Who we are
Dialplane (“we”) operates the multi-tenant SaaS API platform reachable at this domain. This Policy explains what data we collect and how we handle it.
Scope
This Policy applies to:
- Customer accounts and their business contacts (admins, billing contacts).
- Data transmitted through the Service on behalf of Customers.
- Usage records we generate while delivering the Service.
- Messages sent to us through the contact form on this website.
Data that passes through Dialplane on behalf of a Customer, such as BroadWorks subscriber configuration or call detail records the Customer administers, is governed by the Customer's own relationship with the data subject. Dialplane processes such data as the Customer's data processor, not its controller.
What we collect and retain
Account data
Database · life of account
- Company name, tenant slug, and BroadWorks server address
- Admin sign-in email, display name, and password (stored as a salted hash)
- API keys in the form
bwb_sk_…, stored as a salted hash. The full key is only visible at issuance - OAuth client registrations
- Billing tier, subscription status, and Stripe customer, subscription, and payment-method IDs
- The BroadWorks admin login IDs you connect, with their scope and status
- A BroadWorks service-account login you choose to save for scheduled jobs, and integration credentials such as a SurgeMail admin login, encrypted with AES-256-GCM
Sessions
Server memory · 30 min, extended on use up to 12 h; OAuth up to 30 days
- Opaque session tokens tied to a Customer's BroadWorks login
- BroadWorks user ID (the identifier you log in with)
- The BroadWorks password you sign in with, encrypted with AES-256-GCM and held only in your session. It is not written to our database
- Refresh tokens stored as hashes and replaced on use (a retry within 10 seconds receives the current token)
OAuth sessions end after 7 days without use, and after 30 days in any case.
Sessions are held in server memory and are cleared when the Service restarts.
Operation audit log
Database · 7 days, or 90 days on OEM plans
- Operation name, source, target, outcome status, timestamp, and tenant, plus, for changes made during a request, the login that made the request and the source IP address where available, the API token identifier where one was used, and the request id
- The parameters of each change (for batch user runs, identifiers only) and, where the operation reads the resource, the BroadWorks configuration before and after it
- Account and security events, such as sign-up, API-key and billing changes, denied access attempts, and call-record uploads with the address they were sent from
Backups and change history
Database · up to 7 years
- Configuration snapshots captured when you run a backup workflow
- A copy of the before-and-after configuration from the audit log
Call detail records
Database · 13 months (3 years on legacy extended-retention plans)
Only when a Customer sends us call detail records. Each record includes:
- Calling, called, and redirecting numbers
- BroadWorks user identifiers, device addresses, and call timestamps
- The original record as received and the address it was sent from
Trunk-usage data derived from these records is kept for up to 36 months. It holds the trunk name, call IDs, call times, and direction, with no phone numbers.
BroadWorks event log
Database · life of account
- Events your BroadWorks system sends to Dialplane, with passwords and other known secrets removed
Usage metering
Database · 13 months
- Daily counts of MCP tool calls, REST API calls, and OAuth token issuances
- Counts are scoped per tenant per day; no payload content is retained
Contact form
Emailed to our team · not stored in our database
- Your name, work email, company, company size, area of interest, optional phone number, and message
- The page you submitted from and your browser user agent
- A fingerprint of your email, kept for 12 hours to block duplicates
Operational logs and abuse prevention
Application server
- Request metadata (request ID, timestamp, tenant, signed-in user ID, status, and latency) and event messages, such as the company name on a contact-form submission, used for debugging and security
- Your IP address and browser user agent, used in server memory to rate-limit requests and to flag shared or compromised logins. For these purposes they are held for minutes and are not written to our database. Two exceptions keep the IP address: the operation audit log stores the source IP of each request it records, for the audit log retention period (7 days, or 90 days on OEM plans), and call records keep the address they were uploaded from, as described above.
What we do not collect
- Credit card numbers, which Stripe stores
- Analytics, advertising, or tracking data
How we use data
Dialplane uses the data listed above to:
- Authenticate you and authorize your operations
- Relay your BroadWorks commands to the BW server you designate
- Provide the audit, backup, and call-analytics features you use
- Bill you per your subscription
- Send account email, such as sign-up verification codes
- Detect abuse, debug incidents, and secure the platform
- Measure and report usage back to you
We do not sell data. We do not use Customer Data to train machine-learning models. We do not share Customer Data with third parties except the sub-processors listed below, and then only to the extent necessary to deliver the Service.
Sub-processors
| Provider | Purpose | Data handled |
|---|---|---|
| DigitalOcean, LLC | Application and database hosting | All Customer Data at rest and in transit |
| Stripe, Inc. | Payment processing | Billing contact and payment instrument |
| Resend | Transactional email | Recipient addresses, verification codes, contact-form messages |
| Cloudflare, Inc. | DNS and inbound email routing | Email you send to our @dialplane.com addresses |
We notify Customers of material sub-processor changes with 30 days' notice.
Where data is processed
Dialplane stores and processes data in the United States (DigitalOcean, New York). If you use the Service from outside the United States, your data is transferred to the United States.
Security
- AES-256-GCM encryption for stored BroadWorks and integration credentials
- HTTPS for all traffic between you and Dialplane
- Connections from Dialplane to your BroadWorks server use the protocol you configure; we recommend TLS
- API keys, refresh tokens, and sign-in passwords stored only as hashes
- Short-lived sessions and rotating refresh tokens
- Customer access is scoped to its own tenant; only authorized Dialplane staff and internal maintenance jobs work across tenants
- Per-tenant and per-IP rate limiting
No system is perfectly secure. Report suspected vulnerabilities to support@dialplane.com.
Data subject rights
Account admins, billing contacts, and anyone who writes to us are the people Dialplane deals with directly. They may request:
- A copy of their own contact data
- Correction of inaccurate data
- Deletion of their contact data (the Customer account may continue under a replacement contact)
For data that Dialplane processes on behalf of a Customer (for example, BroadWorks subscriber data or call detail records), the data subject should contact the Customer directly; Dialplane assists the Customer in responding where contractually required.
Retention
- Account data and the BroadWorks event log: life of account
- Usage metering: 13 months
- Sessions: 30 minutes, extended on use up to 12 hours; OAuth sessions end after 7 days without use, and after 30 days in any case
- Audit log: 7 days, or 90 days on OEM plans
- Backups and change history: up to 7 years
- Call detail records: 13 months, or 3 years on legacy extended-retention plans; derived trunk-usage data up to 36 months
- Contact-form messages: kept in our team mailbox, not in the Service
When an account closes, the Customer may ask us to delete its data. We delete it except where the law requires us to keep it. Our payment processor keeps its own billing records under its own policy.
Breach notification
Dialplane will notify affected Customers of any confirmed personal-data breach affecting their account without undue delay, and within any timeframe the law requires.
Changes to this Policy
Material changes to this Policy are notified at least 30 days before they take effect via email or a dashboard notice.
This version takes effect October 15, 2026 and replaces the October 6, 2026 version.
Contact
Privacy, legal, and security questions: support@dialplane.com