Privacy Policy

What CrewAnswer Collects

CrewAnswer collects account information, organization settings, billing metadata, phone numbers, call audio, transcripts, summaries, caller contact details, routing choices, support messages, and product usage logs needed to operate the service.

If you connect calendars, CRM tools, email, or other integrations, CrewAnswer processes the fields needed to complete the approved workflow for your organization.

How CrewAnswer Uses Data

• Answer calls, run approved scripts, route urgent calls, and create summaries and transcripts.
• Provide onboarding, support, billing, tax, abuse prevention, security monitoring, service reliability, and product diagnostics.
• Maintain audit trails for account administration, incident response, billing disputes, deletion requests, and legal obligations.

Recording And Consent

CrewAnswer is designed for Canadian business calls where one-party consent to recording may be lawful under Criminal Code s.184. CrewAnswer still defaults recording disclosure on, and the disclosure is baked into the cached greeting unless the customer changes the approved script after taking its own advice.

Customers are responsible for choosing scripts, notices, and fallback paths that fit their callers, province, sector, and use case.

Storage And Vendor Transit

CrewAnswer makes no Canadian data-location promise. The trust posture is Canadian numbers and area codes, CASL/PIPEDA-aware operations, and full subprocessor disclosure.

Application database

SQLite data, including transcripts, summaries, caller contact details, account settings, and workflow records, runs on Hetzner compute in Ashburn, Virginia, United States.

Encrypted at rest

Privileged fields use app-layer AES-256-GCM encryption with per-tenant KMS-wrapped DEKs. Recordings are client-side encrypted, tenant deletion uses crypto-shred, data access is audited, and CrewAnswer can disable the data CMK as an instant break-glass freeze. These are mechanism descriptions, not a certification claim.

Recordings and statements

Call recordings, call media objects, and billing statement files are stored in Cloudflare R2. CrewAnswer discloses Cloudflare R2 as a Cloudflare service under United States provider jurisdiction.

Backups

Database backups are stored in AWS S3 in a United States region. Litestream write-ahead-log backup segments are kept for up to 72 hours, and snapshots are kept for up to 30 days.

Log archive

The service log archive is shipped to AWS S3 in a United States region and retained for no more than 30 days.

Call media transit

Call media transits Twilio and OpenAI infrastructure in the United States while calls are being answered and processed.

Retention

Recordings

90 days by default. Customers can configure recording retention to 30, 90, or 365 days.

Transcripts

24 months unless deletion or legal hold handling requires otherwise.

Logs

Operational log archive retained for no more than 30 days.

Deletion requests

After a valid request and grace window, CrewAnswer removes active records and destroys the tenant DEK. Live data is unrecoverable without a live KMS grant; backup-only recovery for a live-grant holder ends when WAL/LTX segments (72h) and snapshots (30d) expire.

Access, Deletion, And Privacy Contact

Organization owners can request access, correction, export, or deletion by contacting [email protected]. CrewAnswer verifies the requester, scopes the request to the organization and caller records involved, and confirms completion or any required exception.

CrewAnswer operates with PIPEDA-aware processes. Québec marketing remains gated until the Law 25 assessment is complete.

Subprocessors

CrewAnswer uses subprocessors for telephony, voice AI, storage, authentication, billing, email, compute, backups, logs, and secrets. The live list is published at /subprocessors.