Privacy Policy

1. Who We Are

Broadtela is a licensed telecommunications provider and hosted VoIP carrier based in Aiken, South Carolina. We provide hosted Voice over IP (VoIP) phone service, virtual fax (vFax), SIP trunking, cloud PBX, and managed internet services to business customers across the United States. As a provider of telecommunications services, we are subject to federal regulations including those enforced by the Federal Communications Commission (FCC).

In this policy, "Broadtela," "we," "us," and "our" refer to our company and its services. "You" refers to any person or business that visits our website or uses our services.

2. Information We Collect

2a. Information You Provide Directly

• Contact and account information: Name, business name, email address, phone number, and mailing address collected when you request a quote, submit a contact form, book a demo, or sign up for service.
• Billing information: Payment method details, billing address, and transaction history. Payment card data is processed by our payment processor and is not stored on Broadtela systems.
• Service configuration: Call flow preferences, auto-attendant scripts, ring group assignments, voicemail greetings, and other settings you configure within your account.
• Support communications: Emails, chat logs, and call recordings of interactions with our support team.
• E911 address information: Physical location addresses registered for each phone line, required by law for emergency call routing.

2b. Information Collected Automatically Through Our Services

• Call detail records (CDRs): For every call placed or received through our network, we collect the originating number, terminating number, call duration, timestamp, and call disposition. CDRs are used for billing, fraud detection, and network management. As a telecommunications carrier, we are legally required to retain certain CDR data.
• Call recordings: If you have enabled the call recording feature on your account, recordings are stored on our servers and accessible through your account portal. You control retention and deletion of recordings within your account.
• Voicemail data: Voicemail audio files and transcriptions generated by our voicemail-to-email service.
• Fax records: For vFax customers, metadata about sent and received faxes including sender number, recipient number, page count, timestamp, and delivery status. Fax content is stored as PDFs accessible through your account.
• Network and device data: IP addresses, SIP device identifiers, firmware versions, and connection quality metrics used for network management and troubleshooting.

2c. Website Analytics

During a visit, session storage may retain the first landing-page path, referring website hostname, and limited campaign identifiers. When you submit an inquiry, these details and any calculator or planning summary you choose to include are saved with your request and sent to our team. We use them to understand your requirements and where inquiries originate. Do not include passwords, account PINs, or customer records.

Custom analytics events measure tool completions, inquiry-form activity, and contact or booking-link clicks. Contact details, free-text messages, and tool answers are not included in these custom-event properties. Opening a booking link does not confirm an appointment. A requested quote is not a subscription to a marketing mailing list.

• Standard web server logs including IP address, browser type, referring URL, pages visited, and time of visit.
• Cookies used for session management and website analytics. You may disable cookies through your browser settings, though some site features may be affected.

3. How We Use Your Information

We use the information we collect for the following purposes:

• Service delivery: Provisioning and operating your VoIP lines, fax numbers, call routing, auto-attendants, and all other service features.
• Billing and invoicing: Calculating usage, generating invoices, processing payments, and managing your account.
• E911 compliance: Routing emergency calls to the correct public safety answering point (PSAP) based on your registered service address, as required by FCC regulations.
• Customer support: Responding to service requests, troubleshooting technical issues, and managing your account.
• Fraud prevention and network security: Detecting and preventing unauthorized use, toll fraud, and abuse of our network.
• Legal and regulatory compliance: Meeting our obligations as a telecommunications carrier, including lawful interception obligations under CALEA and record retention requirements.
• Service communications: Sending notices about outages, maintenance windows, billing changes, or material changes to your service or these policies.
• Marketing: Sending promotional communications about Broadtela services to prospects or existing customers who have opted in. You may unsubscribe at any time using the link in any marketing email.

4. Call Recording and Wiretapping Laws

Broadtela offers optional call recording as a billable feature. If you enable call recording on your account, you are solely and entirely responsible for compliance with all applicable federal and state laws governing the recording of telephone conversations.

Federal law (18 U.S.C. § 2511) permits recording with the consent of at least one party to the call. However, many states impose stricter "all-party consent" or "two-party consent" requirements, including but not limited to: California, Connecticut, Florida, Illinois, Maryland, Massachusetts, Michigan, Montana, Nevada, New Hampshire, Oregon, Pennsylvania, and Washington. In these states, all parties to a call must consent before the call may be recorded.

Broadtela does not provide legal advice and makes no representation as to the legality of call recording in your jurisdiction or for your specific use case. We strongly recommend consulting qualified legal counsel before enabling call recording, particularly if you receive calls from customers in multiple states.

5. CPNI — Customer Proprietary Network Information

As a telecommunications carrier, Broadtela is subject to FCC regulations governing Customer Proprietary Network Information (CPNI) under 47 U.S.C. § 222. CPNI includes information about how you use our services — including the types of services you subscribe to, your calling patterns, and technical information about your service.

We use CPNI only as permitted by law: to provide and bill for the services you have subscribed to, to protect you and other customers from fraud, and to provide customer support. We do not sell CPNI to third parties or use it for marketing purposes without your explicit consent, as required by FCC rules.

You have the right to restrict our use of your CPNI beyond what is required to provide your service. To exercise this right, contact us at sales@broadtela.com.

6. How We Share Your Information

We do not sell your personal information or CPNI to third parties. We share information only in the following circumstances:

• Upstream carriers and network providers: We interconnect with other telecommunications carriers to complete calls. These carriers receive necessary call routing information (e.g., dialed number) as required to complete your calls, consistent with standard industry practice.
• Service providers: We work with third-party vendors for billing processing, infrastructure hosting, and analytics. These vendors access only the data necessary to perform their services and are bound by confidentiality obligations.
• Legal and regulatory requirements: We will disclose information when required by law, court order, subpoena, or government authority. As a telecommunications carrier subject to CALEA (Communications Assistance for Law Enforcement Act), we may be required to provide lawful access to communications to authorized law enforcement agencies.
• Emergency services: We provide your registered E911 address to emergency services dispatchers when a 911 call is placed from your service.
• Business transfers: If Broadtela is acquired, merges with another company, or sells substantially all of its assets, customer data may be transferred as part of that transaction. We will notify affected customers by email prior to any such transfer.
• With your consent: We will share your information in other ways only with your explicit permission.

7. Data Retention

• Account and billing records: Retained for a minimum of 7 years after account closure to comply with tax, accounting, and regulatory obligations.
• Call detail records: Retained for a minimum of 18 months, and potentially longer if required by applicable state or federal regulations or for ongoing dispute resolution.
• Call recordings: Retained for the period configured in your account settings. You may delete recordings at any time through your account portal.
• Voicemails: Retained until deleted by you or according to your account's retention policy.
• Fax records: Retained for 90 days by default; extended retention is available as a service feature.
• Marketing contact information: Retained until you unsubscribe or request deletion, subject to legal retention requirements.

8. Security

We implement industry-standard security measures appropriate for a telecommunications provider, including:

• TLS (Transport Layer Security) encryption for SIP signaling
• SRTP (Secure Real-time Transport Protocol) encryption for voice media where supported by your devices
• Encrypted storage for sensitive account data
• Role-based access controls limiting employee access to customer data
• Network monitoring for fraud and abuse detection

No method of transmission over the internet or electronic storage is completely secure. If you believe your account has been compromised, contact us immediately at sales@broadtela.com.

9. Your Rights and Choices

Depending on your state of residence, you may have the following rights:

• Access: Request a copy of the personal information we hold about you
• Correction: Request correction of inaccurate or incomplete information
• Deletion: Request deletion of your personal information, subject to our legal retention obligations as a telecommunications carrier
• CPNI restriction: Restrict our use of your CPNI beyond what is required to provide your service
• Marketing opt-out: Unsubscribe from marketing communications at any time
• Do Not Call: If you are an individual consumer and not a business customer, you may register with the National Do Not Call Registry at donotcall.gov

To exercise any of these rights, contact us at sales@broadtela.com. We will respond within 30 days.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, services, or applicable law. We will post the updated policy on this page with a revised "Last updated" date. For material changes, we will notify active customers by email at least 30 days before the change takes effect. Your continued use of our services after the effective date constitutes your acceptance of the updated policy.

11. Contact Us

For privacy-related questions, CPNI requests, or to exercise your rights: