Privacy policy

This policy explains how we handle personal information under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. If you called, texted or chatted with a business that uses VoiceLogic, that business decides how your information is used, so please contact it first.

1. Who we are

VoiceLogic is a trading name of Stream Networks Ltd, company number 06229310, of Unit 8 Kingfisher Court, Hambridge Road, Newbury, RG14 5SJ (“we”, “us”, “our”).

We have not appointed a data protection officer. Questions about how we use personal information go to hello@voicelogic.co.uk.

2. Our two roles: controller and processor

We are the controller for information about visitors to our website, people who contact us, and our customers’ account and billing contacts. We are the processor for the call data our customers’ phone systems handle: for that information, our customer is the controller and we act only on its instructions.

Where we are the controller

• visitors to voicelogic.co.uk;
• people who make an enquiry, ask for a quote or contact our sales team;
• our customers’ account, billing and administrator contacts; and
• people who sign in to the VoiceLogic customer portal, for their sign-in details and security records.

Where we are the processor

When a business uses VoiceLogic, its calls, messages and chats pass through our systems. That business is the controller and we process the information for it under our data processing agreement. Section 5 lists this information.

If you called, texted or chatted with a business that uses VoiceLogic and want to see, correct or delete your information, please contact that business. If you contact us instead, we will pass your request to it.

3. Information we collect as controller

• Website visitors: information from cookies and similar technologies (see our cookie policy), and our web server’s standard logs, which record your internet (IP) address, the date and time, the page you asked for, the page you came from and your browser type. Our website is built on WordPress, which does not add analytics, and we do not use any.
• Enquiries: your name, business, email address, phone number and what you tell us. Calls to our sales team are recorded for training and quality. If you have a question about a recording, or want a copy, email hello@voicelogic.co.uk.
• Customer contacts: names, job titles, business email addresses and phone numbers, billing address, orders, invoices and support correspondence. Direct Debit details are collected and held by GoCardless, our Direct Debit provider. We do not hold card numbers.
• Portal users: name, email address, role, sign-in details, two-step sign-in settings, sign-in history, the internet (IP) addresses used, and security logs.
• Marketing subscribers: the name and email address of people who have subscribed to our marketing emails.

4. How we use it and our lawful bases

Where we rely on legitimate interests, we have weighed our interests against yours. You can ask us for details, and you can object (see section 10).

5. Call data we process for our customers

For our customers, and only on their instructions, we process:

• call records: callers’ numbers, times, durations and how each call was routed;
• call recordings, when the customer turns recording on;
• transcripts and summaries, when the customer turns transcription on, with card numbers masked;
• voicemail;
• AI agent conversations, the messages agents take, and their transcripts;
• text messages;
• phonebook contacts;
• website chat conversations with the customer’s website visitors; and
• the emergency (999) address set for each extension, which may be a home address for someone who works from home. We register these addresses with the carrier on the customer’s behalf.

Our customers decide whether calls are recorded and transcribed and how long recordings are kept. When recording is on, we play a recording announcement to callers; customers cannot turn it off.

We do not use call data to train AI models. OpenAI does not use data sent through its API to train its models unless a customer opts in, and we have not opted in. We have also switched off ElevenLabs’ option to use our customers’ data to train or improve its models.

6. Who we share information with

The VoiceLogic platform, our website and our mail server are hosted in the UK, in Stream Networks’ own secure data centres. We use the following providers to run VoiceLogic. Each receives only what it needs for its part of the service.

We may also share information with our professional advisers, with the emergency services when a 999 or 112 call is made, with the police, regulators or courts where the law requires it, and with a buyer if our business is sold. We do not sell personal information.

7. International transfers

OpenAI, ElevenLabs and Telnyx are based in the United States, so information processed by them leaves the UK. Where the provider is certified under the UK Extension to the EU–US Data Privacy Framework (the UK–US data bridge), we rely on that; otherwise we rely on the UK International Data Transfer Addendum to the standard contractual clauses in our contract with the provider. GoCardless may process information in the European Union, which the UK recognises as giving personal information adequate protection. You can ask us for details of these safeguards.

8. How long we keep information

9. How we protect information

The measures we use include:

• hosting the VoiceLogic platform in the UK, in Stream Networks’ own secure data centres, which are compliant with PCI DSS and ISO 27001;
• two-step sign-in for the VoiceLogic customer portal;
• stored credentials are encrypted;
• user and administrator roles, so people see only what their role allows;
• an allow-list of internet addresses the portal can be used from;
• card numbers masked in transcripts; and
• security logs, kept for 14 days.

No system is completely secure. If you think there has been a problem, please tell us straight away.

10. Your rights

You have the right to:

• ask for a copy of your personal information;
• ask us to correct information that is wrong or incomplete;
• ask us to delete your information;
• ask us to restrict how we use it;
• object to how we use it, including stopping marketing at any time, for example with the unsubscribe link in every marketing email;
• ask for information you gave us in a format you can take elsewhere;
• withdraw your consent at any time, where we rely on consent; and
• not be subject to a decision based solely on automated processing that has a legal or similarly significant effect on you.

Some rights apply only in certain circumstances. We will normally reply within one month and do not usually charge a fee. If your request is about a call to a business that uses VoiceLogic, please contact that business, as explained in section 2.

11. Cookies

Our website uses only strictly necessary cookies, including one that remembers your cookie choices. If we add any non-essential cookies, they will be used only if you agree. Our cookie policy explains which cookies we use and how to change your choices.

12. How to contact us

For anything about your personal information, email hello@voicelogic.co.uk or write to Data Protection, Stream Networks Ltd, Unit 8 Kingfisher Court, Hambridge Road, Newbury, RG14 5SJ.

13. How to complain

If you are unhappy with how we have used your information, please contact us first so we can try to put it right. You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s data protection regulator, at ico.org.uk or on 0303 123 1113.

14. Changes to this policy

We will update this page when we change how we use personal information, and change the “Last updated” date above. If a change significantly affects our customers, we will also tell them by email.