Data Processing Addendum

Effective date: 2 October 2026

This Addendum describes how RoboConnect processes customer data to provide its cloud calling, DID, IVR, routing, agent, dialer, call recording, reporting, hosting, and support services. It supplements the Terms & Conditions and Privacy Policy. If an executed customer agreement sets a different data-processing term, that agreement controls to the extent of the conflict.

1. Roles and scope

For information a customer or its users submit to or generate in the service (which may include agent details, caller numbers, call metadata, recordings, and configuration), the customer decides its business purposes and instructions. RoboConnect processes that information as needed to provide and support the contracted service. RoboConnect separately handles its own website inquiries, account administration, billing, security, and legal records for its business purposes, as described in the Privacy Policy.

2. Processing instructions and purposes

RoboConnect processes customer data to provision and operate the account; route and connect calls; provide dialer, recording, monitoring, reporting, and support features selected by the customer; secure the service; troubleshoot faults; and comply with lawful requests. The customer instructs RoboConnect through its service configuration, authorized account users, support requests, and the applicable quotation or agreement. RoboConnect will not knowingly use customer call content for unrelated advertising.

3. Data and individuals

Depending on enabled features and customer use, data may include names, business contact details, agent or extension identifiers, caller and recipient phone numbers, call dates and times, call duration and routing metadata, recordings, notes, support communications, and technical logs. Individuals may include the customer’s staff and agents, its callers, customers, prospects, and other people who communicate with them.

4. Customer responsibilities

The customer is responsible for having a lawful basis and providing required notices or obtaining permissions for its calls, recordings, monitoring, campaigns, and data collection; configuring access and retention settings; limiting the data it collects; securing user credentials and devices; and responding to requests from people whose data it controls. The customer must not place sensitive or regulated information in call flows or recordings unless it has assessed the risks and the service configuration is suitable for that use.

5. Confidentiality and safeguards

RoboConnect limits access to customer information to people and service providers who need it to operate, support, secure, or administer the service, subject to confidentiality obligations or equivalent protections. RoboConnect applies reasonable administrative and technical safeguards appropriate to the service and information handled. No internet, cloud, device, or telecom system can be guaranteed completely secure.

6. Service providers and international processing

RoboConnect may use telecom and DID carriers, cloud or hosting providers, email and communication tools, support systems, and other vendors needed to deliver the service. Their access is limited to their service role and applicable arrangements. The specific providers and processing locations may change; customers may request current information from [email protected]. Customer data may be processed in locations where RoboConnect or its providers operate. Customers should raise location or transfer requirements before signing an order.

7. Requests and assistance

Where technically and legally appropriate, RoboConnect will direct requests relating to customer-controlled service data to the customer and provide reasonable assistance using available service functions. The customer is responsible for answering requests from its callers, employees, and agents. RoboConnect may verify authority, protect other users’ rights, and charge for assistance beyond ordinary service support where permitted by the customer agreement.

8. Security incidents and legal demands

If RoboConnect confirms an incident involving unauthorized access to customer data in its control, it will notify the customer without undue delay, subject to applicable law and restrictions on disclosure, and provide information reasonably available to support the customer’s response. RoboConnect may preserve or disclose data when required by valid legal process or necessary to protect people, the service, or legal rights, and will limit disclosure where reasonably possible.

9. Retention, return, and deletion

Customer data is retained as needed to provide the service and under the applicable account configuration, quotation, storage limits, and retention settings. At service end, the customer should request any required export before access is removed. RoboConnect may delete or de-identify data after the service ends, subject to backup cycles, technical limits, unpaid account terms, dispute preservation, and legal or accounting retention. No fixed deletion period is promised unless stated in the customer’s order or a separate written agreement.

10. Contact and changes

For data-processing questions or security reports, contact [email protected]. RoboConnect may update this Addendum when its services, providers, or legal obligations change and will publish the revised version with its effective date.