01What this policy covers
This policy explains how SOER Dev (Trip Keep LLC), Brooklyn, New York (“SOER”, “we”) handles information in TalkGrid, our business phone and texting app for Bitrix24. For the people your business calls and texts, your business decides why and how their information is used; we process it on your behalf and follow your instructions. For the website soer.dev, see the website Privacy Policy.
02What we process
- Your account. Your Bitrix24 address, the names and emails of portal users who use TalkGrid and of portal admins (for balance and number notices by email), their extensions and softphone logins, your settings (numbers, voice menus, ring groups, working hours), and access tokens that let TalkGrid work with your Bitrix24.
- Calls. Phone numbers on both ends, time, length, direction, routing, and call recordings.
- Voicemail. Voicemail audio and its details.
- Text messages. SMS and MMS content, including photos, video and audio your customers send, with the numbers and times.
- Greetings. The text or audio of your greetings and voice menus.
- Billing. Your balance, top-ups, usage and invoices. Card payments are handled by Stripe; we receive only limited details from Stripe, never your full card number.
- Technical data. Logs and security data needed to run, protect and fix the Service.
03How we use it
- To connect calls and deliver texts, and to log them, with recordings and voicemail, to the right customer in your Bitrix24.
- To route calls the way you set up: voice menus, ring groups, working hours and holidays.
- To bill you and keep the balance and usage accurate.
- To keep the Service secure, prevent fraud and abuse, and fix problems.
- To meet legal and carrier requirements.
We don’t use the content of your calls or texts for advertising, and we don’t sell any of this information.
04Where it is stored
Call records, recordings, voicemail and text conversations are saved to your Bitrix24 account, on the customer’s card and in your chats. By default, the carrier’s copy of a recording is deleted once it is attached in Bitrix24; you can choose to keep a copy with the carrier in the TalkGrid settings. Voicemail is kept in the TalkGrid voicemail section of your portal and noted on the caller’s record. Calls and texts pass through Twilio, which needs them to carry them. TalkGrid’s own systems keep what is needed to run the Service, such as settings, routing and billing records, and logs.
05Who helps us
- Twilio carries calls and texts, provides phone numbers, and handles recording and text-to-speech for greetings.
- Stripe processes card payments.
- Our cloud hosting provider runs TalkGrid’s systems.
- Bitrix24 is your CRM, chosen by you; its own terms and privacy policy apply to data stored there.
They process information only to provide their services. We may also disclose information if the law requires it, or to protect our rights or someone’s safety.
06Mobile numbers and texting consent
No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text messaging originator opt-in data and consent are not shared with any third parties. Phone numbers and messages are used only to deliver and log your business’s conversations, and are shared only with the providers above for that purpose.
07How we protect it
- Each business gets its own separate phone account with the carrier.
- Every request from the carrier is signed and checked, so nobody can post a fake call or text into your account.
- Connections are encrypted, and access to customer data is limited to the people who need it to run and support the Service.
- Calls and texts to other countries are blocked by default.
08How long we keep it
We keep account, routing and billing data while you use TalkGrid. What is stored in your Bitrix24 stays under your control there. If you remove TalkGrid and choose to delete your data, your account data is deleted after the end of the paid month (reinstalling before then restores it). Payment history is kept for one year for refunds and accounting, or longer if the law requires it.
09Requests from your customers
If someone your business called or texted asks about their information, they should contact your business. We’ll help you respond, for example by finding or deleting records in our systems. If they contact us, we’ll direct them to you.
10Your rights
You can ask what information we hold about your account, and ask us to correct or delete it. Depending on where you live, the law may give you these rights. Write to us by email at info [at] soer [dot] dev, in the chat on this site, or through the contact form. We may need to confirm it’s you first.
11Changes to this policy
If we change this policy, we’ll update the date at the top and tell you about significant changes in advance.
12Contact
SOER Dev (Trip Keep LLC), Brooklyn, New York. Questions about this policy: write to us by email at info [at] soer [dot] dev, in the chat on this site, or through the contact form.