We publish this because our Privacy and Confidentiality Policy commits us to it, and because you should be able to see who touches your data without having to ask.
What a sub-processor is
You are the controller of your client records. We process them on your instructions. Where we use another company to deliver part of the platform, such as sending a WhatsApp reminder to your client or hosting your data, that company is a sub-processor and it processes on our instructions, and therefore on yours.
Every provider below is engaged on written terms that are no less protective than our own Policy, that restrict them to processing on our instructions, that prohibit them using your data for advertising, profiling, or the training of any artificial intelligence model, and that require the same terms to be passed on to anyone they engage in turn. We remain responsible to you for what each of them does.
Where your data lives
Your client records and your account data are held in the United Arab Emirates. Our primary servers, databases, document storage, search indices and backups are all within the country.
A smaller number of providers, listed in the second table below, operate outside the UAE. Each is there because it delivers a specific function, and each receives only what that function requires.
How we tell you about changes
We give at least 30 days notice before we add or substitute any provider on this page. Notice is given by email to the address on your account and through the platform.
If you object to a new provider, tell us within 15 days at support@telmeapp.com and set out your grounds. We will discuss it with you and, at your choice, either stop sending your client data to that provider, suspend the affected function for your account, or let you end the affected service without penalty and refund what you have paid in advance for it.
Providers processing within the United Arab Emirates
| Function | What it does | What it receives | Where it processes | Receives health data |
|---|---|---|---|---|
| Cloud hosting and infrastructure | Hosting for the platform, database, document storage and backups | Account data, client data and technical data | United Arab Emirates (UAE North region) | Yes |
| Payment processing | Processes the payments you take from your own clients | Payment amounts, dates, status and references. Client name and contact details where these are needed to issue a payment link. Card details are handled by Mamo Pay and are never held by us | United Arab Emirates | No |
Providers processing outside the United Arab Emirates
| Function | What it does | What it receives | Where it processes | Receives health data |
|---|---|---|---|---|
| Messaging and communications | Delivers one-time passcodes for sign-up and sign-in, and delivers the WhatsApp and SMS messages you send to your own clients | Your email address or mobile number for passcodes. Your client’s mobile number and the content of the message being sent to them | Outside the United Arab Emirates | Yes, where the message you send discloses that a person is your client. See the note below this table |
| Push notification delivery | Delivers notifications to your phone when something changes in your account | A notification token identifying your device, the device model and the operating system version | Outside the United Arab Emirates | No. Notifications contain no client information. They tell you that something has happened, and the details are loaded from our servers in the UAE when you open the app |
| Mapping and address lookup | Looks up and validates the address of your practice when you add a location | The address text you enter | Outside the United Arab Emirates | No |
| Calendar sync | Two-way calendar sync, only if you choose to connect your calendar | The appointment details you have chosen to sync | Wherever your chosen calendar provider processes it | See the note below this table |
| Product analytics | Product analytics, so we can see which parts of the platform are used and which are not | Technical data and an identifier for your account. Never client records, notes or form responses | Outside the United Arab Emirates | No |
| Error monitoring and diagnostics | Diagnostic error reporting, so we can find and fix faults | Technical data, error and diagnostic information, and an identifier for your account | Outside the United Arab Emirates | No |
| Transactional email | Delivers our emails to you, such as sign-in confirmations, receipts and service notices | Your name and email address, and the content of the email being sent to you | Outside the United Arab Emirates | No |
| Video hosting | Hosts and delivers the instructional videos in our Help Centre. The videos are made by us and are our own content | Your IP address, and device and browser information, at the point a video is played. Nothing else. Configured so that it does not set tracking cookies or record viewing for advertising | Outside the United Arab Emirates | No |
Providers we do not use
We want this to be as clear as what we do use.
- We use no advertising network, no attribution provider and no cross-app tracking service.
- We do not sell, rent or licence your data, or your clients’ data, to anyone.
- We do not allow any provider to use your data, or your clients’ data, to train, fine-tune or evaluate any artificial intelligence model.
- We do not use a data broker or an advertising analytics provider.
- Telehealth video is not yet available. When it launches, the provider will be added to this page with the notice period described above.
Questions
Write to support@telmeapp.com.
Iheal Information Technology L.L.C, Office GDP 3-2-3213 and 3218, Al Quoz Industrial Area 3, Dubai, United Arab Emirates. Trade licence number 1318231.
