Call recording legal hold
Keep the call that matters. Long after it would have been deleted.
When a complaint, dispute or claim comes in, the recording may be your best evidence. Put it on legal hold and it stays safe until you decide otherwise, with a locked copy and a record of everyone who has accessed it.
How it works
Four steps, all in your TISA portal.
- 1
Find the call
Search your recorded calls by date, number or extension.
- 2
Give a reason
Add a complaint or case reference, so you can see later why it was kept.
- 3
It is protected
The recording is kept past its retention date, and a locked copy is stored separately.
- 4
Release when done
When the matter closes, give a reason and release it. It then follows your normal retention.
What a hold does
The recording stays, and you can show what happened to it.
- Kept past retention. Retention periods and storage limits skip a held recording, for as long as the hold is in place.
- Protected from your own team. Nobody on your account can delete it while it is on hold.
- A locked copy, stored separately. Usually within a minute, a copy goes into locked storage in the UK and is checked against the original.
- Still there when you need it. Play or download a held recording at any time.
- A record of every access. Holds, releases, plays and downloads are logged, and you can download the log as a CSV.
- Proof it is unchanged. Check a recording against the fingerprint taken when it was saved, for recordings made from signup.
What it costs
A simple monthly service. No charge per search or download.
For customers recording calls on TISA Cloud PBX.
| Legal Hold service | Compliance Recording | |
|---|---|---|
| Price | £9.99 a month | £7.50 per user a month |
| Held recordings included | 5 | 25 |
| Each further recording | £2.99 a month | £2.99 a month |
| Term | Rolling monthly | 12 months |
| Other recordings | Your team can still delete recordings that are not on hold | Nobody on your account can delete any recording. They go at the end of retention. |
Prices exclude VAT. Any part of a month is charged as a full month, for the service and for each further recording, including one held and released in the same month. Charges continue until a hold is released. To cancel the service, release every hold first. It then runs to the end of that month.
Already with TISA? Add it on Recording Storage in your portal.
Who uses it
Any business where a call can become evidence.
Customer complaints and disputes over what was agreed on a call. Claims and insurance matters. HR investigations. Enquiries from a regulator or an ombudsman. Anything where you would regret losing the recording to a routine clean-up.
If every call needs to be kept, for example under a regulatory record-keeping rule, Compliance Recording locks all of your recordings until the end of retention, and is the better fit. Tell us what you need to keep and we will help you choose.
Questions
What businesses ask before they rely on it.
What is a legal hold?
It is an instruction to keep a specific recording because you may need it as evidence. While the hold is in place, the recording is kept even if it passes your normal retention period.
Can anyone delete a held recording?
Nobody on your account can, and our retention and storage limit systems skip it. Our phone platform cannot remove the locked copy either. A TISA administrator could remove a recording if the law requires it, for example under a court order.
Can a recording be put on hold after it has been deleted?
No. A hold protects a recording that still exists, so place it as soon as you know a call may matter, and before it reaches the end of your retention period.
What happens when we release a hold?
The recording goes back to your normal retention and the locked copy is removed within a few days. If it is already past your retention period, it may be deleted soon after release, so download it first if you still need it.
How do we prove a recording has not changed?
Recordings made from signup are fingerprinted when they are saved. Verify unchanged checks a recording against that fingerprint at any time, and the locked copy is checked against it when it is stored.
What happens if we leave TISA?
Holds end when your account closes. We send you a full export of your recordings and you have 30 days to download it. After that your recordings are deleted, including held ones, so keep your own copies of anything you still need.
Does this make our recordings legally admissible?
We cannot promise that. Legal hold keeps a recording safe and gives you a record of who has accessed it, but whether it can be relied on is for your legal advisers and the court or regulator involved. This page is not legal advice.
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