Privacy Policy

1. Introduction
We are committed to protecting your privacy and ensuring the security of your data. This Privacy Policy describes how we collect, use, store, and protect personal information processed through the Foniva Contact Center platform, whether you are an agent, supervisor, administrator, or end-customer interacting with our clients. By using the Foniva platform or any of its related services, you agree to the terms of this Privacy Policy.

2. Scope
This Policy applies to all users of Foniva’s contact center products, including:
Voice calls
Live chat, SMS, and email communication
Ticketing and helpdesk systems
CRM integrations and analytics dashboards
Mobile and web interfaces provided under Foniva.com or its subdomains
If your organization is a Foniva client, it acts as the Data Controller for data processed within its instance, while Foniva acts as the Data Processor on its behalf.

3. Information We Collect
a. User Account Information
Name, email, phone number, company, and user role (agent, admin, etc.) Login credentials and authentication tokens b. Communication Data
Depending on your use of the platform: Call recordings and metadata (caller ID, timestamps, duration) Chat transcripts, attachments, and message logs Ticket details and customer responses Voicemail or screen recordings (if enabled by your organization) c. Technical and Usage Data
IP address, device information, browser type, operating system Connection logs, error reports, and session identifiers Interaction metrics (e.g., queue times, handling duration) d. Payment and Subscription Data
Billing name, organization, VAT/tax information Payment status

4. How We Use the Information
Foniva processes data to:
Provide and manage contact center operations
Authenticate users and secure platform access
Route calls, messages, and tickets efficiently
Monitor quality and service performance
Generate reports, analytics, and KPIs
Provide technical support and account management
Ensure compliance with applicable laws and telecom regulations

5. Data Processing Roles
Clients (Data Controllers) define how and why customer data is processed.
Foniva (Data Processor) hosts, secures, and maintains the infrastructure and ensures that data is processed according to contractual terms.
We never use client data for our own commercial purposes.

6. Legal Basis for Processing
Processing is based on:
Contractual necessity (to deliver and support the platform)
Legitimate interests (to improve and secure services)
Compliance with laws (e.g., telecom retention or anti-fraud laws)
User consent, where applicable (e.g., recording or marketing preferences)


7. Data Retention
Account data: retained for the duration of the contract + 12 months (for audit and compliance). Call and chat logs: retention period configurable by the client. Backups: encrypted and retained per internal backup policy (typically 30–90 days).

8. Data Security
Foniva implements strict technical and organizational measures, including:
AES-256 encryption for data at rest and TLS 1.3 for data in transit
Multi-factor authentication for administrators
Segregated databases per tenant (multi-tenant isolation)
24/7 infrastructure monitoring and regular penetration testing
Data minimization and pseudonymization techniques


9. International Data Transfers
Data may be stored in or processed through secure data centers located in Canada, the European Union, or other regions depending on client location.

10. Sharing of Information
Foniva may share limited data with:
Cloud infrastructure providers (OVH, AWS)
Telecom operators and SIP trunk partners for call routing
Payment processors (PayPal)
Support and monitoring tools (GLPI)
Law enforcement, if required by valid legal request
No personal data is ever sold or shared for advertising purposes.


11. Your Rights
You have the right to: Access, correct, or delete your personal data
Request data portability
Object to or restrict processing
Withdraw consent (where processing is based on consent) Requests can be submitted to privacy@foniva.com