Our commitment: We never sell your personal information. We never share it for marketing purposes. We use the information you provide solely to deliver our services and communicate with you.
Introduction
Viatel Communications (“Viatel,” “we,” “our,” or “us”) is committed to protecting the privacy of our clients, their patients or customers, and all individuals whose information we handle in the course of delivering our professional answering services.
This Privacy Policy describes:
- What information we collect
- How we use that information
- How we protect and retain it
- Your rights regarding your information
- How to contact us with questions or requests
By using our services or submitting information through our website, you agree to the practices described in this Privacy Policy. This policy was last updated on April 1, 2026.
Information We Collect
We collect information in several ways and across several contexts:
A. Client Contact Information
When businesses sign up for or inquire about our services, we collect:
- Business name, contact name, email address, and phone number
- Billing information (processed securely through our payment processor — Viatel does not store full card numbers)
- Business address and industry type
B. Call Data
In the course of answering calls on behalf of clients, we collect and process:
- Caller name and phone number
- Nature and reason for the call
- Date, time, and duration of the call
- Information provided by the caller during the call
- Messages and call summaries delivered to clients
C. Appointment Information
When scheduling appointments on behalf of clients, we may collect:
- Caller identity and contact details
- Requested appointment date, time, and provider
- Brief reason for appointment (as required by client protocols)
D. Website Information
When you visit our website, standard web server logs and analytics tools may collect:
- IP address and browser type
- Pages visited and time on site
- Referring URLs
- Form submissions (such as contact or lead capture forms)
E. Protected Health Information (PHI)
For healthcare clients, the information we handle may constitute PHI under HIPAA. All PHI is handled in accordance with our HIPAA & Data Protection Policy and the Business Associate Agreement (BAA) in place with each healthcare client.
How We Use Your Information
Information collected by Viatel Communications is used for the following purposes:
- Service Delivery: Answering calls, taking messages, scheduling appointments, and managing communications on your behalf.
- Client Communication: Delivering messages, summaries, reports, and operational updates to our clients.
- Account Management: Managing billing, renewals, plan changes, and client support.
- Quality Assurance: Reviewing calls and interactions to maintain and improve service quality.
- Legal Compliance: Meeting our legal and regulatory obligations, including HIPAA requirements.
- Website Improvements: Analyzing website usage to improve our online presence.
We do not use your information for marketing to third parties, data brokering, advertising targeting, or any purpose not described above.
HIPAA and Healthcare Clients
When we act as a Business Associate for healthcare Covered Entities, Protected Health Information is handled strictly in accordance with our BAA and HIPAA regulations. We do not use PHI beyond what is necessary to perform our contracted services.
For full details of our HIPAA practices, please review our HIPAA & Data Protection Policy.
Call Recording
Calls handled through our service may be recorded. Where required by law, callers are notified of recording at the start of the call. Recordings are:
- Stored securely on HIPAA-compliant systems
- Accessible only to authorized personnel
- Retained per our data retention schedule and BAA requirements
- Never shared with unauthorized parties
How We Share Information
Viatel Communications does not sell or rent personal information to any third party. We share information only in the following limited circumstances:
- With You (our Client): Messages, call summaries, appointment data, and reports are delivered to you as part of our service.
- With Service Providers: We use third-party vendors (such as Zoho CRM, Dialpad, RingRX, and Microsoft 365) who process data on our behalf under contractual data protection agreements and, where applicable, BAAs.
- When Required by Law: We may disclose information when required to do so by valid legal process, court order, or applicable law.
- To Protect Rights: We may disclose information to protect the safety, rights, or property of Viatel Communications, our clients, or others as permitted by law.
Data Security
We implement and maintain appropriate technical and organizational security measures to protect information from unauthorized access, disclosure, alteration, or destruction. These measures include:
- Encryption of data in transit (TLS 1.2+) and at rest
- Role-based access controls and multi-factor authentication
- Regular security assessments and staff training
- Audit logging and access monitoring
- Incident response procedures
No method of transmission over the internet or electronic storage is completely secure. While we take reasonable precautions, we cannot guarantee absolute security.
Data Retention
We retain personal information for as long as necessary to fulfill the purposes for which it was collected, or as required by applicable law. In practice:
- Active client information is retained throughout the duration of our relationship and for a reasonable period afterward to handle billing, disputes, or legal matters.
- Call recordings and message logs are retained per our BAA terms and any applicable state law, generally a minimum of six (6) years for healthcare-related records.
- Website analytics data is retained in aggregated form; raw data is not retained indefinitely.
When information is no longer needed, we securely delete or destroy it.
Your Rights
Depending on your location and the nature of the information, you may have certain rights regarding your personal information, including:
- Access: The right to request a copy of the personal information we hold about you.
- Correction: The right to request correction of inaccurate or incomplete information.
- Deletion: The right to request deletion of your personal information (subject to legal retention obligations).
- Restriction: The right to request that we limit the processing of your information in certain circumstances.
- Portability: The right to receive your information in a structured, machine-readable format where technically feasible.
To exercise any of these rights, contact us at info@viatelcommunications.com. We will respond within 30 days.
Contact Us
If you have questions, concerns, or requests related to this Privacy Policy, please contact us:
- Email: info@viatelcommunications.com
- Phone: 888-867-0095
- Mailing Address: Viatel Communications, 8735 Dunwoody Place, Ste R, Atlanta, GA 30350
We reserve the right to update this Privacy Policy from time to time. We will notify clients of material changes by email or by posting a notice on our website.