Data retention schedule
Draft for legal review
This text is not in force yet. Highlighted items wait for an owner decision
How long iCall keeps each kind of data by default, who can change it, and how deletion works. Periods are proposals.
Version 0.1-draft · Updated
Draft for legal review. The periods below are proposals for the owner to confirm (D13, D14). Where the table says "statutory", the exact period must be confirmed with an accountant and a lawyer.
1. Principles
- We keep data only as long as it is needed for the purpose it was collected for, then delete it.
- For call content that iCall processes for a business customer, the customer is the controller and sets the retention within the range the product allows. These periods are the defaults and the maximum we apply unless the order form says otherwise.
- Technical logs must not contain personal content such as the words spoken, full phone numbers or message text.
- Deleting data means removing it from the database, file storage, search indexes and exports we control. Backups age out on their own cycle (section 4).
2. Schedule
| Data | Default retention | Notes |
|---|---|---|
| Call audio recordings | [60 days · to be confirmed] | Only if recording is switched on for the assistant. Customer may shorten it. |
| Call transcripts and summaries | [180 days · to be confirmed] | A transcript is kept even where audio is not. Customer may shorten it. |
| Call metadata (time, duration, numbers, outcome, cost) | [13 months · to be confirmed] | Needed for billing, usage and reporting. Phone numbers can be masked after 90 days on request. |
| Operational and technical logs | [30 days · to be confirmed] | Without call content. |
| Audit log (who accessed or changed what) | [12 months · to be confirmed] | Security evidence. Append only. |
| Demo audio and transcripts (website visitors) | [30 days audio, 90 days transcript, as in the first privacy draft · to be confirmed] | Planned, with the live voice demo. Anonymous visitors. |
| Demo and abuse-prevention records (anonymous identifier, risk signal built from a keyed hash of the IP address) | [30 days · to be confirmed] | Planned, with the live voice demo. The raw IP address is not kept in the application log. |
| Phone verification code requests | codes expire after 5 minutes; request records [30 days · to be confirmed] | Planned, with the live voice demo. No code or message text is stored in telemetry. |
| Account data (names, work email or phone, roles) | while the account is active, then [30 days after closure · to be confirmed] | |
| Contact form requests and sales correspondence | [12 months from the last contact · to be confirmed] | |
| Support tickets | [24 months after closing · to be confirmed] | |
| Invoices, payment status and accounting records | statutory period [confirm with accountant · to be confirmed] | Georgian accounting and tax rules. No card numbers are held by iCall. |
| Opt-out and suppression lists | as long as needed to honour the opt-out [until the customer deletes the contact or the account closes · to be confirmed] | Minimal data (a hash or the number). |
| Customer knowledge base and assistant settings | while the account is active, then deleted per section 3 |
- Data
- Call audio recordings
- Default retention
- [60 days · to be confirmed]
- Notes
- Only if recording is switched on for the assistant. Customer may shorten it.
- Data
- Call transcripts and summaries
- Default retention
- [180 days · to be confirmed]
- Notes
- A transcript is kept even where audio is not. Customer may shorten it.
- Data
- Call metadata (time, duration, numbers, outcome, cost)
- Default retention
- [13 months · to be confirmed]
- Notes
- Needed for billing, usage and reporting. Phone numbers can be masked after 90 days on request.
- Data
- Operational and technical logs
- Default retention
- [30 days · to be confirmed]
- Notes
- Without call content.
- Data
- Audit log (who accessed or changed what)
- Default retention
- [12 months · to be confirmed]
- Notes
- Security evidence. Append only.
- Data
- Demo audio and transcripts (website visitors)
- Default retention
- [30 days audio, 90 days transcript, as in the first privacy draft · to be confirmed]
- Notes
- Planned, with the live voice demo. Anonymous visitors.
- Data
- Demo and abuse-prevention records (anonymous identifier, risk signal built from a keyed hash of the IP address)
- Default retention
- [30 days · to be confirmed]
- Notes
- Planned, with the live voice demo. The raw IP address is not kept in the application log.
- Data
- Phone verification code requests
- Default retention
- codes expire after 5 minutes; request records [30 days · to be confirmed]
- Notes
- Planned, with the live voice demo. No code or message text is stored in telemetry.
- Data
- Account data (names, work email or phone, roles)
- Default retention
- while the account is active, then [30 days after closure · to be confirmed]
- Notes
- Data
- Contact form requests and sales correspondence
- Default retention
- [12 months from the last contact · to be confirmed]
- Notes
- Data
- Support tickets
- Default retention
- [24 months after closing · to be confirmed]
- Notes
- Data
- Invoices, payment status and accounting records
- Default retention
- statutory period [confirm with accountant · to be confirmed]
- Notes
- Georgian accounting and tax rules. No card numbers are held by iCall.
- Data
- Opt-out and suppression lists
- Default retention
- as long as needed to honour the opt-out [until the customer deletes the contact or the account closes · to be confirmed]
- Notes
- Minimal data (a hash or the number).
- Data
- Customer knowledge base and assistant settings
- Default retention
- while the account is active, then deleted per section 3
- Notes
3. When the agreement ends
After the agreement ends, the customer can export its data for [30 days · to be confirmed]. When that period ends, we delete the customer's call content and workspace data. Records we must keep by law (for example invoices) stay for the statutory period, separately and only for that purpose.
A business customer can also ask us to delete specific calls or contacts earlier. We confirm in writing when the deletion is done.
4. Backups
Backups are kept for a limited cycle, and deleted data leaves the backups when they expire, which happens within [35 days · to be confirmed] of the deletion from the live system. Data in a backup is not used for anything else and is deleted again if a backup is restored. Backup and restore testing is a planned practice [confirm the backup plan before launch · to be confirmed].
5. Legal hold and exceptions
We may keep data longer if the law or a competent authority requires it, or if it is needed to establish, exercise or defend a legal claim, and only for as long as that need lasts. In that case we limit access to the data.
6. Subprocessors
Our subprocessors delete data under the terms of their contract with us, and in line with the periods above. The current list is in the DPA.
7. Asking for earlier deletion
If you are a caller and want data about you deleted, contact the business you called. If you are a visitor to our website or a demo user, write to [privacy contact email · to be confirmed]. See the privacy policy for your rights.