Trust centre.

Where data is processed

Every GoLine1 service runs in the AWS Sydney Region (ap-southeast-2). The deployment configuration rejects any other Region, so this is enforced in code, not left to policy.

AI summaries and knowledge-base embeddings use models invoked in Sydney. Knowledge-base answers use Anthropic’s Claude through Amazon Bedrock with an Australia-only (au.*) inference profile, which runs in Sydney or Melbourne. Configuration refuses profiles such as apac.* or global.* that would route inference outside Australia.

What leaves Australia, and when

• Email. Request emails are sent from Sydney. Once your mail provider accepts them, they are stored wherever that provider keeps your mailbox.
• SMS. Optional reference texts cross telecommunications networks to the caller’s handset.
• Ticketing. ServiceNow and Jira instances are yours. Ticket details are stored in whichever region you and that provider have agreed. We record that region during onboarding.
• Microsoft Graph. Off by default. When Entra ID password reset is enabled for an organisation, GoLine1 reads that organisation’s directory from Microsoft’s global Graph endpoint on a schedule, never during a call, and keeps its copy only in Sydney. Microsoft stores the directory data of a tenant created in Australia in its Australian geography, but Graph requests can be handled outside Australia. Check your tenant’s data location in the Entra admin centre before enabling it.
• Website. Public pages can be cached at CDN edge locations outside Australia. Caller data is not put in public pages.
• Billing. AWS account billing metadata is processed under AWS’s own arrangements. It contains no call content.

Your data and model training

GoLine1 has no model-training or fine-tuning pipeline. Call text goes to Bedrock only to summarise a request or answer from your own knowledge base. We do not use recordings, transcripts, tickets, knowledge documents or prompts to train models.

That describes our software. It is not a contractual promise on behalf of AWS or your own providers, whose terms are reviewed during onboarding.

No AI model chooses what happens on a call. Fixed intents and application code decide every action. Callers hear “You are speaking with an AI assistant” before anything else.

US ownership and the CLOUD Act

AWS is owned by Amazon.com, Inc., a US company. Anthropic is also a US company. Under the US CLOUD Act, US authorities can compel a US provider to disclose data it holds, wherever that data is stored. Hosting in Sydney does not remove that possibility, and we do not claim it does.

What applies today:

• Data is stored and processed in Australia, so Australian law applies to it as well.
• Storage is encrypted at rest with AWS-managed keys. Customer-managed keys are not yet implemented, so AWS can technically decrypt the data.
• Only short-lived request data is held: requests expire after 30 days, logs after 7 days, and call audio is never recorded.
• AWS publishes its policy on government requests and regular reports on them. That is AWS’s process, not ours.
• If we are legally asked for customer data, we will tell the affected customer unless the law forbids it.

Security practices in place

• The Sydney-only Region and Australia-only AI profiles are enforced when the service is built.
• Configuration refuses to enable call recording.
• Caller speech is kept out of logs by default.
• Integration credentials are encrypted parameters, read at run time and never stored in code.
• Each record carries the customer it belongs to, and application code checks it before reading or changing the record.
• A caller following up on a request needs their registered number and a one-time emailed code. A failed check always says “not found”, so nobody can learn whether a reference exists.
• Console passwords are hashed with scrypt, and sessions expire after 8 hours.
• A guardrail screens what callers ask. Any phone number, link or address in an AI answer must appear in your own document, and every answer is checked against its source.
• Point-in-time recovery is on for the main table.

Not yet in place

• Multi-factor sign-in and single sign-on for the admin console (built; not yet switched on in production).
• A web application firewall (built; not yet switched on in production).
• An audit trail stored apart from the data it records (built; not yet switched on in production).
• Customer-managed encryption keys.
• Backups outside the Sydney Region.
• Around-the-clock on-call support.
• An independent penetration test or IRAP assessment.

We tell pilot customers about these before they start, and agree what has to be in place for their rollout.

If there is a data breach

We follow a written runbook: contain, preserve evidence, investigate, find out what was affected, rotate credentials, notify and review. We tell affected customers promptly, using only facts we have confirmed. We work with them on any assessment and notice under the Notifiable Data Breaches scheme in the Privacy Act 1988. Notice periods and responsibilities are set out in the data processing agreement.

Support and service levels

Support hours: [SUPPORT HOURS]. Phone [SUPPORT PHONE] or email [SUPPORT EMAIL].

Service levels: [SERVICE LEVEL SUMMARY]. No uptime commitment applies until it is agreed in writing for your service.

A status page, hosted in Australia, will be at [STATUS PAGE URL].

Accessibility

We aim to meet WCAG 2.2 level AA on this website and the admin console. Our automated tests check the public pages against WCAG 2.1 AA rules at phone and desktop sizes.

Known gaps:

• No independent accessibility audit has been done.
• The criteria new in WCAG 2.2 are not yet tested automatically, and no full manual review against them has been completed.
• The phone assistant works only by voice and keypad. Callers who are Deaf or have a speech impairment can call through the National Relay Service, or use your desk’s other channels.

To report an accessibility barrier, email [SUPPORT EMAIL].

Reporting a security issue

Email [SECURITY CONTACT EMAIL]. Include enough detail for us to reproduce the issue, and do not access other people’s data, disrupt the service or test the phone line with high call volumes. We will acknowledge your report and keep you updated. Our security.txt has the same contact.

Legal documents

• Website and demo privacy and terms (published).
• Privacy policy, caller collection notice, sub-processor list and data processing agreement: draft, pending legal review. Available on request.