Privacy Notice
How ArmourTel handles personal information, including the recording, transcription and analysis of calls.
This notice explains what personal information we hold, why we hold it, who we share it with, and what rights you have. It covers our website and our services, including call recording, voicemail and AI transcription.
1. Who we are
Jamie Armour, trading as ArmourTel, of 20 Thurlow Gardens, HA0 2AQ, is the data controller for the personal information described in this notice, except where section 2 says otherwise.
Contact us at admin@armour.tel with any question about this notice or your information.
2. Our two roles, and which one applies to you
We handle personal information in two different capacities, and it is worth being clear which applies to you.
As a controller — our own business
When you visit our website, send us an enquiry, open an account or buy from us, we decide how that information is used. This notice governs it in full.
As a processor — cloud phone services for business customers
Where we provide cloud phone services to a business, the recordings, transcripts and voicemails belong to that business. They decide why calls are recorded and how transcripts are used, and they are the data controller. We process that information only on their written instructions. If you are an employee, customer or caller of one of those businesses and you want to exercise a right over a recording or transcript, please contact that business. They are responsible for answering you, and we will assist them.
If you are a business customer reading this, the terms on which we process data for you are set out in our data processing agreement, which forms part of your contract with us.
3. What we collect
- From our website: your name, email address, telephone number and message when you use our contact form; and technical information such as IP address, device and browser type, and the pages you visit.
- Account and billing: your name, business name, billing and service addresses, email address, telephone number, payment details, and records of what you have bought from us.
- Service and support: correspondence with us, support tickets, and configuration information about the services you use.
- Call recordings, voicemails and transcripts: see section 4.
4. Call recording, voicemail and AI transcription
This section explains the processing that most people want to know about.
What is recorded
Where call recording is enabled on an account, calls to and from that account's numbers are recorded. Voicemail messages are stored. Where transcription is enabled, both are converted to text, and recorded calls may be analysed automatically for keywords, sentiment and similar signals.
Who decides
These settings are chosen by the business that holds the account, not by us. That business is the controller of the recordings, voicemails and transcripts, and it is responsible for telling its staff and callers that recording and transcription are in use — including any announcement played at the start of a call.
How the AI works
Transcription and analysis run on infrastructure operated by our telephony provider on their own servers. Recordings and transcripts are not sent to any external AI service. No automated decisions are made about you: the analysis is used to produce a searchable text record and to surface signals for the account holder to read. It does not determine whether you receive a service or on what terms.
Who can see it
The account holder and the users they authorise. Our own staff can access recordings and transcripts only where it is necessary to provide support, investigate a fault, or meet a legal obligation, and such access is logged.
How long we keep it
Recordings and transcripts are retained according to the account holder's settings, and deleted when the account is closed or the retention period ends. Our default retention is 1 month for recordings and 1 month for transcripts. (Recordings and transcripts are separate copies of the same conversation and are deleted separately.)
Your rights over recordings
Because the account holder is the controller, please contact them first. Where you contact us directly we will pass your request on and assist them in responding.
5. Why we use it, and our lawful basis
| Purpose | Lawful basis |
|---|---|
| Responding to your enquiry | Legitimate interests, or steps towards a contract |
| Providing the services you have bought, and billing for them | Performance of a contract |
| Keeping accounting and tax records | Legal obligation |
| Providing support, and investigating faults and complaints | Performance of a contract, and legitimate interests |
| Preventing fraud, misuse and unauthorised calls | Legitimate interests |
| Recording, transcribing and analysing calls on a business customer's instructions | Performance of our contract with that business, as its processor |
| Sending you service messages and, where permitted, offers | Legitimate interests, or consent where required |
We do not use recordings or transcripts for our own marketing, and we do not use them to train AI models.
6. Who we share it with
- Service providers acting on our instructions, including our telephony provider, who operate the platform and the AI transcription on their own UK servers. Others include our IT and hosting providers, our payment processor, our accountants and, where necessary, our professional advisers.
- Business customers, where we process recordings and transcripts for them.
- Authorities, where we are required by law, or where it is necessary to establish, exercise or defend a legal claim.
We do not sell personal information.
A current list of sub-processors is available on request from admin@armour.tel.
7. International transfers
Our own systems and our providers are located in the UK. Where any provider processes information outside the UK, we put appropriate safeguards in place. You can ask us for details at admin@armour.tel.
8. How long we keep it
- Enquiries that do not become customers: 3 months
- Customer account and billing records: the life of the account, then 6 years for tax and accounting
- Call recordings and transcripts: default 1 month, but set by the account holder
- Support correspondence: 2 years
- Website analytics: 3 months
9. Your rights
You have the right to be informed, to access your information, to have inaccurate information corrected, to have it erased, to restrict or object to our processing, to data portability, and to withdraw consent at any time where consent is our basis. To exercise any of these, contact admin@armour.tel. We will respond within one month.
Where a business customer is the controller of a recording or transcript, we will pass your request to them and assist them in answering it.
If you are unhappy with how we have handled your information, you can complain to the Information Commissioner's Office at ico.org.uk, or on 0303 123 1113.
10. Security
We use encryption in transit, access controls, and logging of access to recordings and transcripts. Access by our staff is limited to those who need it to provide support or meet a legal obligation.
11. Cookies
Our website uses cookies that are necessary for it to work, and analytics cookies to understand how the site is used. You can block or delete cookies in your browser settings; blocking essential cookies may stop parts of the site working.
12. Changes
We may update this notice. The version published here applies.