Privacy Policy

Last updated: July 8, 2026

The MPW Coaching Platform (the "Platform") is operated by REAP Connections LLC ("we," "us") for the City of Marietta Board of Lights and Water d/b/a Marietta Power & Water ("MPW"). This policy explains what information the Platform collects, how it is used, and how it is protected. The Platform is an internal tool for authorized MPW staff — it is not open to the public and there is no self-service sign-up.

1. Information we collect

Account information — name, work email, role (administrator or supervisor), and a securely hashed password.
Agent performance data — call-center KPIs (e.g., calls handled, talk/hold time, Not Ready time and reason-code breakdown, login/sign-out times) imported from MPW's reporting system.
Coaching records — 1:1 session notes, intentions, questions, and action items created by supervisors.
Team feedback — responses to anonymous team surveys. These are stored without any respondent identity — we do not record who submitted a response.
Technical & security data — login timestamps, session tokens, and IP address / failed-login counts used solely to secure accounts.

2. How we use information

To provide the Platform — importing KPIs, preparing and logging 1:1s, tracking follow-through, and generating leadership oversight and feedback summaries.
To secure the service (authentication, rate-limiting, abuse prevention).
To send transactional emails (account invitations, password resets) via our email provider.

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

3. How information is shared

Platform data belongs to MPW and is accessible only to MPW's authorized users and to REAP Connections personnel supporting the service. We share information only with service providers necessary to run the Platform — our hosting provider and our email delivery provider (SendGrid) — and only as needed to operate it. We may disclose information if required by law.

4. How information is protected

All traffic is encrypted in transit over HTTPS.
Passwords are stored using industry-standard one-way hashing (bcrypt) — never in plain text.
Access is role-based and invitation-only; sessions use secure random tokens with expiration.
The database is isolated to this application with restricted credentials.

5. Data retention

Information is retained for the duration of MPW's engagement with REAP Connections. On termination, or at MPW's written request, we will delete or return MPW's data within a reasonable period, except where retention is required by law.

6. Your choices

Because the Platform is administered by MPW, requests to access, correct, or delete an individual's information should be directed to MPW's Platform administrator, who can act on them in the app or ask us to assist.

7. Changes to this policy

We may update this policy from time to time. Material changes will be communicated to MPW, and the "Last updated" date above will reflect the revision.

8. Contact

Questions about this policy or your data: info@reapconnections.com.

This document is a good-faith template provided for MPW's engagement and is not legal advice. REAP Connections and MPW should have it reviewed by counsel before formal reliance.