Last updated: October 22, 2026
Ground LEVEL is an internal employee workspace operated by Direct Rate, LLC ("we," "us"). This policy covers the Ground LEVEL website and its iOS and Android apps, including the company services available through them. The information and features you can access depend on your role and company permissions.
Access requires an authorized Direct Rate or LEVEL work account provisioned through the company. Ground LEVEL does not offer public self-service account registration and is not a consumer mortgage application. It is not directed to children.
We use this information to authenticate and authorize access, display and update permitted work records, provide support and collaboration, deliver enabled Lena features and notifications, maintain audit trails, prevent misuse, and measure and improve reliability. We do not sell your data or use it for third-party advertising.
When you use Lena, the question, conversation context, permitted work information and feedback needed for the request may be processed by company systems and configured AI providers. Records of requests and actions may be kept for support, security and audit purposes. Voice or dictation features on supported versions may process audio, transcripts and generated speech. Use these features only with information you are authorized to provide; availability does not expand your access rights or the company's approved data-use permissions.
Information is available to authorized company personnel and to providers supporting the services you use. These include Microsoft for identity and enabled email/calendar functions; Vercel for hosting, analytics and performance; Airtable, HubSpot and Neon for business records and support; and Sentry for diagnostics. Enabled infrastructure and file-storage services may use DigitalOcean, Cloudflare and Redis-compatible storage.
Depending on the enabled feature and company configuration, AI and communication processing may use Anthropic, Google AI and other configured model providers, Deepgram for transcription, ElevenLabs for generated speech, Twilio or JustCall for telephony, and Postmark for email delivery. Apple handles iOS push delivery. Not every provider receives every type of information, and not every feature is available on Android.
Content you send to another person is disclosed to the recipients you select. We may also disclose information where required by law, to protect security or legal rights, or for other legally permitted company purposes. We do not share information with third-party advertisers.
We retain account, business, communication, support and audit information for the purposes described here and for applicable employment, mortgage-recordkeeping, security and legal obligations. Retention varies by record and service. Ending access, signing out or uninstalling the app does not automatically delete company records, provider-held records or backups.
You can request access, correction or deletion of information associated with your Ground LEVEL account through our data request process. We verify the request and review which records can be deleted and which must be retained. Company-account deactivation and data deletion are separate actions. Records subject to a legal retention requirement, dispute, security need or other lawful exception may be retained for that purpose.
We use access controls, authenticated sessions, encrypted network connections and safeguards intended to protect the information we process. Work-account authentication is handled through the identity provider; the app stores session information needed to maintain your sign-in. No system can guarantee absolute security.
You can sign out of the app, choose whether to submit optional content, and manage supported notification, microphone or camera permissions in your device settings. The initial Android workspace test does not request microphone, camera, contacts or precise-location permissions. IP-derived approximate location and ordinary network diagnostics are separate from GPS access.
For privacy questions or to request access, correction or deletion, contact support@directrateusa.com. The data request page explains the steps. Do not email passwords or sensitive identity or financial documents with an initial request.
We may update this policy as the workspace or its data practices change. The date above identifies the latest version. Where required, we will provide additional notice or obtain consent.
Direct Rate, LLC · support@directrateusa.com