Trust is also part of the product
Our AI agents talk to your customers by phone, WhatsApp and web. Here is how we protect their data, our policies and who to write to if something worries you.
Our commitments, in short
Encryption in transit and at rest
In transit with TLS 1.2+ and at rest with AES-256.
Certified infrastructure
Built on providers certified SOC 2 Type II / ISO 27001.
Least access, with MFA
Mandatory multi-factor authentication and least-privilege access.
We tell you fast
Incident notice: preliminary within 24 h, final within 72 h.
No surprises with vendors
30 days’ notice before a new sub-processor, with the right to object.
We protect the platform and how we work
Infrastructure
- Data encrypted in transit (TLS 1.2+) and at rest (AES-256).
- Cloud on AWS, mainly us-east-1; replication to other regions for enterprise customers.
- Redundant telephony: Twilio, with Vonage as an alternate provider.
- 99.5% availability with service credits (SLA).
Organization
- Mandatory multi-factor authentication and least-privilege access.
- Incidents: preliminary notice within 24 h and final within 72 h.
- 30 days’ notice before adding or changing a sub-processor, with the right to object.
- AI transparency: how the agents work, their limits and the no-training policy.
All in writing
Who helps us run, and what for
We give 30 days’ notice before adding or changing one, and you can object within 15 days.
Twilio
Telephony and voice connectivity
United States (several regions)
Call routing, numbers and call metadata
Vonage (Ericsson)
Alternate telephony (redundancy)
United States / global
Call routing, numbers and call metadata
OpenAI
Language models for the agents
United States
Transcripts, configuration and conversation context
Anthropic
Alternate language models
United States
Transcripts, configuration and conversation context
Amazon Web Services
Cloud, storage and hosting
United States (us-east-1)
Recordings, transcripts, configuration and platform logs
Something on your mind? Write to us
Fonema is the trade name of two companies in the same group: Fonología, S.A. de C.V. (Mexico; contracting entity for customers in Mexico and controller of the site’s data) and Fonema Inc. (Delaware, USA; contracting entity for customers in the United States). Which one applies depends on where you contract, per Annex D of the MSA.
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