Firetell
Privacy Policy

Privacy Policy

Firetell ("we", "us", or "our") operates the Firetell website (https://firetell.com) and provides cloud communications services (the "Service"). This Privacy Policy informs you of our policies regarding the collection, use, and disclosure of personal data when you use our Service and the choices you have associated with that data.

By using the Service, you agree to the collection and use of information in accordance with this policy.

1. Information We Collect

We collect several different types of information for various purposes to provide and improve our Service to you.

A. Personal Data

While using our Service, we may ask you to provide us with certain personally identifiable information that can be used to contact or identify you ("Personal Data"). This may include, but is not limited to:

  • Email address
  • First name and last name
  • Phone number (and company phone numbers)
  • Company name and business address
  • Billing and credit card information (processed securely via third-party payment gateways)

B. Usage & Telephony Data

When you access the Service via web browsers, applications, or APIs, we automatically collect information regarding how the Service is accessed and used, including:

  • IP address, browser type, and browser version.
  • Call Detail Records (CDRs): call duration, originating and terminating phone numbers, connection times, and SMS metadata.
  • Call Recordings and Transcripts: If you utilize our Call Recording or Voice AI features, we temporarily or permanently store audio files and text transcripts based on your retention settings.

2. How We Use Your Data

Firetell uses the collected data for various purposes:

  • To provide, maintain, and monitor the performance of our cloud communication platform.
  • To process payments, manage subscriptions, and prevent billing fraud.
  • To route voice calls, SMS, and data traffic efficiently across international networks.
  • To provide customer care, technical assistance, and troubleshoot network issues.
  • To train and enhance our Voice AI capabilities (only where explicit consent or enterprise agreements allow).
  • To comply with applicable telecommunications laws, regulations, and legal processes.

3. Data Retention & Storage

  • Account Data: We retain your Personal Data for as long as your account is active or as needed to provide you with the Service.
  • Call Logs & Recordings: Call Detail Records (CDRs) and call recordings are retained in accordance with your chosen subscription plan (e.g., 7 days for Free, 30 days for Starter, 1 year for Business). You can manually delete recordings or request custom retention windows.
  • Security: We store your data on secure cloud servers with end-to-end encryption protocols (AES-256) to prevent unauthorized access, alteration, or disclosure.

4. Disclosure and Sharing of Data

We do not sell your personal data. We may disclose your information only under the following circumstances:

  • Third-Party Telecommunication Carriers: To route your calls and text messages globally, data must be shared with local and international telecom carriers.
  • Service Providers: We employ third-party companies (such as payment processors and cloud hosting providers) to facilitate our Service. These third parties have access to your data only to perform tasks on our behalf and are obligated not to disclose it.
  • Legal Requirements: We may disclose your data if required to do so by law or in response to valid requests by public authorities (e.g., a court or a government agency).

5. Data Protection Rights (GDPR & Global Compliance)

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

  • The right to access, update, or delete the information we have on you.
  • The right of rectification if your information is inaccurate or incomplete.
  • The right to object to or restrict our processing of your personal data.
  • The right to data portability, allowing you to receive a copy of your data in a structured, machine-readable format.

To exercise any of these rights, please contact our support team.

6. Cookies and Tracking Technologies

We use cookies and similar tracking technologies to track the activity on our Service and hold certain information. You can instruct your browser to refuse all cookies, but doing so may prevent you from using some portions of our Service.

7. Children's Privacy

Our Service does not address anyone under the age of 18. We do not knowingly collect personally identifiable information from children. If we discover that a child under 18 has provided us with personal data, we will delete it immediately from our servers.

8. Changes to This Privacy Policy

We may update our 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 at the top. You are advised to review this Privacy Policy periodically for any changes.

9. Contact Us

If you have any questions or concerns about this Privacy Policy, please reach out to our Data Protection Officer:

  • Email: [email protected]
  • Hotline: 1900 1234
  • Address: 10th Floor, ABC Building, 123 Nguyen Hue, District 1, HCMC, Vietnam

Last updated: 03/07/2026