Privacy Policy

Terms of Use

Last updated on 20th July 2017 [old privacy policy available here for a limited period]

This is our privacy policy (hereinafter referred to as the “Privacy Policy”). It provides for the manner in which we collect, receive, store, process, disclose, transfer, deal with and handle your personal data (including sensitive personal data or information) in relation to your use of our Product, our website (hereinafter referred to as the “Website”) and our application for mobile devices. We may periodically make changes to this Privacy Policy. Such changes will be posted on our web page. If we make any material changes to this Privacy Policy, we will provide notice of such changes through a posting on the Website or through another reasonable means of communication. The latest version of our Privacy Policy is available at https://exotel.com/privacy-policy-2017/.

When you register to use our product, we collect some information from you about yourself. This information gets recorded with us. While we are committed to maintaining the confidentiality of your personal information shared with us, there may be some situations where we may have to disclose your information. For instance, on a request of the government. Our privacy policy will tell you how we collect, receive, store, process, disclose, transfer, deal with and handle your information and personal data.
Information Collected by the Company

Our Privacy Policy covers two categories of information, namely, personally identifiable information (hereinafter referred to as the “PII”) and non-personally identifiable information (hereinafter referred to as the “NPII”). PII essentially includes, but is not limited to, information which can be used, either directly or indirectly, to identify, contact or locate you such as your name, home and business address, email addresses, contact details and payment details (details of your bank account, credit card, debit card, net banking). NPII includes, but is not limited to, your IP address, cookies, third party’s cookies, backend logs that our techies have access to and web pages that have been viewed by you. Please note that PII and NPII will hereinafter collectively be referred to as the “Information”.

Two types of information gets collected when you use our product – (a) personally identifiable information- data that can be used to identify, contact or locate you; and (b) non-personally identifiable information- information such as your IP address, cookies, web pages viewed etc.
Consent

By using our Product, you allow us to collect, receive, store, process, disclose, transfer, deal with and handle your Information in accordance with this Privacy Policy.

Purpose

We will collect and use your Information for certain purposes, such as:

  1. Granting you access to our Website and Product and services from third parties;
  2. Understanding your use of our Website and Product for improved overall use;
  3. Provisioning of real time notifications through SMS and/or e-mail regarding missed calls;
  4. Call analytics such as understanding the manner in which your business functions, provision of training and analysing call patterns, agent productivity, team efficiency, etc.
  5. Provisioning of actionable insights in the form of details of key metrics to optimise your team’s effort and to better understand your customer behaviour;
  6. Provisioning of access to Customer Data (as defined in clause 9.1 of the Agreement) through the customer relationship management tool;
  7. Provisioning of call making facility from a browser extension provided by us/you;
  8. Notification of technical updates or changes in our policies;
  9. Improvement of the content and functionality of our Website and Product.
So, why do we need to collect your personal data? Firstly, we need to give you secure access to our product. Your personally identifiable information is necessary for this. Secondly, we use this data to understand your expectations from the product and your usage. We use this information to improve the product. This helps us serve you better.
Use of Cookies

We use cookies while providing access to our Product, and you consent to our continued use of the same.

We may also use cookies for implementing and using display advertising. You may opt out of Google analytics for display advertising and customise Google display network ads using the ads preferences manager.

We use and will continue to use remarketing Google analytics to advertise online.

Further, we and our third party vendors may use first party cookies such as the ‘Google analytics cookie’ and third party cookies such as the ‘DoubleClick cookie’ together to inform, optimize and serve ads based on your and/or others’ visits to the Website.

We use cookies when you use our product. Also, we use cookies for implementing and using display advertising based on your interest. You can customize your experience or opt out of it using relevant settings.
Financial Information

You understand that the Information, to the extent consisting of details relating to the manner and mode of payment of Charges for the use of our Product (such as details of your bank account, credit card, debit card, net banking, etc.), submitted by you while making payment of fees: (a) goes through the safe and secure transaction process provided by  our payment gateway partners; (b) goes through the Visa or Mastercard pages, as the case may be, based on your payment method/(s) in order to prevent any misuse of your payment details; and (c) that such payment details are not shared with us.

Whenever you make a payment, it goes through a secure transaction process provided by our payment gateway partners. They keep your information such as the details of your bank account, credit card, debit card, net banking, etc. completely safe and do not share it with us.
Access to Third Party Websites

You also understand and agree that when you use the Product, there may be certain links which may direct you to another website (hereinafter referred to as the “Third Party Website”). The manner in which your Information is collected and/or used by such Third Party Website is governed by the agreement, conditions and privacy policy of the respective Third Party Website. We urge you to acquaint yourself with policies of every such Third Party Website.

If you visit, access or use any third party website via a link in our product, make sure you read their website related policies (which are independent of Exotel policies).
Our Undertaking

We undertake that we will not provide, distribute, trade, sell or rent any Information, provided by you; or related to your use of our Product, to any third party, except as provided in our Privacy Policy or through any other instruction issued by you.

Disclosure to Third Parties

We may use third parties in order to process your Information. These third parties are obligated to keep your Information protected and confidential. We do not share your Information with third parties unless doing so is necessary to carry out your request and/or reasonably permissible under the laws to protect your Information. However, it is important to note that this Privacy Policy does not apply to the use of your Information by any third party. Further, we disclaim any liability or responsibility for any consequence arising out of, or in relation to the same.

We work closely with our subsidiaries, affiliates and third parties. We may disclose the Information to our subsidiaries, affiliates and authorised third parties engaged by us. However, we will make reasonable commercial efforts to ensure that such subsidiaries, affiliates and authorized third parties keep such portions of the Information that they may receive from us confidential as per industry standards.

We don’t give out your information to anyone unless doing so is necessary for the use of our product. If we do share your information with our business partners, it will only be to give you best quality service. We have instructed them to keep your information confidential.

You understand and agree that while your account is active to use our Website and our Product, we, our subsidiaries, affiliates and third parties engaged by us, may retain your Information and use it in order to comply with contractual and statutory obligations.  

We may also disclose your Information in the circumstances set out herein below:

  • Statutory or Legal obligations: We may disclose the Information collected by us if required by law, or if we believe in good faith that such action is necessary to: (a) comply with a legal obligation, (b) protect and defend our rights and/or property, or (c) to protect the property or safety of the users of our Product or Website or any third party.
  • Change of Control/Business Transfers: We reserve the right to sell or buy businesses or assets. In the event of a corporate sale, merger, reorganization, dissolution or similar event, the Information may be part of the transferred assets. You acknowledge that such transfers may occur, and that any acquirer or successor of our company or business may continue to use your Information as set forth in our Privacy Policy.
We may share your personal information – if there is a legal obligation to do so, or if Exotel merges with/ is acquired by another company.
Transfer of Information

We, or any person on our behalf, may transfer your Information to any other person or body corporate, in India or located in any other country. You may also note that Customer Data and Exotel Data may be stored outside of India.

Withdrawal of Consent

If you wish to withdraw your consent to our Privacy Policy, you may contact our grievance officer.In case you withdraw your consent to our Privacy Policy, we reserve the right to terminate your use of the Product.

Upon withdrawal of your consent to our Privacy Policy, your Information will be deleted as soon as reasonably possible in accordance with applicable policies and laws. However, you may note that we will retain your Information (which will not be visible to other users or visitors) for purposes such as the resolution of disputes, troubleshooting problems, enforcement of the Agreement and as required by applicable laws. Further, you may also note that such Information is never completely removed and/or deleted from our databases due to technical and legal constraints, including stored backup systems and archives.

If you so wish, you can withdraw your consent to this privacy policy, reach out to us. However, you will not be able to continue to use our product.

If at any time, you have questions or concerns about our Privacy Policy, please feel free to reach out to us. Further, if at any time you have grievances about the processing of information in a time bound manner or otherwise, you may contact us. We will redress your grievance within 1 (One) month from the date of receipt of your grievance, or such other period deemed necessary by us.

We would like to clarify that our Privacy Policy is exclusively subject to the applicable laws of India, and you provide your unequivocal consent to this.

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