Telavox processes personal data either as a Data Controller or as a Data Processor on behalf of its customers. As a Data Controller, Telavox is responsible for informing individuals about the processing of their personal data. When acting as a Data Processor, the responsibility to provide this information lies with the Data Controller, in accordance with GDPR Articles 13 and 14, which outline individuals’ rights to receive transparent and detailed information about how their data is handled.
Below you can find a detailed information on the Telavox Processing of Personal data as a controller.
Communication Services
| Communication services Telephony, Text messaging and MMS (Data communication) | Personal data – Traffic data (technical data) | Data Subjects – Customer end users |
| Purpose of processing – Telavox provides a technical platform for delivering telecommunication services (Telephony including Voice, SMS, MMS and data communication, roaming, international calls including SMS and MMS, calls to special numbers and calls to directory services) for Customer end users for the duration of their subscription period. Retention time – Telavox is required to store the personal data for 3 months (end user) and 6 months (Lagen om Elektronisk Kommunikation, LEK). | ||
| Legal ground – Performance of a contract Art 6 1.b) Processing is necessary for the performance of the agreement with Customer and the end users as part of the services for the duration of the subscription. | ||
| Data sharing and data transfer – Personal data is collected, processed and stored in the EU/EEA and Sweden for the duration of the end user subscription. | ||
Support Services
| Operational Support Normal operations System error or interruptions on operations | Personal data – Traffic data (technical data) | Data Subjects – Customer end users |
| Purpose of processing – Telavox delivers support services for managing Customer support cases regarding service monitoring, incident and problem management in scope for Operational Support. Data retention – Personal data, technical support data and service logs processed in Operational Support are stored for the duration of the contract and up to 12 months after. | ||
| Legal ground – Performance of a contract Art 6 1.b) Processing is necessary for the performance of the agreement with Customer and the end users for the duration of the agreement. | ||
| Data sharing and data transfer – Personal data is collected, processed and stored in the EU/EEA and Sweden for the duration of the end user subscription. Telavox is required to store the personal data for a prolonged duration of time based on other legal requirements (i.e. Criminal law) | ||
User Administration and Invoicing
| User Administration Sign up end user Port in end user Credit check SIM-card distribution | Personal data – Full name – Full Address – Product type – Phone number – National ID number | Data Subjects – Customer end users |
| Purpose of processing – Telavox shall provide Customer with a user administration web services for end user sign up, selfcare and SIM-card distribution and pre-subscription credit value check. The web services also manage end user porting requests. Data retention – Telavox stores the personal data on User Administration for the duration of the subscription and 12 months after. No personal data is stored for credit check rating. | ||
| Legal ground – Performance of a contract Art 6 1.b) Processing is necessary for the performance of the agreement with Customer and the end users for the duration of the subscription. | ||
| Data sharing and data transfer – Personal data is collected, processed and stored in the EU/EEA and Sweden for the duration of the end user subscription. | ||
| Rating | Personal data – Traffic data (technical data) – Full name – Full Address – Product type – Phone number – CDR – QDN | Data Subjects – Customer end users |
| Purpose of processing – Telavox separate the collected technical data from telecommunications into individual information on calls, roaming, text and data usage for the purpose of reporting and invoicing the Customer end users for the services. Data retention – Telavox is required to store the personal data for 3 months (end user) and 6 months (LEK). | ||
| Legal ground – Performance of a contract Art 6 1.b) Processing is necessary for the performance of the agreement with Customer and the end users for the duration of the agreement. | ||
| Data sharing and data transfer – Personal data is collected, processed and stored in the EU/EEA and Sweden for the duration of the end user subscription. When a Customer end user is utilizing the services outside the EU/EEA (roaming), traffic data will be processed outside the EU/EEA for this specific purpose by the local mobile network operator (MNO), acting as the controller. | ||
| Invoicing Generate end user invoices from rating (traffic) data based on individual usage of service/data. | Personal data – Traffic data (technical data) – Full name – Full Address – Product type – Phone number – Invoice number | Data Subjects – Customer end users |
| Purpose of processing – Telavox collect, process and prepare the invoicing information and share the data with an external party for processing and distribution of invoices of Customer end users. Data retention – eFaktura and Autogiro are stored for 18 months as legal requirements. | ||
| Legal ground – Performance of a contract Art 6 1.b) Processing is necessary for the performance of the agreement with Customer and the end users for the duration of the agreement. | ||
| Data sharing and data transfer – Personal data is collected, processed and shared with a subprocessor in Sweden. | ||
| Reporting Operational reporting Financial reporting | Personal data – Traffic data (technical data) – Financial data (Financial and operational reporting only) | Data Subjects – Customer end users |
| Purpose of processing – Telavox has contractual obligations (e.g. to Customer, end-user) to report operational (daily extracts on service performance) and financial (number of new users, outstanding debt, pre-billing) status reports. Data retention – Financial reports in relation to accounting (Bokföringslag) are stored for 8 years. Other financial reports and operational reports are stored for 12 months. | ||
| Legal ground – Performance of a contract Art 6 1.b) Processing is necessary for the performance of the agreement with Customer for the duration of the agreement. | ||
| Data sharing and data transfer – Telavox generates and shares information in reports with the Customer. | ||
Add on Services and Features using Generative AI model
| Voice call recording | Personal data -Voice recording | Data Subjects -Customer end user -Employees |
| Purpose of processing – Telavox will record voice calls in our service for a) customer care quality assurance and training purposes and b) for follow up on contractual obligations as evidence Data retention – Voice recordings will be stored for a) 3-7 days b) 90 days or on special occasions for the duration of a contractual conflict. | ||
| Legal ground – Art 6 1.f) Processing is necessary for the purpose of the Telavox legitimate interest of recording customer calls, for what has been communicated in call for contractual obligations and Telavox service development. Recorded calls will also be used for training purposes of the Telavox employees. | ||
| Data sharing and data transfer – Personal data is collected, processed and stored in the EU/EEA. | ||
| Voice call transcription Add on service for transcribing recorded calls | Personal data – Voice recording – Recorded call transcript | Data Subjects – Employees – Customer end users |
| Purpose of processing – Telavox offer an added services for improving internal efficiency, recording calls for training purposes and service improvements. Data retention – Transcribed recorded calls are stored for 90 days and is then deleted. | ||
| Legal ground – Art 6 1.f) Processing is necessary for the purpose of the Telavox legitimate interest of transcribing recorded calls, for what has been communicated in call for contractual obligations and Telavox service development. Transcribed recorded calls will also be used for training purposes of the Telavox employees. | ||
| Data sharing and data transfer – Personal data is collected, stored and processed in the EU/EEA and Sweden. | ||
| Telavox meeting assistant Add on service for record, transcribe and summarise internal and external meetings. | Personal data – Video recording and transcript (Minutes of meeting) | Data Subjects – Employees – Customer end users |
| Purpose of processing – Telavox offer added services for improving internal efficiency using a Generative AI model for ducumenting meetings. Purpose of processing is improving internal efficiency. Data retention – Meeting summaries and recorded video are stored for 90 days. | ||
| Legal ground – Consent Art 6 1.a) Processing is based on your Consent for using a Generative AI model, processing your personal data. | ||
| Data sharing and data transfer – Personal data is collected, stored and processed in the EU/EEA and Sweden. | ||
| Telavox AI Receptionist Add on service for Receptionist automation | Personal data – Voice Recording – Calendar – Contact information | Data Subjects – Employees – Customer end users |
| Purpose of processing – Telavox offer an added services to enhance the end user experience, Telavox availability and internal efficiency. Data retention – Voice recordings will be stored for a) 3-7 days b) 90 days or on special occasions for the duration of a contractual conflict. No other data is stored for the purpose of the Telavox AI Receptionist. | ||
| Legal ground – Consent Art 6 1.a) Processing is based on your Consent for using a Generative AI model, processing your personal data. | ||
| Data sharing and data transfer – Personal data is collected, stored and processed in the EU/EEA. | ||
If you have any questions or requests concerning the detailed processing of personal data, you can reach us at:
Email: privacy@telavox.com
Address: Telavox AB, Stora Varvsgatan 6A, 211 19 Malmö
We are dedicated to protecting your privacy and will address your inquiries as promptly as possible.
For further information regarding Telavox use of AI applications, read more here.
