Privacy Policy

1. Who We Are

Telappliant Ltd ("we", "us", "our") is the provider of Ella and EllaVoice, AI-powered voice assistant services. We are registered in England and Wales. This policy explains how we collect, use, and protect your personal data when you use our services or visit our website.

2. Data We Collect

We may collect the following categories of personal data:

• Contact information: Name, email address, phone number, company name, and job title provided when you request a demo, sign up, or contact us.
• Voice data: Call recordings and transcripts processed through our AI voice assistant platform on behalf of our customers.
• Usage data: Information about how you interact with our website and services, including IP addresses, browser type, pages visited, and timestamps.
• Billing data: Payment information necessary to process subscriptions (processed by our PCI-compliant payment provider).

3. How We Use Your Data

We use personal data for the following purposes:

• To provide, maintain, and improve our AI voice assistant services.
• To process and respond to demo requests and enquiries.
• To send service-related communications and, where you have opted in, marketing updates.
• To comply with legal obligations and protect our legitimate interests.
• To analyse usage patterns and improve our website and platform.

4. Voice Data Processing

When our AI voice assistant handles calls on behalf of our customers, voice data is processed in accordance with the data processing agreement between Telappliant and the customer. Voice recordings are encrypted at rest (AES-256) and in transit (TLS 1.3). Customers control retention periods and can configure automatic deletion schedules.

5. Legal Basis for Processing

We process personal data on the following legal bases:

• Contract: Processing necessary to perform our services.
• Consent: Where you have given explicit consent (e.g., marketing emails).
• Legitimate interest: To improve our services, ensure security, and prevent fraud.
• Legal obligation: Where we are required by law to process your data.

6. Data Sharing

We do not sell your personal data. We may share data with trusted third-party service providers who assist in operating our platform (e.g., cloud hosting, payment processing, analytics). All third parties are bound by data processing agreements and are required to protect your data.

7. Data Retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, or as required by law. Contact and account data is retained for the duration of your relationship with us plus 24 months. Voice data retention is controlled by our customers.

8. Your Rights

Under applicable data protection laws, you have the right to:

• Access, correct, or delete your personal data.
• Restrict or object to processing of your data.
• Request data portability.
• Withdraw consent at any time (where processing is based on consent).
• Lodge a complaint with a supervisory authority (e.g., the ICO in the UK).

9. Security

We implement industry-standard technical and organisational measures to protect your data, including encryption, access controls, regular security audits, and SOC 2 Type II certified infrastructure.

10. Cookies

Our website uses essential cookies to ensure functionality and analytics cookies to understand usage. You can manage cookie preferences through your browser settings.

11. International Transfers

Your data may be processed in countries outside of your jurisdiction. Where this occurs, we ensure appropriate safeguards are in place, such as Standard Contractual Clauses approved by relevant authorities.

12. Changes to This Policy

We may update this policy from time to time. Material changes will be notified via email or a prominent notice on our website. The "Last updated" date at the top of this page indicates when the policy was last revised.

13. Contact Us

If you have any questions about this privacy policy or wish to exercise your data rights, please contact us at privacy@telappliant.com.