Data Processing Addendum

1. Roles

For customer account data, Relayra generally acts as a service provider or processor acting on behalf of the customer. For account administration, billing, security, legal compliance, website analytics, and product operations, Relayra may act as an independent controller or business under applicable privacy law.

2. Categories of Data Processed

• Account data: Names, email addresses, phone numbers, business information, settings, and support history.
• Call data: Phone numbers, recordings, voicemail recordings, transcripts, summaries, notes, call events, duration, routing activity, and metadata.
• AI agent data: Greeting, services, hours, special instructions, training details, common questions, website-derived information, and voice settings.
• Integration data: Calendar, booking, notification, webhook, connected-account, and provider configuration data.
• Technical data: IP addresses, device/browser data, logs, diagnostics, usage metrics, cookies, and security events.

3. Processing Purposes

Relayra processes customer data to:

• Provide, maintain, secure, and support the Service.
• Answer, route, record, transcribe, summarize, analyze, and report on calls and voicemails.
• Send call summaries, transcripts, recordings, notifications, and workflow outputs.
• Operate customer-enabled integrations and connected accounts.
• Troubleshoot errors, outages, latency, transcription quality, and AI behavior.
• Perform quality assurance, training, analytics, and product improvement.
• Prevent fraud, abuse, security incidents, and misuse.
• Meet legal, billing, tax, accounting, and compliance obligations.

4. Human Review and Automated Processing

Authorized Relayra personnel and automated systems may review or analyze recordings, transcripts, summaries, notes, metadata, and account configuration when needed for service delivery, support, troubleshooting, safety, abuse prevention, quality assurance, training, analytics, and product improvement. Relayra restricts access to personnel and systems with a legitimate business need.

5. Subprocessors

Relayra uses trusted subprocessors and infrastructure providers to operate the Service, including providers for telephony, speech processing, AI processing, cloud hosting, storage, payments, email, SMS, security, analytics, and support. These providers may process customer data only as needed for the services they provide to Relayra.

6. Security Measures

• Encryption in transit and at rest where supported by the relevant system.
• Authentication, authorization, and role-based access controls.
• Logging, monitoring, backup, and operational safeguards.
• Limited access for authorized personnel with a business need.
• Vendor and subprocessor safeguards appropriate to the services provided.

7. Customer Responsibilities

Customers are responsible for their own legal and compliance obligations, including caller notices, recording consent, transcription consent, AI disclosure, privacy notices, data-subject requests, and industry-specific requirements. Customers should not use Relayra for highly regulated or sensitive communications unless they have confirmed that the Service fits their obligations.

8. Requests and Contact

Questions about data processing can be sent to [email protected]. Privacy requests can be sent to [email protected].