Privacy Policy

1. Introduction

Welcome to Team-Connect, the AI-powered customer service platform. We are committed to protecting your privacy and ensuring transparency in how we collect, use, and protect your personal data.

This Privacy Policy explains how Team-Connect Limited ("we", "us", or "our") processes personal data in connection with our AI customer service platform, website, and related services.

2. Data Controller

Team-Connect Limited is the data controller for the personal data we process. Our contact details are provided at the end of this policy.

3. Data We Collect

We collect different types of data depending on how you interact with our services:

3.1 Account Information

• Name and contact details (email, phone number)
• Business information (company name, industry, size)
• Billing information (processed securely through Stripe)
• Account preferences and settings

3.2 Technical Information

• IP address and geolocation data
• Browser type, version, and settings
• Device information and operating system
• Usage data and interaction patterns

3.3 Communication Data

• Support tickets and correspondence
• Feedback and survey responses
• Marketing communication preferences

4. Voice & Call Data

As an AI voice platform, we process voice and call data as part of our core service:

4.1 Call Recordings

When using our AI customer service platform, calls may be recorded for:

• Quality assurance and service improvement
• Training our AI models for better accuracy
• Compliance and legal requirements
• Dispute resolution and customer support

4.2 Voice Data Processing

5. How We Use Your Data

We use your personal data for the following purposes:

5.1 Service Delivery

• Providing AI customer service functionality
• Processing and routing phone calls
• Account management and billing
• Customer support and troubleshooting

5.2 Service Improvement

• Analyzing usage patterns to improve our AI
• Developing new features and capabilities
• Performance monitoring and optimization
• Security monitoring and threat detection

5.3 Communication

• Service updates and notifications
• Marketing communications (with consent)
• Legal and regulatory communications
• Customer satisfaction surveys

5.4 Legal Compliance

• Compliance with legal obligations
• Fraud prevention and detection
• Regulatory reporting requirements
• Law enforcement requests (when legally required)

6. Legal Basis for Processing

Under GDPR, we must have a legal basis for processing your personal data. We rely on the following legal bases:

7. Third-Party Services

We work with trusted third-party providers to deliver our services. All providers are carefully selected and meet our strict privacy standards:

7.1 Essential Service Providers

7.2 Analytics and Marketing

• Google Analytics: Website usage analytics (anonymized)
• Mailchimp: Email marketing (with consent only)
• Intercom: Customer support and communication
• Hotjar: User experience analytics (anonymized)

8. Data Storage & Security

We implement industry-leading security measures to protect your data:

8.1 Security Measures

• Encryption: All data encrypted in transit (TLS 1.3) and at rest (AES-256)
• Access Control: Role-based access with multi-factor authentication
• Infrastructure: Cloud services with SOC 2 Type II compliance
• Monitoring: 24/7 security monitoring and threat detection
• Backups: Encrypted backups with geographic redundancy
• Auditing: Regular security audits and penetration testing

8.2 Data Location

Your data is primarily stored in:

• Primary: European Union (Frankfurt, Germany)
• Backup: United Kingdom (London)
• CDN: Global edge locations for performance

8.3 Data Breach Response

In the unlikely event of a data breach:

• We will notify supervisory authorities within 72 hours
• Affected individuals will be notified without undue delay
• We will take immediate steps to contain and remedy the breach
• A full investigation will be conducted and reported

9. Data Retention

We retain personal data only for as long as necessary for the purposes outlined in this policy:

10. Your Rights Under GDPR

You have the following rights regarding your personal data:

10.1 Right to Information

You have the right to know what personal data we process and how we use it (this policy provides that information).

10.2 Right of Access

You can request a copy of all personal data we hold about you. We will provide this within one month of your request.

10.3 Right to Rectification

You can ask us to correct any inaccurate or incomplete personal data we hold about you.

10.4 Right to Erasure ("Right to be Forgotten")

You can request deletion of your personal data in certain circumstances, including:

• The data is no longer necessary for the original purpose
• You withdraw consent (where consent was the legal basis)
• The data has been unlawfully processed
• Deletion is required for legal compliance

10.5 Right to Restrict Processing

You can ask us to temporarily stop processing your data in certain situations.

10.6 Right to Data Portability

You can request your data in a machine-readable format to transfer to another service provider.

10.7 Right to Object

You can object to processing based on legitimate interests or for direct marketing purposes.

10.8 Rights Related to Automated Decision-Making

You have rights regarding automated decision-making and profiling. Our AI system:

• Does not make automated decisions that significantly affect you
• Provides human oversight for all AI interactions
• Allows you to request human intervention in AI responses

10.9 Right to Complain

If you're unhappy with how we handle your data, you can complain to:

• UK: Information Commissioner's Office (ICO) - ico.org.uk
• EU: Your local data protection authority

11. Cookies and Tracking

We use cookies and similar technologies to enhance your experience and analyze usage:

11.1 Essential Cookies

These are necessary for the website to function and cannot be disabled:

• Authentication: Keep you logged in securely
• Security: Protect against fraud and attacks
• Preferences: Remember your settings and choices

11.2 Analytics Cookies

Help us understand how our website is used (with your consent):

• Google Analytics: Anonymized usage statistics
• Hotjar: User experience analytics
• Performance monitoring: Page load times and errors

11.3 Marketing Cookies

Used for targeted advertising and marketing (with your consent):

• Google Ads: Conversion tracking
• Facebook Pixel: Social media advertising
• LinkedIn Insight: Professional network advertising

11.4 Do Not Track

We respect Do Not Track signals and will not track users who have enabled this setting.

12. International Data Transfers

Some of our service providers are located outside the UK/EU. We ensure adequate protection through:

12.1 Adequacy Decisions

We transfer data to countries with adequacy decisions from the UK/EU:

• United States: For providers covered by adequacy frameworks
• Switzerland: Cloud infrastructure services
• Canada: Analytics and support services

12.2 Standard Contractual Clauses

For other transfers, we use EU/UK Standard Contractual Clauses approved by regulators.

12.3 Specific Safeguards by Provider

13. Privacy Policy Updates

We may update this Privacy Policy to reflect changes in our practices or legal requirements:

• Notice: We'll notify you of significant changes via email or dashboard notification
• Effective Date: Changes take effect 30 days after notification
• Version History: Previous versions are available upon request
• Continued Use: Using our services after changes indicates acceptance

14. Contact Us

If you have any questions about this Privacy Policy or wish to exercise your rights, please contact us:

14.1 Supervisory Authorities

You also have the right to contact supervisory authorities:

• UK: Information Commissioner's Office (ICO)
  Website: ico.org.uk | Phone: 0303 123 1113
• EU: Your local data protection authority
  Find your authority: ec.europa.eu/justice/data-protection