Privacy Policy

Last Updated: July 2025

Welcome to VICIdial Cloud. Your privacy and data security are our highest priorities. This Privacy Policy explains how we collect, use, share, and protect personal information when you use our cloud-hosted VICIdial call-center platform.

1. Information We Collect

1.1 Account & Profile Data

Contact Information: Name, business email, phone number, mailing address
Account Credentials: Username, password, user roles

1.2 Usage & Technical Data

System Logs: Login timestamps, IP addresses, user agent strings
Platform Activity: Campaign creation, call-routing configurations, dashboard interactions

1.3 Call Recordings & Transcripts

Voice Recordings: Inbound, outbound, and blended calls (with your consent)
Transcriptions & Analytics: Speech-to-text data used for quality monitoring and reporting

1.4 Integration Data

CRM & Third-Party Feeds: Data synchronized via API or Zapier integrations (e.g., customer names, lead statuses)

1.5 Cookies & Tracking

Cookies: Session cookies, persistent cookies for “Remember Me,” and performance cookies for analytics
Web Beacons & Pixel Tags: Used to measure feature usage and improve our WebRTC dashboard

2. How We Use Your Data

Platform Delivery & Support: To authenticate users, manage accounts, and provide technical support
Service Improvement: To analyze usage patterns, optimize features, and troubleshoot issues
Compliance & Security: To enforce STIR/SHAKEN caller-ID, DNC scrubbing, and geo-firewall rules
Reporting & Analytics: To generate real-time dashboards, scheduled reports, and performance insights
Notifications & Updates: To send product announcements, policy changes, or critical system alerts

3. Data Sharing & Disclosure

With Your Organization: Administrators and authorized managers within your account can view user, call, and report data.
Service Providers: We may share data with trusted partners (hosting providers, backup services, transcription engines). All partners are bound by confidentiality agreements and maintain industry-standard security.
Legal Requirements: We will disclose data when required by law or to protect our rights and safety, or that of our users.

4. Data Retention

Call Recordings & Transcripts: Retained for up to 12 months by default (configurable per account).
Account & Usage Logs: Stored for up to 24 months to support audits and compliance.
Deletion Requests: You may request account deletion at any time; all associated personal data and recordings will be deleted within 30 days, unless retention is required by law.

5. Cookies & Tracking Technologies

We use cookies and similar technologies to:

Keep you logged in securely
Remember your user preferences
Track feature usage for platform improvements
Deliver analytics via third-party tools (e.g., Google Analytics)

You can manage or disable cookies in your browser settings, but some features may require cookies to function.

6. Security Measures

Encryption: All data in transit is secured via SSL/TLS; at-rest data (backups, recordings) is encrypted on our servers.
Access Controls: Role-based permissions, multi-factor authentication (optional), and root-user isolation per instance.
Network Protections: Geo/IP firewalls, real-time DNC scrubbing, and automated intrusion detection.
Regular Audits: Quarterly security reviews, penetration testing, and automated backups to AWS S3.

7. Your Rights & Choices

Access & Correction: You can view and update your profile data within the platform at any time.
Data Portability: Export account, call-recording metadata, and reports via CSV or API.
Consent Withdrawal: You may disable call recording or transcription for specific campaigns.
Account Deletion: Submit a deletion request to support@vicidialcloud.com, we’ll remove your data within 30 days.

8. Children’s Privacy

Our service is intended for business use and not directed to children under 16. We do not knowingly collect personal data from minors.

9. Changes to This Policy

We may update this Privacy Policy to reflect changes in our practices, legal requirements, or new features. We’ll post the revised date above and notify account administrators of material changes via email.

10. Contact Us

If you have questions or concerns about this policy or data handling, please reach out:

Email: support@vicidialcloud.com
Address: VICIdial Cloud, 1234 Tech Drive, Suite 500, Anywhere, USA

Thank you for trusting VICIdial Cloud with your data. We’re committed to keeping your contact-center information secure, compliant, and always under your control.