Privacy Policy

Effective Date: January 1, 2025 Last Updated: December 29, 2024

Kiloba Voice ("we", "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and protect your information when you use our services.

1. Information We Collect

1.1. Information You Provide Directly

When you register and use Kiloba Voice, we may collect:

Account Information: Full name, email address, phone number, company name
Payment Information: Billing details, payment methods (securely processed through payment partners)
Call Content: Recordings, transcripts of calls through the system
Campaign Data: Customer lists, call scripts, AI configuration
Support Information: Content of communications when you contact support

1.2. Information Collected Automatically

When you use the Service, we automatically collect:

Usage Data: Call duration, number of calls, frequency of use
Device Information: IP address, browser type, operating system
Log Data: Activity logs, system errors, API events
Cookies and Similar Technologies: To improve user experience

1.3. Information from Third Parties

We may receive information from:

LLM Providers: Google (Gemini), OpenAI - AI processing data
Telecom Providers: Call information, SIP trunk
Integration Partners: Data from systems you connect via API

2. How We Use Information

2.1. Providing Services

Operating and maintaining the Kiloba Voice platform
Processing AI calls and creating recordings
Managing accounts and authenticating users
Processing payments and issuing invoices

2.2. Improving Services

Analyzing usage trends to optimize performance
Developing new features based on user needs
Training and improving AI models (with anonymized data)
Fixing bugs and improving stability

2.3. Communicating With You

Sending service notifications and system updates
Responding to technical support requests
Notifying about policy or terms changes
Sending marketing information (if you consent)

2.4. Security and Compliance

Detecting and preventing fraud, abuse
Ensuring legal and regulatory compliance
Protecting our and users' rights
Enforcing Terms of Service

3. Information Sharing and Disclosure

3.1. Service Providers

We share information with trusted third parties to support service operations:

Provider Type	Purpose	Data Shared
Cloud Infrastructure	Data storage and processing	All service data
LLM Provider	Natural language processing	Call audio (realtime)
Payment	Transaction processing	Payment information
Analytics	Usage statistics	Anonymized usage data

3.2. Legal Requirements

We may disclose information when:

Required by competent authorities under applicable law
Necessary to protect our legal rights
In emergencies to protect user safety
With your consent

3.3. Business Transfers

In case of merger, acquisition, or asset sale, user information may be transferred as part of the transaction, with prior notice to users.

3.4. What We DO NOT Do

❌ DO NOT sell personal information to third parties
❌ DO NOT share recordings for advertising purposes
❌ DO NOT disclose information to competitors
❌ DO NOT use your data to train public AI

4. Data Security

4.1. Technical Measures

We implement industry-standard security measures:

Transit Encryption: TLS 1.3 for all connections
Storage Encryption: AES-256 for sensitive data
Multi-factor Authentication: 2FA support for accounts
Access Control: RBAC (Role-Based Access Control)
24/7 Monitoring: Intrusion and anomaly detection

4.2. Organizational Measures

Staff training on information security
Access restriction on a "need-to-know" basis
Regular security audits and vulnerability assessments
Security incident response procedures

4.3. Certifications and Compliance

Compliance with Vietnam Cybersecurity Law
Implementing ISO 27001 standards (in progress)
GDPR principles compliance for international customers

5. Data Retention

5.1. Retention Periods

Data Type	Retention Period	Reason
Call Recordings	Per service plan (30-365 days)	Business requirements
Transcripts	Per service plan (30-365 days)	Business requirements
Call Metadata	2 years	Analysis and reporting
Account Information	Until account deletion + 30 days	Service management
System Logs	90 days	Troubleshooting
Payment Data	7 years	Legal requirements

5.2. Storage Location

Data is stored in data centers in Vietnam and Singapore
Backups are encrypted and stored at separate geographic locations
Data is not transferred outside the ASEAN region without consent

5.3. Data Deletion

When an account is deleted or expires:

Data is marked for deletion immediately
Data is completely deleted after 30 days
Backups are deleted in the next backup cycle (up to 90 days)

6. Your Rights

6.1. Right to Access

You have the right to request a copy of personal data we store about you.

6.2. Right to Rectification

You can update or modify account information at any time through the dashboard.

6.3. Right to Erasure

You have the right to request deletion of personal data, subject to legal retention obligations.

6.4. Right to Data Portability

You can request to export your data in a readable format (JSON, CSV).

6.5. Right to Object

You can object to data processing for marketing or research purposes.

6.6. How to Exercise Rights

To exercise the above rights, please:

Access Account Settings in the dashboard
Email: privacy@kiloba.ai
Hotline: 1900 xxxx xx

We will respond within 15 business days.

7. Cookies and Tracking Technologies

7.1. Types of Cookies Used

Type	Purpose	Duration
Essential	Authentication, security	Session
Functional	Interface customization	1 year
Analytics	Usage statistics	2 years

7.2. Cookie Management

You can:

Decline non-essential cookies in settings
Delete cookies through your browser
Use incognito mode to limit tracking

7.3. Do Not Track

We respect "Do Not Track" signals from browsers and will limit tracking when enabled.

8. Call Security and Recording

8.1. Audio Processing

Audio is processed realtime and not stored on LLM servers
Only the Kiloba Voice system stores recordings according to your configuration
Audio data is encrypted with AES-256 when stored

8.2. Transcripts

Transcripts are automatically generated by AI
Stored separately from audio files
Can be searched and exported upon request

8.3. Your Responsibilities

When using the recording feature, you are responsible for:

Notifying call participants about recording
Complying with call recording laws in your jurisdiction
Managing access to recordings within your organization

9. Children's Data

Kiloba Voice is not intended for persons under 18 years of age. We do not knowingly collect personal information from children. If we discover we have collected information from a child, we will delete it immediately.

10. Third-Party Links

The Service may contain links to third-party websites. We are not responsible for the privacy policies of those websites. Please read their privacy policies before providing information.

11. Policy Changes

11.1. Right to Modify

We may update this Privacy Policy to reflect:

Changes in business operations
New legal requirements
Security improvements

11.2. Notice of Changes

Important changes will be notified via email
The "Last Updated" date at the top will be updated
You should review the policy periodically

11.3. Continued Use

Continued use of the Service after changes take effect constitutes your acceptance of the new policy.

12. Contact

If you have questions about this Privacy Policy or how we handle data, please contact:

Data Privacy Department - Kiloba Voice

Email: privacy@kiloba.ai
Hotline: 1900 xxxx xx
Address: [Company Address]

Response Time: Within 3-5 business days

13. Complaints

If you are not satisfied with how we handle your data, you have the right to complain to:

Kiloba Voice Data Privacy Department
Authority of Information Security - Ministry of Information and Communications
Other competent data protection authorities

By using the Kiloba Voice Service, you confirm that you have read and understood this Privacy Policy.