involve legal process can be sent through our contact page at /contact.

Consistent with 18 U.S.C. 2702, we may voluntarily disclose information to a governmental entity where we believe in good faith that an emergency involving danger of death or serious physical injury to a person requires disclosure without delay. We evaluate each emergency request individually, and disclosure under this provision is voluntary.

To submit an emergency disclosure request, email [email protected] with the subject line "Law enforcement request" and clearly mark the message as an emergency. The request should come from an official agency email address and include:

• The identity, agency, and contact information of the requesting officer or agent.
• A description of the nature of the emergency, including the risk of death or serious physical injury.
• An explanation of why normal legal process is insufficient given the urgency.
• The specific information sought and how it relates to the emergency, including any account or phone numbers at issue.

Upon receipt of a valid preservation request from a law enforcement agency, we will take reasonable steps to preserve the identified records that exist at the time of the request, pending issuance of legal process, consistent with the Stored Communications Act.

A preservation request should identify the account or numbers at issue and the categories of records to be preserved, and it should be submitted the same way as other requests. Preservation does not by itself authorize disclosure, and it does not create records that were not already retained. If we do not receive legal process within the period required by law, preserved records may be handled under our normal retention practices.

Our policy is to notify the affected customer of a request for their information before disclosure, unless we are legally prohibited from doing so, for example by a court-ordered nondisclosure requirement, or unless we believe in good faith that notice would create a risk of harm to a person, compromise an investigation, or risk the destruction of evidence.

Where notice is delayed for one of these reasons, we may provide it after the restriction expires or the risk has passed.

Assistable Machine Learning, Inc. is a United States company, and we require valid United States legal process before disclosing customer information.

Law enforcement and government agencies outside the United States should submit requests through a mutual legal assistance treaty (MLAT) or letters rogatory so that valid United States legal process is issued to Assistable through the appropriate channels. We do not respond directly to legal process issued solely under foreign law.

This page is part of a broader set of policies that describe how the Assistable platform operates and how we handle data:

• Our Terms of Service at /terms, which govern customer use of the platform.
• Our Privacy Policy at /privacy, which describes how we collect and use personal information.
• Our Data Processing Addendum at /dpa, which governs our processing of personal data on behalf of customers.
• Our Acceptable Use Guidelines at /acceptable-use and our Fair Use Policy at /fair-use, which describe permitted and prohibited use of the platform.
• Our abuse reporting page at /report-abuse, for reports of unwanted calls or messages from recipients or members of the public.
• Our trust page at /trust, which describes our security practices.
• Our contact page at /contact, for general inquiries.