Call recording consent
The recording announcement is on by default, with guidance for each state's surveillance law. Switching it off needs a reason, and the console records who did it.
Security and compliance
Emergency calls first, and every customer kept apart
A multi-tenant phone system carries other people's emergencies, conversations and bills. These are the controls built into Hail.You, so you don't have to bolt them on.
000, 112 and 106
- Emergency numbers are always dialable, on every plan, and never count against a call limit
- They keep working on an unpaid account and during a trial
- Each customer sets its emergency trunk and the caller ID for emergency calls; that caller ID must be a number the customer holds, and it is checked daily
- Softphone users get a nomadic emergency warning, and the console shows who hasn't acknowledged it
- A callback from emergency services gets through even when the customer is at its call limit
- The server refuses to hang up an emergency call, from any console or automated control
The customer's carrier keeps the 000 address of record. Hail.You keeps no IPND record and sends no IPND data.
Every customer isolated
Customer separation is enforced in five layers, so one mistake doesn't expose another customer's calls:
- Every database query is scoped to one customer by default
- Each customer has its own phone system contexts and account prefixes on the call engine
- Each call engine reads the database through a role that can see only its own customers
- The SBC routes signalling by customer
- Licence limits are enforced in the call engine itself
Toll-fraud controls
- International and premium destinations are blocked by default, and opened per customer
- Minute caps per extension and per customer, with alerts, throttling, blocking and suspension
- A kill switch that ends calls to a blocked destination class in progress, and never ends a 000 call
- Brute-force bans at the SBC
Access and audit
- Multi-factor sign-in required for platform staff and partner admins, with a fresh code for risky actions
- Custom roles for each customer's own users
- Audit logs for customers, partners and the platform, including who played or downloaded a recording
- The console has no public IP address: it is published through a Cloudflare tunnel
- SIP over TLS and SRTP media encryption available per extension and per trunk
- Point-in-time database backups and versioned object storage
- Hosting location: To be confirmed: where the production platform is hosted
- Uptime commitment: To be confirmed: platform uptime SLA
Australian compliance, built in
Spam Act
A consent ledger, opt-out keywords and a sender ID register for SMS.
Complaints and hardship
Complaint and hardship registers with their due dates, for providers who need them.
Retention
Minimum retention periods for call records, and a recording period each customer sets within the limits.
Common questions
- Does the platform keep the 000 service address?
- No. The customer's carrier keeps the address of record for emergency services. Hail.You keeps no IPND record and sends no IPND data. The platform does make sure every 000 call goes out on the right trunk with a caller ID the carrier recognises.
- What happens to 000 if an account is unpaid or on trial?
- Nothing. Emergency calls are always dialable, never count against a licence call limit, and are exempt from the unpaid-account limit and trial restrictions.
- Can someone hang up a 000 call from the console?
- No. The server refuses to end any call that is, or is connected to, an emergency call. That applies to the platform console, the operator panel and the automatic fraud controls, and every refused attempt is logged.