Privacy policy.

This website and the services described on it are operated by Alliance Call Centre ("Alliance", "we", "us"), Office 2C-0237, Residence 1072, Al Muteena, Dubai, United Arab Emirates.

Alliance provides voice connectivity, call routing, failover and call-quality monitoring for contact centres. This policy explains what personal data we handle, why, and the choices you have. It applies to visitors of alliancecallcentre.com, to prospective and existing clients, and to the people whose calls pass through our network on behalf of our clients.

We process personal data in line with the UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data and, where they apply to our clients or to you, other data protection laws such as the EU General Data Protection Regulation.

We act in two different roles, and the rules differ for each:

• As a controller for the data we collect for our own purposes: website visitors, people who contact us, and the business contacts of our clients (account, billing and support details).
• As a processor for call data we handle on behalf of our clients: call detail records, routing and quality metrics, and call recordings where a client enables them. For this data our client is the controller and decides why it is processed; we process it only on their documented instructions and under a data processing agreement.

If you are a caller or an agent of one of our clients and have a question about your call data, please contact that organisation first. We will support them in answering you.

When you visit the website

• Technical data your browser sends with every request: IP address, browser type, device and operating system, pages requested, date and time. Our hosting provider keeps these in short-lived server logs for security and troubleshooting.
• Your cookie choice, stored in your own browser. See the Cookie policy.

When you contact us or request a trial

• Your work email address and anything else you choose to send us: name, company, phone number, message.

When you become a client

• Names, job titles, work emails and phone numbers of your administrators and contacts.
• Billing details: company name, address, tax registration, invoices and payment records. Card payments are handled by our payment provider; we do not store full card numbers.
• Account activity: sign-ins, configuration changes and the audit log of who did what.

When calls pass through our network (as a processor)

• Call detail records: originating and destination numbers, timestamps, duration, trunk, carrier and queue.
• Quality and routing metrics: jitter, packet loss, latency, MOS scores, failover events and SIP signalling traces.
• Call recordings and transcripts, only where the client turns recording on for their account.

• To provide the service — carry, route and monitor calls, raise alerts, keep call history and produce reports. Basis: performance of our contract with the client.
• To answer you — reply to enquiries, run line audits and trials, and send the information you asked for. Basis: your request and our legitimate interest in responding.
• To bill and keep records — invoicing, accounting and tax. Basis: contract and legal obligation.
• To keep the network secure — detect fraud, toll abuse, spam calling and attacks; investigate incidents. Basis: legitimate interest and legal obligation.
• To improve the service — aggregated, de-identified statistics about network performance. Basis: legitimate interest.
• To send service and product updates to client contacts. You can opt out of non-essential messages at any time with the link in each email.

We do not sell personal data, and we do not use call content or recordings to build advertising profiles.

We share personal data only where it is needed to run the service, and only with parties bound by confidentiality and data protection obligations:

• Telecom carriers and interconnect partners that complete the calls you place or receive.
• Infrastructure providers: data centres, cloud hosting, email delivery and backup, in the region you selected where the service allows it.
• Payment and accounting providers for billing.
• Professional advisers such as auditors and lawyers, under confidentiality.
• Authorities, when we are legally required to, for example by the Telecommunications and Digital Government Regulatory Authority or a court order. Where the law allows, we tell the affected client first.

If Alliance is involved in a merger or sale of assets, personal data may be transferred to the new owner, who will remain bound by this policy.

Clients choose the region in which their call data is processed and stored: Dubai (me-central-1), Frankfurt (eu-central-1) or Virginia (us-east-1). Call detail records, metrics and recordings stay in that region; the audit log records it.

Data about our own clients and website visitors is stored primarily in the UAE. Where any data is transferred to another country, we make sure the destination offers adequate protection or that appropriate safeguards are in place, as required by applicable law.

• Call history and metrics: for the period set by the client's plan (7 days, 90 days or 1 year), then deleted or anonymised.
• Call recordings: for the period the client configures, and never longer than the client's plan allows.
• Enquiries and trial requests: up to 24 months after our last contact, unless you become a client.
• Client account and billing records: for the life of the contract and then as long as UAE commercial and tax law requires, usually up to 5 years.
• Server logs: up to 90 days.

Our network is built for reliability and security. Measures include encryption in transit (TLS and SRTP where supported) and at rest, strict role-based access, single sign-on and an audit log for client accounts, network monitoring by our operations centre around the clock, regular backups, and staff confidentiality obligations.

No system is perfectly secure. If a breach affects your personal data, we will notify you and the relevant authority as required by law, and support our clients with their own notifications.

Depending on the law that applies to you, you can ask us to:

• confirm whether we process your personal data and give you a copy;
• correct inaccurate or incomplete data;
• delete data we no longer need or have no lawful basis to keep;
• restrict or object to certain processing, including direct marketing;
• transfer data you provided to you or to another provider;
• withdraw consent at any time, where processing is based on consent.

Send requests to info@alliancecallcentre.com. We may ask you to confirm your identity and will reply within 30 days. If you are not satisfied with our answer, you can complain to the UAE Data Office or to the data protection authority where you live.

Our services are for businesses. We do not knowingly collect personal data from children through this website. If you believe a child has sent us personal data, contact us and we will delete it.

We may update this policy when our services or the law change. The date at the top of this page shows the latest version. If a change is significant, we will tell our clients by email before it takes effect.