Privacy policy

Who we are

Sentra 311 is provided by Computer Systems Plus, Inc. (“CSP”), 2134 North Fine Ave, Fresno, CA 93727. Cities that use Sentra 311 (“customers”) decide how residents’ requests are handled; CSP processes that data on their behalf.

Information from residents

• What you report: the request type, location, description, answers and photos
• Contact details you choose to give (name, email, phone) to receive updates
• If you sign in: your email, saved places and the requests you filed or followed
• Chat conversations, when you use the chat

Information from city staff

• Name, email, role and department
• Actions taken on requests (the timeline and audit log)
• Location, only if a field worker turns on location sharing and the city has enabled it

Analytics

In the city portals, report pages and apps, Sentra 311 counts visits without cookies and without storing IP addresses, browser details or names. Unique visitors are counted with a code that changes every day and can’t follow a person across days. Browsers that send Do Not Track or Global Privacy Control are counted as visits only. Cities can turn analytics off.

On this marketing website (sentra311.com only), we use Google Analytics to understand which pages are useful. It sets cookies and Google receives your IP address and browser details; see Google’s privacy policy. You can block it with your browser’s privacy settings or Google’s opt-out add-on. It is never loaded on city pages or in the apps.

How information is used

• To route, work and close requests and to tell residents about them
• To show public pages without personal details
• To keep the service secure and working

We do not sell personal information and do not use it for advertising.

AI processing

Some features send the minimum needed to Anthropic’s Claude: a photo or description for request type suggestions, chat messages, chat summaries, translation drafts of request type names, and staff help questions. See subprocessors.

How long we keep it

• Requests and their history: for as long as the city keeps its account, then per the city’s instructions
• Chat transcripts: 90 days by default (set by the city); summaries and counts are kept after the text is deleted
• Field worker locations: per the city’s setting (default: trail 7 days, last known position 24 hours)
• Raw analytics events: 30 days, then daily totals only
• Backups: 30 days

Sharing

With the city you reported to, and with the subprocessors that run the service. Public pages show requests without names, contact details or house numbers.

Your choices and rights

Residents can report without an account, choose not to receive updates and ask the city to access or delete their information. Contact your city, or email [email protected] and we will forward your request to the city.

Children

Sentra 311 is not directed to children under 13.

Changes

We will post changes here with a new date.