Privacy Policy

Thank you for using Voxjar. This privacy policy explains how Voxjar AI Tech, Inc. (“Voxjar,” “we,” “us,” or “our”) collects, uses, and protects the information obtained (i) through the Voxjar website located at https://voxjar.com/ (the “Website”); and (ii) in connection with the use of our AI-powered call center quality assurance services and any related support and expert services that we provide to our Customers ((i) and (ii) collectively, the “Services”). Please note, Voxjar operates strictly as a ‘processor’ or ‘service provider’ of Customer caller information, as those terms are defined by law, and does not use Customer caller information for any independent business purposes.

By using our Website or other Services, you consent to this Privacy Policy. If you do not agree with any provisions of this Privacy Policy, you may not use our Website or other Services.

1. Definitions
2. Personal Information We Collect
3. How We Use Personal Information
4. How We Disclose Personal Information
5. Cookies and Similar Tracking Technologies
6. Your Privacy Choices
7. U.S. State Specific Notice
8. EEA/UK Notice
9. Security & Data Storage
10. Retention
11. Children’s Privacy
12. Third-Party Links
13. Changes to this Privacy Policy
14. Contact Us

Definitions

For the purposes of this Privacy Policy:

• “Callers” means the individuals who communicate or interact with our Customers’ contact centers.
• “Customer” means any business entity that purchases a license to any portion or component of the Services.
• “User” means an individual authorized by or on behalf of the Customer to access and/or make use of any portion or component of the Services, as further described in the Customer agreement.
• “Visitor” means a visitor of the Website.

Personal Information We Collect

Customer & User Personal Information

In order to serve our Customers, Voxjar collects certain information about Customers and their Users, including:

• Registration Information. During registration, we collect User names, email addresses, and other business details necessary to provide our Services.
• Billing and administrative finance information.
• Services Usage Data. Voxjar collects data necessary to provide the Services, such as Customer name, call recordings between Users and Callers, User names, User phone numbers, User identification numbers (which may be employee identification numbers), and any information Users upload into Voxjar’s system.
• Usage Metadata. Information about how our Customers and their Users use our Services, including time spent on our applications, behavioral activity, and metadata associated with software interactions.
• Correspondence. We collect personal information provided during your correspondence with us, such as email correspondence or customer service engagement.

Caller Personal Information

When our Customers use our Services, they enable us to process various types of personal information about their Callers. Below is a list of the commonly processed personal information of Callers. Please note, the below list is not exhaustive of all personal information and is intended to serve as a sample set.

• Call recordings. The personal information contained in audio files for phone calls processed via the Services. Such audio files include customer service, sales, and operations phone calls between Users and Callers.
• Call transcripts. Text transcriptions generated from call recordings in order to provide the Services.
• Call metadata. We also collect metadata relating to these calls, which constitutes call-related statistics and identifiers. This metadata may contain personal information of the Users and the Callers, including Caller phone numbers and names.
• Other Caller Information Provided by Customers. Other information and correspondence our Customers and Users submit to us about Callers.

Visitor Personal Information

When you visit our Website, we collect certain information about your time on our Website, such as:

• Website Usage Data. We may use cookies, beacons, pixel tags, and other similar technologies to collect additional information automatically as you interact with the Website and other Services and to personalize your experience with our Services. This data may include your IP address, browser type, referring pages, and pages visited. See the “Cookies and Similar Tracking Technologies” section below for more details.
• Initiated Communication. We collect name, email, company information, and any other information provided when Visitors reach out to us via our Website contact form, request a demo, or otherwise communicate with us via the Website.

How We Use Personal Information

Subject to the terms of our Customer agreements, we may use personal information for the following purposes:

• To set up and maintain Customer accounts.
• To provide our Services, including to record calls our Customers receive from Callers, transcribe those calls, and provide quality assurance evaluation of those calls.
• To diagnose problems, monitor traffic patterns, and otherwise improve our Services.
• To communicate with our Customers, including sending emails regarding order processing, company news, updates, and related information. You can unsubscribe from marketing emails at any time by following the instructions in the email.
• To analyze metadata and performance metrics, diagnose problems, monitor traffic patterns, and otherwise ensure our Services are serving their intended purposes.
• To improve our Services. (Please note: we do not use our Customers’ caller information for any purposes other than to service the relevant Customer, and we do not use Customer data - including call recordings, transcripts, or outputs - to train or improve any artificial intelligence or machine learning models. See our Data Processing Addendum.)
• For our marketing purposes. (Please note: we do not use our Customers’ caller information for marketing purposes.)
• To authenticate, verify, or otherwise ensure compliance with Customer written instructions or to mitigate the risk of fraud.
• For any legal purpose necessary, including intellectual property protection, or if we are required to process information as a result of a court order or other legal or regulatory proceeding.

How We Disclose Personal Information

As a processor of our Customers’ personal information, we may disclose personal information as instructed by our Customers.

Integrations

Our Services provide Customers with the ability to synchronize certain external software or data applications with Voxjar, which may include the transfer of personal information. Customers are always in control of Voxjar’s access to personal information associated with any of these integrations. Some of the types of applications are:

• Customer support software.
• Call center and dialer software.
• Communications services.
• Email service or hosting providers.
• Cloud storage providers.

Vendors and Sub-Processors

We use a limited set of vendors under strict confidentiality and security terms in order to support Voxjar and/or our Customers, including:

• Cloud Infrastructure. Customer data is hosted and processed on Google Cloud Platform in the United States, with authentication services provided by Supabase (infrastructure hosted on AWS).
• Artificial Intelligence Services. We use artificial intelligence services to perform transcription and evaluation of calls. Transcription is performed by Voxjar’s own models running on dedicated US-region GPU infrastructure or via Microsoft Azure AI services. Large language model evaluation is performed by the model selected by the Customer, accessed exclusively through enterprise cloud platforms - Microsoft Azure (Azure OpenAI Service), Google Cloud (Vertex AI), and Fireworks AI - in the United States, under zero-data-retention and no-training terms. We do not transmit Customer data to AI model developers directly, and no Customer data is used to train any models.
• Payment Processors. We use Stripe to process payments. We do not store your credit card details. Stripe’s privacy policy governs their handling of your payment information.
• Other Service Providers. Providers that assist us with customer support, transactional email, and product analytics.

A complete, current list of the sub-processors that process Customer data, including the categories of data each receives, is maintained at trust.voxjar.com/subprocessors and in Annex III of our Data Processing Addendum.

Other Disclosures

Subject to Customer agreements, we may disclose personal information in order to:

• Protect the legal rights of our company, our employees, our agents, and our affiliates.
• Protect the safety and security of those who access and use our Services.
• Detect and protect against fraud.
• Comply with law or legal process.
• Complete a legal transaction related to the sale of our business or any assets.

We may disclose aggregate or anonymous information for any purpose. This means that the information we disclose does not identify specific individuals, or is combined with other data to protect your privacy.

Cookies and Similar Tracking Technologies

Like many companies, we use cookies and similar technologies (such as clear gifs, web beacons, tags, and similar technologies, collectively, “Cookies”) to perform statistical analysis of the aggregated information collected about Visitor browsing activities and interactions with our Website and other Services, and for any other purposes described in this Privacy Policy. We do not use third-party advertising. For more information about cookies, including how to see what cookies have been set on your device and how to manage and delete them, visit www.allaboutcookies.org.

The information we may collect through Cookies includes visitor browser type, language preference, IP address, operating system, referring website (if applicable), the name and type of device, your imprecise geographic location generated from your IP address, the date and time of each visit or request, and the Voxjar service endpoints that you accessed or visited.

Visitors may reject or delete cookies through browser settings. However, by blocking Cookies, our Website and Services may not function as intended and we may not be able to provide certain features of our Services.

Your Privacy Choices

You may have the right to exercise the following choices with respect to our use of your personal information:

• Access. You may access the personal information we maintain about you.
• Delete. You may delete the personal information we maintain about you.
• Correct. You may correct inaccurate personal information we maintain about you.
• Opt out. You may opt out of certain uses of your personal information, notably:
  • Marketing Emails. To opt out of marketing email communications, you may click the ‘unsubscribe’ link in the marketing emails.

You can exercise these rights by contacting us at privacy@voxjar.com.

If you are a Caller or a current or former User of one of our Customers, and you would like to exercise your rights with respect to the personal information we maintain about you as a processor for our Customer, please contact a representative of that Customer. We cannot provide personal information about a specific individual on behalf of a Customer without the Customer’s express written instructions. Voxjar will comply with all obligations agreed between the relevant Customer and Voxjar to effectuate any privacy rights a User or Caller may have with respect to Voxjar’s processing of the relevant personal information.

U.S. State Specific Notice

Some U.S. states have enacted comprehensive privacy laws. Residents of California, Virginia, Colorado, Connecticut, Utah, Oregon, Texas, Montana, Iowa, Delaware, New Hampshire, Nebraska, New Jersey, Tennessee, Minnesota, and Maryland may have additional privacy rights under state privacy law.

In addition to the rights granted above, if you are a resident of the above states, you may have the right to:

• Opt out of the “sale” or “share” of your personal information for targeted advertising. We do not ‘sell’ or ‘share’ your personal information for targeted advertising.
• Sensitive Personal Information. The Services do not require, and Voxjar does not seek to collect, sensitive personal information. Call recordings and transcripts may incidentally contain sensitive information disclosed by individuals in the course of their calls; Voxjar does not use voice data to identify individuals, and all Customer data - including any incidental sensitive information - is protected by the technical and organisational measures described in our Data Processing Addendum.

You can exercise these rights by emailing us at privacy@voxjar.com.

Appeal

If we deny your privacy request, you may appeal that decision by emailing us at privacy@voxjar.com. We will respond to your appeal with a decision in a reasonable time. If you are unsatisfied with our decision on your appeal, depending on your state of residency, you may have the right to file a complaint with your state attorney general.

Business/Controller Designation

For all Customers and Users, Voxjar operates as a processor (and service provider in California) of applicable personal information submitted to the Services.

In operating the Website, Voxjar operates as a controller (and business in California) of Visitor personal information.

EEA/UK Notice

The European Economic Area (“EEA”) and the United Kingdom (“UK”) have each enacted privacy laws. The European Union’s (“EU”) and the UK’s General Data Protection Regulation (collectively, the “GDPR”) create additional privacy obligations for ‘Controllers’ and ‘Processors’ of personal data and provide EU and UK residents with additional privacy rights.

Legal Basis

Under the GDPR, we process personal data under the following legal bases:

Processing Activity	Legal Basis under GDPR
Collection and processing of Customer and User personal data to maintain and fulfill the Services	Contract fulfillment
Processing of Caller personal data within the Services	Performed as processor on the Customer’s documented instructions; the Customer, as controller, determines the legal basis
Placement of Cookies on our Website	Consent
Improving our Services (using Website and account data; not Caller data)	Legitimate interest
Product or service-related communications to Customers and Users	Legitimate interest

Controller Designation

Under the GDPR, Voxjar operates as a processor in its handling of applicable Customer, User, and Caller personal information submitted to the Services. In operating the Website, Voxjar operates as a controller of Visitor personal information.

Cross-Border Data Transfers

If you are a resident of the EEA, UK, or Switzerland, the data we process may be transferred to, and stored in, countries other than the country in which the data was originally collected, including the United States. Those countries may not have equivalent data protection laws as the country in which you provided the data. Where we transfer personal data from the EEA, UK, or Switzerland to the United States, we rely on the European Commission’s Standard Contractual Clauses (“SCCs”), as supplemented by the UK’s International Data Transfer Addendum for UK transfers, in each case as incorporated into our Data Processing Addendum, together with the technical and organisational safeguards described there.

For more information on cross-border transfers of your personal data or the safeguards in place, please contact us at privacy@voxjar.com.

Additional Rights for UK or EEA Residents

In addition to the rights granted above, if you are a UK or EEA resident, the GDPR grants you the right to lodge a complaint with your local data protection authority. You can find your data protection authority at https://edpb.europa.eu/about-edpb/about-edpb/members_en.

Security & Data Storage

Customer data is stored in the United States on Google Cloud Platform, with authentication services provided by Supabase. All Customer data is encrypted in transit and at rest. Voxjar maintains SOC 2 Type II attestation, and our security measures - including access controls, encryption standards, monitoring, testing, and incident response - are described in Annex II of our Data Processing Addendum and in our Trust Center at trust.voxjar.com.

Despite our efforts, we cannot guarantee that unauthorized access or use will never occur. It is important that you take steps to keep your information safe and secure. Choose an account password that is hard for others to guess and don’t reveal it to third parties. Since each Customer is the controller of the personal information submitted to Voxjar as a processor, Voxjar secures and stores such data as specified in our agreements with our Customers.

Retention

We retain personal data only as long as necessary to fulfill the purposes for which it was collected and to comply with our legal obligations. Since each Customer is the controller of the personal information submitted to Voxjar as a processor, retention of Customer data is governed by our agreements with our Customers, including our Data Processing Addendum: Customers may export their data at any time, and upon a Customer’s deletion request, data is deleted from production systems within thirty (30) days and expires from encrypted backups within a further thirty (30) days.

Children’s Privacy

We do not intentionally collect any personal information from children under the age of 18. If you believe we have obtained personal information associated with children under the age of 18, please contact us at privacy@voxjar.com and we will delete it.

Third-Party Links

The Services may contain links to other sites. Please be aware that we are not responsible for the content or privacy practices of such other sites. We encourage our users to be aware when they leave our sites and to read the privacy statements of any other site that collects personal information.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time as we update or expand our Services. If we make material changes, we will post the updated Privacy Policy on this page with a ‘Last Updated’ effective date of the revisions. We encourage you to look for updates and changes to this Privacy Policy by checking this page when you access our Services.

Contact Us

If you have any questions about our privacy or security practices, or if you are a Customer of Voxjar and would like to request access to or correction of your personal information, you can contact us by email at privacy@voxjar.com or at:

Voxjar Privacy Office 336 E University Pkwy #1011 Orem, UT 84058