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English Português Español | Support: +55 11 4118-6267 Sales: +55 11 4118-6267 English Português Español Support: +55 11 4118-6267 Sales: +55 11 4118-6267 Menu Login Signup Menu Login SignUp Privacy Policy 1. Who we are Corporate name: Nvoip Plataforma de Comunicação Ltda CNPJ: 30.910.196/0001-12 Address: Av. Barão do Rio Branco 5129, rooms 201 and 202, CEP 36026-500, Juiz de Fora – MG Our website address is: https://www.nvoip.com.br This Policy explains how we collect, use, share and protect personal data and how you can exercise your rights. Our privacy policy is applicable to website visitors, leads, Customers and end users treated via CPaaS (Voice, WhatsApp, Chat, Social Networks), according to the role of Nvoip (controller or operator) indicated below. The policy extends to the site’s subdomains. 2. Scope and roles (controller and operator) Controller: for account and relationship data (registration, billing, support, regulatory compliance, dashboard access logs, usage metrics) and visitor data of the website. Operator (processor): when we process data under customer instructions (e.g.: content and metadata of calls/WhatsApp, contacts served in chat, recordings, transcripts, metrics per queue/agent), including necessary sub-operators. (Based on the ANPD Agent and Officer Guide.) 3. Data we collect 3.1 Registration/account data: name, email, company, CNPJ/CPF, address, telephone, position, access credentials, internal IDs. 3.2 Billing and tax data: payment methods, billing/note history, audit trails. 3.3 Technical and platform usage data: IP, device/UA, access and event logs, configurations, integrations, tokens (masked), operational metrics. 3.4 Telecommunications data and messages (when operator): call metadata (CDR), queues, agents, recordings (if activated by the customer), WhatsApp messages (metadata and content when applicable to the contracted service), attachments sent by the customer/holder. 3.5 Support/service: tickets, recordings and support chats. 3.6 Cookies and similar technologies: strictly necessary, functional, performance/analytics and advertising (when enabled). See Section 8 (Cookies). 3.7. Advertising measurement data: where valid permission exists, we may process advertising and click identifiers, traffic source and campaign, pages visited and technical browser or device information, technical event identifier, event date and type and, for eligible purchases, value and currency. Data that can be linked to an individual is not anonymous merely because it uses technical identifiers. This measurement does not include call content, recordings, transcripts, messages, CRM contacts or end-customer data processed by our customers. 4. Purposes and legal bases (a) Contract execution and preliminary procedures (onboarding, support, SLA, functionality delivery); (b) Compliance with legal/regulatory obligation (e.g. Anatel requirements, tax and security obligations); (c) Legitimate interest (continuous improvement, fraud/abuse prevention, security, product analytics – with balancing and impact tests on the owner); (d) Consent, when necessary (e.g. marketing communications, non-essential cookies). Measurement of our own campaigns: the purpose is to measure the source of visits, completed registrations and paid subscriptions or purchases, attribute results to Nvoip campaigns and assess their effectiveness. This is an optional advertising purpose, separate from contract performance, subject to the specific choice described in section 8. 5. Sharing with third parties (operators/sub-operators) Data Sharing. Personal data may be shared strictly when necessary, observed: Service providers contracted to enable the execution of the contract and technical operation (e.g. hosting, message delivery, anti-fraud, support), under instructions from Nvoip and with security and confidentiality measures; Public authorities and regulatory bodies, when there is a legal/regulatory obligation or valid requests; Strategic partners upon consent of the holder, when applicable (e.g. marketing communications). Nvoip does not sell personal data. In international transfers, we apply safeguards provided for in arts. 33 to 36 of the LGPD (contractual clauses, standards, suitability assessment), with transparency to the holder. Recipients and responsibilities: the centralized list of providers and recipients, purposes and information about processing locations is available in our Security and Privacy Center (in Portuguese). Each third party’s role depends on the service and processing activity: advertising providers should not be presumed to be processors in every case. The list supplements this Policy without expanding the purposes or replacing the applicable permission. 6. International transfers When there is a transfer outside Brazil, we will adopt authorized mechanisms by the LGPD, as specific contractual clauses, and we will ensure adequate level of protection and transparency to the holder. 7. Information security We apply technical and organizational measures proportional to the risk: encryption in transit, access controls, segregation of environments, event recording, monitoring, vulnerability management, backups and periodic tests. (Without prejudice to applicable sectoral obligations.) 8. Cookies and tracking preferences 8.1. Cookies and choices: strictly necessary cookies enable the website and the recording of preferences. Optional categories, where available, remain disabled until the corresponding choice is made. The notice and preference center allow you to accept, reject or configure advertising measurement; essential cookies do not authorize this measurement. 8.2. Advertising measurement: the measurement described in sections 3.7 and 4 may use cookies, pixels and browser tools or server-to-server communications. Nvoip acts as controller for measurement of its own campaigns. Recipients and purposes are identified in the Security and Privacy Center (in Portuguese). Customer content processed through the platform is not used for this purpose. 8.3. Website and your own Dashboard: where the notice expressly covers both the website and Dashboard, a valid advertising measurement choice made on the website may be linked automatically to the same individual’s registration or authenticated access, without a separate confirmation for each advertising network or additional registration or purchase checkboxes. The choice does not extend to other individuals. A later preference explicitly set in the Dashboard must be respected. 8.4. Records and validity: the choice is recorded with purpose, scope, notice version and date. Its reuse between website and Dashboard has an operational validity of up to 30 (thirty) days, without renewal through browsing or access alone. Older website-only permissions, registration alone, general acceptance of terms or essential cookies will not be converted into advertising permission for the Dashboard. Permission will not apply retroactively to events preceding the applicable choice. 8.5. Refusal and withdrawal: you may refuse, change or withdraw your choice free of charge in the website cookie preferences and Dashboard privacy preferences, without preventing registration, access, purchase or use of services. The current preference is checked before new collection or transmission that relies on this permission; refusal, withdrawal or expiry stops that processing. Withdrawal does not automatically erase events already received by third parties, without prejudice to applicable rights and erasure requests. 8.6. Enabling the new scope: reuse between website and Dashboard may only be used once consistent notices and corresponding controls are available in both environments. Until enabled, the scope actually presented when the individual made their choice remains applicable. Updating this Policy alone does not create or expand existing permissions. 9. Data Retention and Disposal 9.1. General principles. Nvoip keeps data for as long as necessary to fulfill the purposes informed to the holder and/or the legal and regulatory obligations applicable, observing the principles of necessity and minimization. At the end of the deadlines, Nvoip prioritizes irreversible anonymization of data; when legally required or technically applicable without affecting legal/regulatory obligations, it may carry out elimination. (LGPD, arts. 15 and 16). In telecommunications services with numbering resources, Anatel requires the storage of certain records for specific minimum periods; Nvoip complies with these sectoral rules. 9.2. Rules by data category. Without prejudice to longer legal/regulatory deadlines, the following guidelines apply, where appropriate: Account registration, user profiles and settings on the Dashboard: maintained during the term of the contract and for 6 (six) months after its closure. Accounts without movement for 6 (six) months are closed automatically; any new movement reactivates the account and restarts the count. After the deadlines, the data is anonymized (by default), unless there is a legal/regulatory obligation that imposes additional conservation. Application access logs (panel/portal): maintained by minimum term of 6 (six) months, according to the Civil Rights Framework for the Internet, and may be maintained for an additional period as long as necessary for the security, fraud prevention and defense of rights during the contractual term; in the end, anonymized or deleted. CDR/Ticketing and call metadata (services that allow telephone traffic): maintained by 5 (five) years (Res. Anatel nº 738/2020, art. 65-J, I). Call recordings (URA/attendance): 36 (thirty-six) months or 5 (five) years, depending on the plan purchased. The recordings are maintained only as long as the contract remains active; after canceling the service, the recordings are excluded within 6 (six) months. Billing/accounting (notes, invoices, receipts, taxes): 5 (five) years (tax practice and defense of rights). Support tickets and attachments: maintained during the relationship and, after, kept for an additional period necessary to defend rights (e.g. until 5 years). Upon customer request, Nvoip anonymizes the content (removal of personally identifiable data), subject to conservation hypotheses due to legal/regulatory obligation. Marketing (leads/consents/opt-out): until revocation of consent or opt-out exercise, or for a period compatible with the commercial cycle, with revalidation when applicable. Security incident records: minimum of 5 (five) years, including incidents not communicated to the ANPD and the holders, in accordance with the Security Incident Reporting Regulation (Res. CD/ANPD nº 15/2024, art. 10); when communicated, deadlines for 3 business days for communication and 20 working days to complement information. 9.3. International transfer, operators and sub-operators. When there is international transfer of data (e.g. cloud usage), Nvoip will adopt the assumptions and safeguards of arts. 33 to 36 of the LGPD and will require operators/sub-operators contractual obligations of confidentiality and security (art. 39). (Legal basis and details are contained in the “Sharing” and “Legal Basis” sections.) 9.4. Backups and restore windows. Backups follow technical retention windows; effective deletion/anonymization also occurs at the end of the validity of backups that still contain personal data. 9.5. Prevalence of specific norm. In case of divergence between these guidelines and legal/regulatory obligations (ex.: Anatel or Civil Rights Framework for the Internet), the specific standard prevails, including minimum storage periods. 9.6. Advertising measurement and choice records: operational validity of up to 30 days is not the retention period for all records. Attribution data and choice audit records will be kept only as long as needed for the stated purposes and to demonstrate permission or meet applicable legal obligations, with restricted access and data minimization. Once no longer needed, they will be erased or anonymized, subject to lawful retention exceptions. Tax and telecommunications retention periods will not be applied indiscriminately to advertising data; specific criteria will be reviewed by the Data Protection Officer and made available to individuals. 10. Rights of holders and time limits You can request: confirmation of treatment; access; correction; anonymization, blocking or deletion; portability; information about shares; opposition; automated decision review (if any). Immediate (simplified) confirmation; access/complete declaration within 15 days. Other rights: response within a deadline compatible with the complexity, preferably within 15 days. 11. How to exercise your rights Send your request to Person in Charge (DPO): [email protected]. To protect you, we may confirm your identity. If we act as operator for a customer, we will forward your request to the controller where appropriate, maintaining traceability. 12. Automated decisions and profiling When there are relevant automated decisions (e.g., detection of abuse/fraud, blocking of malicious traffic), we will inform general criteria and we will offer means of human review, when required by law. 13. Security incidents If an incident could result in relevant risk or damage, we will notify ANPD and holders within 3 business days from becoming aware of it, and may provide additional information within 20 business days, according to RCIS (Res. CD/ANPD nº 15/2024). We will maintain a record of incidents in accordance with regulation. 14. Children and teenagers Our services are B2B and B2C. We do not direct the website to children or teenagers. If we identify data from children/adolescents without the appropriate legal basis, we will securely delete them. 15. Updates to this Policy We will indicate the effective date and the version when updating this Policy. Material changes will be communicated via product/website channels. Policy version: 2026-10-01. Updated on October 1, 2026. 16. Contact of the Person in Charge (DPO) Leandro Wesley Campos – [email protected] Nvoip is a communication platform that helps businesses deliver better customer service through voice, chat, and WhatsApp channels. Contact Center (Portuguese Only) São Paulo +55 11 4118 6267 Rio de Janeiro +55 21 2018 1009 Belo Horizonte +55 31 3614 3584 Download our apps for iOS and Android Corporate Home Login About Us Blog Support Become a Nvoiper Contact Us Privacy Policy Terms of Use Solutions Plans API Automations Integrations Conversations WhatsApp Widget Chatbot Voicebot Virtual Number Local Number Call Rates SMS Online Scheduler Knowledge Base Use Cases For Sales Teams For Support Teams For Call Centers For E-commerce Partnerships Become an Nvoip Affiliate Become an Nvoip Reseller Nvoip for Startups Instagram Linkedin-in Youtube Github Nvoip © 2024. All rights reserved. Anatel-Certified Provider Address: Av. Barão do Rio Branco 5129, Cruzeiro do Sul, CEP 36026-500 – Juiz de Fora – MG – Brasil GDPR Cookie Banner We use essential cookies to operate this website. By accepting optional cookies, you authorize measurement of our campaigns on this website and in your own Nvoip Panel, including visits, registration and paid subscriptions. You can refuse or withdraw authorization at any time without preventing use of the service. See our Privacy Policy. Agradecemos seu interesse. Em breve nossa equipe irá entrar em contato com você. Vamos agendar uma conversa sobre o plano de afiliados da Nvoip? Preencha o formulário abaixo que nossa equipe irá entrar em contato com você. Vamos agendar uma demonstração da Nvoip para sua empresa? Preencha o formulário abaixo que nossa equipe irá entrar em contato com você. Confira seu e-mail para agendar nossa conversa Enviamos um e-mail com o link da nossa agenda. Abra a mensagem e escolha o melhor dia e horário para nossa conversa.