Privacy Policy

About this Privacy Policy

Aircall uses your Personal Data as a Data Controller —on its own behalf— in the following situations:

• If you use Aircall product and Services that require an Aircall account (we further call you “Aircall User”), Aircall will process some of your Personal Data as a Data Controller under certain circumstances described below. An Aircall User is typically a representative or an employee of Aircall’s Customer or of a prospect (a company that is in the process of becoming Aircall’s Customer) who acts as our Customer’s agent. If you are an Aircall User, Sections 1 and 4—11 apply to Aircall’s processing of your Personal Data. Also, Aircall likely processes, acting as a Data Processor, your Personal Data for other purposes than those stated herein. For more information about such processing (as well as for exercising your rights related to Personal Data Processing) you should contact the corresponding Aircall Customer.
• You simply visit the Site (we further call you “Site Visitor”) without being logged into your Aircall account, in case you are also an Aircall User. If you are a Site Visitor, Sections 2 and 4—11 apply to Aircall’s processing of your Personal Data.
• You showed interest in Aircall's product or services and agreed to be listed as a contact in our marketing database (we further call you a "Lead"). If you are a Lead, Sections 3 and 4—11 apply to Aircall’s processing of your Personal Data.

Aircall is a global service provider and, correspondingly, it collects Personal Data in different locations globally and from individuals across the globe. Thus, different privacy (personal data protection) laws apply to Aircall’s usage of your Personal Data. Aircall strives to follow the highest standards of protection of your personal data, respecting, on the other hand, local differences in applicable regulation. This Privacy Policy applies to Aircall’s processing of Personal Data globally.

Unless otherwise provided herein, all terms starting with a capital letter shall have the meaning ascribed to them in Aircall’s Terms of Use.

If this Privacy Policy does not answer all your questions or concerns, you may also consult our Privacy FAQs: https://aircall.io/privacy-faqs/

1. Aircall User’s Personal Data Processing

The Data Controller of Aircall User’s Personal Data is such Aircall entity, which is a contracting party to the Customer to whose account your Aircall usage is linked. It is always one of Aircall’s entities listed in Section 12 of this Policy.

The table below indicates the different purposes your Personal Data, may be processed as an Aircall User by Aircall as a Data Controller, as well as their different categories, the legal basis the processing is based on, categories of their recipients, and information about the period for which we process your Personal Data for the particular processing purpose (retention period). In addition to the purposes listed below, Aircall may also process personal data as required by applicable law.

Purpose and included processing activities:

Management of customer accounts, incl. ensuring customer experience Analytics of user behavior within the Aircall product. Analysis (manual) of customer usage of Aircall product and communication with the customer by Success Managers. Read more ↓
Categories of Personal Data	- Customer’s account data - Customer’s financial/payment data - Agent information - Customer’s contact data (from contact list) - Additional call-related data (notes, tags, insight cards
Legal basis	Processing is necessary for legitimate interests pursued by Aircall (to provide Aircall Services to Customers; to enhance user experience; to improve, develop and administer Aircall products and services)
Categories of Recipients See also Section 4 for other recipients	Hosting provider Providers of infrastructure services CRM providers Telecommunication carriers and operators
Retention	Duration of Customer relationship

Processing customer's requests Coordinating and analyzing requests submitted by Customers and Aircall Users via Customer Support Portal on Aircall's website. Read more ↓
Categories of Personal Data	- Customer’s account data - Customer’s financial/payment data - Agent information - Customer’s contact data (from contact list) - Call/SMS metadata - Additional call-related data (notes, tags, insight cards)
Legal basis	Processing is necessary for legitimate interests pursued by Aircall (to provide Aircall Services to Customers; to enhance user exprerience; to improve, develop and administer Aircall products and services)
Categories of Recipients See also Section 4 for other recipients	Hosting provider Providers of ticketing solutions
Retention	Up to 3 years following the request

Protection of security and integrity of Aircall's systems and infrastructure Analyzing usage, access, and other metrics across Aircall systems. Implementing proactive and reactive security measures. Read more ↓
Categories of Personal Data	- Customer’s account data - Agent information - Customer’s contact data (from contact list) - Call/SMS metadata - Additional call-related data (notes, tags, insight cards)
Legal basis	Processing is necessary for legitimate interests pursued by Aircall (to provide Aircall Services securely, as contracted between Aircall and its Customers)
Categories of Recipients See also Section 3 for other recipients	Hosting provider Providers of infrastructure services
Retention	Duration of Customer relationship

Invoicing Preparation of invoice based on customer's usage of the Aircall product. Read more ↓
Categories of Personal Data	- Customer’s account data - Call/SMS metadata
Legal basis	Processing is necessary for legitimate interests pursued by Aircall (to be able to bill Aircall Services based on usage of Aircall services, as contracted between Aircall and the Customer)
Categories of Recipients See also Section 3 for other recipients	Providers of billing management tools
Retention	Up to 1 month following the call is made or the SMS is sent

Cash collection Administration of billing and cash collection, including handling requests from customers regarding payments and invoices and any other billing-related requests. Read more ↓
Categories of Personal Data	- Customer’s account data - Customer's financial/payment data
Legal basis	Processing is necessary for legitimate interests pursued by Aircall (to be able to claim payment of outstanding invoices)
Categories of Recipients See also Section 3 for other recipients	Providers of billing management tools Providers of payment solutions
Retention	Up to 6 month following invoice sent to customer

Protection of Aircall's rights and interests Personal data storage for potential disputes, claims, questions or disagreements and its potential usage in case that dispute, claim, question, or disagreement arises. Read more ↓
Categories of Personal Data	- Customer’s account data - Agent information - Additional call-related data (notes, tags, insight cards) - Call/SMS metadata
Legal basis	Processing is necessary for legitimate interests pursued by Aircall (to be able to initiate or respond to claims and questions)
Categories of Recipients See also Section 3 for other recipients	None
Retention	Up to 1 year following termination of Customer relationship

Responding to access requests from law enforcing authorities under applicable telecommunications laws As a telecommunications service provider, Aircall is obliged by the laws of certain countries to keep call/SMS metadata (also called traffic data) for a certain period and disclose them upon a binding request. For this reason, we store the call/SMS metadata for this period. Read more ↓
Categories of Personal Data	- Call/SMS metadata
Legal basis	Processing is necessary for compliance with legal obligations to which Aircall is subject.
Categories of Recipients See also Section 3 for other recipients	None
Retention	As required by applicable law with retention periods ranging from 1 to 6 years

You are invited to contact us via means provided in Section 10 hereof for more information about the said recipients categories.

We do not store any bank information or credit details on our servers, provided that they are handled by a trusted third party independent and different from Aircall.

2. Site Visitor’s Personal Data Processing: Cookies

If you are a Site Visitor, the Personal Data we process about you are the cookies and similar online identifiers (further on collectively referred to as “cookies”).

Please note that the information in this Section only applies to Aircall’s usage of cookies on the Site. If you are an Aircall User and you access Aircall Services via a browser, Section 1 of this Privacy Policy (Aircall User’s Personal Data Processing) applies. Aircall’s cookie usage as per this Section 2 does not apply to you when you are signed in to your Aircall User account and you access the Aircall Dashboard via a browser.

The Data Controller of Site Visitor's cookies is Aircall SAS. The identity and the contact details of Aircall SAS can be found in Section 12 hereof.

Cookies are alphanumeric identifiers/trackers that are transferred to the device you use to access the Services via your browser. Cookies are widely used to make websites work, or work more efficiently, as well as to provide additional features for a better user experience and to provide information to site owners.

Which cookies does Aircall use and how? Aircall uses both its own and third-party cookies, including:

• Strictly necessary (technical) cookies, which ensure the proper operation of the Site. Without these cookies, the website would not work properly.
• Statistics cookies, which collect information about how you use the website, which pages you visited, and which links you clicked on.
• Marketing cookies, which track your online activity to help advertisers deliver more relevant advertising or to limit how many times you see an ad.

How can you set your cookie preferences, and which choices do we provide? Upon your first visit on the Site, a cookie banner will appear, unless you’re visiting the Site from the Americas (if you are visiting the Site from the Americas, please see the section “How do I change my cookie settings?” below). The cookie banner allows you to express your cookie choice for the statistic and marketing cookies:

• If you click on the “Accept all cookies” button, we will start deploying the statistic and marketing cookies.
• If you click on the “Reject all cookies” button, we will not deploy the statistic and marketing cookies. Only strictly necessary (technical) cookies will be deployed, unless you change your choice.
• If you click on the “Personalize my choice” button, you will be invited to make a separate choice for statistic and marketing cookies.

The strictly necessary (technical) cookies are automatically deployed to the device upon your first visit to the Site. We do not provide you with options for this cookie type, as disabling these cookies would affect how the Site functions. You may still disable these cookies in your browser setting (see the next paragraph).

How do I change my cookie settings? We encourage you to change your cookie preferences for statistic and marketing cookies at any time by clicking on the “Cookies Preferences” link at the bottom of the Site. The cookie banner will reappear and you can update your cookie choices from there.

Alternatively, most web browsers allow some control of most cookies through the browser settings. The default settings for Internet browsers are usually set to accept cookies, but you can easily change your browser’s settings. For more information, please visit: http://www.aboutcookies.org/.

You may also use a cookie management software, such as the TarteAuCitron or TagCommander software.

To opt out of being tracked by Google Analytics across all websites, visit http://tools.google.com/dlpage/gaoptout.

A list of additional software is also available on the French data protection authority (CNIL), and additional links to your favorite browser setting are available on the Information Commissioner’s Office (ICO) website.

3. Lead's Personal Data Processing: Sales and Marketing

Who is the Data Controller? When we conduct our email marketing campaigns and outbound sales development activities (email and calling), as described in this chapter, all Aircall companies typically participate in them and act as Joint Controllers.

Our email communication will always include identification of Aircall company leading our marketing activity in your region (Aircall SAS in Europe, Middle East, and Asia; Aircall.io, Inc. in North America; and Aircall PTY LTD in Australia). Other Aircall companies may participate, based on internal agreement between them, in the processing of your Personal Data within our email marketing campaigns and outbound sales development activities as follows:

• Aircall companies participate in creation of the email communication content and design;
• Aircall companies share the touchpoint for requests and complaints regarding the processing of your Personal Data in relation to Aircall's outbound sales development and marketing activities, whereby your requests and complaints are typically handled by Aircall SAS;
• Aircall companies jointly administer and share database used for Aircall's outbound sales development and marketing purposes; and
• Each Aircall company may enter into agreement with Aircall's business partners to enrich the shared database.

How do we collect your Personal Data? If we contact you with an email marketing campaign and/or as a part of our outbound sales development activities, it means we have your contact details listed in our database for these purposes. We collect contact details for our database from the following sources:

• Aircall's internal customer database: If you are Aircall's customer, we automatically add you to our database for email marketing communication, as we believe that you are interested in news about Aircall's product, services, events and other content.
• Forms on Aircall's Site: You have the option to sign up for our email marketing campaigns and outbound sales development activities via various forms on Aircall's Site, including when you register for a webinar or event hosted by Aircall or where Aircall participates, and via support chat bot on the Site.
• Social networks: We may find your contact on a work-related social network, such as LinkedIn.
• Campaigns co-organized by Aircall: We also receive your contact when you participate in a marketing campaign co-organized by Aircall and its business partners.
• Data-enrichment tools and providers: Where local data protection laws allow and where we find a reliable data-enrichment tool provider, we may also receive some of your contact details. Every provider used by Aircall for this purpose is subject to Aircall's privacy team assessment to make sure we collect your data ethically and in compliance with applicable laws.

What should you do if you want us to stop contacting you as a Lead? You can find an "Unsubscribe" link in every email marketing communication sent by Aircall. Using this link is a reliable way to make sure we do not contact you with marketing emails anymore. Please note that it may take us up to 3 working days to process your "Unsubscribe" choice, so you may receive other marketing emails from us in the meantime. Thank you for understanding.

If we call you as a part of Aircall's outbound sales development activities, you can inform our outbound sales representative that you do not wish to be contacted in this way anymore at any time. We will make sure not to call you again.

Which Personal Data do we use? When we process your data as a Lead, we use, all or just some, depending on your particular circumstance, of the following Personal Data: name, email, phone number, company and job title, region/country, and/or IP address. We also use certain data about your company, such as company size, CRM, and whether or your company is an Aircall Customer.

How do we use your Personal Data? The table below indicates the different purposes your Personal Data as a Lead may be processed by Aircall, the legal basis the processing is based on, categories of their recipients, and information about the period for which we process your Personal Data for the particular processing purpose (retention period).

Purpose and included processing activities:

Conducting email marketing campaigns for promotion of brand awareness We send emails with varied promotional content related to Aircall's product and services such as new features or integration partnerships. We may also ask you to fill out a survey questionnaire. You may also receive an invitation to an event, such as a webinar hosted by Aircall or where Aircall participates. Our emails may also introduce to you and promote content created by Aircall (exclusively or in cooperation with its partners), such as guides or e-books. Digital marketing utilizes internet and online-based digital technologies such as desktop computers, mobile phones and other digital media and platforms to promote products and services of the company. Read more ↓
Legal basis	To the extent that our activities are regulated by EU laws (typically if you are an EU resident) and if you are Aircall's customer, we have a legitimate interest to contact you within our email marketing campaigns. We have a strong belief that you want to be informed about news related to our product and services, as you already benefit from them. However, if you are not an Aircall customer, we are typically required by applicable law (such as ePrivacy Directive and derived national laws) to rely on your consent. Thus we only contact you via email if you give us such consent (opt-in).
Recipient Categories See also Section 4 for other recipients	CRM providers Marketing management tool providers Aircall's marketing partners Ticketing solution providers
Retention	3 years after you give us your consent (if you are not Aircall's customer) or 1 year following the termination of a customer relationship (if you are/were Aircall's customer)

Outbound sales development If we believe that Aircall's product and services may suit the needs of your company, our outbound sales representative may email and/or call you to introduce and discuss our product with you. Read more ↓
Legal basis	We have a legitimate Interest to contact you within our outbound sales development activities. These activities are a form of direct marketing, where we carefully choose whether we will contact you or not by assessing potential benefits of Aircall's product and services for your company. We have a strong belief that your company may benefit from our communication.
Categories of Recipients See also Section 4 for other recipients	CRM providers Marketing management tool providers
Retention	3 years after you give us your consent

Improving Aircall product, services and marketing activities We perform internal data analysis to have better overall information (aggregate statistics) about our Customers and Leads and a better understanding of the market, to better address their needs. Read more ↓
Legal basis	We have a legitimate Interest to perform internal analysis. We have a strong belief that if we are able to better target our communication and suit our product and services to your needs, you will ultimately benefit from them even more.
Categories of Recipients See also Section 4 for other recipients	None
Retention	As long as we process your Personal Data for conducting email marketing campaigns for promotion of brand awareness or outbound sales development

Please note that not all categories of data recipients necessarily apply to you, depending on how we collect your Personal Data as a Lead (i.e., Aircall's ticketing system provider will only receive your Personal Data if you sign up for our marketing activities via chat bot on our Site).

4. Other recipients of the collected Personal Data

Only our personnel, the services in charge of control (especially external auditors) and our recipient subcontractors may have access to your Personal Data.

Personal Data may also be disclosed in response to lawful requests made by government agencies or public authorities —including public officers or debt collection organizations— to meet national security, law enforcement, or any other legal requirements.

Depending on where you are located, we might have to enforce local regulations and requirements where the use of a local phone number requires to keep user details (in particular, first/last name and address) in the event we should receive an official request from a competent local authority.

5. Retention of Personal Data

We retain Personal Data when we have an ongoing legal basis to do so. When we no longer have legal basis to process Personal Data, we will either delete or aggregate it or, if this is not possible (for example, because Personal Data has been stored in backup archives), then we will securely store it and isolate it from any further processing until deletion is possible.

We may retain Personal Data to comply with our legal or regulatory obligations. In any case, upon ceasing or lifting of such obligations, Personal Data shall be removed from our systems and records, as well as that of our subcontractors, if any, or otherwise archived or anonymized so that they can no longer be identified.

6. Personal Data Transfer outside of the European Union

Aircall transfers Personal Data to countries located outside the European Economic Area, Switzerland, or the United Kingdom (collectively, “Europe”), namely to the United States.

Personal Data can also be processed by mere access by individuals working outside Europe who work for us or for one of our trusted service providers (Data Processors).

We have implemented suitable safeguards designed to transfer Personal Data outside Europe in a secure manner and in compliance with the applicable regulations, most significantly with the GDPR. We also require the importers of the Personal Data to comply with, above all, security requirements of the GDPR. We execute appropriate contractual arrangements to deal with such transfers, namely the standard contractual clauses adopted by the Commission of the European Union and, following a thorough assessment, additional measures as required by European Data Protection Board’s (EDPB) Recommendation no. 1/2020. You are invited to contact us via means provided in Section 11 hereof for more information in relation to the said safeguards.

Aircall also keeps monitoring the legislative development and latest guidance in relation commits to cooperate with EU data protection authorities (DPAs) and comply with the advice given by such authorities.

7. Third-party links on the Site

Our Site and Services may include links to and from the websites of our partners, advertisers, and affiliates. If you follow a link to any of these websites, please note that these companies have their own privacy policies and that Aircall is not responsible or liable for any use of Personal Data by such third parties. We recommend that you check their policies before you visit these websites.

8. Security

We undertake to implement precautions, as well as organizational and technical measures, designed to maintain the security, integrity, and confidentiality of Personal Data, and, in particular, to help prevent them from being modified or damaged and stop any unauthorized third party from accessing them. As an example, our employees’ accounts are secured by strong passwords, and they are all bound by confidentiality obligations. All our data is encrypted both in transit and at rest. If you are Aircall User, please see our Information Security FAQs here for more information about how your personal data is protected when you use the Aircall product.

9. Your rights and choices

In any case where Aircall processes your Personal Data as a Data Controller, you have the following rights:

• To access and obtain a copy of Personal Data that we process;
• To rectify the Personal Data if inaccurate or outdated and/or supplement them if incomplete;
• To object to the processing of Personal Data that is based on legitimate interests;
• To erase Personal Data and to be forgotten;
• To withdraw your consent at any time to any processing of your Personal Data that is solely based on your consent;
• To portability - you have the right to move, copy, or transmit Personal Data relating to them;
• To restrict or limit the processing of Personal Data;
• To set guidelines to organize the use of Personal Data after the death of the concerned individual.

Depending on where you are located, you may have additional rights related to calls or other communications you place or receive using Aircall services. Note that in the United States, only Aircall Customers —and not Aircall Users— are entitled to invoke or waive restrictions that apply to Aircall’s use and disclosure of customer proprietary network information under 47 U.S.C. § 222.

In the event of any dispute, claim, question or disagreement arising from or relating to this Privacy Policy or breach thereof, you may lodge a complaint with a supervisory authority, be it your local authority or the CNIL. Without prejudice to your said right, we invite you to first seek an amicable resolution thereof by contacting Aircall in writing, stating the grounds of your complaint and providing any supporting evidence.

10. Amendments

We may amend the terms of this Privacy Policy from time to time. If you do not agree with the amended version of the Privacy Policy, you should stop using the Services or respectively stop visiting our website. All amended terms automatically become effective on the day when a new Privacy Policy is posted on the Site.

Should we add new consent-based processing of Personal Data, we shall ensure to obtain your consent prior to processing such Personal Data (e.g., via a box to tick).

11. Contact us

To exercise any of your rights listed in Section 9 of this Privacy Policy, please proceed to our Privacy Rights Request Form.

If you have questions regarding this Privacy Policy or about the security measures we implement or if you want to share your concerns about our processing of your Personal Data, please contact us by email at privacy@aircall.io.

You may also reach out to us via mail (see the addresses in Section 12 of this Policy).

12. Aircall entities

Aircall.io, Inc., a Delaware corporation with offices at 381 Park Ave South, Floor 16, New York, New York 10016

Aircall SAS, a French société par actions simplifiée whose registered office is at 11-15, rue Saint-Georges, 75009 Paris (France), registered with the Paris Registre du Commerce et des Sociétés under No. 807 437 595

Aircall Telecom SL, a Spanish sociedad limitada whose registered office is at CL Monte Esquinza No 30 PISO BJ, PTA IZ, 28010 Madrid (Spain), NIF: B88625694

Aircall PTY LTD, an Australian proprietary limited company whose registered office is at Level 22 19 Martin Place, Sydney NSW 2000 (Australia), ABN: 33 646 704 314