Privacy Notice

Last updated:16 August 2024

This privacy notice describes how CloudTalk collects, processes, and protects your personal data.

In this privacy notice, “CloudTalk,” “we,” “our,” and “us” each mean CloudTalk s.r.o., a Slovak company, and the applicable CloudTalk affiliates involved in the processing activity.

The controller of your personal data is CloudTalk s.r.o., Tallerova 4, 811 02 Bratislava, Slovakia, company registration ID: 46817832, (“CloudTalk”) or its affiliates as described below.

This privacy notice is applicable solely when CloudTalk acts as a data controller. It is not applicable when CloudTalk acts as a data processor, processing data on behalf of its customers.

For certain products or services, CloudTalk may create a specific privacy notice. Should there be any conflict with this general privacy notice, the particular separate privacy notice will be given priority.

I. What Data Do We Process, Why and Based on Which Legal Basis?

CloudTalk Services

PURPOSE

DESCRIPTION

PROCESSED DATA

LEGAL BASIS

Account registration and its usage and management

When you, as a customer or an employee or another authorized user of CloudTalk services, create an account on the CloudTalk Platform, and use and manage this account.

– Identification details (name, surname),
– Log-in data (your e-mail address),
– Information about the company you work for and your work position,
– Technical details about your use of CloudTalk Platform (logs from your actions, ID numbers assigned by the systems, etc.).

Contract performance between CloudTalk and its customer or business partner (if the customer or business partner is an individual) or legitimate interest (if the customer or business partner is a legal entity).

KYC verification

When you, as a customer or an employee or another authorized user of CloudTalk services, create an account on the CloudTalk Platform.

– Identification details (name, surname, scan of an ID card),
– Contact data (e-mail, phone number, address),
– Information about the company you work (name, ID, address, representatives, UBOs, etc.),
– Technical details about your use of CloudTalk Platform (logs from your actions, ID numbers assigned by the systems, etc.).

Our legitimate interest to prevent fraudulent use of our services and protect integrity of our systems.

Management of CloudTalk´s contractual relationships

When you or your organization engage with us as a customer, business partner, advisor, or in a similar capacity, we may process your personal data for the purpose of effectively managing and maintaining our contractual relationship.

– Identification details (name, surname),
– Contact details, such as address, phone number, e-mail address,
– Information about the company you work for and your work position.

Contract performance between CloudTalk and its customer, business partner, advisor or in a similar capacity (if the customer or business partner is an individual) or legitimate interest (if the customer or business partner is a legal entity).

Provision of customer service and support

When you use our services or contact our support team for assistance, we process your personal data necessary to provide you with service or handle your request.

We use a chatbot to assist the first line of support on our website, which may manage phone calls and messages. More complex tasks are managed by our customer support team.

– Identification details,
– Contact data,
– Username, password, IP address,
– Any other information disclosed by you when making a support query,
– Transcripts of conversations.

Contract performance between CloudTalk and its customer (if the customer is an individual) or legitimate interest (if the customer is a legal entity).

CloudTalk Trainings and e-books

When you, as a customer or an employee or other personnel of a CloudTalk customer or business partner, access the training resources on how to use CloudTalk products.

When you download an e-book.

– Identification details, such as name, surname, and e-mail address,
– Authentication credentials for use of the service, such as username,
– Viewing/training completion history.

Contract performance

Free Trial

If you elect to try to use our services for a free trial period, we process your personal data necessary to provide you with the free trial.

– Identification details,
– Contact data,
– Username, password, IP address,
– Any other information disclosed by you when making a support query,
-Transcripts of conversations.

Contract performance between CloudTalk and its customer (if the customer is an individual) or legitimate interest (if the customer is a legal entity).

Improvement of our services and products

We process your data to improve our services / products and to provide you with the best possible user and customer experience.

– Identification details (name, surname),
– Contact details, such as address, phone number, e-mail address,
– Content of your feedback and your ideas share with us by various means,
– Information about usage of our services / products,
– Additional communication between you and us about provided feedback or ideas.

Our legitimate interest to improve our products and services and to provide you with the best customer and user experience or your consent.

Product testing

We may ask for your opinion about our product and services, or how you use them, or we may provide you with an option to try and test our new products and features, which will require processing of your data.

– Identification details (name, surname, information about the name of our customer, which you represent),
– Contact details (mainly e-mail address and phone number),
– Technical information related to use of our products and services (information about your device, logs from operations you performed, etc.),
– Your feedback regarding use of our products and services.

Your consent, orour legitimate interest to improve our services, and keep the respective evidence.

Call recording

When you, as a client or a prospect, have an audio or video call with us, we record the call for the purposes of our services enhancement, internal training, business intelligence, and note-taking. You will be informed about the recording at the beginning of the call. If you do not wish the call to be recorded, you may contact us through alternative methods.

– Identification details (name, surname),
– Contact details, such as address, phone number, e-mail address,
– Information about the company you work for and your work position,
– Video/voice recordings of you (recorded expressions of a personal nature),
-Any further information you share with us.

Your consent, or
our legitimate interest to improve our services, and keep the respective evidence.

Defending our rights and claims

When you make a legal claim against us, or when we need to protect our rights through legal or other means, we process your data.

– Identification details (name, surname),
– Contact details, such as address, phone number, e-mail address,
– Content of our communication and contractual arrangements,
– Any other information provided to us throughout our relationship and necessary to defend our rights or against the claims.

Our legitimate interest in defending itself against claims, as well as when CloudTalk has a legal obligation to do so as the law prescribes, or as part of contract fulfilment.

Fulfilment of legal obligations

In some instances, legal regulations impose obligations on us under which we are obliged to process personal data. Such cases are for instance tax and accounting laws, whistleblowing laws, anti discrimination laws and the provision of some data to public authorities based on applicable legislation.

– We process your data within the scope as required by applicable legislation.

Fulfilment of legal obligations imposed upon CloudTalk arising from applicable legislation.

CloudTalk Website & Marketing

PURPOSE

DESCRIPTION

PROCESSED DATA

LEGAL BASIS

Direct marketing and promotion

CloudTalk will use your data for its own marketing purposes, i.e., if you sign up for our newsletter or other marketing communication, which may, according to your past preferences, be of interest to you.

– Identification details (name, surname),
– Contact details, such as address, phone number, e-mail address,
– Information about newsletters you signed up for and your preferences regarding marketing communication (if any),
– Information about the company you work for and your work position.

Your consent.

Event and webinar attendance

If you sign up for our events or webinars, we will process your data.

– Identification details (name, surname),
– Contact details, such as address, phone number, e-mail address,
– Events/webinars you signed up for,
– Information about the company you work for and your work position,
– Any further information you share with us.

Your consent or contract performance or legitimate interest.

Third-party marketing

We may provide you with advertising and marketing materials of other parties via e-mail address or by different means.

Your consent.

Strategy call and contact forms

If you contact us via CloudTalk website or by different means to book a strategy call with CloudTalk, we will process your data.

Our legitimate interest to present our services and products to you.

Requesting a quote/custom plan

If you request a quote or a custom plan from us, we will process your data.

Pre-contractual relations (if the customer is an individual) or legitimate interest (if the customer is a legal entity).

CloudTalk Careers

Controllers of your personal data for the purposes mentioned in the table below are:

CloudTalk s.r.o.,
hiring CloudTalk entity, i.e., CloudTalk entity which is looking for a new employee for a concrete position or where you apply for a concrete position.

PURPOSE

DESCRIPTION

PROCESSED DATA

LEGAL BASIS

Recruitment process

If you apply for any open job positions at CloudTalk, we will process personal data you provide to us for the purposes of evaluating your suitability for any of our open positions.

– Identification details (name, surname),
– Contact details, such as address, phone number, e-mail address,
– Information from your CV, Cover Letter about your past positions, qualifications, etc.,
– Any further information you share with us during the recruitment process.

Our legitimate intmosterest to find the suitable candidate for the position, or based on a pre-contractual relationship with you.

Interview recording

If you are invited to a recruitment interview, the interview may be recorded with your consent. Recording the interview allows the interviewer to focus entirely on you and the conversation, eliminating the need for note-taking.

You will be asked to provide your consent for the recording when joining the interview. You have the option to decline the consent.

– Identification details (name, surname),
– Information about your past positions and qualifications,
– The company you work for and your work position,
– Video/voice recordings of you (recorded expressions of a personal nature),
– Any further information you share with us during the interview.

Your consent.

II. Cookies and Tracking Technologies Used on Our Websites and in Our Services

Our websites and services (jointly “Websites”) use cookies and other similar technologies to automatically collect information about individuals who visit and use our Websites. These are small files that are stored on your device and allow the server that places cookies on your device to recall them. They help us to operate our Websites, provide important features and functionalities such as sign-in and bot protection, enable us to better understand how you use our Websites and to provide tailored advertising.

We also use third-party cookies that are placed by third parties on our behalf. These parties handle the data they process according to their privacy policies, potentially allowing them to gather and integrate information about your activities across various websites, apps, or online services.

Purposes and legal basis for use of cookies

Where required, we obtain your consent prior to placing or using optional cookies that are not (i) strictly necessary to provide the requested service (such as a signing in) or (ii) used to facilitate communication.

We use cookies for the following purposes:

to ensure the technical functionality of our Websites and facilitating communication by using necessary cookies

Necessary cookies are required for the proper functioning of our Websites, as they enable core functionalities of our Websites such as marking your data inputs, network management and accessibility. CloudTalk processes your personal data on the basis of providing you with a requested service or out legitimate interest to operate the Websites and provide you with our services through these means. These cookies do not require your consent. It is not possible to disable necessary cookies through the Cookie preferences as our Websites might not function properly when you disable this type of cookies. However, if you still wish to do so, you may follow the instructions below in the section Disabling cookies.
to collect data about your preferences on the Websites by means of Preference cookies

Preference cookies allow us to remember choices you have made in the past, like what language and currency you prefer, to remember your name and e-mail and automatically fill in forms and allow for personalization, such as live chats, videos and the use of social media. We process your personal data based on your consent.
to collect analytical data by using analytical cookies

Analytical (performance) cookies help us to analyse how you use and navigate our websites and what content is relevant to our users. They are used for performance measurement and improvement. We process your personal data based on your consent.
to process your data for marketing purposes by using advertising cookies

Advertising cookies help us to deliver tailored and customized advertising on advertising and/ or, social media platforms. We process your personal data based on your consent.

When you visit our Websites, you shall be informed through a cookie banner placed at the bottom of the Websites that we collect cookies. The banner allows you to manage what kind of cookies can be collected by CloudTalk. You may consent to certain categories of cookies and not others. You can change the settings and withdraw your consent at any time through the Cookie settings provided on the bottom of our Websites.

To protect against malicious activities, some of our Websites may utilize Google reCAPTCHA to verify whether users are humans or robots. This security service relies on cookies classified as necessary by the provider and thus cannot be rejected. reCAPTCHA collects hardware and software information, such as device and application data. Your use of reCAPTCHA is governed by the Google Privacy Policy and Terms of Service.

Data processed by cookies

Depending on the cookie type, CloudTalk may collect the following data via cookies:

Your city location based on IP address, age, gender, time zone, browser settings, operating system, information about website visits including the URL, search terms, information about what you viewed or searched on our website, page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), unique session identifiers, information entered into forms, language preferences, authentication data, user interface customizations, referrer data (where you came from to our website).

Similar technologies

We use so-called social plugins on our Websites from (i) facebook.com, (ii) instagram.com, (iii) linkedin.com and (iv) youtube.com (“plugins”), which are indicated by their logos on our Websites. When you visit our Websites, your browser establishes a direct connection with the servers on which these plugins run. The content of the plugins is transferred directly by the social networks to your browser, which then integrates it into our Websites.

Integration of the plugins causes the social networks to receive the information that you have accessed on the corresponding page of our Websites, regardless of whether you interact with the plugin or not. If you are logged in with the social networks, it will be able to assign your visit to your account on these social networks. If you do not want the social networks to gather data about you via our Websites, you must log out of them before visiting our Websites. If you wish to learn about how these social networks process your data, please visit the privacy policy of the respective social network.

Disabling cookies

If you do not wish cookies to be collected, you may restrict, block or delete the cookies at any time by modifying your browser configuration.

If you wish to prevent new cookies from being installed or if you wish to delete existing cookies you can find the instructions on the links below based on which browser you are using:

For mobile devices you can limit tracking via the privacy setting on your device (disabling the advertising identifier), for instructions please see https://www.networkadvertising.org/mobile-choice/.

Furthermore, you can use a third-party tool to opt out of targeted advertising. Available third-party opt-out tools include the Digital Advertising Alliance, the Network Advertising Initiative, and the European Interactive Digital Advertising Alliance (Europe only).

To opt out from receiving cross-device site advertising (i.e., tracking a user across devices) you can access your device settings or visit and employ the controls described on the NAI’s Mobile Choices page.

III. Data Retention

Generally personal data shall be kept for as long as necessary for the purpose for which it was processed. The length of time that CloudTalk will hold your personal data will also depend on the legal basis on which your data is processed. Shall the processing be based on legitimate interest, your data will be processed for as long as the given legitimate interest of CloudTalk is in place. For data kept based on legal obligations, the data-retention period is prescribed by applicable legal regulations. For data processed based on performance of a contract, the data is processed for the duration of the contractual relationship and for an applicable limitation period. Shall the processing be based on your consent; your personal data shall be erased after you withdraw your consent. Kindly note that the withdrawal of consent shall not affect the lawfulness of processing based on consent before its withdrawal. Please bear in mind that the same data may as well be processed for another purpose based on other legal basis in which case your withdrawal of consent might not mean a full erasure of your data.

IV. Data Sharing, Processors and Transfers to Third Countries

Your personal data will not be shared with any third party except for the following situations:

data is necessary for provision of CloudTalk Services,
based on your consent,
entrusting of personal data to processors who process personal data on behalf of CloudTalk,
CloudTalk is obliged to provide the personal data on the basis of law or upon order by a public authority

Categories of Processors

We may share your data with the following categories of processors:

data centre, hosting,
marketing providers,
communications technology providers
analytics and recording providers,
providers of polls or surveys,
integrated third-party providers,
providers of various product services and integrations,
business management providers (including providers of business service platforms),
task management and communication providers,
legal services, tax, accounting, and audit services,
recruitment providers,
information and IT security providers.

Transfers to Third Countries

CloudTalk will transfer your data to countries outside the EU/European Economic Area only if such a transfer is compliant with applicable legal legislation. That means, for instance, that our provider is seated in a country for which the European Commission issued a decision that it provides an adequate level of personal data protection, standard contractual clauses and/or other transfer mechanisms are in place that ensure adequate safeguards with respect to the protection of privacy and fundamental rights and freedoms of individuals and, if necessary, additional measures are applied to ensure that the data subject is granted a level of protection essentially equivalent to that guaranteed by the GDPR. You may request a copy of the relevant safeguards at privacy@cloudtalk.io.

V. Data Security

The security and integrity of your data is very important to us. We employ a variety of security measures to protect your data. Read more about how we protect your data in our Security White Paper.

Even with our measures, it is your duty to keep your data safe. This means changing your password regularly, not using easy-to-guess login details, and not sharing your password or account access with anyone. CloudTalk will never ask for your password in e-mails or messages you did not expect.

If you suspect any unauthorized use of your account or a breach of security, please inform us immediately at security@cloudtalk.io.

VI. Your rights

You are entitled to exercise your rights depending on the jurisdiction which applies to you. The table below provides you with information on your rights under the relevant jurisdiction.

Should you wish to exercise any of your rights below, please contact us at privacy@cloudtalk.io.

Your ability to exercise your rights may be restricted if CloudTalk is required to retain your personal data for legal obligations, legal claims, or other reasons as outlined in the relevant data protection law.

Right of access

You are entitled to be informed about what personal data CloudTalk processes about you, for what purposes, and who are the recipients of your personal data.

Right to rectification

You have a right for any of your incomplete, inaccurate, or out-of-date personal data to be rectified.

Right to erasure (“right to be forgotten”)

You are entitled to the erasure of certain personal data that we have collected and processed about you.

Right to restrict processing

In given cases such as when we process inaccurate personal data about you, or you deem the processing as no longer necessary, you may ask for a restriction of the processing.

Right to data portability

You have a right to receive personal data you provide us with in a structured, commonly used, and machine-readable format and to have it transmitted to another controller where technically feasible.

Right to object

You are entitled to object, on grounds relating to your particular situation, at any time to the processing of personal data that concerns you and is carried out in the public interest or for the purposes of legitimate interests pursued by CloudTalk, including profiling.

Right to withdraw consent

If your data is processed based on your consent, you are entitled to withdraw such consent at any time. Kindly note that the withdrawal of your consent will not affect the lawfulness of processing based on your consent before its withdrawal.

Right to opt-out

You are entitled to opt out from data processing, whenever CloudTalk processes your data based on legitimate interest. You can exercise this right in accordance with the opt-out rules described in each marketing e-mail or other form of communication via the unsubscribe option in the footer of every e-mail, via changing the settings of your user account or by directly contacting CloudTalk.

Right to not be subject to automated decision making

You have the right not to be subject to a decision based solely on automated processing, including profiling, which produces legal effects concerning you or similarly significantly affects you. This does not apply if the decision: (a) is necessary for entering into, or performance of, a contract between you and CloudTalk (b) is authorized by law and the law lays down suitable measures to safeguard your rights and freedoms and legitimate interests; or (c) is based on your explicit consent. CloudTalk does not make decisions based solely on automated processing that would have significant effects for CloudTalk user. For completeness, CloudTalk uses cookies and similar technologies the use of which may amount to profiling. For information on how to withdraw your consent for the use of cookies or disable cookies, please read the Cookies section of this notice.

Right to file a complaint

If you wish to file a complaint in regard to the processing of your personal data by CloudTalk, you may contact us at privacy@cloudtalk.io. You also have the right to lodge a complaint with our supervisory authority (www.dataprotection.gov.sk), or with the supervisory authority of the particular affiliate (for contact details please see: https://edpb.europa.eu/about-edpb/board/members_en).

VII. Changes of Privacy Notice and language versions

CloudTalk may, from time to time, change and update this privacy notice. If there are any material/substantial changes to this privacy notice, CloudTalk will release the updated version of the privacy notice to its website and/or other places it deems appropriate. CloudTalk may also notify you of the change via sending you an email or providing other notice of the update.

The English-language version of this privacy notice shall be controlling in all respects and shall prevail in case of any inconsistencies with translated versions CloudTalk may provide, if any.

VIII. Contact Details – Data Protection Officer

Should you wish to know more about CloudTalk, its protection of your privacy, or this privacy notice, you can contact our Data Protection Officer at privacy@cloudtalk.io.

Please help CloudTalk ensure that your data is up to date. If you believe that some of the data processed by CloudTalk is incorrect, please contact us at the same e-mail address.