GDPR: how AlloVet handles your clinic's data
AlloVet stores your clinic's data in Germany, at Hetzner (EU). During the call, the voice is processed in real time by Azure OpenAI (Microsoft), in Sweden (EU). Here is what we store, who processes it and for how long.
Who does what
Your clinic is the data controller for its clients' data. AlloVet, published by Fennec Lab SAS, is its processor: we process this data on the clinic's behalf, following its instructions.
For browsing data on this site and portal accounts, Fennec Lab SAS is the data controller. See our privacy policy.
The data we process
- Audio recordings of calls
- Call transcripts and summaries
- The caller's phone number
- The client's name, and the pet's name and species, when given during the call
- Appointments booked by the assistant
- Portal user account data (name, email)
Hosting
The application, database and recordings are hosted by Hetzner Online GmbH in Germany (European Union). Call recordings are off by default.
During the call, the voice is processed in real time by Azure OpenAI, Microsoft's service, in the Sweden Central region (EU). A data processing agreement (DPA) covers this processing. Calls are routed by Twilio through its Ireland (EU) data centre.
Our subprocessors
A subprocessor is a company that processes data for us, for one specific task. Here is the full list.
Hetzner Online GmbH
- Role
- Hosting of the application, database and recordings
- Location
- Germany (EU)
- Safeguard
- Hosting in the EU
Microsoft (Azure OpenAI)
- Role
- Real-time voice processing: understanding and answers of the assistant
- Location
- Sweden (EU)
- Safeguard
- Data processing agreement (DPA) and processing in the EU
Twilio
- Role
- Telephony: routing calls
- Location
- Ireland (EU)
- Safeguard
- Data processing agreement and standard contractual clauses
Stripe
- Role
- Subscription payments
- Location
- Ireland (EU) and United States
- Safeguard
- Data processing agreement and standard contractual clauses
Google
- Role
- Google Calendar, only if you connect it
- Location
- United States and EU
- Safeguard
- Data processing agreement and standard contractual clauses
Cloudflare
- Role
- Delivery and protection of this website
- Location
- Global network
- Safeguard
- Data processing agreement and standard contractual clauses
| Company | Role | Location | Safeguard |
|---|---|---|---|
| Hetzner Online GmbH | Hosting of the application, database and recordings | Germany (EU) | Hosting in the EU |
| Microsoft (Azure OpenAI) | Real-time voice processing: understanding and answers of the assistant | Sweden (EU) | Data processing agreement (DPA) and processing in the EU |
| Twilio | Telephony: routing calls | Ireland (EU) | Data processing agreement and standard contractual clauses |
| Stripe | Subscription payments | Ireland (EU) and United States | Data processing agreement and standard contractual clauses |
| Google Calendar, only if you connect it | United States and EU | Data processing agreement and standard contractual clauses | |
| Cloudflare | Delivery and protection of this website | Global network | Data processing agreement and standard contractual clauses |
Retention
- Call audio recordings (off by default, on at your request): 14 days, then deleted.
- Transcripts and summaries: kept while the clinic uses the service, deleted on request.
No training on your data
We do not use your clinic's data to train AI models. Data sent to Azure OpenAI is not used to train the models.
Data processing agreement
We sign a data processing agreement (DPA) with every clinic that asks for one. Email us to receive it.
Getting your data back
You can ask for an export of your data at any time, including at the end of your subscription. We send it to you in a standard format.
People's rights
The clinic's clients exercise their rights (access, correction, deletion, objection) with the clinic. We help the clinic answer them.
Data protection contact (DPO): [email protected].
A question about your data? Email us: [email protected]
Data questions
Does all data stay in the EU?
Stored data (application, database, recordings) stays in Germany, at Hetzner. During the call, the voice is processed in real time by Azure OpenAI (Microsoft) in Sweden (EU), under a data processing agreement. Call recordings are off by default.
Is AlloVet HDS or ISO 27001 certified?
No. AlloVet has neither HDS (French health data hosting) certification nor ISO 27001 certification.
How long do you keep recordings?
Recording is off by default. When you turn it on, files are kept for 14 days, then deleted.
How do I get the data processing agreement?
Email us at [email protected]. We send it to you for signature.
Want to hear the assistant with your clinic's instructions?
Book a 30-minute demo, or ask for a free one-month test.