Who is responsible for the data?
It depends on the data. 2N5 is the controller of the data it decides to process itself: demo requests, user accounts, and access and security logs. For the monitoring data a customer provides or that the service generates for them, such as alert contacts, numbers called, recordings, and reports, the customer company is the controller and 2N5 is the processor, handling the data only on the customer’s instructions.
What is kept, and for how long?
| Data | How long |
|---|---|
| Demo request | 12 months after the last contact |
| Technical record of each test call | The period 2N5 sets |
| Stored audio (recording or IVR only) | The period 2N5 sets, encrypted |
| Alert messages sent and data circuit measurements | 13 months |
| Access logs (Marco Civil da Internet, Brazil’s Internet Civil Framework, art. 15) | 6 months |
| Verdicts, quality scores, and incidents | For the duration of the contract |
What is the call audio rule?
A person’s voice is never kept. The audio of a test call is kept only when what answers is the recording or IVR the customer specified, and only to prove the line works and to measure quality. If anything else answers, including a person, the audio is destroyed at the end of the call and only the result is kept. A call that may be answered by a person first plays a message saying it is an automated test.
How is the data protected?
- All traffic to and from the service is encrypted.
- Audio, recordings, passwords for connected services, and signing keys are each encrypted individually and at rest, with keys kept separate from the data.
- Each company’s data is kept separate, and each manager sees only the part of the company assigned to them.
- 2N5 administrators sign in with two-step verification; any manager can turn it on, and a company can require it for everyone.
- Repeated failed sign-in attempts pause access, and changing a password ends all other sessions.
- Administrative access to the servers is restricted and audited, and daily backups are kept for 14 days.
What about the agent installed at sites?
It is installed only with the customer’s written authorization, opens no inbound port, and measures only the connection: latency, loss, jitter, DNS, and speed. It never collects files, browsing, traffic content, usernames, or other devices on the network.
How do I exercise my rights?
Write to 2N5’s data protection officer at privacidade@2n5.com.br or call +55 (11) 2050-1096. The LGPD page explains each right and the response time, and the Privacy Policy has the full text.
Where can I read more?
The guide to SIP trunk, 0800 and IVR monitoring shows how the test calls work, the synthetic monitoring entry defines the term, and the comparisons show how Monitor compares with other tools.
Frequently asked questions
Does Monitor record the conversations on my phone system?
No. It only places its own test calls and does not listen to your customers' calls or to the conversations on your phone system. The audio of a test call is kept only when what answers is the recording or IVR you specified, and a person's voice is never kept.
Does VoIP monitoring need access to my company's voice network?
No. Monitor by 2N5 does not enter the PBX, the SBC or the voice network: it only calls the numbers you specify, from the outside, like a customer. The only software installed, and only with your written authorization, is the small internet link agent, which opens no inbound port and measures only the connection.
Where is the data stored?
With cloud infrastructure providers hired by 2N5, some of them outside Brazil, including in the United States. Transfers follow Article 33 of the LGPD (Lei Geral de Proteção de Dados, Brazil's data protection law), using the standard contractual clauses approved by the ANPD, Brazil's data protection authority. Each company's data is kept separate from the others', and each manager sees only the part assigned to them.
Does the Monitor website use tracking cookies?
No. This website does not set cookies, and it does not load analytics or advertising tools. It keeps only the theme you choose (light, dark or your computer's setting) in this browser, so the website and the product open in the same theme; that choice is never sent to 2N5. The product stores only what it needs to work, such as keeping you signed in.
How do I request my data or its deletion?
Write to 2N5's data protection officer at privacidade@2n5.com.br or call +55 (11) 2050-1096. The LGPD page explains each right, such as access, correction and deletion, and how quickly we respond, and the Privacy Policy has the full text, with the retention period for each kind of data.