Privacy policy

1. Who we are

CommunicationOS BV is a Belgian company registered at Hoveniersstraat 30, 2018 Antwerp, Belgium. In this policy, we means CommunicationOS BV and you means the organisation holding a CommunicationOS workspace, along with the people who log into it.

Questions about this policy go to [email protected]. Our Data Protection Officer reads that address.

2. What this policy covers

This policy covers the CommunicationOS product, the marketing website, our open source SDK and the MCP servers we publish. It also covers the personal data inside the messages you connect, although for that data you are the controller and we are the processor. The split is written out in the data processing addendum.

3. The data we hold

3.1 Account data

Names, work email addresses, hashed passwords or federated identity subject identifiers, workspace role, the identity provider you use, and second factor enrolment records. We need this to give people accounts and to keep other people out of them.

3.2 Message content

Once you connect an account, we receive and store the messages that flow through it. That includes the body text, attachments, images, voice notes and their transcripts, sender and recipient identifiers, phone numbers, group membership, timestamps, read receipts and reaction events. On the networks that give us delivery metadata, we store that too.

We store this because storing it is the product. A search across ten years of history requires ten years of history. If you do not want a given channel indexed, do not connect it, or set a retention rule that purges it on a schedule you choose.

3.3 Technical and usage data

IP addresses, user agent strings, request paths, latencies, error traces, feature usage counters and the entries in your audit log. Audit entries are kept for seven years because customers in regulated trades need them for that long.

3.4 Billing data

Company name, billing address, VAT number, billing contact, invoice history and a payment token held by Stripe. We never see or store a full card number.

3.5 What we do not collect

• No advertising identifiers, no cross-site tracking pixels and no third-party analytics on the product. The marketing website runs no analytics at all.
• No location data beyond the country we can infer from an IP address for security alerts.
• No special category data by design. If your messages contain it, see section 5.

4. How we use it

We process the data above for these purposes and no others:

• Running the product: delivering, indexing, searching and sending messages.
• Running the AI features you switch on: summaries, classification, transcription, translation, commitment extraction and drafting.
• Security: detecting abuse, rate limiting, investigating an incident.
• Support: answering a ticket, which sometimes means reading a specific thread.
• Billing and tax records.
• Product email about releases, incidents and changes to this policy.

We do not sell personal data. We do not share it with advertisers or data brokers. There is no arrangement under which a third party receives your messages in exchange for money or services.

4.1 Support access

A support engineer can open a specific thread only after a workspace administrator grants time-boxed access, and every read is written to your audit log with the engineer's name. Access expires after 24 hours on its own.

5. AI processing and model training

We do not train any shared model on your messages. There is no pooled corpus. A model that serves another customer has never seen your data.

PersonaLearn works by fitting a small adapter on the messages one person has sent. That adapter belongs to that person's account inside your tenant, it is encrypted with your tenant key, and switching PersonaLearn off deletes it. It is never sent to a third-party model provider for training.

Summaries, classification and translation call a model provider listed in section 6. Those calls run under a zero retention agreement, meaning the provider processes the text to return a result and keeps nothing. Voice transcription, media understanding and the search index run on hardware we operate in Frankfurt and involve no third party.

If your messages contain special category data under Article 9, that is a consequence of your business, not a design choice on our side. The security controls in section 9 apply to it the same way, and you can restrict which people in your workspace can read a channel at all.

6. Subprocessors

These vendors process data on our behalf. Account owners receive an email 30 days before we add one, which gives your security team time to review it or object in writing.

The current list also lives on the security page with the categories of data each vendor reaches.

7. Where the data sits

Primary storage is Frankfurt or Amsterdam, and you pick which one when the workspace is created. Backups write to the other European region. Nothing is replicated to a server outside the European Union in the default configuration, and the two vendors in section 6 established outside the EU are either restricted to an EU inference region or switched off until you enable them.

Enterprise customers run the whole stack in their own infrastructure, in which case we hold no message content at all.

8. How long we keep it

When you close a workspace you get 30 days to export. After that we delete the live data within seven days, and the deletion works through backup copies within 14 days. A legal hold you have placed on a thread survives a purge rule until you lift it.

9. Security

TLS 1.3 in transit, AES-256-GCM at rest, per-tenant data keys under a rotating KMS root key, mandatory two-factor authentication, private database subnets, break-glass approval for production access and an append-only audit log. The detail, including our recovery objectives and the certifications, is on the security page.

10. Your rights

If you hold an account, you can ask us to show you the personal data we hold about you, correct it, delete it, restrict how we use it, or hand it over in a portable format. Write to [email protected] and we answer within 30 days, usually within five working days.

If you are a customer of one of our customers and you want a message deleted, we cannot act on that ourselves. We are the processor. Contact the company you were messaging and they can do it inside their workspace in a few clicks. The mechanics are covered on the GDPR page.

You can complain to the Belgian Data Protection Authority, Drukpersstraat 35, 1000 Brussels, or to the supervisory authority where you live.

11. Cookies

The product sets one session cookie so you stay logged in, and one preference cookie that remembers your interface settings. Both are strictly necessary, so there is no consent banner to click. The marketing site sets nothing.

12. Changes

We email account owners at least 30 days before a change that reduces your rights or widens what we process, and the date at the top of this page always shows the current version. Older versions are available on request.

13. Contact

CommunicationOS BV, Hoveniersstraat 30, 2018 Antwerp, Belgium.
Privacy and DPO: [email protected]
Security reports: [email protected]