Privacy
Privacy Policy
CallCanary routes urgent business calls and creates a clean record for incident response teams. This policy explains what information we handle to provide that service and the choices available to you.
If your organization has a separate written agreement with CallCanary, that agreement may include additional privacy or data processing terms.
1. Scope
This Privacy Policy applies to CallCanary websites, the CallCanary application, and related live call routing services, including call intake, routing, transcription, summaries, recordings, usage records, and support communications.
For account, website, billing, and product administration data, CallCanary generally acts as a controller. For caller content and incident routing information processed on behalf of a customer, CallCanary generally acts as a service provider or processor for that customer. Customer agreements may define these roles more specifically.
2. Information we collect
Information you provide
We collect information you provide when you create an account, join or administer an organization, configure a Line or Agent, contact us, or purchase a plan. This may include name, email address, organization name, role, support messages, billing details, and configuration instructions.
Call and incident information
When CallCanary handles a call, we may process caller phone numbers, caller-provided names or account details, audio recordings, transcripts, summaries, urgency or priority labels, routing decisions, notes, and metadata such as time, duration, Line, Agent, and call status.
Usage and technical information
We collect log data and product usage information such as pages viewed, actions taken, device and browser information, IP address, approximate location, authentication events, diagnostics, and security events.
Information from third parties
We may receive information from service providers and integrations, such as payment status, telephony events, authentication providers, email delivery status, or incident workflow tools you connect.
3. How we use information
We use information to:
- provide, operate, route, transcribe, summarize, and improve the service;
- authenticate users and administer organizations, Lines, Agents, and plans;
- create call records and make them available to authorized customer users;
- monitor reliability, debug issues, prevent abuse, and protect the service;
- process billing, send administrative notices, and respond to support requests;
- understand product usage and decide what to improve; and
- comply with legal obligations and enforce our agreements.
We do not sell personal information. We do not use customer call content to train general-purpose models unless a customer gives us permission or a written agreement says otherwise.
4. How we share information
We share information only as needed to operate CallCanary, comply with law, or follow your instructions.
- Service providers. We use vendors for cloud hosting, telephony, speech processing, AI processing, analytics, security, customer support, email, and payment processing.
- Organization administrators. If your account belongs to an organization, authorized administrators may access account, usage, configuration, and call record information for that organization.
- Integrations. If you connect CallCanary to another tool, we share the information needed to make that integration work.
- Legal and safety reasons. We may disclose information when required by law, to protect rights and safety, to prevent fraud or abuse, or to enforce our agreements.
- Business transfers. If CallCanary is involved in a merger, acquisition, financing, or sale of assets, information may be transferred as part of that transaction.
5. Retention and security
We keep personal information for as long as needed to provide the service, maintain business records, comply with law, resolve disputes, and enforce agreements. Retention periods can vary by data type, customer settings, legal requirements, and operational needs.
We use administrative, technical, and organizational safeguards designed to protect information. No internet service can be guaranteed to be perfectly secure, so customers should configure access carefully and avoid submitting information that is not needed for incident routing.
6. Your choices
Depending on where you live, you may have rights to access, correct, delete, export, or object to certain uses of personal information. You may also be able to limit certain communications or withdraw consent where processing is based on consent.
To make a privacy request, contact info@callcanary.ca. We may need to verify your identity or route your request through the CallCanary customer that controls the relevant call or incident data.
7. International transfers
CallCanary and its service providers may process information in Canada, the United States, and other countries where we or our providers operate. Those countries may have data protection laws that differ from the laws where you live. Where required, we use appropriate safeguards for cross-border processing.
8. Changes and contact
We may update this Privacy Policy as the service, laws, or our business change. If we make material changes, we will update the effective date and provide notice when required.
Questions about this policy can be sent to info@callcanary.ca.