Security and hosting

Where your phone system runs, where your data is kept, and how it’s protected.

Your own system, in Australia

Every PhoneUs customer gets their own system: their own server, database, file storage and phone account with our carrier. Nothing is pooled with other customers. It runs in our data centre in Salisbury, Brisbane, or in Amazon Web Services’ Sydney region if you’d prefer.

Calls stay in Sydney

Calls go through our carrier Twilio’s Australian region in Sydney, and call records and recordings are held there. Twilio encrypts every recording at rest.

Files and backups

Voicemails, attachments and other files are kept in private, encrypted storage in Amazon’s Sydney region. Your database and settings are backed up daily to Sydney and kept for 10 days. Backups are encrypted on your server before they leave it, with keys that are never stored on any server. Your whole server is also backed up every night in our data centre.

AI features run in Australia

Call transcripts and summaries are produced in Australia. The audio is only lent to the transcription service for each job and is deleted afterwards.

What leaves Australia

A few services we rely on are run from overseas: error reports from the software (which never include personal details), our carrier’s account and billing records, and the services that deliver our emails and text messages.

You decide how long things are kept

You choose how long recordings are kept, from 7 days to 10 years; after that they’re deleted from PhoneUs and from the carrier. New systems start by keeping recordings for 7 years. You can also set how long call history is kept. Text messages are kept for 2 years and system logs for 14 days.

Signing in and access

Passwords must be at least 12 characters and are checked against known leaked passwords. Two-factor sign-in is available and can be required for any role. Staff only see what their role allows, and deleting or stopping a recording is logged.

Built-in protections

Every connection is encrypted. Messages from our carrier are checked to prove they really came from it. Passwords for your connected services are stored encrypted.

Monitored around the clock

We check every customer’s system once a minute from outside our own network, and we’re alerted within minutes if one stops answering.