Guidelines for Law Enforcement Requests
Government agencies or official representatives of government agencies requiring information about Dialpad or Dialpad’s customers should follow the process below. These guidelines are not intended for requests for information by Dialpad customers or customers’ end users, civil litigants, or criminal defendants.
How do I submit a request?
Please submit all law enforcement requests via email to [email protected].
If your agency must submit requests via mail or in person, our address is 2700 Camino Ramon, Suite 490, San Ramon, CA 94583.
The Dialpad Legal direct number is 415-887-2313.
Requirements for submitting a legal request
Dialpad will only respond to requests for customer data that:
are sent by a law enforcement agency or official government entity via their official domain (e.g. a .gov email)
include a valid and enforceable legal order (e.g., a subpoena, court order, or search warrant) that compels Dialpad to produce the information requested
include the name and contact information of the individual law enforcement agent or government representative serving the request
state with particularity the categories of records and/or information being requested
include identifying information regarding the customer account (e.g. an email address or account ID) in order for Dialpad to identify the relevant customer accounts(s) and,
include the specific time period for which information is requested
Legal Process Requirements
Dialpad discloses customer information in accordance with our Terms of Service, Privacy Policy, and applicable law. Dialpad will only provide the contents of communications sent or received through Dialpad’s products or services if we are compelled to do so by a valid search warrant or equivalent procedures. Content of communications will not be disclosed under a subpoena alone.
Notification to Customers
Per Dialpad’s Privacy Policy, unless explicitly barred by law, we will use reasonable efforts to notify our customer when we respond to a request for their information.
If an official government agency does not want Dialpad customers to be notified of the data request, the request must include a signed court order (i.e. a Non-Disclosure Order signed by a Judge) or a reference to other legal authority that prohibits Dialpad from notifying.
If your request identifies a violation of our Terms of Service or Acceptable Use Policy, Dialpad may take action to prevent further abuse, which may alert the customer to Dialpad’s awareness of the misconduct. If you wish to prevent Dialpad’s customers from potentially becoming aware, your request should explicitly instruct Dialpad to not take any actions.
Emergency, Exigent Circumstances, and Child Safety Considerations
Dialpad will only respond to emergency requests if they:
are in writing (sent via email);
are sent by a law enforcement agency or official government representative via an official email address;
are issued due to a legitimate belief that there exists a danger of death or serious physical injury to a person that Dialpad may have information necessary to prevent;
describe the nature of the emergency that requires disclosure of customer information;
explain how the information sought could help avert the threat and why traditional disclosure processes would be insufficient or untimely;
include the name and contact information of the individual law enforcement or authorized government agent serving the request;
state specifically the categories of records or information sought;
include sufficient identifying information regarding the customer account (e.g. an email address or account ID); and
include the specific time period for which information is requested
Requests submitted under this section are evaluated under applicable law, e.g. 18 U.S.C. § 2702(b)(8)). Per Dialpad’s Privacy Policy, just as for standard requests for information, we will use reasonable efforts to provide notice to our customer when we receive an emergency request for their information unless we are explicitly prohibited from doing so by law.
What services does Dialpad provide?
Dialpad is an Ai-powered cloud communication platform that allows customers to call, text, and videoconference through our Dialpad Talk, Sell, Contact Center and Meeting platforms. Dialpad customers have access to all standard telecommunications features, including voicemail, SMS/MMS, call recording and call forwarding, as well as Dialpad Ai, real time transcription and analytics.
To find out more about our products, please see https://www.dialpad.com/products/
What types of customer information does Dialpad have?
The exact customer information that Dialpad has depends on which Dialpad products and services the customer uses. Regardless of products used, Dialpad has our customer names, contact and billing information, and types and lengths of services used. Dialpad generally has telephony metadata origination and destination of calls or messages and the duration of calls. In some instances, Dialpad may also have the content of communications sent or received through the service. Dialpad makes much of its customers’ data accessible to its customers themselves to download, so Dialpad encourages law enforcement or government agencies to obtain Dialpad’s customer data directly from our customers whenever possible.
Preservation Requests
Dialpad does not guarantee the existence or retention of particular customer information in the ordinary course of business. Dialpad will preserve relevant information in our possession if we receive a valid request from a law enforcement agency. The request must detail the time range for information to be retained.
Pen Registers, Trap & Trace, and CALEA Orders
Dialpad can provide call log (metadata) information via a subpoena or via a pen/trap order. Dialpad can also provide real time intercept capabilities under a suitable authorization.
Reimbursement for Requests
Dialpad reserves the right to seek reimbursement for costs in responding to unusual or burdensome requests. Dialpad will not seek reimbursement for costs associated with responding to emergency requests or requests relating to child endangerment.
Response Time
Dialpad typically responds to valid requests for information within two business weeks. However, our response may take longer than two business weeks depending on the nature of the request.
If you require an expedited response, the required response deadline should be stated clearly in both the submission documentation and the formal request itself.
These guidelines are regularly reviewed by Dialpad and are subject to change at our discretion.