Law Enforcement Request Guidelines

Effective Date: 9th May 2025

These guidelines explain how VivaConnect Private Limited ("Helo.ai", "we", "our", or "us") responds to valid legal requests from law enforcement and government agencies seeking data associated with the use of our communication platform.

1. Our Role

Helo.ai is a Communication Platform as a Service (CPaaS) provider that processes data on behalf of its clients (businesses). We act as a data processor, not a data controller. We do not directly control the content, recipient list, or end-user interactions initiated by our clients.

2. What We Require

We only disclose client or user data in response to a valid and legally binding request, such as:

• A court order or warrant from a court of competent jurisdiction;
• A subpoena issued in accordance with applicable law;
• A lawful request from a regulatory authority under Indian law.

All requests must:

• Be made in writing on official letterhead;
• Include the full name and contact information of the authorized officer;
• Clearly identify the information being sought and its relevance to the investigation;
• Specify the applicable legal authority for the request.

3. How to Submit a Request

Submit requests to:
Email: info@helo.ai
Postal Address: Vivaplex, C7, Street 22, MIDC, Opp Rolta Technology Park, Andheri E, Mumbai 400093.

We reserve the right to verify the authenticity of the request and the identity of the requesting party.

4. Emergency Requests

In cases involving imminent harm, threat to life, or urgent public safety concerns, law enforcement may submit emergency disclosure requests clearly labeled as "URGENT" to the same email address. Such requests will be reviewed and prioritized.

5. Scope of Data Available

Depending on the request and context, we may have access to and provide:

• Client business contact details
• Message logs (timestamps, delivery status)
• IP addresses or metadata (if logged)

We do not retain or access end-user content unless required for delivery diagnostics or law enforcement production.

6. Client Notification

Where permissible and not prohibited by law, we may notify the affected client prior to disclosure to allow them to object or take legal action. In some cases, we may be legally obligated to delay or withhold such notice.

7. Retention and Data Deletion

We retain only such data as is necessary to fulfill our legal and contractual obligations. Message content, metadata, and logs are subject to retention as defined in our Privacy Policy and Data Processing Agreement.

8. Jurisdictional Scope

Helo.ai is governed by the laws of India and only honors requests from Indian law enforcement or agencies recognized by Indian courts. Foreign law enforcement agencies must route requests through appropriate Mutual Legal Assistance Treaty (MLAT) or diplomatic channels.

9. Policy Changes

We may update these guidelines periodically to reflect changes in law or operational policy.
For additional questions, contact: info@helo.ai