1. Overview
This Privacy Policy explains how Call Trace processes personal data when you visit the website, request pilot access, create an account, upload calls, or use the service.
2. Data controller
For website visitors, account holders, and pilot contacts, Call Trace acts as the data controller. For call recordings and other customer content processed on behalf of a customer organization, Call Trace generally acts as a processor or service provider.
Contact: support@call-trace.com.
3. Data we collect
- Account and contact data, such as email address, name, company, role, and authentication information.
- Uploaded call recordings, transcripts, speaker labels, scripts, checklists, scores, comments, and analysis results.
- Operational data, such as usage events, minute balances, audit logs, API keys, webhook metadata, and support requests.
- Technical data, such as IP address, device and browser information, cookies, session identifiers, error logs, and performance data.
4. How we use data
- To provide, secure, maintain, and improve Call Trace.
- To create accounts, authenticate users, manage sessions, and activate pilot access.
- To transcribe, analyze, score, and display call data according to customer instructions.
- To calculate usage, manage balances, provide support, prevent abuse, and troubleshoot errors.
- To communicate about product updates, security, service notices, and requested sales or support interactions.
5. Legal bases
Depending on context, we process personal data based on contract necessity, legitimate interests, consent, legal obligations, and customer instructions. Where GDPR, LGPD, or similar laws apply, customers are responsible for establishing an appropriate legal basis for call recording and analysis involving their personnel, customers, or users.
6. Service providers
We use trusted infrastructure and operational providers to run the service. These may include Vercel for hosting, Neon for database infrastructure, Cloudflare R2 for object storage, Migadu or other SMTP providers for email delivery, and other providers needed for security, analytics, monitoring, or support.
7. International transfers
Data may be processed in countries other than where you are located. Where required, we rely on appropriate safeguards such as contractual protections and provider security commitments.
8. Retention
We keep personal data only as long as needed to provide the service, comply with legal obligations, resolve disputes, enforce agreements, maintain security, or follow customer deletion instructions.
Pilot data may be deleted or anonymized after evaluation periods, inactivity, or account closure unless a longer period is agreed.
9. Your rights
Depending on your location, you may have rights to access, correct, delete, restrict, object to processing, withdraw consent, or request portability of personal data. Requests can be sent to support@call-trace.com.
10. Security
We use reasonable technical and organizational measures designed to protect data, including access controls, session security, infrastructure controls, and limited internal access. No system can be guaranteed to be completely secure.
11. Children
Call Trace is not intended for children and should not be used to knowingly submit data about children unless the customer has a valid legal basis and appropriate safeguards.
12. Changes
We may update this Privacy Policy from time to time. The current version will be published on this page with a revised last updated date.