Privacy Policy

This privacy policy explains how Sonar collects, uses, and protects personal data. It covers visitors to our website, people who contact us, people who apply for a job with us, and individuals whose personal data we handle in the course of providing our services.

Topics:

• What data do we collect?
• How do we collect your data?
• How will we use your data?
• Recorded calls
• Text messages
• Sharing with event partners
• How do we store your data?
• Marketing
• What are your data protection rights?
• What are cookies?
• How do we use cookies?
• What types of cookies do we use?
• How to manage your cookies
• Tracking/marketing pixels
• Privacy policies of other websites
• Changes to our privacy policy
• How to contact us
• How to contact the appropriate authority

What data do we collect?

Sonar collects the following data:

• Personal identification information (name, email address, phone number, and similar details).
• Device and usage information, such as your IP address, browser and device characteristics, operating system, language preferences, referring URLs, device name, country, location, and information about how and when you use our website.
• Audio recordings of calls to and from our support lines, and the associated call details such as the number dialled, the date, the time, and the duration.
• Recruitment information, including the details in your application and, where you have agreed to it, your mobile number for text messages about your application.

How do we collect your data?

You directly provide Sonar with most of the data we collect. We collect and process data when you:

• Register on our website or express an interest in obtaining information about us or our products and services.
• Voluntarily complete a customer survey or provide feedback on any of our message boards or forums, or by email.
• Participate in activities on our website, such as posting messages in our online message boards or forums, or entering competitions, contests, or giveaways.
• Use or view our website via your browser’s cookies.
• Call our support lines, or receive a call from them.
• Apply for a job with us.

Sonar may also receive your data indirectly. For example, we may collect information about you through our co-marketing partnerships, where you sign up for a webinar or download a white paper published by a co-marketing partner or by Sonar.

How will we use your data?

Sonar collects your data so that we can:

• Process your order and manage your account.
• Email you with special offers on other products and services we think you might like.
• Communicate with you about our products or services.
• Improve and develop our products and services.
• Promote and market our products and services in accordance with your communication preferences.
• Provide, review, and improve customer support, including through the recorded calls described below.

When Sonar processes your order, it may send your data to, and use the resulting information from, credit reference agencies to prevent fraudulent purchases.

Recorded calls

Calls to and from Sonar support lines are recorded. An announcement at the start of each call states that recording is taking place and why. On calls you make to us, it plays before you reach an agent and before recording begins. On calls we make to you, the agent gives it as their opening line.

Why we record. Recordings are used for quality assurance, training our support team, and holding an accurate record where there is a dispute about what was said on a call. We rely on our legitimate interests in operating a support function to a consistent standard. Where Canadian privacy law applies, we rely on your consent, given by continuing with the call after the announcement.

If you do not want to be recorded. Tell the agent at any point during the call and recording will be stopped, and anything recorded before you asked will be deleted. You can also ask us to delete a recording after the call. Neither affects the support you receive.

How long we keep recordings. Thirty days, after which they are deleted automatically. Recordings are not included in our backups, so once deleted no copy remains. Where a recording is needed for a dispute or legal proceedings, it may be retained for longer.

Who can access recordings. Two named members of our support leadership team. Agents cannot play back recordings, including their own.

Your rights. You can ask for a copy of a recording of your own call, ask us to delete it, or object to being recorded. See "What are your data protection rights?" below.

Text messages

Where you have given us your mobile number and agreed to be contacted by text, we may send you text messages, for example about a job application you have made to Sonar.

No mobile data will be shared with third parties/affiliates for marketing or promotional purposes.

Mobile numbers are used only to send the messages you have agreed to receive, and are shared only with the service providers that deliver those messages on our behalf.

Sharing with event partners

When you register for a Sonar webinar or event run with partners, we ask separately whether you are happy for us to share your registration details with those partners. The partners are named on the registration form at the time you register.

If you agree, we share your name, email address, company, and job title with the partners named on that form, so they can contact you about the event and about products and services relevant to broadband operators. We do not share your phone number with them. Each partner handles your information under its own privacy policy and is responsible for its own use of it.

If you do not agree, you can still register. We share only aggregate attendance reporting with partners, such as totals by role, company type, and company size, and only where enough people fall into a category for the figures not to identify anyone.

You can change your mind at any time. Unsubscribe directly from any partner, or email privacy@sonar.software and we will ask them to remove your details. To tell us not to share your details with event partners at all, including in future, email privacy@sonar.software.

How do we store your data?

Sonar securely stores your data within Microsoft Azure, DigitalOcean, and Amazon Web Services data centers in the USA and Canada. Our cloud service platforms meet a broad set of international and industry-specific compliance standards, and rigorous third-party audits verify their adherence to the strict security controls these standards mandate.

Data is stored in regional data centers designed to protect mission-critical systems with fully redundant subsystems and compartmentalized security zones. Our cloud data centers adhere to strict physical security measures, including multiple layers of authentication for server area access, two-factor biometric authentication for critical areas, camera surveillance at key internal and external entry points, and monitoring by dedicated security personnel at all times.

Sonar will keep your financial data for six years and your marketing data for two years. Call recordings are kept for thirty days, as set out above. Once the applicable period has expired, we delete the data by removing it from our databases and backups.

Marketing

Sonar would like to send you information about products and services. If you have agreed to receive marketing, you may always opt out at a later date.

You have the right at any time to stop Sonar from contacting you for marketing purposes. If you no longer wish to be contacted for marketing purposes, please contact privacy@sonar.software.

What are your data protection rights?

Sonar would like to make sure you are fully aware of all of your data protection rights. Every user is entitled to the following:

The right to access - You have the right to request that Sonar provide you with copies of your personal data. There is no charge for this, unless a request is manifestly unfounded or excessive.

The right to rectification - You have the right to request that Sonar correct any information you believe is inaccurate. You also have the right to request that Sonar complete information you believe is incomplete.

The right to erasure - You have the right to request that Sonar erase your personal data, under certain conditions.

The right to restrict processing - You have the right to request that Sonar restrict the processing of your personal data, under certain conditions.

The right to object to processing - You have the right to object to Sonar’s processing of your personal data, under certain conditions.

The right to data portability - You have the right to request that Sonar transfer the data we have collected to another organization, or directly to you, under certain conditions.

If you make a request, we will respond within thirty days. If you would like to exercise any of these rights, please contact us at privacy@sonar.software, call us on 780-900-1180 (Canada) or 702-447-1247 (US), or write to us at 2045 W Grand Ave Ste B PMB 70379, Chicago, Illinois 60612-1577, US.

What are cookies?

Cookies are text files placed on your computer to collect standard internet log information and visitor behaviour information. When you visit our website, we may collect information from you automatically through cookies or similar technology. For further information, visit allaboutcookies.org.

How do we use cookies?

Sonar uses cookies in a range of ways to improve your experience on our website, including keeping you signed in and understanding how you use our website.

What types of cookies do we use?

Functionality - Sonar uses these cookies so that we recognise you on our website and remember your previously selected preferences. These could include your preferred language and your location. A mix of first-party and third-party cookies is used.

Advertising - Sonar uses these cookies to collect information about your visit to our website, the content you viewed, the links you followed, and information about your browser, device, and IP address. Sonar sometimes shares limited aspects of this data with third parties for advertising purposes, and may share online data collected through cookies with our advertising partners. This means that when you visit another website, you may be shown advertising based on your browsing patterns on our website.

How to manage cookies

You can set your browser not to accept cookies, and the website above tells you how to remove cookies from your browser. In a few cases, some of our website features may not function as a result.

Tracking pixels

Tracking pixels, also known as marketing pixels, are used to track user behaviours, site conversions, web traffic, and other metrics, similar to a cookie.

Sonar uses the following tracking pixels: Google Analytics and Tag Manager, Google Ads, email services, HubSpot, Salesforce, Facebook, LinkedIn, Reddit, and YouTube.

Privacy policies of other websites

The Sonar website contains links to other websites. This privacy policy applies only to Sonar, so if you click on a link to another website, you should read their privacy policy.

Changes to our privacy policy

Sonar keeps its privacy policy under regular review and places any updates on this web page. This privacy policy was last updated on the date shown at the top of this page.

How to contact us

If you have any questions about Sonar’s privacy policy, the data we hold on you, or you would like to exercise one of your data protection rights, please do not hesitate to contact us.

Email us at privacy@sonar.software.

Call us on 780-900-1180 (Canada) or 702-447-1247 (US).

Or write to us at 2045 W Grand Ave Ste B PMB 70379, Chicago, Illinois 60612-1577, US.

How to contact the appropriate authority

If you wish to make a complaint, or you feel Sonar has not addressed your concern satisfactorily, you can contact the regulator for your location.

• Canada. Office of the Privacy Commissioner of Canada, priv.gc.ca, 1-800-282-1376.
• Quebec. Commission d’accès à l’information du Québec, cai.gouv.qc.ca.
• United Kingdom. Information Commissioner’s Office, ico.org.uk, 0303 123 1113.
• European Union. The supervisory authority in the member state where you live or work. A list is published by the European Data Protection Board at edpb.europa.eu.