CORE CALL LTD PRIVACY POLICY Last Updated: 19 June 2026 INTRODUCTION Core Call Ltd (“Core Call”, “we”, “our”, “us”) is committed to protecting your privacy and handling personal information responsibly. This Privacy Policy explains how we collect, use, store and protect information when you use our website, client portal and services. By using our website or services, you agree to the practices described in this Privacy Policy. INFORMATION WE COLLECT We may collect and process: • Names • Telephone numbers • Email addresses • Site information • Engineer information • Customer account information • Call recordings • Call transcripts • Job and incident information • Login and usage information • Device and browser information • IP addresses HOW WE USE INFORMATION We use information to: • Deliver our services • Answer and manage emergency and maintenance calls • Create and manage incidents • Dispatch engineers • Provide customer updates • Operate the client portal • Improve our systems and services • Comply with legal obligations • Prevent fraud and misuse LAWFUL BASIS FOR PROCESSING Core Call processes personal data under one or more of the following lawful bases: • Performance of a contract • Legitimate interests • Compliance with legal obligations • Consent where required We only process personal data where a valid lawful basis exists. CALL RECORDING AND TRANSCRIPTION Calls handled through Core Call may be: • Recorded • Stored • Transcribed • Analysed Call recordings and transcripts may be used for: • Service delivery • Quality assurance • Training • Incident verification • Legal and regulatory compliance AI PROCESSING Core Call uses artificial intelligence technologies to support: • Call transcription • Fault classification • Incident processing • Service improvements Information submitted through our services may be processed by AI systems for operational purposes. While Core Call takes reasonable steps to improve the accuracy of AI-assisted services, AI-generated outputs may occasionally contain errors, omissions or inaccuracies and should not be relied upon as the sole basis for operational, commercial or safety-critical decisions. CLIENT PORTAL DATA When customers use the Core Call Client Portal we may collect: • Login information • Account activity • User preferences • Job management activity • Site management activity • Reporting activity This information is used to operate, improve and secure the platform. COOKIES Core Call uses cookies and similar technologies to: • Maintain secure login sessions • Remember preferences • Improve website performance • Understand website usage You may control cookies through your browser settings. THIRD-PARTY PROVIDERS Core Call uses trusted third-party providers to deliver services. These may include: • Twilio (telephony services) • OpenAI (artificial intelligence services) • Supabase (database and hosting services) • Email and messaging providers These providers may process information on our behalf. Core Call may change or add providers from time to time where necessary to improve, maintain or secure services. INTERNATIONAL DATA TRANSFERS Some service providers may process information outside the United Kingdom. Where international transfers occur, Core Call will take reasonable steps to ensure appropriate safeguards are in place in accordance with applicable data protection laws. DATA SECURITY We take reasonable technical and organisational measures to protect personal information including: • Secure hosting • Access controls • Password protection • Encryption where appropriate • Monitoring and security procedures No internet transmission can be guaranteed to be completely secure. DATA RETENTION Core Call retains information only for as long as reasonably necessary to: • Provide services • Meet legal and regulatory obligations • Resolve disputes • Enforce agreements • Maintain security and audit records Call recordings, transcripts, incident records, audit logs and customer account information may be retained for different periods depending on operational, contractual and legal requirements. Information that is no longer required will be securely deleted or anonymised where appropriate. MARKETING COMMUNICATIONS Core Call may send service-related communications including: • Account notifications • System alerts • Billing information • Service updates Where permitted by law, Core Call may also send marketing communications. Recipients may opt out of marketing communications at any time. CUSTOMER RESPONSIBILITIES Customers are responsible for ensuring that information submitted to Core Call is accurate, lawful and authorised for use. CHILDREN’S PRIVACY Core Call services are intended for business use. Our services are not directed towards individuals under the age of 18 and we do not knowingly collect personal information from children. DATA BREACHES In the event of a personal data breach, Core Call will take appropriate action and, where required by law, notify affected parties and relevant authorities. YOUR RIGHTS Subject to applicable law, individuals may have rights to: • Access personal data • Correct inaccurate data • Request deletion of data • Restrict processing • Object to processing • Request data portability Requests may be submitted using the contact details below. COMPLAINTS If you have concerns regarding how Core Call processes personal data, please contact us using the details below. Individuals also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) if they believe their personal information has been handled unlawfully. CHANGES TO THIS POLICY Core Call may update this Privacy Policy from time to time. Updated versions will be published on our website. CONTACT Core Call Ltd Company Registration Number: 17285444 ICO Reference: ZC178387 Website: www.corecall.co.uk Support: support@corecall.co.uk England & Wales England & Wales
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