ISI Telemanagement Solutions, LLC. Notice of Certification Under the EU-U.S. Privacy Shield Framework and Swiss-U.S. Privacy Shield Framework
Effective as of March 28, 2018
ISI Telemanagement Solutions, LLC. (ISI) has certified certain of our services, for which we act as a data processor, under the EU-U.S. Privacy Shield Framework and the Swiss-U.S. Privacy Shield Framework (the certification can be found here).
This Policy applies to all Personal information received by ISI in any format including electronic, paper or verbal. ISI provides customized data processing and reporting services designed to help companies manage their telecom facilities more effectively, optimize employee productivity, improve customer experience and comply with applicable regulatory guidelines.
ISI collects, processes, stores and provides reporting on communications events occurring on corporate telecommunications platforms and/or corporate owned mobile devices. Event records typically represent one or more types of communication events based upon the platforms involved and the service configuration including; voice calls, video calls, IM/chat sessions, file transfers or desktop sharing. Communications events may include internal (peer to peer) conversations, outbound or inbound calls with external parties and conference calls involving multiple parties. Based upon the product offering purchased and customer account configuration, event records may be limited to metadata or may include the content of the conversation. the following types of Personal information may be collected, stored and reported upon:
- Company Name
- Organizational Hierarchy
- Department Name
- Employee Name
- Employee Title
- Employee Telephone Number, Extension Number, or SIP URI
- Call Detail Records include; call date, call time call duration, internal party name and telephone number, extension or SIP URI, telephone number dialed, calling party number, city state and country of call destination or origin
- IM/chat records include date, time and internal party names or SIP URI
- Recorded voice calls include recorded conversation content
- Recorded video calls include recorded conversation and video playback
- Recorded IM/chat sessions include message text
Processed call information is made available to customers via a secured web interface or delivered directly to authorized customer recipients based upon customer instruction. ISI does not own or control any of the information it processes on behalf of ISI's customer. All such information is owned and controlled by ISI's customer. In this capacity ISI receives information transferred from the EU to the US merely as a processor on behalf of its customer and ISI’s customer remains the data controller.
Purposes of data processing
ISI processes data submitted by customers for the purpose of providing ISI’s online services to our customers. To fulfill these purposes, ISI may access the data to provide the services, to correct and address technical or service problems, or to follow instructions of the ISI customer who submitted the data, or in response to contractual requirements.
Inquiries and complaints
If you believe ISI maintains your personal data in one of the services within the scope of our Privacy Shield certification, you may direct any inquiries or complaints concerning our Privacy Shield compliance to firstname.lastname@example.org. You may also contact us at the mailing address below. ISI will respond within 45 days. If you have an unresolved privacy or data use concern that we have not addressed satisfactorily, please contact our U.S.-based third party dispute resolution provider (free of charge) at https://www.jamsadr.com/file-an-eu-us-privacy-shield-or-safe-harbor-claim.
If neither ISI nor our dispute resolution provider resolves your complaint, you may have the option to engage in binding arbitration through the Privacy Shield Panel.
Third parties who may receive personal data
We may disclose Personal Data that our Customers provide to our service:
- To our subsidiaries and affiliates;
- To contractors, business partners and service providers we use to support our Service;
- If required to do so by law or legal process;
- In response to lawful requests from public authorities, including to meet national security, public interest or law enforcement requirements.
Your rights to access, to limit use, and to limit disclosure
Individuals in the EEA and Switzerland generally have the right to access their Personal Data. As an agent processing Personal Data on behalf of its Customers, ISI does not own or control the Personal Data that it processes on behalf of its Customers or their Users and does not have a direct relationship with the Users whose Personal Data may be processed in connection with providing the Service. Since each Customer is in control of what information, including any Personal Data, it collects from its Users, how that information is used and disclosed, and how that information can be changed, Users of the Service should contact the applicable Customer administrator with any inquiries about how to access or correct Personal Data contained in Customer Data. To the extent a User makes an access or correction request to ISI, we will refer the request to the appropriate ISI Customer and will support such Customer as needed in responding to any request.
ISI may be required to disclose personal information in response to lawful requests by public authorities, including to meet national security or law enforcement requirements.
How to Contact ISI
You can contact ISI via e-mail at email@example.com You may contact ISI via mail or messenger at:
ISI Telemanagement Solutions, LLC.
Attn: Privacy Officer
1051 Perimeter Drive, Suite 200
Schaumburg, IL 60173 USA