Privacy Policy

1. Who we are

Raptora AI Solution is the product and service name of [LEGAL ENTITY NAME], registered in Mongolia.

Requests concerning personal data may be sent to [PRIVACY EMAIL], [ADDRESS], [PHONE].

2. Types of information we process

Account and organization information: name, email address, phone number, organization name, job title, payment and billing information, and account records.

Technical information: IP address, device, browser, connection times, errors, security logs and usage metrics.

Agent information: agent instructions, knowledge bases, documents, settings, workflows, tool configurations and related data.

Call information: calling and receiving numbers, date, time, duration, connection status, routing, and carrier and other connection metadata.

Audio, recordings and text: call audio recordings, transcripts, summaries, classifications, sentiment analysis and call outcomes.

Chat widget information: text, files, contact details, conversation history and other content submitted by users.

3. Where the information comes from

You may provide information yourself when you create an account, configure an agent, upload documents or interact with the service.

Information may be generated automatically when calls and the chat widget are used.

A customer organization may pass information about its own customers to Raptora for processing.

When the service is connected to third-party telephony, payment, sign-in or other services, related information may come from that integration.

4. Purposes of processing

Creating user accounts, providing the service, running agents, connecting calls, receiving and placing calls, recording calls, converting speech to text and performing analysis.

Monitoring the operation of the service, detecting faults, ensuring security, and detecting fraud and misuse.

Billing, customer support, performance of contracts, and responding to lawful requests from competent authorities.

Improving the quality and reliability of the service in line with the consent given by users and with the law.

5. Roles of data controller and data processor

When a customer organization processes information about its customers, employees or other persons through Raptora, the customer is responsible for the purpose of that processing, its legal basis, the notices given to data subjects and any required consent.

When Raptora technically processes information according to the customer's instructions, it may act as a data processor.

Raptora may itself be the data controller for information relating to its own accounts, billing, security, website and service administration.

6. Consent and legal basis

Where the law requires it, the data subject's consent to processing is obtained in paper or electronic form.

Where consent is required, we state clearly what information is processed, for what purpose, for how long, whether it is transferred and to whom, and how consent can be withdrawn.

Where the law specifically permits processing on another basis, information may be processed without consent within the scope that law allows.

Failure to give consent is never interpreted as consent.

7. Call recording

If a customer enables call recording, call audio may be stored.

The customer organizing the call is responsible for giving any notice and obtaining any consent required by law before a call is recorded.

Raptora processes recordings to provide the service, store them, transcribe them, maintain security and perform the analysis configured by the customer.

Where a voice can be used to identify a person, that data may fall within a category of specially protected information under the law, and the customer shall put the necessary safeguards in place.

8. Listening to calls in real time

A customer may grant its authorized operators, employees and other users the right to listen to calls in real time.

Raptora may provide the technical means for such access, but the customer is responsible for its employees' internal discipline and for the rules on further use of what they hear.

Access logs, permission levels, authorization and related safeguards are implemented to the extent reasonably possible.

9. Speech-to-text and AI analysis

Transcription, summarization, classification, sentiment analysis and other processing of audio recordings may be performed automatically.

Automated processing can make mistakes, so important decisions require human review.

Conclusions produced automatically by Raptora are not medical, legal, financial or other professional advice.

10. Information related to outbound calls

During outbound calls, the recipient's phone number, call time, call purpose, recording, transcript and outcome may be processed.

The customer organization is responsible for the legal basis for making outbound calls, any required consent, the recipient's right to opt out and applicable consumer protection requirements.

Raptora does not justify a customer's unlawful outbound calling, obtain consent on the customer's behalf, or certify the customer's legal compliance.

11. Chat widget information

Information sent through a chat widget embedded on a website is processed according to the agent's operation, the purpose of the service and the retention settings.

If a customer places the Raptora chat widget on its own website, the customer shall properly inform its own users that information is collected through that chat widget.

12. Banking, payment and confidential information

Raptora may process business information such as invoices, payment reminders and reconciliation with customers.

We advise customers not to enter bank passwords, one-time verification codes, card security codes, online banking credentials or similar secret information unless the normal flow of the service requires it, and we prohibit any use aimed at collecting such information.

Where financial information entered by users is used in a live service, the customer is responsible for the purpose of its processing, its retention, consent and any sector-specific requirements.

13. Third parties with whom personal data is shared

To operate the service, information may need to be shared with providers of telecommunications, cloud computing, storage, speech-to-text, speech synthesis, language models, security and payments.

Third parties process only the information necessary within the scope of their own service.

Raptora may publish the list of third parties it uses separately or provide it to contracted customers.

14. Processing outside Mongolia

If a third-party provider's infrastructure is located outside Mongolia, information may be processed across borders.

Such transfers are carried out in accordance with the conditions and requirements of Mongolian law.

The customer organization handles the information and consent regarding cross-border transfers that it must provide to its own data subjects.

15. Data security

To protect the confidentiality, integrity and availability of information, Raptora may apply access control, authentication safeguards, encryption, logging, backups, environment isolation and other appropriate measures.

However, no internet or information technology system can be guaranteed to be completely secure.

The customer shall likewise protect its user accounts, secret keys, devices and integration settings.

16. Data breaches

If a security breach involving personal data is detected, Raptora will take steps to identify, contain and recover from it and, where necessary, notify the customer.

The customer shall notify Raptora immediately of any breach originating from its own systems, users, secret keys or third-party environments.

Where required by law, data subjects and competent authorities will be notified.

17. Retention period

We retain information for as long as necessary to fulfil the purpose for which it was originally collected, meet legal obligations, carry out billing, resolve disputes and ensure security.

Retention periods for call recordings, transcripts and other user content may be set in line with the customer's settings, the contract and applicable law.

Once the period ends, information is deleted, anonymized or otherwise rendered unusable, unless the law provides otherwise.

18. Rights of the data subject

Within the scope provided by law, the data subject has the right to know whether their information is processed, to access it, to obtain a copy, to have inaccurate information corrected or deleted, to request that processing stop, and other related rights.

Requests concerning information Raptora processes on a customer's behalf are, where possible, forwarded to the customer, and Raptora assists within the scope of the contract.

Additional information may be requested, to the extent the law permits, to verify the identity of the requester.

19. Automated decisions and human oversight

The Raptora service may produce transcripts, summaries, classifications, sentiment and other automated outputs.

The customer shall apply appropriate oversight so that these outputs are not used, without human involvement, as the sole basis for decisions with serious consequences for a person's rights, property, credit, employment, insurance or similar matters.

Where information about automated outputs is requested, an explanation and related information will be made available within the scope provided by law.

20. Data deletion requests

A data subject or a legally authorized person may send a deletion request to [PRIVACY EMAIL].

If deletion conflicts with a statutory retention obligation, litigation, security logging or billing requirements, the information may be retained for the period the law allows.

Requests to delete information held on behalf of a customer organization are handled according to the customer's instructions.

21. Children's information

Raptora is not a service primarily directed at collecting information from children.

If a customer needs to process children's information, the customer is responsible for meeting the additional legal, consent and protection requirements that apply to it.

If it is found that information about a minor protected by law has been collected inadvertently, action may be taken in accordance with applicable law.

22. Marketing and service notices

We may send notices about service security, account changes, payments and important service changes.

Notices of a promotional nature follow applicable law and the user's preferences.

23. Anonymized and aggregated information

Raptora may use information that has been anonymized or aggregated so that it cannot identify a person or organization for service security, statistics, performance and quality analysis, and service improvement.

If anonymized information again becomes capable of identifying a person, the appropriate protections apply once more.

24. Disclosure to other authorities

If a court, prosecutor, police, regulator or other competent authority requests information within its statutory powers, Raptora will review the request and may disclose information in accordance with the law.

Unless prohibited by law, such requests and responses are kept on record.

25. Changes to this policy

This Privacy Policy may be updated in response to changes in law, the service, technology and processing activities.

Material changes will be announced on the website, in user accounts, by email or through other available channels.

The updated version applies from the date of publication or from the date stated in it.

26. Complaints and requests

Privacy requests and complaints should be sent to [PRIVACY EMAIL].

Where possible, including your name, contact details, the purpose of the request and the related account, call or customer organization helps us identify the request quickly.

You retain the right to lodge a complaint with the competent authority under applicable law.

Appendix. Sources and legal basis

Law of Mongolia on Personal Data Protection

Personal data, consent, data subject rights, data controllers and processors, cross-border transfers, deletion, recording systems.

Law of Mongolia on Cybersecurity

Ensuring the integrity, confidentiality and availability of information; core cybersecurity requirements.

Law of Mongolia on Communications

Voice telecommunications, communication services and related rights and obligations of use.

Other applicable laws of Mongolia

Electronic transactions, intellectual property, consumer rights, sector-specific regulation and other data protection requirements.