Privacy policy

1. Who we are

Teltech AI is a service of TELTECH ADVANCED PHONE SYSTEMS CORP, doing business as TelTech, 1043 53rd Street, Brooklyn, NY 11219, United States. Questions about this policy go to cs@teltech.info or (718) 957-7771.

2. What this policy covers

This policy applies to this website (ai.teltech.info) and to the Teltech AI receptionist service: the AI front desk that answers phone calls and website chats, books appointments and captures leads for our customers (the “Service”). It applies to customers who hold an account, to people who call or chat with an AI receptionist one of our customers operates, and to visitors of this website. The IVR and cloud phone system at ivr.teltech.info and community group text messaging at sms.teltech.info are separate products of the same company with their own privacy policies.

3. What we collect

Account information

When you create an account we collect your name, organization, email address, phone number, billing address and a password, which we store only as a hash. If you sign in through our single sign-on service, we keep the account identifier it issues.

Payment information

Card details are entered directly with our payment processor and are not stored on TelTech systems. We keep the card type, the last four digits, the billing name, and a record of each charge.

Content you create in the Service

Knowledge articles and documents you upload, website content you ask the Service to read, greetings and settings, contact lists, and the skills and rules you teach your AI receptionist. This content belongs to you; we store and transmit it to provide the Service.

Call, chat and message records

For every call, chat and text message the Service handles we keep the originating and destination numbers or identifiers, the date, time and duration, the conversation transcript or recording, and the delivery status. We need these records to answer conversations, deliver messages, bill correctly, investigate problems and meet our obligations to carriers.

Text messaging opt-in information

When a customer opts in to TelTech account alerts we record the phone number, the setting changed in the account, and the date and time. When a person opts out (by replying STOP or turning alerts off) we record the same, and we keep it so that we never text that number again.

Technical information

Server logs record the IP address, browser type, device type, pages requested and the time of each request. Our portals set cookies only to keep you signed in and to remember your settings. We do not run third-party advertising or tracking cookies.

Information from callers and chat visitors

If you call or chat with an AI receptionist operated by one of our customers, we process your phone number or chat identifier, the audio and text of your interaction, and any information you provide (for example a contact detail, a form answer or a booking request). We process it on that customer's behalf. Their own privacy notice also applies.

4. How we use it

• To provide the Service: answer calls and chats, book appointments, capture leads, deliver the account alerts you turned on, and show you your conversation history and reports.
• To bill you and to detect and prevent fraud, abuse and unauthorized access.
• To send you the account and service notifications you turned on, and to answer your support requests.
• To improve reliability: capacity planning, troubleshooting and quality measurement.
• To meet legal, regulatory and carrier requirements, including recordkeeping for text messaging programs.

We do not use customer content, recordings or message text to build advertising profiles or to train models that are made available to anyone other than that customer.

5. Text messaging opt-in and consent

6. When we share information

We do not sell personal information, and we do not rent or trade contact lists. We share information only in these cases:

• Service providers that work on our behalf and only as needed to provide the Service: the carriers that deliver calls and text messages, our hosting providers, the AI model providers that generate answers, our payment processor, and our email delivery provider. Each is bound to use the information only for the service it provides to us.
• At your direction, for example when you connect an outside system to your account through the API or a connector.
• To comply with law: a valid subpoena, court order or lawful request from a government authority, or where necessary to protect the safety of a person or the integrity of the Service.
• In a business transfer, if TELTECH ADVANCED PHONE SYSTEMS CORP is acquired or merges, in which case this policy continues to apply to the information transferred.

All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

7. How long we keep it

• Account information: for the life of the account and for up to seven years afterward, as required for tax and billing records.
• Content you create: until you delete it or close your account. Deleted items are removed from active storage promptly and from backups within 90 days.
• Call, chat and message records: for as long as needed for billing, disputes and legal obligations, and no longer than three years unless a legal hold applies.
• Opt-in and opt-out records: opt-out records are kept indefinitely so that a number that said STOP is never texted again. Opt-in records are kept for the life of the opt-in plus four years, as carrier rules require.
• Server logs: 90 days.

8. Security

Connections to our websites and portals are encrypted. Passwords are stored as salted hashes. Access to customer content is limited to staff who need it to provide support, and every access is logged. Card numbers never touch our servers. No system is perfectly secure; if we learn of a breach affecting your information we will notify you as the law requires.

9. Your choices and rights

• Text messages: reply STOP to any message, or turn notifications off in your account.
• Email: every non-essential email includes an unsubscribe link. We will still send billing and security emails while you hold an account.
• Access, correction, export and deletion: you can view and change your account details in the portal. Email cs@teltech.info to request a copy of the personal information we hold about you, to correct it, or to delete it. We answer within 30 days and may ask you to verify your identity first. Some records must be kept as described in section 7.
• Residents of California, New York and other states with privacy laws have the rights those laws provide, including the right to know, to delete, to correct, and not to be discriminated against for exercising them. We do not sell or share personal information for cross-context behavioral advertising.

10. Other people's information

If your AI receptionist records calls, collects information from your callers and visitors, or you upload contacts, you are responsible for having the right to do so and for complying with the laws that apply to you, including call-recording consent laws and the Telephone Consumer Protection Act. We process that information on your instructions and under our terms of service.

11. Children

Our Service is for organizations and adults. We do not knowingly collect personal information from children under 13, and accounts may be opened only by people 18 or older. If you believe a child has provided us information, email cs@teltech.info and we will delete it.

12. Changes to this policy

When we change this policy we update the effective date at the top of this page. If a change materially reduces your rights we will notify account holders by email at least 30 days before it takes effect.

13. Contact

TELTECH ADVANCED PHONE SYSTEMS CORP, doing business as TelTech
1043 53rd Street
Brooklyn, NY 11219, United States
cs@teltech.info · (718) 957-7771
Monday to Friday, 9:00 AM to 6:00 PM Eastern