Data Retention Policy
How long we keep lead, call, compliance, and operational data — and how deletion, export, and legal holds work.
1. Purpose
This Data Retention Policy describes how long DialGame.AI stores customer, lead, call, and operational data, and how that data is deleted, anonymized, or exported. It applies to all data processed through the DialGame.AI platform.
2. Customer-Controlled Data
Customers are the controllers of the lead and contact data they upload, dial, and route through DialGame.AI. We act as a processor and retain that data only for as long as the customer's subscription requires and per their configured retention rules.
3. Lead & Contact Records
Default retention: 24 months from the last activity on the record (dial, disposition, status change). Customers on Growth and Enterprise plans may configure retention windows between 30 days and 7 years per campaign.
4. Call Recordings
Default retention: 12 months. Recordings may be retained longer if required by the customer for QA, dispute resolution, or regulatory reasons (e.g., TCPA litigation holds). Customers can configure shorter windows or disable recording per campaign or per state.
5. Call Metadata & Disposition Logs
Retained for 24 months for reporting and analytics. After that window, records are aggregated and de-identified for trend reporting and discarded in raw form.
6. Transcripts & AI QA Scores
Retained alongside the call recording they describe. When a recording is deleted, the associated transcript and QA score are deleted within 7 days.
7. Buyer-Delivery Logs
Posted lead payloads, buyer responses, and delivery receipts are retained for 24 months to support dispute resolution and revenue reconciliation.
8. Compliance Scrubs (DNC, TCPA, State Lists)
Scrub results are retained for 4 years to support a defensible compliance record, consistent with TCPA's 4-year statute of limitations.
9. Consent & Opt-Out Records
Retained for the life of the customer account plus 5 years. Opt-out and revoked-consent records are never deleted while the underlying contact may still be reachable through any customer's campaign.
10. Gamification & Payout Data
Agent performance metrics, coin balances, payout transactions, and leaderboard history are retained for 7 years to support payroll, tax, and audit requirements.
11. Account & Billing Data
User accounts, role assignments, and billing records are retained for the life of the account and for 7 years after termination for tax and accounting purposes.
12. System & Security Logs
Authentication events, admin actions, API access logs, and security events are retained for 13 months to support incident investigation and audit.
13. Backups
Encrypted backups are retained for 35 days on a rolling basis. Data deleted from production may persist in backups for up to that window before being overwritten.
14. Customer-Initiated Deletion
Account administrators can delete individual records, entire campaigns, or recordings from the admin console. Deletions take effect in production within 24 hours and are purged from backups within the 35-day backup window.
15. End-of-Contract Deletion
Within 30 days of contract termination, all customer-controlled data is exported on request (CSV/JSON) and then permanently deleted from production. Compliance scrubs, opt-outs, payout records, and audit logs are retained per the windows above.
16. Data Subject Requests
Customers are responsible for responding to data subject requests from their own contacts. DialGame.AI will assist with locating, exporting, or deleting individual records within 10 business days of a verified customer request.
17. Legal Holds
Where DialGame.AI receives a valid legal hold, retention windows are suspended for affected records until the hold is released.
18. Changes to This Policy
We may update this policy as the platform evolves or as regulations change. Material changes will be communicated to account administrators with at least 30 days' notice.
19. Contact
Questions about retention, deletion, or export? Reach the team via the Contact page or email hello@dialgame.ai.