Data Retention Policy

Platform Ownership and Applicability 

The Acefone platform is operated and managed by Servetel Infocomm Private Limited (and its associated group entities, where applicable). 

This Data Retention Policy applies to all products, services, systems, APIs, and infrastructure offered under the Acefone platform, including customer-facing applications, backend services, and data storage systems. 

All references to “Acefone”, “Infocomm”, “Acefone platform”, or “the platform” in this document refer to services operated by Servetel Infocomm Private Limited under the Acefone brand. 

Regulatory Compliance 

Acefone’s data retention and deletion practices are designed to comply with applicable Indian telecom and data protection regulations, including but not limited to: 

• Telecom Regulatory Authority of India (TRAI) guidelines

  • Department of Telecommunications (DoT) licensing, security, and compliance requirements

    Where applicable, retention of call records, logs, recordings, and related telecom data shall follow timelines mandated or permitted under TRAI and DoT regulations. 
    In the event of any conflict between regulatory requirements and standard retention periods defined in this policy, regulatory requirements shall prevail. 

Data Retention Principles 

Acefone retains customer data only for defined operational, legal, regulatory, and security purposes. 

Data is retained for limited durations and is deleted when no longer required, unless retention is mandated by applicable law or regulatory authorities. 

The Acefone platform stores and processes customer-provided data, including contact information, leads, phone numbers, call records, transcripts, and other communication-related data, solely for the purpose of providing platform services. 
Acefone does not intentionally store sensitive financial data such as payment card details or banking credentials of end users. Customers are responsible for ensuring that the data uploaded to the platform complies with applicable data protection and privacy regulations. 

Platform Data Retention Overview 

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Archived Data refers to historical customer data that is no longer available for real-time access, filtering, or reporting on the Acefone platform user interface. Such data is stored in cold or simple storage and is available only as batch downloads (for example, CSV files) or via support requests where applicable. 

The following data types may be moved to Archived Data based on their respective retention timelines: CDR, MDR & VDR. 

Archived data is stored on a month-wise basis and may be split into multiple files to ensure scalability and compatibility with commonly used tools such as Microsoft Excel. 

Call Detail Records (CDR) 

Call Detail Records (CDR) include caller and callee numbers, call timestamps, call duration, call state, and related call metadata. 

Retention periods are calculated from the date the record is generated. 

Month 1 to Month 3
CDR data is fully available on the Acefone platform UI with filtering and download capabilities. 

Month 4 to Month 12
CDR data is moved to Archived Data and is no longer available for real-time access on the platform UI. During this period, CDR data is accessible only as batch files through the “Download Archive Report” option. Archived CDR data is provided as monthly CSV files and does not support filters or report creation. 

After Month 12
CDR data is permanently deleted and cannot be retrieved or restored. 

Messaging Detail Records (MDR) 

Messaging Detail Records (MDR) include SMS, WhatsApp, and other messaging transaction records generated through the platform. 

Retention periods are calculated from the date the record is generated. 

Month 1 to Month 3
MDR data is fully available on the platform UI with filters and download options. 

Month 4 to Month 12
MDR data is treated as Archived Data and is available only as batch files through the “Download Archive Report” option. 

After Month 12
MDR data is permanently deleted and cannot be retrieved or restored. 

Video Detail Records (VDR)

Video Detail Records (VDR) include metadata related to video calls and video sessions conducted on the platform. 

Retention periods are calculated from the date the record is generated. 

Month 1 to Month 3
VDR data is fully available on the platform UI with filters and download options. 

Month 4 to Month 12
VDR data is treated as Archived Data and is available only as batch files through the “Download Archive Report” option. 

After Month 12
VDR data is permanently deleted and cannot be retrieved or restored. 

Summary Reports 

Summary reports are reports derived from CDR data, including Agent Performance Reports and Number-wise reports. 

Month 1 to Month 3
Summary reports are available on the platform UI with filtering and download options. 

Month 4 onwards
Summary reports are permanently deleted and are not available on the portal. 

Scheduled summary reports generated on a daily, weekly, or hourly basis are delivered to the customer’s email address as an attachment or their own storage (whichever is applicable) and are not covered by Acefone’s Data Retention Policy. 

Activity Logs 

Activity logs include audit logs, user activity logs, change logs, login and logout events, transcription logs, and related system activity records. 

Activity logs are available on the platform UI for up to 3 months. Activity logs are not archived and are deleted after the retention period expires. 

Service Logs 

Service logs include API logs, webhook logs, API dialplan logs, SMS logs, and email logs, which are primarily used for troubleshooting and system monitoring. 

Service logs are retained for up to 15 days and are not archived. Logs older than this period are permanently deleted. 

Call Recordings 

Call recordings include audio recordings of voice calls. The retention is determined based on the customer’s subscribed plan. Depending on the subscribed plan, call recordings may be retained for 3 months, 6 months, 9 months, or 12 months from the date the recording is generated. Acefone does not provide an option for call recordings retention for > 12 months; in such scenarios, customers are requested to setup their own storage option. 

During the applicable retention period, call recordings are available on the platform via the Call Detailed Records or Archived Call Detailed Records section uptill the subscribed plan’s call recroding retention period.  

Once the subscribed retention period expires, call recordings are permanently deleted and cannot be retrieved or restored. Call recordings are not retained beyond the subscribed plan duration. 

If any customer wishes to transfer the call recordings within the subscribed retention period to a storage location of their choice (SFTP/Azure/AWS s3), One Time Charges may be applicable based on the size of the transfer (in GBs). 

Customer-Provided Own Storage Recordings (BYOS) - SFTP, AWS s3 or Azure Storage 

Customer-Provided SFTP Recordings refer to voice call recordings that customers choose to store on their own SFTP servers or Cloud storage systems (AWS s3/Azure Cloud Storage) instead of retaining them on the Acefone platform. 

Acefone facilitates the transfer of call recordings to the customer-provided SFTP or external storage location immediately after call disconnection and does not retain a copy of the call recording on Acefone’s sotrage infrastructure after successful transfer of call recordings. 

In the event of a failed transfer, Acefone temporarily retains the affected call recordings for up to 14 calendar days solely to allow remediation and retry of the transfer. 

Customers must report any transfer failure and request remediation within this 14-day period. If no retry or request is made within this timeframe, the call recordings are permanently deleted and cannot be recovered or restored. 

After a successful transfer, Acefone does not retain the call recordings, except for the limited temporary retention described above. 

Manual remediation or reprocessing of recordings may incur one-time charges. Customers are responsible for ensuring adequate storage capacity, availability, and access controls on their SFTP or cloud storage systems. 

Data After Service Discontinuation / Account Cancellation 

Upon service discontinuation or account cancellation, all customer data associated with the account enters a deactivation state. 

Customer data remains accessible on the Acefone platform for up to 30 days from the date of deactivation to allow customers to download available records, reports, and data. 

During this period, access is limited and intended solely for data retrieval purposes. 

After the 30-day period expires, portal access is disabled and all remaining customer data is permanently deleted in accordance with this policy, unless retention is required under applicable legal, regulatory, or compliance obligations.