Introduction
The Heartbeat is a Call QA-as-a-Service provider for Indian contact centres. This Privacy Policy outlines how we collect, use, store, and protect personal data and call recordings we process on behalf of our customers. It applies to all features and services we offer.
Information Collection
We collect business contact information from customer representatives (such as names, work emails, company names and billing details). For service delivery, we ingest agent call recordings, generated transcripts, and metadata — either uploaded by the customer or fetched from connected storage such as S3, Google Drive, OneDrive, Box or Dropbox.
Use of Information
The data we collect is used to deliver the weekly QA report — including transcription, risk tagging, analyst verification, severity grading, agent leaderboard generation, and recommended actions. Call recordings and transcripts are used solely to deliver your weekly QA report. They are never used to train shared or third-party models.
Data Storage and Security
All call recordings, transcripts, and derived data are processed and stored on AWS ap-south-1 (Mumbai). Your data stays in India. Sensitive details such as customer names, account numbers and ID numbers are redacted from transcripts. Access is restricted to the analyst team assigned to your account.
Data Retention
Call recordings and derived transcripts are retained for 15 days from the date of processing. Customers may request deletion of their data at any time by contacting sales-marketing@ioanyt.com. Audit reports and analyst notes are retained for 12 months unless the customer requests earlier deletion.
User Rights and Choices
You have the right to access, correct, or delete your personal data. We provide mechanisms for you to exercise these rights and opt out of certain uses of your data, like marketing communications.
Data Sharing and Disclosure
Call recordings, transcripts and derived data are not shared with any third party except as required to deliver the service (e.g. cloud storage providers for the customer's own connected storage). We do not sell or share data for advertising or model training without explicit contractual authorisation.
Compliance with Laws
We adhere to applicable Indian data protection laws including the Digital Personal Data Protection Act, 2023 (DPDPA). We cooperate with lawful requests from Indian regulatory authorities including RBI and TRAI.
International Users
The Heartbeat operates from India and processes all data within India. This policy is governed by Indian law. Customers outside India should note that all data is stored and processed on AWS ap-south-1 (Mumbai).
Changes to the Privacy Policy
We reserve the right to modify this policy. Users will be notified of significant changes through the application or via email, in compliance with Indian legal requirements.
Contact Information
For any privacy-related queries, including those in Indian jurisdiction, please contact us at sales-marketing@ioanyt.com
Legal Jurisdiction
All disputes, claims, or legal challenges related to "The Heartbeat" will be resolved under the jurisdiction of the Indian legal system.