Privacy Policy

Esaote India (Ns) Limited · Service Desk WhatsApp Assistant
Last updated: 14 October 2026

This policy explains how Esaote India (Ns) Limited ("we", "us") handles personal information when you contact our service desk on WhatsApp to report an equipment fault, ask about a service visit, or send a service report.

1. Who we are

Esaote India (Ns) Limited provides sales and after-sales service for medical imaging equipment in Tamil Nadu and Kerala, India. Our service desk uses an automated assistant, together with our staff, to log and follow up service requests.

2. What we collect

• Your WhatsApp phone number and the name shown on your WhatsApp profile.
• The messages, photos and documents you send us, such as fault descriptions, equipment details and signed service reports.
• Business details you give us, such as your hospital or clinic name, site address and equipment model or serial number.

We do not ask for, and you should not send us, patient names, medical records or patient images.

3. How we use it

• To record and track service requests and breakdown tickets.
• To assign and inform our service engineers and managers.
• To follow up on, escalate and close service requests, including checking signed service reports.
• To schedule and track preventive maintenance and contract (AMC/CAMC) services.
• To improve the quality and speed of our service.

4. Automated processing

Our service desk assistant uses artificial intelligence to read incoming messages and attachments and to prepare replies and ticket records. Our staff can review and correct what it records. Critical issues are escalated to our managers.

5. Who we share it with

We do not sell your personal information. We share it only with:

• Our own staff and service engineers who need it to handle your request.
• Service providers that operate the technology we use, including Meta Platforms (WhatsApp Business Platform), Supabase (secure data hosting), Google (our service tracker spreadsheet and file handling) and Anthropic (the AI service that processes message text and attachments). These providers process data on our behalf.
• Authorities, where we are required to do so by law.

Messages sent through WhatsApp are also subject to WhatsApp's own terms and privacy policy.

6. How long we keep it

We keep service records, including signed service reports, for as long as needed to support the equipment, meet warranty and contract obligations, and comply with legal and accounting requirements. After that, we delete or anonymise them.

7. Security

We store data with access controls and encryption in transit, and we limit access to people who need it. No method of transmission or storage is completely secure, but we take reasonable steps to protect your information.

8. Your choices and rights

You may ask us to tell you what information we hold about you, correct it, or delete it where the law allows. You can stop messaging us at any time. To make a request, email us at the address below.

9. Contact

Esaote India (Ns) Limited
Email: guru@esaoteindia.com

10. Changes

We may update this policy from time to time. The date at the top shows when it was last changed.