When you use Telappliant services (this includes our group services, namely Orbtalk, Voice2Voice, DrayTel/Telappliant Red, Voiptalk, Connextions or A&N Systems), you trust us with your information. This privacy policy will help you to understand what information we collect, why we collect it and what we do with it. This policy applies to visitors of our websites and our service users.
Your personal information is collected and processed by Telappliant Limited, a company incorporated under the laws of England & Wales with registration no. 04632756 and whose registered office is at 3 Harbour Exchange, London, E14 9GE. Our ICO Registration number is Z2044191. If you have any questions regarding our privacy notice or how your data is processed you can contact us via: dataprotection@telappliant.com.
Your privacy matters to us, so whether you are new to Telappliant or a long-term customer, please do take the time to get to know our practices and if you have any questions, please contact us.
Telappliant Products and Services
We act as a data processor for many of the services we provide to our clients such as telephony services, internet connectivity, mobile services, SMS distribution, virtualised private cloud environments, managed firewalls, network monitoring and WAN/MPLS solutions.
We collect personal data on behalf of our clients (data controllers) for the purposes of managing of data network, delivery of voice communication, delivery of multimedia telephony service via the internet and monitoring of client’s security parameters.
We collect personal data via the hosting of our applications installed on our client networks. For example, where a client has procured our cloud-based telephony services then we will capture contact numbers, content of the call, time and date of the call.
We fulfil our processor responsibilities as per our processor obligations and do not make any decisions on the means or purposes of processing. It is the responsibility of the data controller to provide privacy information at the point of data capture and to define the lawful basis of the processing.
Details of our sub-processors are available to our customers via their Account Manager. Prospective customers should contact us via: dataprotection@telappliant.com in the first instance.
The information we collect, the uses and the lawful basis
In some cases we are a data controller. As a controller we will collect store and use your personal information to allow you to access parts of our website, register for an account, to provide our services and solutions. We have identified within the table below the types of information we may collect or receive, how we will use it and why we need your information.
| Area | What information we collect | How and why we use your information | The lawful basis for this information |
| 1. Contact Us (Live Chat, telephone, support ticket) | Information you provide when you contact us (e.g. to book a free trail or a demo) or correspond with us (by phone, email, online contact us page, contact us form or website chat feature). We will collect the following information: – Your name – Email address – Phone number – Company name – Details of your query and correspondence with us | To communicate with you regarding your query and to manage the query. To contact you regarding our products or services (based on your request). | Legitimate Interests: To provide our solutions and services. To provide customer service. To promote our services and products. |
| 2.’Get a quote’ Form | Information you provide when you complete the ‘Get a Quote’ form. We will collect the following information: – Your name – Your email address – Phone number – Company name – Product or service required – Details of your query and correspondence with us | To communicate with you regarding your interest in one of our products or services. To promote and demonstrate our products and services. | Legitimate Interest: To provide customer services. To promote our products and services. To promote our channel partners (only with similar or identical products). |
| 3. Service Users Account Portal | All Telappliant customers ‘users’ are issued with unique account access portal. We collect the following information during and the lifetime of the account: – Email address – Password | To allow you to access information relating to your account. To communicate with us if you have an enquiry. Self-service for all your account needs. Enquire about products or services that may be of interest to you. | Legitimate Interest: To provide customer service. To enable our customers 24/7 access. For your convenience and ease of service access. |
| 4. When you submit your CV via the ‘Career’ section of our website | If you’re interested in applying for a position advertised on our website, you can submit your CV. We use a third party processor ‘hireful’ to collect all applicant data and this is then passed on to us. We do not process your data ourselves but access your information via the Hireful platform. We will only process your data on Telappliant systems if your application is successful and you come to work with us. | To acknowledge and communicate with you regarding your job enquiry and for the purposes of the recruitment process. Telappliant will only process your data on our systems if your application is successful. | Contractual or steps taken to enter into a potential (Employment) Contract. |
| 5. Purchase of products and services | Information you provide when you purchase one of our products, services or solutions, by any means including our web-stores, including: – Your name – Email address – Contact number – Postal address – Company registration number – Payment (banking) details including credit card details. | To communicate with you regarding purchases made. To carry out contractual obligations between you and us, including to fulfil your purchase. To notify you of changes to our products and services. To contact you regarding similar services. To inform you about our services, such as letting you know about upcoming changes or improvements. For the prevention and detection of crime. To collect an outstanding debt due to us. Credit checking and fraud prevention and to assess credit worthiness relating to the provision of services. | Contractual or steps taken to enter into a potential contract (terms of service) |
| 6. Website | Information that we collect through your use of our websites may include: – Browsing history and type of browser you are using – IP Address – Third-party website from which your visit originated – The operating system you are using (e.g. Vista, Windows, Mac etc) – The domain name of your internet provider – The search terms you use on our website – The pages you visit while on our website – The duration of your visit | To ensure content is presented in the most effective manner. To develop new services based on the information being collected. To analyse site traffic and understand customer needs and trends. To identify issues with the website and user’s experience of it. To monitor the way our website is used. To use anonymised information collected from cookies and other technologies, like pixel tags and Google Analytics, to improve your user experience and the overall quality of our services. | Legitimate Interest: To understand how our customers use our website and our solutions. To understand and respond to customer feedback. To improve website delivery and functionalities. Consent (where you accept our use of cookies): Patterns of behaviour of visitors to our site |
| 7. Marketing our products, services and solutions through digital direct marketing activities | When you actively use one of our services or register on our mailing list we store and use: – Your name – Your email addresses – The delivery and read status of any emails – Your service list | To communicate with you about the current products you are using including their service status. To communicate with you other products or services we provide that may be of interest to you. | Legitimate Interest: Telappliant have conducted an assessment in order to meet its compliance obligations and to evidence that we have assess this activity in a balanced manner. For more information, please contact us. We share details with you regarding the service or product we provide to you in order to support your usage and provide updates. We may also provide information to customers regarding similar products or services which may be relevant. |
| 8. Social Media | Data collected when you follow us on social media platforms including; – Social media username – Your name – Social media preferences from your profile | To communicate with you regarding product/service options. To notify you of changes to our products and services. To contact you regarding similar services. | Legitimate interest: Depending on your settings or the privacy policies of the social media platforms and messaging services you use (e.g. Facebook, YouTube, Twitter, Instagram, WhatsApp etc.) you may allow us to access information from those services for example if you publicly “like” or “follow” us we may be able to collect information from your social media profile. We strongly advise you to check the privacy settings on your social media accounts to ensure that you know what information is shared with us and others. |
| 9. Analytics and Business Information | We will collect information from our CRM, website, social media profile including; – Your name – Professional title – Company or personal address – Company information – Email address – Information from cookies and tags – Browsing history – IP address | To create anonymised and aggregated data to enhance our services and business performance. To determine what new products and services to offer. | Legitimate interest: Depending on your settings or the privacy policies of the social media platforms and messaging services you use (e.g. Facebook, YouTube, Twitter, Instagram, WhatsApp etc.) you may allow us to access information from those services for example if you publicly “like” or “follow” us we may be able to collect information from your social media profile. We strongly advise you to check the privacy settings on your social media accounts to ensure that you know what information is shared with us and others. |
We will never collect special category personal information (aka sensitive information) about you without your explicit consent unless this information was obtained based on other lawful grounds for example, for legal obligations under Employment Laws. Details regarding any such processing can be found in our Employee Privacy Notice available to Telappliant’s employees.
Your personal information may also be processed if it is necessary on reasonable request by a law enforcement or regulatory authority, body or agency, in the defence of legal claims or in order to investigate, prevent or take action regarding illegal activities, suspected fraud, situations involving potential threats to the physical safety of any person or violations of any of our website terms. We will not delete personal information if relevant to an investigation or a dispute. It will continue to be stored until those issues are fully resolved.
We do not sell your data to third parties!
We do not knowingly collect information from children or other persons who are under 18 years old via our website. If you are under 18 years old, you must not submit any personal information to us directly or subscribe for our services.
Automated Decision Making
In some cases our services use automated decision making algorithms to:
– enable or improve the decision-making process
– grant users fair and unbiased treatment bases on consistent and uniform criteria
– reduce potential harm from human error or bias
– to reduce the risk of a user’s failure to meet their obligations under a contract.
Profiling
User profiles may be created and used to evaluate user choices, preferences and behaviours.
The UK GDPR grants individuals rights over how their data is processed including rights regarding automated decision-making and profiling. Please see relevant section of this notice.
How long we retain your information
- Information about queries and/or contact from individuals will be kept for as long it is needed for us to respond to the query and/or maintain records of queries for our internal management purposes.
- Information will be kept for the duration of a contractual or service agreement.
If you would like to know more, please contact our team at dataprotection@telappliant.com .
Information we share
We will share personal information with companies, organisations or individuals outside Telappliant where we have a lawful basis to do so. Purposes for sharing include:
- To fulfil our contract to deliver a service you have purchased to you.
- To detect, prevent or otherwise address fraud, security or technical issues.
- To meet any applicable law, regulation or enforceable governmental requests. For example, where we need to disclose the contact number, call duration along with date and time to the police to assist their investigations.
- To enforce applicable Terms of Service, including investigation of potential violations.
If we are involved in an acquisition, we will continue to ensure the confidentiality of any personal information and give affected users notice of any changes to the processing of their personal information.
We also share your information with certain contractors or service providers including, analytics / assessment suppliers, IT suppliers, database providers, and backup and disaster recovery specialists. Our suppliers and service providers will be required to meet our standards on processing information and security. The information we provide them, including your information, will only be provided in connection with the performance of their function. They will not be permitted to use your information for any purposes other than those outlined in this Privacy Policy. Your personal data will also be processed by Shopify a third party processor when you access one of our on-line stores. Shopify’s privacy notice is available here: https://www.shopify.com/uk/legal/privacy/app-users
We will never share your personal information unless we have a legitimate and lawful ground to do so.
Your personal data may be anonymised and aggregated. This data will no longer be personal data and may be shared, i.e. for reporting purposes.
We may also share data with specialist companies we employ to host our website, fulfil direct mailings, and facilitate our email marketing and social media presence.
International Transfers
We will only transfer data to jurisdictions outside of the UK where there are appropriate safeguards and transfer mechanisms as set out in the UK GDPR in place.
We use email distribution platforms to enable us to communicate with you via email. Your data may be stored and processed outside the EU in order to deliver these emails to you.
A portion of Telappliant’s finance and support operations are processed in Sri Lanka, whereby the appropriate security mechanisms are in place in the form of a Standard Contractual Agreement.
How we keep your information secure?
We work hard to protect Telappliant and our customers from unauthorised access to or unauthorised alteration, disclosure or destruction of information that we hold. In particular:
- We encrypt many of our services using SSL.
- When you enter credit card information to the Telappliant website our secure servers ensure that all details are encrypted at your browser before they are sent to us.
- During the order process, we may store your personal details on our in-house secure servers, within Salesforce or within Lightning Force cloud-based systems. Credit card details are processed separately and stored securely.
- We review our information collection, storage and processing practices, including physical security measures, to guard against unauthorised access to systems.
- We restrict access to personal information to Telappliant employees, contractors and agents who need to know that information to process it for us and who are subject to strict contractual confidentiality obligations. They may be disciplined, or their contract terminated if they fail to meet these obligations.
If you are using a Telappliant service on a device or account issued to you by your employer or another organisation, that company likely has its own policies regarding storage, access, modification, deletion, and retention of communications and content which may apply to your use of any Telappliant services. Content that would otherwise be considered private to you or to a limited group of people may, in some cases, be accessible by your account owner or administrator. Please check with your employer or account administrator about the policies in place regarding your communications.
Your data protection rights
You may have certain rights in relation to your information. The availability of these rights and the ways in which you can use them are set out below in more detail.
Some of these rights will only apply in certain circumstances. If you would like to exercise, or discuss, your rights below please contact us at dataprotection@telappliant.com .
- Right to withdraw your consent at any time. Users have the right to withdraw consent where they have previously given their consent to the processing of their Personal Data.
- Access : you are entitled to ask us if we are processing your information and, if we are, you can request access to your personal information. This enables you to receive a copy of the personal information we hold about you and certain other information about it.
- Correction : you are entitled to request that any incomplete or inaccurate personal information we hold about you is corrected.
- Erasure : you are entitled to ask us to delete or remove personal information in certain circumstances. There are also certain exceptions where we may refuse a request for erasure, for example, where the personal data is required for compliance with law or in connection with claims.
- Restriction : you are entitled to ask us to suspend the processing of certain of your personal information about you, for example if you want us to establish its accuracy or the reason for processing it.
- Transfer: you may request the transfer of certain of your personal information to another party.
- Objection : where we are processing your personal information based on a legitimate interest (or those of a third party) you may challenge this. However, we may be entitled to continue processing your information based on our legitimate interests or where this is relevant to legal claims. You can object to marketing by contacting us to add you onto the suppression list and certain cookies such as tracking cookies.
- Automated decision making and profiling: Telappliant do not perform any automated decision-making based on personal data that produces legal effects or similarly significantly affects you.
- Lodge a complaint with the Information Commissioner: You have a right to lodge a complaint with the Supervisory Authority should you feel that we have not handled your information in line with legislative and regulatory requirements. This is the Information Commissioner’s Office (ICO) in the UK:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
(e) casework@ico.org.uk
(t) 0303 123 1113
Compliance with data protection and related regulations
We are committed to complying with applicable data protection legislation including the Data Protection Act 2018, the Privacy and Electronic Communications Regulations (PECR, 2003) and the UK General Data Protection Regulation (UK GDPR).
You can contact our team at dataprotection@telappliant.com for any data protection related queries, to action your rights or for anything else.
Changes to this Policy
This notice will be changed from time to time.
If we change anything important about this notice (the information we collect, how we use it or why) we will provide a prominent link to it for a reasonable length of time following the change on the website or notify you
Cookies
Our website uses small pieces of code that are stored on your computer/device called “Cookies”. In most cases these cookies are used to help the site function properly, but in some cases, they relate to analytical tracking which we use to track usage of our site and how it could be improved. We have provided Cookie Controls that are accessible from the cog icon in the bottom left of the screen. You can select how much access you allow.
Below we have listed the cookies our site uses.
| Cookie names | Type of cookie | First or Third party | Can be blocked | Session or Persistent | Expiry Time | Purpose |
| SnapABugRef | Essentials | Third party | Persistent | 1641825443 | ||
| SnapABugHistory | Essentials | Third party | Persistent | 1673354243 | ||
| SnapABugUserAlias | Essentials | Third party | Persistent | 1673354243 | ||
| SnapABugVisit | Essentials | Third party | Session | |||
| PHPSESSID | Essentials | Third party | Persistent | 1642422970.2807 | ||
| APISID, CONSENT, GPS, HSID, LOGIN_INFO, PREF, SAPISID, SID, SSID, VISITOR_INFO1_LIVE, YSC | Functionality | Third party | Persistent | |||
| prism_66900692 | Essentials | Third party | Persistent | 1644410170.441 |