This Privacy Policy explains how TrustLink Technologies Private Limited (“TrustLink”, “we”, “us”, or “our”) collects, uses, shares, protects, retains and deletes information in connection with the ISP Connect mobile application (“App”), powered by the OctaNet platform.
ISP Connect is a universal customer application used by customers of participating Internet Service Providers (“ISP Partners”).
The application is developed and operated by:
Phone: +91 77688 55788
Privacy Contact:
info@octanet.tech
Support:
support@octanet.tech
TrustLink provides the technology platform and application infrastructure. Depending on the type of information and applicable legal relationship, the relevant ISP Partner may independently determine the purposes and means of processing certain customer information relating to its broadband services.
This Privacy Policy applies to information processed through ISP Connect, including information obtained from: you, your device, your ISP Partner, OctaNet systems, billing systems, CRM systems, authentication systems, network systems, router/ONT/device-management systems, payment service providers, and other authorized service providers.
We collect and process information reasonably necessary to provide the functionality of ISP Connect.
Depending on your ISP configuration: name, mobile number, email address, customer ID, ISP account number, broadband connection ID, service address, account status, subscription information, authentication information, and customer preferences.
Bill number, invoice details, amount, payment status, recharge information, transaction ID, transaction date/time, plan information, and payment-related reconciliation information.
Payments may be processed by third-party payment gateways, banks, UPI providers or other authorized payment providers, which may collect and process payment credentials and financial information directly. Unless specifically required for a lawful and disclosed purpose, TrustLink does not intentionally store full card numbers, CVVs, UPI PINs, banking passwords or similar payment authentication credentials.
Depending on the ISP services enabled: internet usage, data consumption, connection status, session information, IP address, broadband plan, speed-related information, network diagnostics, and service availability information.
Where supported: device model, manufacturer, serial number, device status, firmware/software information, WAN/LAN information, SSID information, connected-device information, network configuration, performance information, and technical logs.
Complaint details, ticket number, service request information, communication, attachments, photographs, screenshots, resolution information, and date and time.
Technical information such as device model, operating system, OS version, application version, IP address, device/network information, crash information, diagnostics, and application logs. The exact information collected may depend on the technical components and SDKs used in the App.
If enabled, the App may use notification services to deliver service-related messages.
ISP Connect does not require continuous location tracking for ordinary broadband account functionality. If a particular feature requires location information, the App will request the applicable Android permission and provide appropriate disclosure before access.
Where identity verification is required for a broadband connection or service activation, the App uses DigiLocker through Surepass Technologies, an authorized KYC and identity-verification service provider. With your consent, this process may involve government-issued identity and address documents and the information contained in them, such as name, date of birth, gender, address, document number and document issuance details, together with the verification status and verification reference returned by the provider.
Government identity information is processed only for identity and address verification, subscriber verification obligations applicable to broadband services, fraud prevention, and related legal and regulatory requirements. It is not used for advertising or profiling. Where applicable law permits retention of only verification results rather than full documents, we retain the minimum information necessary.
The App uses Firebase Crashlytics, a crash-reporting
service provided by Google, to detect, report and diagnose application
crashes and stability problems. When the App crashes or encounters a
handled error, Crashlytics records diagnostic information including
stack traces and exception details, device information such as device
model, manufacturer and device state, operating system and OS version,
the time of the event, a Crashlytics-generated installation identifier,
and a custom key named app_version that records the
application version in use.
This information is used only to identify, prioritize and fix application defects and to improve stability and reliability. Crash reports are technical in nature and are not used for advertising or profiling. Stack traces may incidentally include technical context present in application memory at the time of the crash; we do not intentionally send account credentials, payment credentials or government identity documents to Crashlytics.
We may use information to: authenticate customers; provide account information; display bills and invoices; process and reconcile payments; process recharges; display usage; provide broadband service information; manage complaints; provide customer support; manage supported routers and Wi-Fi devices; send service notifications; diagnose technical problems; maintain security; detect fraud and abuse; improve application reliability; provide requested functionality; personalize the ISP’s application branding; and meet legal and regulatory obligations.
We do not use personal information for purposes incompatible with the purposes described in this Privacy Policy, except where permitted or required by applicable law.
ISP Connect is designed to serve multiple ISP Partners. Customer information is associated with the relevant ISP account and tenant. TrustLink uses technical access controls intended to prevent one ISP Partner from accessing customer information belonging to another ISP Partner. An ISP Partner is provided access only to information relevant to its customers and services.
ISP Connect may dynamically display the ISP Partner’s logo, brand name, theme, colours, service information and contact details to personalize the customer experience.
Payment-related information may be shared with payment gateways, banks, UPI providers or other authorized payment providers to complete transactions. Such providers may process information under their own privacy policies and applicable laws. TrustLink does not request customers to disclose UPI PINs, card PINs, banking passwords or OTPs to TrustLink personnel.
We may use third-party service providers for cloud hosting, data storage, infrastructure, payment processing, notifications, security, application monitoring, crash reporting, analytics, customer support and technical operations. Third-party providers may process information on our behalf and are expected to maintain appropriate confidentiality and security measures.
For identity verification described in Section 3.10, we use Surepass Technologies as our KYC and identity-verification provider, which facilitates verification through DigiLocker, the Government of India digital document platform. When you complete verification, the identity and address information you authorize is transmitted to and processed by Surepass, and DigiLocker processes your request in accordance with its own terms and the applicable government framework. Surepass processes this information as our service provider for the verification purposes described in this Policy and is expected to maintain appropriate confidentiality, security and legal compliance measures. This verification is initiated only where required for the service and with your consent.
For the crash and stability reporting described in Section 3.11, we use
Firebase Crashlytics, a service provided by
Google LLC and its affiliates, as a sub-processor.
Crash and diagnostic information, including stack traces, device and
operating-system information, a Crashlytics installation identifier and
the app_version custom key, is transmitted to and processed
on Google's infrastructure for the purpose of application defect
diagnosis. Google processes this information in accordance with the
Firebase terms and Google's applicable privacy commitments. This
processing may involve storage or processing outside India, as described
in Section 15.
We may disclose information where reasonably necessary to comply with applicable law, respond to lawful government or regulatory requests, comply with court orders, investigate fraud, prevent security incidents, protect the rights, safety or property of users or service providers, and enforce applicable agreements.
We use reasonable technical and organizational safeguards designed to protect personal information. Measures may include encryption in transit, secure API communication, authentication, authorization, access controls, role-based access, logging and monitoring, secure infrastructure, backup controls and security updates. No electronic system can be guaranteed to be completely secure. Users are responsible for keeping passwords, OTPs and authentication information confidential.
We retain information only for as long as reasonably necessary for the purposes described in this Policy. Retention may be required for customer account operation, billing, payment reconciliation, customer support, security, fraud prevention, dispute resolution, legal requirements, tax/accounting requirements, regulatory requirements and contractual obligations. When information is no longer required, we will delete, anonymize or securely dispose of it, subject to applicable retention obligations.
If you have an ISP Connect account, you may request deletion through the in-app account deletion facility or the external account-deletion mechanism provided for ISP Connect. Upon a valid deletion request, we will delete or anonymize personal information associated with the App account, subject to information that we are legally required or legitimately permitted to retain (for example: financial transaction records, tax/accounting records, fraud/security records, dispute records, and records required by law or regulatory authorities). Full details are provided in the ISP Connect Account & Data Deletion Policy.
Subject to applicable law, you may have rights to request access to your personal information, request correction of inaccurate information, request deletion, withdraw consent where processing is based on consent, raise privacy-related complaints, and request information about relevant processing. Some requests may need to be handled by your ISP Partner because the ISP may be responsible for certain customer or broadband-service information.
ISP Connect is not specifically directed toward children. We do not knowingly collect personal information from children in violation of applicable law. If you believe that a child has provided personal information without appropriate authorization, contact us using the information below.
Depending on the infrastructure and third-party services used by TrustLink, information may be processed or stored in locations outside the user’s state or country, where permitted by applicable law. Where cross-border processing occurs, we will take reasonable measures required by applicable law to protect the information.
We may update this Privacy Policy when our services, technology, data practices or applicable legal requirements change. The updated version will be published through the designated Privacy Policy location. Where required, material changes will be communicated through appropriate channels.
For privacy questions, requests or complaints, contact:
Phone: +91 77688 55788
Privacy Email:
info@octanet.tech
Support Email:
support@octanet.tech