Data Processing Terms
These terms form part of our AI Assistant Terms. They cover the personal data in the chats and calls your AI assistant handles. For that data you are the controller and Altrensa Limited (company number 17512604) is your processor, as described in Article 28 of the UK GDPR.
1. Processing details
| Item | Detail |
|---|---|
| Subject matter | Running your AI chat and phone assistant |
| Duration | While your service runs, plus up to 60 days for export and deletion |
| Nature and purpose | Answering website chats and phone calls for you, transcribing and summarising them, sending booking-link texts to callers and call summaries to you |
| Types of personal data | Names, phone numbers, email addresses, messages, booking details, chat transcripts, call transcripts and summaries, and anything else a caller or visitor chooses to share |
| Data subjects | Your customers, callers and website visitors |
| Special category data | Not requested. Callers to clinics may still mention health details (see section 6 of the AI Assistant Terms) |
2. What we do
We will:
- process your personal data only on your documented instructions, which are the AI Assistant Terms, your plan and the set-up we agree with you, unless the law requires otherwise, in which case we tell you first where we can;
- make sure anyone who can access the data is bound by confidentiality;
- keep the data secure, including encryption in transit, access limited to the people who run your assistant, and two-factor sign-in on our supplier accounts;
- tell you without undue delay, and in any event within 48 hours, after becoming aware of a personal data breach affecting your data;
- help you respond to requests from people exercising their data rights, and with your security, breach and impact assessment duties;
- delete or return your data when the service ends, as set out in clause 7.4 of the AI Assistant Terms;
- give you the information you need to show these terms are being met, and allow a reasonable audit on 30 days' notice, no more than once a year unless there has been a breach.
3. Sub-processors
You give us general permission to use the sub-processors below. Each one is bound by data protection terms that protect your data at least as well as these.
| Sub-processor | What it does | Where data may be processed |
|---|---|---|
| Anthropic | AI model that writes chat answers | United States |
| Cloudflare | Hosts the chat assistant and stores chat transcripts | Global network |
| Retell AI | Runs the phone assistant, including speech recognition, voice and call summaries, using its own approved providers | United States |
| Twilio | Phone numbers, call routing and texts | United States |
| Make (Celonis) | Sends call summaries by email | European Union |
| Microsoft 365 | Our email, which receives and sends call summaries | UK and European Union |
We will tell you by email at least 30 days before we add or replace a sub-processor. If you object on reasonable data protection grounds, you can end your service before the change applies, without a notice period.
4. Transfers outside the UK
Where a sub-processor processes personal data outside the UK, the transfer is covered by UK adequacy regulations, including the UK Extension to the EU-US Data Privacy Framework where the supplier is certified, or by the ICO's International Data Transfer Agreement or UK Addendum in that supplier's data processing terms.
5. Your part
You make sure you have a lawful basis for the data your assistant handles, and a special category condition where callers share health details. You tell callers and visitors about the assistant in your own privacy notice. Your instructions to us must be lawful.
6. Contact
Questions about your data, or a request from someone exercising their rights: email hello@altrensa.co.uk.
altrensa
People, processes and tools that help your business move forward.
ALTRENSA LIMITED · Company number 17512604 · Registered in England and Wales
Registered office: 20 Felsham Close, Farnworth, Bolton, BL4 7ES, England