Privacy Policy

Last Updated: 11 January 2025

Introduction

At Svana.ai, operated by ReverbEcho Labs Private Limited ("Svana.ai," "we," "our," or "Company"), we understand the importance of protecting your privacy and securing your business information. This comprehensive Privacy Policy outlines our commitment to safeguarding your data and explains in detail how we collect, process, use, and protect your information when you use our voice AI platform, website, APIs, and related services. Our commitment to privacy extends across all aspects of our operations, from initial data collection to final processing and deletion.

Scope and Applicability

This Privacy Policy governs all interactions with Svana.ai's services, including our voice AI platform, website, mobile applications, APIs, and development tools. It applies to all users, whether they are enterprise customers, individual users, or third-party integrators. We've designed this policy to be comprehensive yet understandable, ensuring transparency in how we handle your data across all our services and platforms.

Information Collection

Our information collection processes are designed to gather only the data necessary to provide and improve our services. When you create an account with Svana.ai, we collect essential business information including your contact details, company information, and authentication credentials. This information helps us establish and maintain your account while ensuring secure access to our platform. During the course of using our services, we process voice recordings, transcripts, and interaction data to deliver our core voice AI functionality.

The platform automatically collects technical information necessary for operation, including device identifiers, network information, and usage patterns. This technical data helps us maintain service quality and improve platform performance. We analyze interaction patterns and system performance metrics to enhance our AI models and provide better service to all users.

Data Processing and Usage

Your information serves as the foundation for delivering our voice AI services. We process your data to execute voice campaigns, manage account authentication, and handle billing operations. Every piece of information we collect has a specific purpose in either direct service delivery or platform improvement. Our AI models learn from aggregated interaction patterns, helping us enhance voice recognition accuracy and optimize conversation flows for better results.

We maintain detailed records of all data processing activities, ensuring compliance with privacy regulations and maintaining transparency in our operations. Our processing activities are designed to respect user privacy while maximizing service efficiency. This includes sophisticated analysis of conversation patterns to improve our AI models while maintaining strict data protection standards.

Security Measures

We implement comprehensive security measures to protect your information throughout its lifecycle in our system. Our security infrastructure includes advanced encryption protocols, secure cloud storage, and regular security audits. We use bank-grade encryption for data transmission and storage, ensuring your information remains protected at all times. Access to user data is strictly controlled through role-based permissions and multi-factor authentication.

Our security team continuously monitors for potential threats and vulnerabilities, implementing updates and patches as needed. We conduct regular penetration testing and security assessments to identify and address potential vulnerabilities before they can be exploited. All employees undergo regular security training to ensure they understand and follow our strict data protection protocols.

Data Sharing and Third Parties

We maintain strict controls over how your information is shared with third parties. Any sharing of data is conducted only when necessary for service delivery or when required by law. Our partnerships with third-party service providers, including cloud infrastructure providers and payment processors, are governed by strict data protection agreements. These agreements ensure that your information receives the same level of protection regardless of where it is processed or stored.

Data Retention and Storage

Our data retention practices balance business needs with privacy considerations and legal requirements. We maintain your information for as long as necessary to provide our services and comply with regulatory obligations. Active account data is stored in secure, encrypted databases with regular backups to ensure service continuity. When you terminate your account or request data deletion, we initiate a comprehensive removal process that ensures complete elimination of your information from our primary systems and backups. This process typically completes within 30 days for primary systems and 90 days for backup systems, ensuring thorough data removal while maintaining system integrity.

International Data Transfers

As a global service provider operating primarily from India, we may transfer your data across international borders to provide our services effectively. These transfers are conducted with appropriate safeguards in place, including standard contractual clauses and data processing agreements. We ensure that any international transfer of your information complies with applicable data protection laws and maintains the same level of security and privacy protection as if the data remained in its origin country. Our data transfer mechanisms are regularly reviewed and updated to reflect changes in international privacy regulations and best practices.

User Rights and Control

We believe in empowering our users with complete control over their information. You have the right to access, correct, or delete any personal information we hold about you. Through our platform's dashboard, you can view and modify your data at any time. If you require assistance or wish to make specific privacy-related requests, our dedicated privacy team is available to help. We process all privacy-related requests promptly, typically responding within 48 hours and completing requests within 30 days. For enterprise customers, we provide additional tools and support for managing user data and privacy preferences at scale.

Compliance Framework

Our privacy practices comply with multiple regulatory frameworks, including Indian Information Technology Act, GDPR principles, and industry-specific regulations. We maintain detailed records of our compliance efforts and regularly update our practices to reflect new regulatory requirements. Our compliance framework includes regular audits, staff training, and documentation of all data processing activities. We particularly focus on telecommunications regulations and consumer protection laws relevant to voice AI services, ensuring our platform meets all legal requirements for automated calling and data processing.

Special Data Processing Considerations

Voice data requires special handling due to its unique nature and potential sensitivity. We employ advanced processing techniques to ensure voice recordings and transcripts are handled securely and ethically. Our AI models are designed to recognize and protect sensitive information within conversations, automatically redacting personal data when necessary. We maintain strict controls over voice data access and processing, with clear protocols for handling sensitive information identified during calls.

Incident Response and Notification

In the unlikely event of a data breach or security incident, we maintain comprehensive response procedures. Our incident response team is available 24/7 to address any security concerns. We will notify affected users and relevant authorities within 72 hours of discovering any incident that might compromise personal data. Our notification process includes detailed information about the incident, potential impacts, and steps taken to mitigate risks. We maintain transparent communication throughout any security incident, providing regular updates and support to affected users.

Changes to Privacy Practices

Our privacy practices evolve with technology and regulatory requirements. When we update this policy, we provide clear notice through our platform and via email for significant changes. Updates become effective 30 days after notification, giving users time to review changes and make informed decisions about their data. For enterprise customers, we provide additional notice and consultation periods for major privacy policy changes that might affect their operations.

Contact and Support

Our dedicated privacy team is available to address any questions or concerns about our privacy practices. You can reach us through multiple channels:

ReverbEcho Labs Private Limited

4t h Floor, Minarch Towers, Gurgaon, Haryana, 122003

Office Email: teams@svana.ai

Data Protection Officer: [Name]

General Support: support@svana.ai

Office Hours: Monday to Friday, 9:00 AM to 6:00 PM IST

Governing Law and Jurisdiction

This Privacy Policy is governed by the laws of India. Any disputes relating to privacy matters shall be subject to the exclusive jurisdiction of courts in Gurugram, India. For international users, additional rights and protections may apply based on local privacy laws, which we honor and respect in our global operations.