Privacy Policy
The short version. If you run Call2KOT on your own server, your customers' data never leaves it. We cannot see it, and neither can anyone else. This page explains that in full.
1 · Who this covers
Call2KOT is sold to restaurants and hotels. Two groups of people appear in this policy, and they are treated differently:
- Our customers — the restaurant or hotel that licenses the software, and the staff who use it.
- Their customers — the people who ring the restaurant. We have no direct relationship with them. The restaurant is the data controller; we are, at most, a processor.
2 · Where data actually lives
This is the part that matters most, and it depends on how you deploy.
| Deployment | Where caller data sits | What we can see |
|---|---|---|
| On your own server (the default for hotels) | Entirely on your machine, in your premises or your cloud account | Nothing. We have no access. |
| Hosted by us | A UAE region, on infrastructure we operate | Only what support requires, and every access is logged in your own audit page |
In the on-premise case, the only thing that ever leaves your server is a daily licence check and a periodic count of orders. Neither contains an order, a customer, a phone number, an address or a transcript. This is enforced in code and verified by automated tests, not merely promised.
3 · What is collected about callers
When somebody rings a restaurant using Call2KOT, the system records:
- The phone number they called from
- What they ordered, and the price
- A delivery address, if they gave one
- The language they spoke
- A text transcript of the conversation
A customer record builds itself from these orders, so a returning caller is recognised. Nobody types this in, and nobody buys it from anywhere.
Call audio
Call recording is off by default. It can only be switched on if the restaurant enables it and AI disclosure is on — if callers are not told they are speaking to an AI, the system refuses to record them. Where recording is on: the greeting must say so, only calls whose order a member of staff approved are kept, phone numbers are stored as a one-way hash rather than a number, and everything is deleted after the retention period the restaurant chose.
4 · AI processing
Understanding a caller requires sending what they said to a language model and a speech recognition service. In the default configuration those are Anthropic (Claude), Deepgram and Microsoft Azure. They process the text or audio to return a result and, under their business terms, do not train models on it.
If that is unacceptable for your data policy, Call2KOT can run against a local model instead. Ask us.
5 · How long things are kept
The restaurant sets its own retention period, and the default is 90 days. Where we hold data on their behalf we honour whichever period is shorter — ours or theirs. A customer who set seven days does not silently get thirty.
6 · Who can see what
- Restaurant staff see only their own outlet. This is enforced at the query layer, not by a screen that hides things.
- One outlet can never see another's orders or customers.
- If our support staff need to look at a tenant's data, that access is recorded, and it appears in the restaurant's own audit page, not just ours.
7 · Your rights
If you are a caller and want to know what a restaurant holds about you, ask the restaurant. They control it, and they can export or delete it from within the system. If they need help doing so, we will help them.
If you are a customer of ours, you can export or delete your data at any time, and we will assist with anything the interface does not cover.
8 · Security
Passwords are hashed with bcrypt. Stored credentials are encrypted at rest with AES-256-GCM. Sessions expire, and can be revoked everywhere at once. Every change is written to an audit trail with who made it. The system has been through four security audits; the reports are available on request.
9 · Changes
If we change anything material here, customers are told by email before it takes effect.
10 · Contact
Questions about this policy, or a data request: privacy@call2kot.com