Privacy Policy

1Overview & Applicability

This Privacy Policy applies to the services offered by MI Connect 360 (referred to as "we", "our", or "the Platform"), including our web applications, telephony endpoints, APIs, and administrative consoles. By accessing or using our services, enterprise customers ("Tenants") and their authorized staff ("Users") consent to the data practices detailed herein.

2Information We Collect

To provide enterprise cloud telephony, call bridging, and CRM synchronization, we collect the following categories of information:

• Account & Profile Data: Names, corporate email addresses, phone numbers, assigned roles (Superadmin, Admin, BDE, Team Lead), and authentication credentials.
• Call Detail Records (CDR) & Telephony Metadata: Inbound and outbound phone numbers, call timestamps, duration, IVR menu selections, call statuses (e.g. answered, missed, busy), routing agent IDs, and telecom gateway identifiers.
• Audio Recordings & Voice Transcripts: Where call recording is enabled by the enterprise tenant for customer service, compliance, and quality auditing, audio streams are captured and stored within isolated, encrypted storage buckets.
• Customer & Lead Information: Lead names, inquiry projects, followup schedules, and agent notes entered into the CRM workspace.
• System Logs & Security Telemetry: IP addresses, browser user-agents, access timestamps, OTP authentication attempts, and audit trail events.

3How We Use Your Information

We process collected data exclusively for legitimate operational purposes:

4Telephony Data & Audio Recording Protocols

Telephony services rely on authorized Indian telecommunications carriers and SIP trunk providers. Call recordings are handled strictly under the direction of the tenant:

• Consent & Disclosure: Enterprises utilizing MI Connect 360 are obligated to configure mandatory IVR voice disclaimers informing callers that calls may be monitored or recorded for training and quality purposes.
• Encryption: Audio files are encrypted both during streaming transmission (TLS/SRTP) and when archived at rest using AES-256 standard encryption.
• Access Segregation: Only authenticated personnel with explicit audio review permissions can listen to or export call recordings.

5Data Sharing & Third-Party Gateways

We do not sell, rent, or monetize your information to advertisers. We share data only with trusted infrastructure partners necessary to deliver core platform functionalities:

• Licensed Telecom Partners: Licensed telecom providers for telephony call routing, SMS OTP delivery, and virtual DID allocation.
• Cloud Infrastructure & Database Hosts: Highly secure, ISO 27001-certified data centers hosting our database clusters and API microservices.
• Legal & Regulatory Authorities: Only when strictly mandated by a valid court order, subpoena, or statutory requirement under Indian law.

6Data Retention & Deletion

We retain Call Detail Records and lead data for the duration of the enterprise subscription or as mandated by statutory telecommunications retention standards (minimum CDR retention required by Indian telecom law). Upon formal termination of enterprise services, tenants may request complete export and secure deletion of their archived audio recordings and contact records.

7Your Rights & Access Controls

Depending on your administrative role, you possess the right to:

• Access and audit all customer data and call logs associated with your account.
• Request rectification of incorrect user profiles or lead records.
• Revoke access credentials, terminate staff sessions, and configure role boundaries.
• Submit privacy inquiries or grievance redressal requests to our data privacy officer.