NextOnCall (“we,” “us,” “the Service”) is operated by Next on Call, LLC (“the Company”). This Privacy Policy explains what personal information the Service collects, how we use it, who we share it with, and the choices and rights you have. By using NextOnCall you accept this Policy. If you don’t agree, please don’t use the Service.
If you have questions, contact us at contact@nextoncall.com.
1. Who is covered
NextOnCall is a B2B SaaS platform. Two kinds of people interact with us:
- Account administrators — people who sign up at nextoncall.com to manage on-call routing for their team. They use the web dashboard.
- Providers — on-call personnel (e.g. healthcare providers, technicians) added to an account by an administrator. Providers use the mobile app and may answer routed calls.
This Policy covers both groups. Where we say “you,” we mean either group unless we specify.
NextOnCall is currently offered as a general-purpose call-routing and scheduling service. It is not currently offered as a HIPAA Business Associate service, and we do not enter into Business Associate Agreements (BAAs) at this time. Organizations subject to HIPAA are responsible for evaluating whether their intended use requires a BAA before transmitting Protected Health Information (PHI) through the Service. See Section 10.
2. What we collect
2.1 Information you provide
- Account profile data — first name, last name, role, email address (administrators only), phone number.
- Authentication credentials — for administrators, a one-way hashed password (we never see or store the plaintext). For providers, no password — we authenticate via SMS one-time code sent to the registered phone number.
- Schedule data — on-call shift assignments.
- Coverage and swap requests — text notes you provide when asking another provider to take or trade a shift.
- Caller notes — free-text notes you choose to attach to incoming calls during or after a call.
- Schedule change email addresses — up to five email addresses a practice administrator chooses to be told when a shift changes hands in the app (see Section 4).
- Billing details — for paying accounts, billing address. We use a third-party payment processor (Stripe) to handle card data; we do not store full card numbers on our servers.
2.2 Information collected automatically
- Mobile push notification token — when you allow notifications on the mobile app, we store a device-specific token issued by Apple, Google, or Expo so we can deliver alerts.
- Call metadata — for every call routed through the Service: caller phone number, destination number, the provider’s number it was forwarded to, call status (answered/missed/busy/failed), call duration in seconds, and timestamp.
- SMS metadata — when we send a one-time login code, we record the destination number, time sent, and delivery status.
- Authentication tokens and session data — opaque tokens we issue when you log in, plus standard server logs (IP address, timestamp, user agent) for security and abuse prevention.
- Device characteristics — operating system, app version, language preference. Used to render the app correctly and triage support tickets.
2.3 Call audio and voicemail
NextOnCall does not record live calls. We log that a call happened and how long it was. The audio of a connected call is carried by Twilio in real time and is not stored.
Voicemail. If a practice turns on voicemail (Settings → Call Handling) and nobody answers a call, the caller can leave a message of up to two minutes. Twilio records the message and transcribes it. We keep the transcript, the message’s length and a link to the recording with the call record; the recording itself is stored by Twilio. The provider the call was routed to can play the message in the app, and the practice’s administrators and web users can play it from the web dashboard. A practice that chooses “play a message and hang up” instead has nothing recorded.
2.4 Children
NextOnCall is not intended for use by anyone under 16 years of age, and we do not knowingly collect data from anyone under that age.
3. How we use the information
We use what we collect to:
- Provide the core service — routing calls and SMS to whoever is on call; taking voicemail when a practice has turned it on; sending shift-start, swap-request, voicemail and incoming-call notifications; emailing schedule changes to the addresses a practice chooses.
- Authenticate you — verifying SMS one-time codes; issuing API tokens; preventing brute-force attempts.
- Operate the platform — billing, customer support, troubleshooting, security monitoring.
- Improve the product — analyzing aggregated, de-identified usage to understand which features matter and what’s slow or broken.
- Comply with legal obligations — responding to lawful requests, defending against fraud, complying with tax law.
We do not use your personal data to train any AI model. We do not sell your personal data. We do not share data with advertisers.
4. Who we share information with
We share data only with the following categories of recipients, only to the extent each one needs to do their job:
| Recipient | What they receive | Why |
|---|---|---|
| Twilio Inc. | Phone numbers, call status, the audio of live calls (in transit only), voicemail recordings and transcripts, SMS contents (one-time code messages) | Voice routing, voicemail recording and transcription, and SMS delivery |
| Microsoft (Microsoft 365) | Recipients’ email addresses and the emails we send (invitations, password resets, account notices, schedule change emails) | Email delivery |
| Email addresses a practice chooses | Schedule change emails: the providers’ names, the shift’s days and times, and the practice’s name. Sent when a provider accepts a coverage request or confirms a swap in the app. A practice administrator picks the addresses (up to five, which can be outside the practice) and can turn these emails off at any time. | Telling the practice’s chosen contacts when a shift changes hands |
| Expo / Apple Push (APNs) / Google FCM | Push notification tokens, the notification payload (alert title and body — kept minimal, never PHI) | Push delivery to your device |
| Stripe (paying accounts) | Billing email, address, payment method | Subscription billing |
| Our hosting provider | All application data at rest | Hosting and database |
| Lawful authorities | Whatever a valid court order or subpoena compels | Legal compliance |
We require each of these to handle data appropriately and, where applicable, we have signed standard data processing addenda with them.
5. How long we keep it
- Account data — for as long as your account is active, plus 30 days after account closure for recovery.
- Call metadata — 2 years from the date of the call.
- SMS one-time codes — 15 minutes from generation, then deleted regardless of whether they were used.
- Push notification tokens — until you log out, uninstall the app, or the token expires. Cleared server-side on logout.
- API tokens — until expiry (30 days) or logout, whichever is sooner.
- Caller notes — for as long as the associated call record exists.
- Voicemail recordings and transcripts — for as long as the associated call record exists (2 years from the date of the call).
- Schedule change emails — our copy, kept so the email can be sent and retried, is deleted after 30 days. Emails already delivered stay in the recipients’ mailboxes, which we don’t control.
- Billing records — 7 years, as required by tax law.
- Server logs — 90 days.
After the retention window, we either delete the data or de-identify it so it can no longer be tied to you.
6. Your rights
Subject to applicable law, you can ask us to:
- Access the personal data we hold about you.
- Correct information that’s wrong.
- Delete your data (“right to be forgotten”).
- Export your data in a portable format.
- Restrict or object to certain processing.
- Withdraw consent where we relied on consent (e.g. push notifications).
To exercise any of these, email contact@nextoncall.com. We aim to respond within 30 days.
7. Push notifications
The mobile app uses push notifications to deliver shift-start alerts and incoming-call escalations. You control these in two places:
- Your device’s system settings — turn off “Allow notifications” for the NextOnCall app at any time.
- In-app preferences — the app’s Settings screen has toggles for Push Notifications, Override Volume, Dark Mode, and shift-start lead time.
On iOS, NextOnCall delivers alerts as standard push notifications, which follow your device’s sound and Focus settings. On Android, on-call alerts use a high-priority notification channel that can bypass Do Not Disturb where your device settings allow it. While you are on call, please make sure your notification settings allow NextOnCall alerts to be audible.
8. Security
We use industry-standard measures to protect your data, including:
- All web traffic over HTTPS with TLS 1.2+.
- Passwords stored using a one-way hash (bcrypt).
- API tokens stored only as SHA-256 hashes server-side; the raw token is shown to you once at issuance.
- On the mobile app, the Bearer token is stored in the OS-provided keychain (iOS Keychain / Android Keystore).
- Database access restricted to the application server.
- Regular security review of dependencies and configuration.
No system is perfectly secure. If we ever experience a data breach that affects you, we’ll notify you and the relevant authorities as required by law.
9. Cookies and similar technologies
The web dashboard uses session cookies (PHPSESSID) to keep you logged in. We do not use third-party advertising or tracking cookies. The mobile app does not use cookies.
10. HIPAA and Business Associate Agreements
NextOnCall does not currently offer Business Associate Agreements, and the Service is not currently offered for uses that require one. If your organization is a HIPAA-Covered Entity, do not use the Service to transmit Protected Health Information (PHI) — for example, in caller notes — unless and until a BAA is in place between your organization and the Company.
The Service is designed to minimize the sensitive data it handles: we do not record live calls, voicemail is recorded only when a practice turns it on, and push notifications carry only what an alert needs (for call and voicemail alerts, the caller’s phone number and the message’s length) — never the content of a call, a voicemail or a caller note.
HIPAA/BAA support is planned for a future release. If your organization requires a BAA, contact us at contact@nextoncall.com and we will notify you when it becomes available.
11. Changes to this Policy
We’ll update this Policy as the Service changes. The “Last updated” date at the top reflects the most recent change. If we make a material change, we’ll notify you via email (for administrators) and an in-app banner (for providers) at least 14 days before it takes effect.
12. Contact
If you have any questions about this Policy or want to exercise your rights:
- Email: contact@nextoncall.com