Security and data how we look after your data

Sub-processors

The vendors that process personal data for us. The full list with purpose, data and transfer basis has its own page, and we notify you by email at least 30 days before we start using a new one.

Encryption

• In transit: all traffic to the app and the website goes over HTTPS, and browsers are told to always use HTTPS (HSTS).
• At rest: passwords and access keys for connected email accounts, calendars and other connections are encrypted with AES-256-GCM before they are stored.
• At rest: the backup copy that is sent off the server is encrypted with age before it leaves the server.
• User passwords are only stored as a hash (scrypt), never in plain text.
• The database cannot be reached from the internet. Only the app on the same server can connect to it.

Backups

• We back up the database every night and check that the file can be opened. The local copy is kept for 14 days.
• Every night an encrypted copy is sent off the server to Cloudflare R2 in the EU. The key to open it is not stored on the server.
• Encrypted backups, including those off the server, are deleted after 14 days.

Retention and deletion

We delete automatically after fixed periods. The most important:

Enquiries

After the retention period you choose: 6, 12, 24, 36 or 60 months without activity, or no automatic deletion

Call recordings

Only if you have switched recording on. Our copy is deleted automatically after 30 days. The telephony provider's copy is deleted as soon as our copy is confirmed saved, and at the latest after 30 days

Recordings of app usage

30 days. An administrator can switch them off

SMS log

12 months

Error log

30 days

Backups

14 days, including the encrypted copies off the server

After cancellation

Customer data is deleted 60 days after the subscription ends. Administrators are notified 14 and 3 days before

Billing data

5 years, as Danish bookkeeping law requires. The content of calls and enquiries is not included

AI and your data

• We do not train AI models on your data.
• AI replies, sorting, spam filtering and Noa's phone conversations go through OpenRouter. There we only use providers without data retention, which neither store nor train on the data (zero data retention). If no such provider is available, the call is refused instead of being sent elsewhere.
• When Noa makes your knowledge base searchable, the texts are sent to Google's Gemini API (paid tier). Anthropic (Claude) neither stores nor trains on your data (zero data retention agreement). Google's Gemini API does not train on the data, but may keep it for a short period to detect abuse.
• Speech to text (Soniox) and Noa's voice (ElevenLabs) process the audio and text during the call. Both are on the list of sub-processors.
• We log what an AI call cost and how long it took. We never log its content.

Login and two-step verification

• When you sign in with email and password, you also enter a one-time code that we send by email. The code is valid for 10 minutes and is not stored in plain text.
• You can also sign in with a passkey or with Google, Apple or Microsoft. The passkey or that account then handles verification.
• Passwords must be at least 8 characters.

Access control

• Each company's data is kept separate. You only see data from the company you are signed in to.
• There are two roles: Administrators can invite colleagues, manage groups and change the company's settings. Members see and answer enquiries in the categories their groups have access to.
• There is no open sign-up. New users join through an invitation from an administrator or by purchasing Telenoa.
• An administrator can remove a colleague or deactivate the account. A deactivated account cannot sign in.

Logging

• Every enquiry has an activity log: who assigned it, replied, changed its status and wrote notes.
• Company-level changes are written to a log, for example when a user is deactivated, an API key is created or revoked, the retention period is changed or data is exported.
• Errors are logged in our own GlitchTip installation without user, cookies or request content. Email addresses, phone numbers and keys are replaced before the error is stored, and it is deleted after 30 days.

GDPR and data processing agreement

When you use Telenoa, you are the data controller and we are your data processor.

• The data processing agreement is based on the Danish Data Protection Agency's standard contract and applies when you accept the terms. For a signed copy, write to us.
• Administrators can download the company's data as one zip file, for example for an access request or if you leave. Passwords and access keys are never included.