Privacy Policy
This policy explains what personal data Flex Corporate Services Ltd collects through the Flex Contact Center platform and this website, why we collect it, how long we keep it, and what rights you have over it. It covers both people who visit this site and people whose data is processed when our customers use the platform.
1. Who we are
Flex Corporate Services Ltd, of Dar es Salaam, Tanzania, operates the Flex Contact Center platform and this website. For questions about this policy, or to exercise any right described in it, contact us at privacy@flexafrica.com.
Where you are a customer of one of our clients — for example, where you called a contact centre that runs on our platform — that client is the data controller and we act as their data processor. Requests about your data in that situation are handled by the client, and we support them in answering you.
2. Data we collect
From website visitors. When you submit the demo or sign-up form we collect your name, work email address, company name, job title, phone number, team size, deployment interest and the areas you tell us you are interested in. We collect this because you chose to send it to us in order to be contacted.
From platform users. For each account on a workspace we hold a name, email address, telephone extension, role and authentication credentials. Passwords are stored as one-way hashes and cannot be read by us.
From interactions handled on the platform. Operating a contact centre necessarily means processing the conversations it handles. Depending on the configuration our customer chooses, this includes call detail records (numbers, times, durations, outcomes), call recordings and their transcripts where enabled, chat, email, WhatsApp and social message content, ticket records, survey responses and agent activity data.
Technical data. Server logs record IP addresses, browser type and the pages requested, which we use to keep the service running and to investigate faults and abuse.
3. Why we use it
We use website enquiry data solely to respond to your enquiry and, where you have asked to be contacted about the product, to follow up on it. We do not sell it and we do not pass it to third parties for their own marketing.
We use platform data to provide the service our customer has contracted for: routing interactions, authenticating users, producing the reports and dashboards the customer relies on, billing for usage, and investigating faults and security incidents.
Our lawful bases are the performance of a contract with you or our customer, our legitimate interest in operating and securing the service and in responding to business enquiries, and consent where you have given it — for example by ticking the consent box on a form.
4. Call recording
The platform can record calls. Whether recording is switched on, which queues and campaigns it applies to, and how long recordings are kept are decisions made by the customer operating the contact centre, not by us.
If you are a customer operating a contact centre on our platform, you are responsible for notifying callers that the call may be recorded and for obtaining any consent the law in your jurisdiction requires. The platform provides announcements and per-queue recording controls to help you do this, and supports pausing recording during payment capture so that card details are not written to disk.
5. Sharing
We share personal data with infrastructure and communications providers who host the platform or carry its traffic, strictly to the extent needed to deliver the service — for example, a SIP carrier necessarily sees the numbers involved in a call it connects.
We disclose data where we are legally required to, and where it is necessary to establish, exercise or defend a legal claim.
We do not sell personal data.
6. Where data is held
Where a customer runs the platform on their own servers, their data stays on their infrastructure and we do not hold it at all.
Where we host the platform, data is held on infrastructure we operate or rent, and may be processed outside the country in which it was collected. Where that involves a transfer out of your jurisdiction, we rely on appropriate safeguards for that transfer.
A customer with data residency obligations should discuss them with us before deployment. The on-premise and hybrid models exist precisely so that voice traffic, recordings and records need never leave the customer's own network.
7. How long we keep it
Website enquiry data is kept for as long as needed to deal with the enquiry and any resulting relationship, and is deleted when it is no longer needed for that purpose.
Platform data is kept for the retention period the customer configures. When a customer's agreement ends, their data is deleted or returned according to that agreement.
Backups are kept on a rolling schedule, so deleted data may persist in a backup for a limited period after deletion from the live system before being overwritten.
8. Your rights
Subject to the law that applies to you, you may ask for a copy of the personal data we hold about you, ask us to correct it if it is wrong, ask us to delete it, object to or ask us to restrict how we use it, and ask for it in a portable format.
Where we hold your data as a processor on behalf of one of our customers, we will pass your request to that customer and support them in responding.
To make a request, contact privacy@flexafrica.com. You also have the right to complain to the data protection authority in your jurisdiction.
9. Security
We protect data with access controls, encryption of traffic in transit, tenant isolation between workspaces, session controls, brute-force protection on authentication, and logging of configuration and access events.
No system is perfectly secure. If a breach occurs that is likely to affect your rights, we will notify the affected customers and, where the law requires it, the relevant authority.
10. Cookies
This website uses cookies that are necessary for it to work, including a session cookie and a cookie that remembers your chosen language. We do not use advertising cookies or third-party tracking on this site.
11. Changes
We may update this policy. The effective date at the top of this page tells you which version applies. Where a change materially affects how we handle your data, we will take reasonable steps to tell you.
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