Law Enforcement Data Request Guidelines

Trust, security, and privacy of our customers are important to us. We apply strict processes and scrutiny when it comes to disclosing customer information with third parties. 

In those cases, when applicable laws and regulations oblige us to do so, Aircall may disclose customer information to Law Enforcement Authorities or Governmental Agencies upon receipt of a respective official request.

How representatives of Law Enforcement Authorities and Government Agencies may lodge requests to Aircall for the provision of customer information.

Are you an Aircall customer? You can contact our support team if you seek any service-related information. We also invite you to review Aircall’s standard Data Processing Agreement, Privacy Policy and Privacy FAQs for more information about Aircall’s data protection practices and compliance.   

Request submission

Please send your request to the Aircall Law Enforcement Response Team at lea.requests@aircall.io 

Request requirements 

Aircall verifies the validity of every request received from a Law Enforcement Authority or Government Agency (“Authority”). 

We accept only requests which are specifically issued in the name of our company by the Authority duly authorized to do so and that do not have validity issues. 

Aircall expects the valid request to includes at least the following information (Validity Characteristics):

• Name and postal address (no P.O. boxes) of the Authority;

• Full name and contact details such as phone number (including extension) and government-issued email address of the Authority’s representative;

• Badge or identification number of the Authority’s representative;

• Reference or case number, if applicable;

• Categories of records or information sought;

• The period for which information is sought;

• The phone number associated with the Aircall account that is subject to the request;

• Legal grounds for submitting the request;

• Date and signature of the Authority’s representative; and

• Date by which the response is requested.

Requests must be in .pdf format, except for some emergency situations, and come from the Authority’s official email domain.

Aircall reserves the right to require additional information for verification or handling of the request. 

The specific information to be provided to the Authority depends on the reasonable interpretation of the request by the Aircall Law Enforcement Response Team. Therefore, it is important for the Authority to be accurate and specific when formulating its demand. 

Response time

Aircall aims to respond to valid requests within fourteen (14) calendar days. 

However, in some cases, it may take longer to answer requests that are complex, broad or need additional verification. 

Please note the response time for the requests submitted to Aircall by post may be significantly longer.

If you need an expedited response, the respective deadline must be explicitly specified in the request.

Urgent (Emergency) Requests

Aircall may expedite the provision of information in case of emergency to prevent or mitigate the danger of death or serious physical injury.

We will evaluate urgent (emergency) requests on a case-by-case basis in compliance with applicable law.

In addition to the Validity Characteristics that we expect every request to have, the urgent (emergency) request must: 

• Be based on a legitimate belief that there is an imminent threat (e.g. danger of death or serious physical injury to a person);

• Include a detailed description of the nature of the emergency and why the threat is imminent;

• Explain how the information sought will help avert the threat and why the normal disclosure process would not suffice; and 

• Be in writing (submitted via the EMAIL) and come from the Authority’s official email domain.

Please send your urgent (emergency) requests to the EMAIL and include ‘EMERGENCY’ in the subject line of your email.

Notification of Customers

Aircall reserves a right to notify the customer of any valid request received to enable them to respond to the request directly unless applicable law, regulations, court order, or another legal instrument prohibits Aircall from doing so.

Reimbursement

Aircall may ask the Requesting Agency to reimburse costs borne due to the processing of a request, including additional costs incurred in responding to unusual or burdensome requests, to the extent allowed by applicable laws. We will not seek reimbursement for responding to emergency requests or requests relating to child endangerment.

Questions 

Any questions concerning the processing of requests should be addressed to the Aircall Law Enforcement Response Team at lea.requests@aircall.io.

Aircall is a global company operating in multiple jurisdictions. Due to the nature of our business, we may receive requests which are different by content, type, and laws governing their issuance and processing.

We review all the requests on a case-by-case basis to ensure they are valid from the perspective of applicable laws. 

These guidelines do not represent a commitment by Aircall to provide customer information and only serve for information purposes. Aircall reserves a right to respond or object to any requests in any manner compliant with applicable law. We may periodically review and update these guidelines.