Privacy Policy

1. Introduction

Relay Contact Center ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our virtual contact center and customer support services.

By using our services, you agree to the collection and use of information in accordance with this policy. If you do not agree with the terms of this Privacy Policy, please do not access our services.

2. Information We Collect

2.1 Information You Provide

We collect information that you voluntarily provide to us, including:

• Contact information (name, email address, phone number, company name)
• Account credentials and authentication information
• Payment and billing information
• Communication preferences
• Any other information you choose to provide through our contact forms or communications

2.2 Call Data and Recordings

In providing our contact center services, we may collect:

• Call logs (date, time, duration, caller ID)
• Call recordings (when enabled and legally permitted)
• Voicemail messages
• IVR selections and interactions
• Call routing data

2.3 Automatically Collected Information

When you access our website or services, we may automatically collect:

• IP addresses and device identifiers
• Browser type and version
• Operating system information
• Usage data and analytics
• Cookies and similar tracking technologies

3. How We Use Your Information

We use the collected information for the following purposes:

• To provide, maintain, and improve our contact center services
• To process transactions and send related information
• To respond to your inquiries and provide customer support
• To send administrative information, updates, and security alerts
• To monitor and analyze usage patterns and trends
• To detect, prevent, and address technical issues and security threats
• To comply with legal obligations and enforce our terms
• To send marketing communications (with your consent where required)

4. Data Sharing and Disclosure

We may share your information in the following circumstances:

4.1 Service Providers

We may share your information with third-party service providers who perform services on our behalf, including telecommunications carriers, payment processors, and IT infrastructure providers. These providers are bound by confidentiality obligations.

4.2 Legal Requirements

We may disclose your information if required to do so by law or in response to valid requests by public authorities (e.g., court orders, subpoenas, or government regulations).

4.3 Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred as part of that transaction.

4.4 With Your Consent

We may share your information with third parties when we have your explicit consent to do so.

5. Data Security

We implement appropriate technical and organizational security measures to protect your information against unauthorized access, alteration, disclosure, or destruction. These measures include:

• Encryption of data in transit and at rest
• Regular security assessments and audits
• Access controls and authentication requirements
• Secure data storage and backup procedures
• Employee training on data protection practices

However, no method of transmission over the Internet or electronic storage is 100% secure. While we strive to protect your information, we cannot guarantee its absolute security.

6. Data Retention

We retain your information for as long as necessary to provide our services and fulfill the purposes outlined in this Privacy Policy. When determining retention periods, we consider:

• The nature of the information collected
• Legal and regulatory requirements
• The purposes for which the information was collected
• Our legitimate business needs

Call recordings and logs are typically retained for 90 days unless longer retention is required by law or contractual obligations.

7. Your Rights

Depending on your location, you may have the following rights:

• Access: Request access to your personal information
• Correction: Request correction of inaccurate information
• Deletion: Request deletion of your information
• Portability: Request transfer of your information
• Objection: Object to certain processing of your information
• Restriction: Request restriction of processing
• Withdrawal: Withdraw consent where processing is based on consent

To exercise these rights, please contact us at contact@relaycontactcenter.com.

8. Cookies and Tracking Technologies

We use cookies and similar tracking technologies to track activity on our website and hold certain information. You can instruct your browser to refuse all cookies or to indicate when a cookie is being sent.

Note that some features of our website may not function properly without cookies.

9. International Data Transfers

Your information may be transferred to and maintained on computers located outside of your jurisdiction where data protection laws may differ. We take appropriate safeguards to ensure your information remains protected in accordance with this Privacy Policy.

10. Children's Privacy

Our services are not directed to individuals under the age of 18. We do not knowingly collect personal information from children. If you become aware that a child has provided us with personal information, please contact us immediately.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page and updating the "Last updated" date. We encourage you to review this Privacy Policy periodically for any changes.

12. Contact Us

If you have any questions about this Privacy Policy or our data practices, please contact us: