Privacy Policy for Call24

Introduction

This Privacy Policy describes how Call24 ("we", "our", or "the app") collects, uses, and shares information when you use our mobile application. Call24 is a VoIP (Voice over Internet Protocol) contact center application designed for customer support teams.

Information We Collect

1. Personal Information

• Account Information: Name, email address, phone number, user ID
• Contact Information: Access to your device contacts (with permission)
• Call Records: Call history, duration, timestamps, call recordings
• Authentication Data: Login credentials, session tokens

2. Device Information

• Device model, operating system version
• Unique device identifiers
• IP address
• Network information (WiFi, mobile data)

3. Usage Data

• Call logs and statistics
• Task and activity logs
• App usage patterns
• Performance and crash data

4. Permissions Required

Android Permissions

• RECORD_AUDIO / Microphone: Required for VoIP calls
• READ_CONTACTS / WRITE_CONTACTS: To access and manage contacts
• READ_PHONE_STATE: To manage call states and handle incoming calls
• INTERNET: For VoIP communication
• ACCESS_NETWORK_STATE: To check network connectivity
• CAMERA: For profile pictures or document scanning (optional)
• READ_EXTERNAL_STORAGE / WRITE_EXTERNAL_STORAGE: For file attachments
• WAKE_LOCK: To keep the device awake during calls

iOS Permissions

• Microphone: Required for VoIP calls
• Contacts: To access and manage contacts
• Notifications: For incoming call alerts and task updates
• Camera: For profile pictures or document scanning (optional)
• Photo Library: For file attachments

How We Use Your Information

We use the collected information for the following purposes:

1. VoIP Communication: To enable voice calls through our platform
2. Task Management: To manage and track customer support tasks
3. Contact Management: To access and sync contact information
4. Authentication: To verify your identity and maintain secure sessions
5. Service Improvement: To analyze usage patterns and improve app performance
6. Notifications: To send alerts about incoming calls, tasks, and updates
7. Customer Support: To assist you with technical issues

Data Storage and Security

Data Storage

• Data is stored on secure MongoDB servers
• Call recordings are stored on our PBX server (pbx.greensoft.mn)
• User data is isolated per organization (multi-tenant architecture)

Security Measures

• HTTPS encryption for all data transmission
• Bearer token authentication (Laravel Sanctum)
• Secure WebSocket connections (Pusher)
• Regular security audits
• Access control and role-based permissions

Data Sharing

We may share your information with:

Third-Party Services

• Pusher: Real-time communication and notifications
• Asterisk PBX: VoIP call handling
• MongoDB Atlas: Database hosting
• CRM System: Contact and customer data synchronization

Legal Requirements

We may disclose your information if required by law or to:

• Comply with legal processes
• Protect our rights and property
• Prevent fraud or security issues
• Protect user safety

Data Retention

• Call Records: Retained for 90 days or as required by law
• Task Data: Retained while your account is active
• Account Information: Retained until account deletion
• Call Recordings: Retained as per organization policy

Your Rights

You have the right to:

1. Access: Request a copy of your personal data
2. Correction: Update or correct inaccurate information
3. Deletion: Request deletion of your personal data
4. Objection: Object to certain data processing activities
5. Portability: Receive your data in a portable format
6. Withdraw Consent: Revoke permissions at any time

To exercise these rights, contact us at the email below.

Account and Data Deletion

How to Request Account Deletion

Call24 is an enterprise application designed for organizations. Individual users cannot directly delete their accounts through the app. Account deletion must be requested through one of the following channels:

Data Deletion Process

Once we receive a valid deletion request:

1. Verification (1-2 business days)
   • We verify your identity and authorization
   • We confirm with your organization (if applicable)
2. Deletion Timeline (Within 30 days)
   • Account information will be permanently deleted
   • User profile and personal data removed
   • Access to the platform revoked
3. What Gets Deleted
   • User account credentials
   • Profile information (name, email, phone)
   • Personal preferences and settings
   • Device tokens and session data
   • Personal files and attachments
4. What May Be Retained
   • Call recordings (for legal compliance or business records)
   • Aggregated, anonymized usage statistics
   • Financial and transaction records (for accounting purposes)
   • Data required for legal obligations (e.g., 90-day call records)
   • Backup archives (automatically deleted within 90 days)

Important Notes

• Organization Data: If you are part of an organization, some data (tasks, call logs, customer interactions) may be retained as they belong to the organization, not the individual user
• Legal Requirements: Some data must be retained for legal compliance (e.g., call records, financial transactions)
• Irreversible: Account deletion is permanent and cannot be undone
• Re-registration: You may create a new account in the future, but previous data will not be restored

Data Export Before Deletion

Before requesting deletion, you can request a copy of your personal data:

• Contact [email protected]
• Request "Data Export" in the subject line
• We will provide your data in a portable format (JSON/CSV) within 14 days

Children's Privacy

Call24 is not intended for users under 13 years of age. We do not knowingly collect personal information from children under 13.

Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of significant changes through:

• In-app notifications
• Email notifications
• Updated "Last Updated" date at the top of this policy

Third-Party Links

The app may contain links to third-party websites or services. We are not responsible for the privacy practices of these third parties.

International Data Transfers

Your information may be transferred to and processed in countries other than your own. We ensure appropriate safeguards are in place for such transfers.

Consent

By using Call24, you consent to the collection and use of information as described in this Privacy Policy.

For Google Play Store and Apple App Store compliance, this policy covers:

• ✅ Data collection transparency
• ✅ Permission usage explanation
• ✅ Third-party service disclosure
• ✅ User rights and data control
• ✅ Account and data deletion procedures
• ✅ Security measures
• ✅ Contact information
• ✅ Children's privacy (COPPA compliance)
• ✅ Data retention policies
• ✅ International data transfers (GDPR consideration)