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  • Privacy Policy

    Last updated 24th May 2018

    1. Introduction

    Here at Aculab, we respect the privacy of our customers and contacts who have expressed an interest in our products and services.

    Aculab will use personal information for account management, administration, technical support, marketing and providing user IDs and passwords for protected areas of Aculab’s websites.

    Aculab will not rent or sell your personal information with other organisations for their own marketing purposes. For users of the Aculab Cloud service, sharing of certain data with third parties is required to enable us to provide the service – section 7.3 provides more detail.

    Aculab will not retain personal information for longer than is necessary for the purpose for which it was collected.

    All email marketing/e-newsletters contain instructions on how to unsubscribe.

    Emails from Aculab and any files transmitted with them, are confidential and intended solely for the use of the individual or entity to which they are addressed. General email communications may represent the originator’s personal views and opinions, and not necessarily reflect those of Aculab. If you are not the original recipient or the person responsible for delivering the email to the intended recipient, be advised that you have received the email in error, and that any use, dissemination, forwarding, printing, or copying of this email is strictly prohibited.

    The anti-virus software used by Aculab is updated regularly in an effort to minimise the possibility of viruses infecting our systems. However, you should be aware that there is no absolute guarantee that any files attached to emails from Aculab are virus free.

    2. What information we collect and why we need it

    This privacy notice tells you what to expect when Aculab collects personal information. It applies to information we collect about:

    • Visitors to our websites;
    • People who use the Aculab Cloud console and licensing portal
    • People who subscribe to our e-newsletter service
    • People who email us
    • People who use our LiveChat service
    • People who respond to our polls and surveys
    • Job applicants and current or former employees

    2.1 Visitors to our websites

    When someone visits an domain we use a third-party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors to the various parts of the site. This information is processed in a way that does not identify anyone. We do not make any attempt to find out the identities of those visiting our website. If we do want to collect personally identifiable information through our website, we will make that clear and will explain what we intend to do with it.

    2.2 People who use the Aculab Cloud console and licensing portal

    We collect data from you when you set up an account on Aculab Cloud, such as your name, company, address, email address, and billing information. We use that data to communicate with you about your account or the health of the services and to bill you for using the services. Full details of the data we collect for the Aculab Cloud service can be found in section 7.

    For users with accounts on the Aculab licensing portal, we collect information such as name, email address and company. We use that data to communicate with you about your software licences, about new licensing system features, about your account, or the health of the licensing system.

    2.3 People who subscribe to our e-newsletter services

    We use a third-party provider, MailChimp, to deliver various e-newsletters. We gather statistics around email opening and clicks using industry standard technologies including clear gifs to help us monitor and improve our e-newsletters. For more information, please see MailChimp’s privacy notice here.

    2.4 People who email us

    Any email sent to Aculab directly or via a website form, including any attachments, may be monitored and used by us for reasons of security and for monitoring. Email monitoring or blocking software may also be used to prevent malicious intent on the Aculab network. Please be aware that you have a responsibility to ensure that any email you send to us is within the bounds of the law.

    2.5 People who use our LiveChat service

    We use a third-party provider, LiveChat, Inc., to supply and support our LiveChat service, which we use to handle customer enquiries in real time.
    If you use the LiveChat service we will collect your name, email address (optional) and the contents of your LiveChat session. This information will not be shared with any other organisations. You can request a transcript of your LiveChat session if you provide your email address at the start of your session or when prompted at the end. To read more about LiveChat, Inc., you can view their privacy policy here.

    2.6 Job applicants and employees

    When individuals apply to work at Aculab, we will only use the information they supply to us to process their application and to monitor recruitment statistics. Where we want to disclose information to a third party, for example where we want to take up a reference or obtain a ‘disclosure’ from the Criminal Records Bureau we will not do so without informing the individual beforehand, unless the disclosure is required by law. Once a person has taken up employment with Aculab, we will compile a file relating to their employment. The information contained in this will be kept secure and will only be used for purposes directly relevant to that person’s employment. Once their employment with Aculab has ended, we will retain the file in accordance with the requirements of our retention schedule and then delete it.

    3. Customer Relationship Management system (CRM)

    Aculab uses a customer relationship management platform to helps us manage our engagement activities with customers, suppliers and prospective customers.

    3.1 The data we collect on our CRM

    Aculab collects:

    • The name of your organisation including your parent department or organisation, if applicable
    • Your organisation’s type, address, site, website and number of employees
    • Your name, role and contact details, such as email address and phone number
    • Details of meetings, phone calls, emails, agendas, outcomes, actions, minutes and other documents
    • Questions, comments, queries or feedback from engagement activities

    3.2 Why we collect your data

    Aculab collects this data to help us:

    • Track our engagement activity with you and your organisation
    • Ensure our contact details are up to date
    • Develop a comprehensive view of our engagement activity with you and your organisation
    • Avoid duplicating meetings or communications
    • Understand and analyse the type and quality of our engagement activity with you and your organisation so we can improve it
    • Respond to any actions, questions, feedback or queries that you’ve raised with us

    4. How long we keep your data

    Aculab keeps your data for as long as we are engaged with you and your organisation. Aculab regularly reviews the data we hold to ensure that it’s accurate. Once an engagement closes, or when we no longer need that data, we will remove it from our platforms. This applies to data collected from:

    • Visitors to our websites
    • People who use the Aculab Cloud console1 and licensing portal
    • People who subscribe to our e-newsletter service
    • People who email us
    • People who use our LiveChat service
    • People who respond to our polls and surveys
    • Job applicants and current or former employees

    Note 1: Further detail of how long we keep specific data on the Aculab Cloud platform can be found in section 7.

    4.1 CRM platform data

    If your account becomes inactive, the customer data records in our CRM system are kept for no longer than necessary before deletion. Records of payments and invoices may be kept for longer or statutory periods for accounting, tax, and audit purposes.

    If your account on our CRM system is closed, then your data will be erased from the live CRM database and the backup files after seven weeks.

    5. Who your data will be shared with?

    We will only share your data internally with the relevant Aculab teams (sales, marketing, support, finance) so that we can provide you with the best possible service.

    6. Your options to unsubscribe or opt-out

    If you receive marketing emails from us, you can ask us to stop sending you marketing messages at any time by following the unsubscribe links in the footer of the marketing message.

    If you are a user of the Aculab Cloud service or the Aculab licensing system, then our legitimate engagement with you, and use of your data as set out in this privacy policy regarding these services, is necessary to properly provide an effective service.

    If you have an Aculab Cloud user account and no longer agree to the processing of your data as set out in this privacy policy, you can close our account and terminate your Aculab Cloud agreement according to the Aculab Cloud Terms of Service and any contract documents in place between us.

    As an Aculab Cloud user, you are also able to unsubscribe or adjust your preferences for marketing emails via the privacy dashboard on the Cloud console.

    7. Data on the Aculab Cloud platform

    Your use of the Aculab Cloud platform requires us to store both your account data, and data that may include personal information about your end customers such as phone numbers, call and SMS logs, and phone number type (mobile/landline).

    7.1 What data do we store?

    Details of each account created when you sign up for the Aculab Cloud platform are stored. This information includes:

    • Email address
    • Account key
    • Phone number
    • Address (for billing and for registration purposes, in some countries, of purchased numbers)

    When you use the service, we will also store data for the usage:

    • Call data records (CDRs)
    • Application data records (ADRs)
    • SMS messages (MSG)
    • Encrypted media files (if the voice messaging feature is used)

    7.2 Where your data is stored

    Aculab runs its Aculab Cloud service in multiple locations to provide customers with the flexibility to use region-specific servers and keep data within that region.

    We currently run the Aculab Cloud in the following locations:

    • US East (Virginia)
    • US West (California)
    • Europe (Ireland)

    The choice of region is made when you sign up for a cloud account. If you need to run systems in more than one region, a separate account is needed for each.

    Your data will be stored solely in the region that you choose to operate in.

    7.3 Who we share the data with

    In order to run Aculab Cloud and provide you with the best possible service, we will internally share relevant parts of your account data such as phone number and email address with our sales and support teams.

    Data regarding calls and messages being placed/received is also shared with our voice and SMS messaging carrier partners so that we can terminate calls and send/receive messages. Your address data may also be required to be shared with our third-party number provider for legal purposes in certain countries.

    We use a third-party TTS provider and share text information with them to be processed into speech.

    We share billing information with our payment gateway service when a credit card payment is to be processed.

    We have data protection agreements in place with our partners who enable us to provide the Aculab Cloud service in order to provide you the assurance that all possible steps have been taken to keep your data secure when you use Aculab Cloud.

    7.4 How long we store your data

    The Aculab Cloud account data is stored for as long as needed to provide you with our services. For an active account the following timescales apply:

    • CDR, ADR and message data – stored for six months
    • Aculab Cloud logs – stored for up to 28 days
    • Speech recordings – stored for up to 28 days
    • Database backups – stored for 180 days

    7.5 Data storage after account closure/deletion

    Aculab keeps your data for as long as we are engaged with you and your organisation. If your account is closed then we will delete the following account data according to the following timescales. Certain data such as billing records will need to be kept for longer period to meet our statutory/financial/regulatory/tax reporting commitments.

    • Purchase addresses, phone numbers, and media store – deleted immediately
    • Account information, services, consent data – deleted at end of calendar month
    • Trace elements of accounts (in database backup files) – will remain for up to 7 weeks
    • Billing and accounting records – kept for 7 years

    8. Complaints or queries

    Aculab tries to meet the highest standards when collecting and using personal information. For this reason, we take any complaints we receive about this very seriously. We encourage people to bring it to our attention if they think that our collection or use of information is unfair, misleading or inappropriate. We would also welcome any suggestions for improving our procedures.

    9. Access to personal information

    Aculab tries to be as open as it can be in terms of giving people access to their personal information. Individuals can find out if we hold any personal information by making a ‘subject access request’ under the current UK and EU data protection legislation. If we do hold information about you we will:

    • Give you a description of it
    • Tell you why we are holding it
    • Tell you who it could be disclosed to
    • Let you have a copy of the information in an intelligible form

    To make a request to Aculab regarding any personal information we may hold, you should submit your request in writing to the address or email address provided below. If you agree, we will deal with your request informally, for example by providing you with the specific information you need over the telephone or via email. If we do hold information about you, you can ask us to correct any mistakes by, once again, contacting us using the details below.

    10. Changes to this privacy notice

    We keep our privacy notice under regular review. This privacy notice was last updated on 24th May 2018.

    11. How to contact us

    If you want to request information about our privacy policy you can email us at data (at) aculab (dot) com or write to:

    2 Bramley Road
    Milton Keynes
    MK1 1PT
    United Kingdom

  • Cookie Policy

    What are cookies?

    A cookie is a piece of information in the form of a very small text file that is placed on an internet user’s computer. It is generated by a web page server (which is basically the computer that operates the web site) and can be used by that server whenever the user visits the site. A cookie can be thought of as an internet user’s identification card, which tells a web site when the user has returned.

    Cookies can’t harm your computer and we don’t store any personally identifiable information about you on any of our cookies.

    Why do we use cookies on

    Aculab uses two types of cookies: cookies set by Aculab and cookies set by third parties (i.e. other websites or services).

    Aculab’s cookies enable us to keep you signed in to your account throughout your visit and to tailor the information displayed on the site.

    We also use third party cookies to help deliver relevant products and advertising both on and on other websites, to integrate content with social networks, such as Facebook and Google+, and to better understand how the features and functions of the site are used in order that we can improve our service.

    If you would like more information about the cookies we use, as well as details on how to opt-out, please see below.

    What cookies do we use on the domain?

    Below is a list of the main cookies set by, length of time kept and what each is used for:

    Cookie namePurpose
    Livechat (lc_window_state, _livechat_lastvisit, _lc_visitor_id) These cookies are used by the live chat software installed on the site.
    PHPSESSID This is the identifier to your current session in PHP. Fundamental to the sites function.
    session_id Used when someone logged in. Time: 1 hour
    region Set when someone logs in, so remembers which region they’re on. Time: 1 year
    _utma This cookie keeps track of the number of times a visitor has been to the site pertaining to the cookie, when their first visit was, and when their last visit occurred. Google Analytics uses the information from this cookie to calculate things like days and visits to purchase. Time: 2 years
    _utmb & _utmc The B and C cookies work together to calculate how long a visit takes. __utmb takes a timestamp of the exact moment in time when a visitor enters a site, while __utmc takes a timestamp of the exact moment in time when a visitor leaves a site. __utmb expires at the end of the session. __utmc waits 30 minutes, and then it expires.
    _utmt This cookie is set by Google Analytics. According to their documentation it is used to throttle the request rate for the service - limiting the collection of data on high traffic sites. It expires after 10 minutes
    _utmz This cookie keeps track of where the visitor came from, what search engine was used and what link was clicked on when accessing a website. It expires in 6 months. This cookie is how Google Analytics knows to whom and to what source / medium / keyword to assign the credit for a goal conversion or an Ecommerce transaction
    cc_analytics Cookie Control: The cookie tool on this website remembers your privacy settings for the next time you visit the website. The cookie stores preferences for both social media and Google Analytics cookies. Time: 1 year
    cc_analytics Cookie consent. Time: 1 year

    Cookies set by third parties and works with a number of third parties to provide services which help us to keep the website tailored to our users’ needs. Some of these partners use cookies to help them deliver these services. A list of third party cookies can be found below:

    Cookie namePurpose
    Google Analytics Google analytics collects statistical data about how you use The information is used to track the performance of and to help us improve the service we offer to you. To reject or delete these cookies:
    Twitter If you use a ‘Tweet’ link on to share content on twitter, twitter sets a cookie to remember that you’ve already shared this information. To reject or delete these cookies:
    Google + If you use a ‘+1’ link on to share content on Google +, Google sets a cookie to remember that you’ve already shared this information. To reject or delete these cookies:
    Act-On wp41385 Act-On collects statistical data about how you use The information is used to track the performance of and to help us improve the service we offer to you. Automatically sets cookie tracking when site visitors engage through form submissions, click through’s in email messages, and web pages containing the Act-On Beacon Tracker. You can reject or delete these cookies through your browser settings.

    How can I manage my cookies on the domain?

    If you wish to stop accepting cookies, you can do so through the Privacy Settings option in your browser.

    To delete all cookies stored on the domain for your browser, please view the help menu on the menu bar of your browsers. This will tell you how to prevent your browser from accepting new cookies, how to have the browser notify you when you receive a new cookie and how to disable cookies altogether. You can also disable or delete similar data used by browser add-ons, such as Flash cookies, by changing the add-on’s settings or visiting the website of its manufacturer.