1. Overview
Viapoie is a voice-first incident response service for engineering teams. This policy explains what personal information we handle when you visit viapoie.com, create or use an account, participate in an incident call, or contact us.
Viapoie is operated by Harjobandeep Singh, an individual based in India, operating under the name “Viapoie”. We are not an incorporated company at this time. For all privacy, support, and legal enquiries, contact team@viapoie.com.
2. Our role
For account administration, website operation, and our business communications, we determine the purposes and means of processing personal information and act as the controller.
For personal information inside customer incident data, responder rosters, connected monitoring tools, and call content that we handle on an organization's instructions, we act as a processor. The customer organization decides why that information is submitted, which responders are enrolled, and which features are enabled.
3. Information we collect
What we collect depends on the features you use. Not every category applies to every visitor.
- Account information — name, work email, organization, and workspace membership (from you or your sign-in provider).
- Responder information — phone number, language preference, service assignments, and escalation role.
- Authentication information — identity-provider identifiers, session cookies, and sign-in events.
- Operational information — alerts, service names, metrics, logs, and deployment details pulled from the monitoring tools you connect.
- Voice interaction information — call audio processed during conversations, transcripts, spoken instructions, and the responses we generate.
- Call metadata — calling and called numbers, timestamps, duration, and provider delivery status.
- Audit information — responder assignment, interpreted intent, permission decisions, runbook version, target, execution result, and recovery observations.
- Billing information (paid plans only) — billing contact, company details, subscription status, and payment identifiers from our payment processor.
- Website and technical information — IP address, browser and operating-system details, request logs, and cookie identifiers.
Operational data you connect can contain personal information about people who do not have Viapoie accounts. Configure integrations to send only what is needed for incident response, and avoid submitting unrelated personal information, passwords, or secrets.
4. How we use information
- Establish accounts, workspaces, memberships, and responder assignments.
- Receive alerts, gather evidence, and explain incidents to the responder on rotation.
- Place incident calls and process conversations in supported languages.
- Interpret requests, apply configured permissions, execute permitted runbooks, and verify recovery.
- Maintain incident timelines, action records, and security audit information.
- Provide support, investigate faults, and measure service reliability.
- Protect the service and comply with applicable legal obligations.
- Send operational messages. We send marketing only with your permission and you can opt out at any time.
We do not use the content of your customer incidents or call recordings to train general-purpose AI models.
5. Incident calls and recordings
If your organization adds you to the responder roster and registers your phone number, Viapoie will place calls to that number when an incident fires. During the call, your speech must be processed to recognize what you say, generate a response, and understand your instructions.
Call recordings are off by default in the pilot phase. Transcripts and call metadata are retained to support audit, policy enforcement, and recovery verification. Where your organization enables recordings, the retention period follows the customer agreement and this policy.
The initial service does not use biometric voiceprints to identify speakers. We rely on your organization's control over which numbers are registered and which actions each responder can authorize.
Avoid discussing unrelated sensitive information or disclosing credentials during a call. Call content can reveal names, technical identifiers, and background speech.
6. AI and voice providers
Viapoie uses Bolna as the voice agent platform. Depending on configuration, information may also be processed by telephony providers, speech recognition, speech generation, and language-model providers used by Bolna or directly by Viapoie. Relevant information can include phone numbers, live audio, transcript text, incident context, and generated responses.
We do not grant providers rights to use your incident content to train their own models beyond what their service requires to process a single request. A current subprocessor list is available on request at team@viapoie.com.
9. Retention and deletion
We retain personal information only as long as needed for its purpose, your organization's instructions, and applicable legal requirements. Default pilot-phase retention periods:
- Account and responder information — while the account is active, plus 30 days after closure.
- Incident evidence and transcripts — 30 days by default.
- Call recordings — off by default. Where enabled, 7 days unless the customer sets another period.
- Security and action audit logs — 90 days.
- Billing records — retained for the period required by Indian tax and accounting law.
- Backups — rolling 7-day cycle for disaster recovery.
Removing a responder stops future call assignment but does not erase historical incident records. Disconnecting an integration does not by itself delete information already received. To request deletion of personal information outside the default schedule, contact team@viapoie.com.
10. International transfers
Viapoie is operated from India. Service providers we rely on may process information in other countries, including the United States and the European Union. Where applicable law restricts international transfers, we rely on the standard mechanisms available under that law and on the contractual safeguards offered by our providers.
Do not interpret the operator's country as a promise that call audio, AI processing, logs, or backups all remain in India. For information about where a specific provider processes data, contact team@viapoie.com.
11. Security
We apply safeguards appropriate to the information and risks involved. These include transport encryption, storage encryption at rest through our managed database and object storage providers, membership checks on every request, credential protection via a dedicated secrets manager, and restricted provider access through short-lived credentials.
We do not currently hold a formal security certification (SOC 2, ISO 27001). We will update this section when a certification is in progress or complete.
No online service can eliminate all security risk. Where an incident requires notice under applicable law or contract, the relevant notification obligations apply.
12. Your rights
Depending on where you live, you may have the right to access, correct, delete, restrict, or object to the processing of your personal information, to receive a portable copy, to withdraw consent, and to appeal a privacy decision. Exceptions and identity-verification requirements may apply.
To exercise a right, email team@viapoie.com. We may ask for information to verify your identity. Do not send passwords. We handle requests within the deadlines applicable law requires and explain any lawful refusal or extension.
For information controlled by a customer organization in its workspace, contact that organization first where practical. If you contact us, we will handle the request according to our role and assist the customer where appropriate.
You can complain to your local data protection regulator if you believe your rights are not being respected.
13. Children
Viapoie is a business service and is not directed to children. If you believe a child has provided personal information through the service, contact team@viapoie.com so we can address it under applicable law.
14. Changes and contact
We may update this policy to reflect changes to the service or applicable law. We will revise the effective date and provide additional notice where required. A new policy does not retroactively authorize unrelated processing that requires separate consent.
Operator: Harjobandeep Singh, an individual based in India, operating under the name “Viapoie”.
Contact: team@viapoie.com
Country: India