This policy explains what data TimberSwitch (operated by LTC Labs LLC) collects, why, who we share it with, and what choices you have. Plain English version: we collect what we need to run a phone system and bill you for it; we don't sell your data; we don't run third-party advertising.
1. What we collect
Account information
- Your name, email, hashed password (or social-login linkage if you sign in with Microsoft / Google).
- Two-factor secrets, backup codes, trusted-device fingerprints if you enable 2FA.
- Workspace name, team members you invite, role assignments.
Telephony data
- Phone numbers you provision and the routing rules you configure.
- Call detail records: from/to numbers, timestamps, duration, direction, status, caller-ID name and city/state when supplied by the carrier.
- Voicemail audio (encrypted at rest in S3) and, if you enable it, transcripts produced by our transcription provider.
- If you use the AI receptionist: the caller's live audio while they speak with it, plus the transcript, summary, and any message or details it takes down for you.
- SMS message content when you send/receive via TimberSwitch.
Billing
- We do not store credit card numbers. Stripe handles all card data; we keep only the Stripe customer/subscription IDs and the last 4 digits + brand of your card for display.
- Invoice history, monthly usage counters (minutes, SMS), plan tier.
Operational telemetry
- Server access logs, error reports, audit logs of security-relevant actions.
- Privacy-respecting site analytics (page views, referrers, country) - no third-party trackers, no cookies that follow you across sites.
- IP addresses for security (rate limiting, abuse detection) and for E911 routing.
2. How we use it
- To operate the Service: route calls, deliver voicemail, bill you, send transactional emails.
- To detect and prevent abuse, fraud, and TCPA / 10DLC violations on our network.
- To improve the product based on aggregate usage (most-used features, error patterns).
- To comply with legal obligations and to respond to lawful requests from carriers and authorities.
3. What we share
Service providers we use
- Telnyx - our voice/SMS carrier. Sees the same call metadata as us, and carries call audio. When the AI receptionist answers, Telnyx turns the caller's speech into text and may serve the AI model's replies (see below). Their privacy policy: telnyx.com/legal/privacy-policy.
- Stripe - payment processing. Sees billing details. Their privacy policy: stripe.com/privacy.
- Amazon Web Services - hosting, database (RDS), voicemail audio storage (S3), voicemail transcription (Amazon Transcribe), and the AI receptionist and Switchboard assistant (Amazon Bedrock, running Amazon Nova and Anthropic Claude models). It runs in our AWS account in the US and is encrypted at rest. Bedrock does not share your audio or text with the model makers or use it to train models.
- AI through Telnyx - the AI receptionist's language model (Anthropic Claude) can also be served through Telnyx, for example when Amazon Bedrock is busy. Then the conversation text goes to Telnyx and to the model maker, under their terms, which may let them use it to improve their services. If your calls must stay confidential, keep the AI receptionist off for those numbers. We can turn off transcription or AI features for your workspace on request.
- Zoho Mail - outbound transactional email. Sees the contents of welcome emails, password resets, voicemail notifications, etc.
- Cloudflare - edge network, DDoS protection, reverse proxy, and (when enabled) Web Analytics for aggregate page-view counts. Their privacy policy: cloudflare.com/privacypolicy.
- Microsoft - only when you sign in with Microsoft. We receive your name + email + a stable identifier; Microsoft sees that you signed in to TimberSwitch. Their privacy policy: privacy.microsoft.com.
- Google - only when you sign in with Google. Same shape as Microsoft above. Their privacy policy: policies.google.com/privacy.
What we don't do
- We don't sell your personal information.
- We don't share contact lists, call recordings, or transcripts with advertisers.
- We don't run third-party advertising or behavioral trackers on the product.
Legal requests
We may disclose data in response to a valid subpoena, search warrant, or court order. We push back on overbroad requests and notify you if we are legally allowed to.
4. How long we keep it
- Account data: while your account is active, plus 30 days after cancellation.
- Call detail records and text messages: while your account is active. Ask us and we'll delete them.
- Voicemail audio + transcripts: 90 days, then deleted automatically. Deleting a voicemail removes its audio and transcript right away.
- Call recordings, if you turn recording on: 90 days by default, then deleted automatically.
- AI receptionist call transcripts and summaries: 90 days, then deleted automatically.
- Audit logs (security): 7 years to meet SOC 2 standards.
- Billing records: 7 years for tax/audit purposes.
5. Your choices
- Access / export: download your call log, voicemails, and contacts from /account. We're working on a one-click bulk-export tool - ask through our support form or call (877) 671-1771 in the meantime.
- Correction: edit your profile, workspace, and team member info in-app.
- Deletion: cancel your account at /billing; data is deleted 30 days later. Ask through our support form for immediate erasure (we'll comply within 30 days).
- Marketing opt-out: every marketing email has an unsubscribe link. Transactional emails (welcome, voicemail notification, billing) cannot be opted out of as long as you have an active account.
6. Your rights (GDPR / CCPA)
If you are in the EU/UK or California, you have additional rights to access, correct, delete, restrict, and object to processing of your personal data, and to data portability. Contact us and we will honor those rights within 30 days. We do not sell data so opt-out-of-sale isn't applicable.
7. Security
- HTTPS everywhere, HSTS preloaded, modern TLS only.
- Voicemail audio encrypted at rest with AES-256.
- Database encrypted at rest. Backups encrypted.
- Passwords hashed with PBKDF2 (ASP.NET Identity).
- SIP credentials stored encrypted with rotated keys.
- Audit log of every security-relevant action, immutable.
- No cleartext secrets in source control or logs.
8. Children
The Service is not directed at children under 16 and we do not knowingly collect their data.
9. Changes
We'll announce material changes by email and in-product banner at least 14 days in advance. Trivial fixes (typo, broken link) may go in without notice.
10. Contact
Use our support form for any privacy question or request.