1. Introduction
Egytel ("we," "us," or "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our website, cloud call center platform, messaging services, and related products (collectively, the "Services").
By accessing or using our Services, you agree to the collection and use of information in accordance with this policy. If you do not agree, please do not use our Services.
2. Information We Collect
2.1 Information You Provide
- Account Information: Name, email address, phone number, company name, and billing details when you register for an account.
- Communication Data: Call recordings, chat transcripts, and message logs processed through our platform on behalf of your business.
- Support Requests: Information provided when you contact our support team, including descriptions of issues and screenshots.
2.2 Information Collected Automatically
- Usage Data: Pages visited, features used, session duration, clickstream data, and interaction patterns within our dashboard.
- Device Information: Browser type, operating system, device type, screen resolution, and IP address.
- Analytics: Aggregated performance metrics, error logs, and service usage statistics.
3. How We Use Your Information
We use the collected information for the following purposes:
- Providing, operating, and maintaining our Services
- Processing transactions and managing your account
- Improving and personalizing user experience
- Sending administrative notices, updates, and security alerts
- Responding to support requests and inquiries
- Detecting, preventing, and addressing fraud and security issues
- Complying with legal obligations under Egyptian law and applicable regulations
4. Data Storage and Security
Your data is stored on servers located in Tier-4 data centers in Egypt and the European Union. We implement industry-standard security measures including:
- Encryption in transit (TLS 1.3) and at rest (AES-256)
- Role-based access control with multi-factor authentication
- Regular security audits and penetration testing
- SOC 2 Type II compliance framework
- Automated backup and disaster recovery procedures
5. Data Sharing and Disclosure
We do not sell your personal data. We may share information with:
- Service Providers: Trusted third-party vendors who assist in operating our Services (hosting, analytics, payment processing), bound by confidentiality agreements.
- Legal Compliance: When required by law, regulation, or legal process, or to protect the rights, safety, or property of Egytel and its users.
- Business Transfers: In connection with a merger, acquisition, or sale of assets, with appropriate notice to affected users.
6. Data Retention
We retain your personal data only for as long as necessary to fulfill the purposes outlined in this policy, or as required by law. Call recordings and chat logs are retained according to the retention period configured in your account settings (default: 90 days). You may request earlier deletion at any time.
7. Your Rights
Under applicable data protection laws, including Egypt's Personal Data Protection Law (Law No. 151 of 2020), you have the right to:
- Access the personal data we hold about you
- Request correction of inaccurate or incomplete data
- Request deletion of your personal data
- Object to the processing of your data
- Export your data in a machine-readable format
- Withdraw consent at any time where consent is the legal basis for processing
To exercise any of these rights, contact us at info@egytelecoms.com.
8. Cookies
We use cookies and similar tracking technologies to improve your browsing experience. For detailed information, please see our Cookie Policy.
9. Changes to This Policy
We may update this Privacy Policy from time to time. We will notify you of material changes by posting the updated policy on our website and updating the "Last updated" date. Continued use of our Services after changes constitutes acceptance of the revised policy.
10. Contact Us
If you have questions or concerns about this Privacy Policy or our data practices, please contact:
Egytel Data Protection Team
Email: info@egytelecoms.com
Address: Smart Village, Building B119, 6th of October City, Giza, Egypt