Trust
Telephony is a regulated business. Anyone who makes it sound simple is either hiding the work or hasn't done it. Here is exactly what we do and what we cannot do.
The controls that protect your conversations, stated plainly rather than as a badge wall.
Tenant isolation
Every workspace is a separate logical tenant with its own encryption keys. Cross-tenant reads are impossible by construction, not by policy.
Encryption
TLS 1.3 in transit. AES-256 at rest for recordings, transcripts and structured records.
Authentication
Two-factor required for owner and admin roles. SSO (SAML/OIDC) available on Workspace.
Audit log
Every configuration change — a price edit, a permission grant, a routing change — is logged with actor, timestamp and previous value.
Access control
Role-based, least-privilege by default. Agents cannot alter AI authority; only owners can.
Certification
SOC 2 Type II programme in progress. We will not claim a certification before it is issued.
Your line does not carry traffic until every gate below clears. We file; you sign once.
A2P 10DLC brand registration
Required before any 10-digit US number may send business text messages. Filed by NetPulsy on your behalf.
A2P 10DLC campaign registration
Per use case — customer care, notifications, marketing. Determines your throughput and carrier filtering profile.
Toll-free verification
A separate carrier programme with its own review queue, typically 3–5 business days.
Opt-out handling
STOP, UNSTOP and HELP are handled at the platform layer. You cannot accidentally message someone who opted out.
Number porting
LOA preparation, carrier submission, rejection handling and out-of-hours cutover — all ours.
Telecom taxes & fees
Billed at cost and itemised. Regulatory counsel review precedes commercial scale in any new jurisdiction.
Emergency calling is a legal obligation with real consequences. It is configured before launch, not after an incident.
Dispatchable address
A validated street address per physical location, registered with the national database.
Re-validation on move
Changing a location's address triggers mandatory re-validation before the line is used again.
Nomadic use
Mobile and desktop apps prompt for a current address when used away from a registered location.
Notification
Emergency calls trigger an immediate notification to designated contacts in your organisation.
Limitations
VoIP emergency calling depends on a working internet connection. This is a real limitation of every VoIP provider, ours included, and we state it rather than bury it.
The rules Ada operates under, and the ones we will not let a customer switch off quietly.
Disclosure
Ada states that she is an AI. Disabling this is possible only where lawful, requires an admin acknowledgement, and is written to the audit log.
Human handoff
Available on every call, always. The receiving human gets a transfer brief before they answer.
Typed tools only
Every AI action is a server-side tool call with authorisation, validation, logging and confirmation rules. Ada cannot act outside her granted tools.
No invented facts
Ada answers from the approved business profile. Outside it, she offers a handoff rather than a guess — and this is enforced structurally, not by prompt wording alone.
No training on your data
Your conversation data trains no model, ours or a vendor's. This is contractual, on every tier, with no opt-out to sell you.
Recording consent
Two-party-consent jurisdictions get an automatic consent prompt before recording begins.
What we keep, for how long, and what you can take with you.
Call recordings
Retained 90 days by default, then purged. Configurable per workspace.
Transcripts
Retained 13 months.
Structured call records
Retained indefinitely — this is your business data, not ours.
Deletion
Deleting a workspace removes every record after a 30-day recovery window.
Export
Full workspace export available on request, in open formats, whether or not you're leaving.
Sub-processors
Our telecom carrier, payment processor and AI model provider. The current named list is published in the Data Processing Addendum and updated whenever it changes.
The parts of a contract people actually get caught by.
Contract length
Month-to-month on Core and Pro. No minimum term.
Termination
Cancel any time. No termination fee, no clawback of promotional pricing.
Number portability
Your number is yours. We will help you port it out, promptly, including to a competitor.
Price changes
60 days written notice, and existing customers are not repriced mid-term.
Overages
Metered at published rates, visible in the console before they bill, alerted at 80% of allowance.
Uptime
Status published openly. We run on established tier-1 carrier infrastructure rather than building our own — a deliberate choice about where a company our size should not be clever.
If there's a compliance requirement specific to your state, industry or country, ask before you buy. We'd rather tell you no than sell you something that doesn't clear.
White-glove porting · A2P 10DLC handled · Migration from RingCentral, 8x8 & OpenPhone