Your information.
Clearly explained.

01Who we are

WeltelSoftphone is a business communication application provided by Weltel for authorised users and supported customer deployments. This policy explains what information the app may process, how it is used, and how to contact us regarding privacy or support.

info@weltel.co.za · www.weltel.co.za

02Information the app may process

The information processed depends on how the app is used and which permissions are granted.

Account and configuration information

Information needed to configure and operate SIP calling, including:

• SIP username or extension.
• SIP server or domain details.
• Related account configuration needed for registration and calling.

Contact information

If contact permission is granted, device contacts may be accessed for contact search, caller identification, quick dial and messaging assistance.

Call-related information

• Call history within the app.
• Registration and call-status information.
• Call-recording references where recording features are used.
• Technical event logs related to calling functions.

Diagnostics and support information

When a user chooses to export a support package, it may include app diagnostic logs, technical support information and device-level app information relevant to troubleshooting.

03How information is used

Information is used for legitimate app functions, including:

• SIP registration and VoIP calling.
• Inbound and outbound call handling.
• Contact lookup and caller assistance.
• Call history and related in-app communication records.
• Call-recording features where enabled.
• Diagnostics, troubleshooting and support.

The Windows and Ainsley functions are explained in section 11.

04Data sharing

Weltel does not sell personal data. App information is used for service delivery, support, troubleshooting and authorised business communication functions.

Information may be shared where reasonably necessary to deliver authorised services, provide support, resolve technical issues or comply with legal obligations. Connected services used by the Windows service are described in section 11.

05Security

Weltel uses reasonable technical and organisational measures to protect app-related data and configuration information. No system can guarantee absolute security in all circumstances.

06User choices and control

Users may choose whether to grant permissions such as contact access, subject to Android’s permission controls and the effect on app functionality. Users may also choose whether to export a support package for troubleshooting.

Windows users can request staff assistance, ask for automated handling to stop or submit a privacy request as described below.

07Data retention

Information is retained only for as long as reasonably necessary for app operation, troubleshooting, support, legal compliance and legitimate business purposes.

Messages, tickets, attachments and technical records may have different retention periods in connected systems. Contact Weltel for the arrangements applicable to a particular deployment.

08Children

WeltelSoftphone is a business communication app and is not intended for children.

09Changes to this policy

This policy may be updated from time to time. The latest version will be available at this published policy address.

10Contact us

For privacy questions or support, contact Weltel at info@weltel.co.za. You can also visit www.weltel.co.za.

11Windows service & Ainsley

This section explains the Windows service and the Ainsley features being developed for it. It applies when those features are enabled in a customer deployment.

Information and purposes

Depending on the enabled integrations, the Windows service may process:

• Business-account identifiers, customer names, phone numbers and email addresses.
• Incoming and outgoing messages.
• Relevant call audio or transcripts where calling and AI features are enabled.
• Documents, attachments and ticket details.
• Delivery-status events, technical records and assistant-activity records.

This information supports customer enquiries, requested documents, service tickets, email communication, follow-up and troubleshooting.

The customer messaging workflow is designed to respond to customer-initiated sales or support enquiries, request an email address and continue relevant communication by email. Authorised staff can review the conversation and take over from Ainsley. AI-generated replies may contain errors and should be reviewed where appropriate.

Connected services and storage

• Meta: WhatsApp messages and delivery events are handled through the WhatsApp Business Platform where enabled.
• OpenAI: Relevant enquiry content may be processed to generate assistant responses.
• Zammad: Ticket information may be stored in the configured service desk.
• Email: Messages are handled through the configured mail provider.

Information may also be stored on the Windows PC and in connected service systems. It should not be assumed that all information stays on the PC.

Only information needed for enabled service functions should be provided. Do not include passwords, payment-card details or other unnecessary sensitive information in enquiries or attachments.

Connected providers may process information in other countries. Processing locations, access arrangements and retention requirements depend on the configured services and applicable agreements. These can be queried through Weltel before deployment.

Business deployments and access

When a business uses the service to handle its customers’ enquiries, that business determines the purposes of its customer communications and who is authorised to access them. Weltel provides the configured communication and support service.

Privacy requests about that business’s records may need to be handled with the relevant business and connected service provider.

Retention and choices

The retention principles in section 7 also apply to the Windows service. Removing the app or disconnecting a Meta integration does not by itself erase existing service-desk, email or other retained records.

Contact Weltel for the arrangements applicable to a particular deployment. You can request staff assistance, ask for automated handling to stop or submit a privacy request using the instructions below.

12Access, correction & data deletion

You can request access to, correction of or deletion of information held through WeltelSoftphone or Ainsley.

1. Identify the service and record.
   Include the phone number or email address used with the service, the business you contacted and enough information to identify the relevant conversation or ticket.
2. Tell us what you need.
   Specify whether you are requesting access, correction or deletion. Do not send passwords, access tokens or identity documents with the initial request.
3. Verification and outcome.
   Weltel may request proportionate verification before disclosing or deleting personal information. Ask for confirmation of the outcome and any records that must be retained.

Where a customer business controls the relevant records, the request will need to be handled with that business. Deletion is subject to applicable legal obligations and any lawful need to retain specific records.

For South African privacy rights and complaint information, visit the Information Regulator.