VoIP Services — How we handle your information
Last updated: June 25, 2026 | Effective date: June 25, 2026
Hex Consulting ("we," "us," or "our") is committed to protecting the privacy and security of our customers and users of our Voice over Internet Protocol (VoIP) services. This Privacy Policy explains what information we collect, why we collect it, how we use and share it, and the choices you have regarding your data.
When you use our VoIP services, we may collect the following categories of information:
We use the information we collect for the following purposes:
We make an important distinction between call metadata and call content:
We automatically collect CDRs for every call routed through our platform. CDRs include who called whom, when, and for how long, but do not include the actual audio content of the conversation. CDRs are used for billing, fraud detection, and regulatory compliance.
Call recording is an optional feature that must be explicitly enabled by the account administrator. When enabled, recorded calls are stored in our secure cloud environment. Access is restricted to authorized users on your account. You are responsible for notifying all parties that a call is being recorded in accordance with applicable wiretapping and consent laws (which vary by state and jurisdiction).
Voicemail audio files and, where enabled, voicemail-to-text transcriptions are stored on our servers and accessible through your account portal. Transcriptions are generated via automated speech recognition and may not be 100% accurate.
We do not sell your personal information or call data to third parties. We may share your information only in the following limited circumstances:
We work with trusted third-party vendors who assist in delivering our services, including cloud infrastructure providers, payment processors, and SMS/MMS gateway providers. These parties are contractually bound to use your data only as directed by Hex Consulting and in accordance with this policy.
To complete calls, we exchange necessary call routing information (such as called and calling party numbers) with upstream carriers, interconnected carriers, and number portability databases. This is an inherent part of how telephone networks operate.
We may disclose information when required by law, court order, subpoena, or lawful government request — including compliance with Communications Assistance for Law Enforcement Act (CALEA) obligations. Where permitted by law, we will notify you of such requests.
In the event of a merger, acquisition, or sale of assets, your information may be transferred to the successor entity. We will notify you before your data is subject to a materially different privacy policy.
We may share your information for any other purpose with your explicit consent.
We retain different categories of data for different periods based on operational and legal requirements:
Upon account closure, we will delete or anonymize personal data within 90 days, unless retention is required by law or for legitimate business purposes such as dispute resolution.
We implement industry-standard technical and organizational measures to protect your information, including:
No method of transmission over the Internet or method of electronic storage is 100% secure. In the event of a data breach affecting your personal information, we will notify you in accordance with applicable breach notification laws.
Depending on your location, you may have the following rights regarding your personal information:
You may request a copy of the personal information we hold about you, including your CDRs and account data, in a structured, machine-readable format.
You may update your account information at any time through the customer portal, or contact us to correct inaccurate data.
You may request deletion of your personal information. Note that some data may be retained where required by law or for legitimate business purposes (e.g., billing disputes, fraud prevention).
You may opt out of promotional communications at any time by using the unsubscribe link in any marketing email or contacting us directly. Note that service-related communications (invoices, outage notices, security alerts) are not subject to opt-out.
Account administrators can enable or disable call recording at any time through the account portal. Individual call recordings can be deleted by authorized users.
To exercise any of the above rights, please contact us at privacy@hexconsulting.com. We will respond within 30 days. We may need to verify your identity before processing your request.
As a provider of telecommunications services, Hex Consulting is subject to the Federal Communications Commission (FCC) rules regarding Customer Proprietary Network Information (CPNI) under 47 U.S.C. § 222.
CPNI includes information relating to the quantity, technical configuration, type, destination, location, and amount of use of your telecommunications services. We use CPNI to:
We will not use CPNI to market additional services to you beyond the services you already subscribe to without your affirmative consent, except as permitted by applicable law. You have the right to restrict our use of your CPNI for marketing purposes by contacting us at privacy@hexconsulting.com.
Our VoIP service supports Enhanced 911 (E911) calling. To enable accurate emergency dispatch, we collect and store your registered service address associated with each VoIP line. This address is transmitted to the relevant Public Safety Answering Point (PSAP) when you dial 911 from your VoIP device.
We may share your registered E911 address and device information with emergency service providers solely for the purpose of routing emergency calls and complying with applicable law.
Our web portal and customer dashboard use cookies and similar technologies to:
We use strictly necessary, functional, and analytics cookies. We do not use third-party advertising or cross-site tracking cookies on our VoIP management portal. You can manage cookie preferences through your browser settings; disabling certain cookies may affect portal functionality.
Our VoIP services are not directed to children under the age of 13. We do not knowingly collect personal information from children under 13. If we become aware that we have inadvertently collected personal information from a child under 13, we will take steps to delete it promptly. If you believe a child has provided us with personal information, please contact us at privacy@hexconsulting.com.
We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or industry practices. When we make material changes, we will:
We encourage you to review this policy periodically. Your continued use of our VoIP services after the effective date of any changes constitutes your acceptance of the updated policy.
If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please reach out to us:
We will respond to all privacy requests within 30 days of receipt.