Privacy Policy

Effective June 1, 2026

This Privacy Policy explains how MultiTEL LLC ("MultiTEL," "we," "us," or "our") collects, uses, discloses, retains, and protects information when individuals, businesses, communications providers, resellers, and their authorized users access MultiTEL websites, portals, applications, APIs, mobile/eSIM, voice, messaging, hosted PBX, number, and related communications services (collectively, the "Services").

This Policy applies both when MultiTEL provides retail service directly to a subscriber and when MultiTEL supports a communications provider or reseller that serves downstream subscribers. The information MultiTEL possesses and its role in processing that information differ between those relationships.

1. Information we collect

Depending on the Service, account profile, relationship, and use case, MultiTEL may collect the following categories of information.

Account and contact information

Name, username, email address, telephone number, postal and service addresses, date of birth or age information, organization, job title, authorized users, support contacts, account number, language, and communication preferences.

Identity, verification, and account-classification information

Government-issued identification and verification results, tax or business identifiers, formation and ownership information, beneficial owners, authorized representatives, payment and fraud signals, account relationships, intended use cases, Personal/Consumer, Business/A2P, or Communications Provider/Reseller classification, eligibility decisions, Brand and Campaign records, KYC documentation, approval history, and enforcement records.

Mobile, eSIM, SIM, and device information

ICCID, IMSI, EID, eSIM UID and profile identifiers, assigned telephone numbers, device and application identifiers, device type, operating system, network, roaming and activation status, IP address, authentication information, data usage, and related provisioning and diagnostic records. Precise device location is collected only where a Service requires it, the user enables it, or law permits or requires it; network records may indicate an approximate location.

Emergency-service and service-location information

Registered 911 or other emergency-service addresses, dispatchable location information, service addresses, location-validation results, emergency-service provisioning status, and records necessary to route emergency communications or comply with emergency-service obligations.

Communications and network information

Calling and called numbers, messaging sender and recipient numbers, date, time, duration, routing, delivery, error, network, feature, technical configuration, type, destination, location, amount of use, and billing information. This may include Customer Proprietary Network Information ("CPNI") protected under applicable communications law. MultiTEL may process message content, voicemail, recordings, media, or other communications where necessary to provide an enabled Service, at the user's direction, or as permitted by law. Content retention depends on the Service and configuration.

Payment and transaction information

Billing name and address, payment method type and token, transaction identifiers, balances, invoices, tax treatment, payment status, disputes, refunds, and fraud-screening results. Full payment-card details are generally handled by payment processors rather than stored directly by MultiTEL.

Application, API, portal, and website information

Login and authentication events, API requests and responses, IP addresses, browser and device information, cookies, session identifiers, pages and features used, webhook and notification logs, application errors, security events, and audit records. API access eligibility, approved services, use cases, roles, credentials, and restrictions are also recorded.

Contacts and address books

If a user grants an application permission, MultiTEL may access contact names, telephone numbers, email addresses, organizations, postal information, birthdays, and other fields supplied by the device. Contacts are used to provide requested address-book, calling, messaging, presence, or quick-dial functions. Permissions can be withdrawn through the device or application settings.

Support, compliance, and other information

Support requests, call recordings where disclosed, correspondence, complaints, opt-outs, abuse reports, consent evidence, legal requests, survey responses, and other information a Customer or user provides.

2. Sources of information

We collect information directly from Customers and users; automatically from devices, applications, websites, APIs, and communications networks; from payment, identity-verification, fraud-prevention, carrier, registry, emergency-service, and other service providers; from a Customer's authorized administrator or provider/reseller; and from public or governmental sources where permitted.

3. Direct subscribers and downstream subscribers

When MultiTEL provides service directly to a Personal/Consumer or Business subscriber, MultiTEL generally maintains the subscriber account and may possess identity, contact, billing, mobile/eSIM, SIM, emergency-address, usage, and service records associated with that subscriber.

When a communications provider or reseller is MultiTEL's direct Customer, that provider generally controls its downstream subscriber relationship. MultiTEL may possess the provider's account information and network or service records, plus limited downstream information submitted for provisioning, registration, routing, support, security, emergency services, or legal compliance. The provider's privacy policy also applies to its collection and use of downstream-subscriber information.

4. How we use information

MultiTEL uses information to:

• create, verify, classify, provision, authenticate, and administer accounts and Services;
• activate and manage numbers, mobile/eSIM and SIM profiles, voice, messaging, PBX, APIs, and emergency services;
• route, deliver, troubleshoot, support, meter, and bill communications and data usage;
• perform KYC, account, Brand, Campaign, sender, use-case, eligibility, and credit review;
• detect and prevent fraud, spam, abuse, account takeover, security incidents, policy violations, and unlawful traffic;
• monitor metadata, content indicators, complaints, and traffic patterns as permitted by law;
• maintain consent, approval, security, complaint, and enforcement records;
• improve reliability, accessibility, features, customer support, and user experience;
• send service, security, billing, legal, and policy notices and permitted communications-related offers;
• comply with law, legal process, regulatory reporting, carrier and registry requirements, and emergency requests; and
• establish, exercise, or defend legal claims and enforce agreements.

5. How we disclose information

MultiTEL may disclose information as reasonably necessary to:

• carriers, messaging providers, number administrators, registries, roaming and mobile-network partners, emergency-service providers, cloud providers, identity and fraud vendors, payment processors, support vendors, and other processors that help provide or secure the Services;
• a Customer's administrators, authorized users, communications provider, reseller, or integration according to account permissions and the service relationship;
• recipients and other parties necessary to complete a communication or requested transaction;
• courts, regulators, law enforcement, emergency authorities, or other parties when required or permitted by law or valid legal process;
• protect Customers, users, MultiTEL, carriers, networks, or the public from fraud, abuse, security threats, or harm;
• complete a financing, merger, acquisition, reorganization, sale, or transfer, subject to appropriate safeguards; or
• carry out another purpose with the Customer's or user's direction or consent.

MultiTEL does not sell personal information for money and does not use personal information for third-party targeted advertising. Service providers may process information only for contracted purposes and applicable legal obligations.

6. CPNI and communications privacy

MultiTEL protects CPNI and other communications-related information as required by applicable law. CPNI can include information about the quantity, technical configuration, type, destination, location, and amount of use of telecommunications service and information appearing on telephone-service bills. MultiTEL may use CPNI without additional approval to provide and bill for the service from which it is derived, protect users and networks, and perform other uses permitted by law. Other uses or disclosures may require notice, authentication, or Customer approval.

See the CPNI Notice for additional information and choices.

7. Google OAuth and connected services

When a user authorizes a Google or other third-party integration, MultiTEL uses access tokens and retrieved data only to provide the requested integration, secure it, and comply with law. Tokens are protected and are not the user's third-party password. Users may revoke access through the connected service. Google user data is not used to train generalized artificial-intelligence or machine-learning models and is handled subject to applicable Google API policies.

8. Cookies and analytics

MultiTEL uses cookies and similar technologies for authentication, security, preferences, session continuity, performance, and analytics. Browser controls can restrict cookies, but doing so may prevent portions of the Services from functioning.

9. Retention

Information is retained for as long as reasonably necessary to provide Services, administer accounts, meet billing and tax obligations, preserve consent and approval evidence, support emergency and number obligations, prevent fraud, resolve disputes, comply with legal and carrier requirements, and enforce agreements. Retention varies by data type, Service, jurisdiction, configuration, and legal hold. MultiTEL deletes or de-identifies information when it is no longer reasonably needed, subject to backups and lawful retention duties.

10. Security

MultiTEL uses reasonable administrative, technical, and physical safeguards designed to protect information, including access controls, authentication, encryption where appropriate, monitoring, and incident response. No network, transmission, or storage method is completely secure. Customers must protect credentials, devices, applications, and downstream-user access and promptly report suspected compromise.

11. Choices and rights

Users may update account information and communication preferences through available account controls or by contacting MultiTEL. Depending on location and applicable law, individuals may have rights to request access, correction, deletion, portability, restriction, or information about processing. MultiTEL may authenticate a request, retain information where legally required, and direct downstream subscribers to the provider or reseller that controls their account.

CPNI choices apply as described in the CPNI Notice. Marketing opt-outs do not prevent security, billing, emergency, legal, or service communications.

12. Children

MultiTEL accounts must be established by an adult. The Services are not directed to children under 13, and MultiTEL does not knowingly collect personal information directly from a child under 13 without legally sufficient authorization. A responsible adult administering a family service must provide any required consent and controls.

13. International processing

MultiTEL and its providers may process information in the United States and other countries where networks, providers, or Customers operate. Privacy protections and lawful-access rules may differ by country. MultiTEL applies contractual, technical, and organizational safeguards as appropriate to the processing.

Where EU or UK data-protection law applies, additional information about MultiTEL's roles, lawful bases, transfers, individual rights, complaints, and representatives appears in the EU/UK Privacy Supplement.

14. Changes and contact

MultiTEL may update this Policy. Material changes will be posted with an effective date and additional notice where required. Questions or privacy requests may be sent to:

MultiTEL LLC
4103 Oak Tree Cir
Rochester, Michigan 48306, United States
Email: legal@multitel.net
Telephone: +1 888-686-8581