Privacy Policy 2018

Privacy Policy

Privacy Policy

Last updated on 21th August 2018 [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 information (including sensitive personal data or information) in relation to your use of our Product, our websites (www.exotel.com, www.developer.exotel.com, www.support.exotel.com) (hereinafter referred to as the “Websites”) and our application for mobile devices.

 

We may periodically make changes to this Privacy Policy. If we make any material changes to this Privacy Policy, we will provide notice of such changes through an email to your primary admin and/or pop up notification and/or through another reasonable means of communication. Such changes will also be posted on our Websites.

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, information which can be used, either directly or indirectly, to identify, contact or locate your Authorised User(s) using the Product (such as employees) and/or your end-users, such as their name, home and business address, email addresses, contact details..


NPII includes your and your Authorised User(s)’ IP address, cookies, third party’s cookies, backend logs that our techies have access to and web pages that have been viewed by you through your Authorized Users and employees. 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.
Purpose and Usage

We will collect and use your and/or your Authorised User(s) Information for certain purposes, such as:

  1. to register and allow you and/or your Authorised User(s) to use our Product;
  2. granting you and/or your Authorised User(s) access to our Websites and Product and services from third parties;
  3. understanding your and/or your Authorised User(s) use of our Website and Product for improved overall use;
  4. provisioning of real time notifications through SMS and/or e-mail regarding missed calls;
  5. call analytics such as understanding the manner in which your business functions, provision of training and analysing call patterns and call reporting, agent productivity, team efficiency etc
  6. provisioning of actionable insights in the form of details of key metrics to optimize your team’s effort and to better understand your and/or your Authorised User(s)’ customer behaviour;
  7. provisioning of access to Customer Data (as defined in clause 8.1 of the Terms of Use or clause 9.1 of the Agreement) through the customer relationship management tool;
  8. provisioning of call making facility from a browser extension provided by us;
  9.     notification of technical updates or changes in our policies;
  10. improvement of the content and functionality of our Website and Product; and/or
  11. informing you about our Websites, Product and services either directly or through a third party
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 and/or your Authorised User(s) consent to our continued use of the same.


We may also use cookies for implementing and using display advertising. You and/or your Authorised User(s) may opt out of Google analytics for display advertising and customize 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 and/or your Authorised User(s) while making payment of Charges: (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 and/or your Authorised User(s) to another website (hereinafter referred to as the “Third Party Website”). The manner in which your and/or your Authorised User(s)’ information is collected and/or used by such Third Party Website is governed by the terms of use and privacy policy of the respective Third Party Website. We urge you and/or your Authorised User(s) to acquaint itself 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 distribute, trade, sell or rent any Information, provided by you and/or your Authorised User(s) or related to your and/or your Authorised User(s)’ use of our Product, to any third party, except as provided in our Privacy Policy or through any other instruction issued by you.

Transfer of Information

We, or any person on our behalf, may transfer your and/or your Authorised User(s) and/or your end user’s Information for the purposes mentioned above to any other person or body corporate, in India or located in any other country in relation to the purpose of this Agreement.

 

Some of the reasons for which we may transfer the Information includes:

  1. transfer to Amazon Web Servers and/or other servers that may be located in Singapore, India or any other location in the future;
  2. transfer to our software development partners (where required);
  3. giving information to regulatory and government bodies in India or any other country.

 

Processing of Information by Third Parties

We may use third parties in order to process your and/or your Authorised User(s)’  and/or end user’s Information. These third parties are obligated to keep such Information protected and confidential. We do not share such Information with third parties unless doing so is necessary for purposes provided in our Privacy Policy; and/or to carry out your request and/or permissible under the laws.

We work closely with third parties for developing our Product and facilitating your use of the same. We may disclose the Information to such third parties engaged by us. However, we will make reasonable commercial efforts to ensure that such third parties keep such portions of the Information that they may receive from us confidential as per industry standards.

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

  1. 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.
  2. 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.
Reasonable Security Practices

We implement industry standards of security practices and procedures and are in the process of process of obtaining the international standard IS/ISO/IEC 27001 on “Information Technology – Security Techniques – Information Security Management System Requirements”. You will be notified as soon as we receive the certification.

Consent

By visiting our Websites, using our Product as a trial user or as a paid subscriber, you allow us to collect, receive, store, process, disclose, transfer, deal with and handle your and/or your Authorised User(s) and/or your end-user’s Information in accordance with this Privacy Policy.

Withdrawal of Consent

If you wish to withdraw the abovementioned consent to our Privacy Policy, you may contact our grievance officer Ishwar Sridharan in this regard at hello@exotel.in.

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.

If at any time, you have questions or concerns about our Privacy Policy, please feel free to email us at hello@exotel.in

Further, if at any time you have grievances with regard to processing of Information in a time bound manner or otherwise, you may contact the grievance officer Ishwar Sridharan at hello@exotel.in. We will redress your grievance within 1 (One) month from the date of receipt of your grievance, or such other period of time 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.

This Privacy Policy comes into effect from 21st August, 2018.

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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