What we collect, and what we don’t
Centrum AURA is an Austrian company and subject to the GDPR. This page is written to be read, not to be survived. If anything here is unclear, ask — hello@centrumaura.com.
Last updated 26 July 2026. AURA Source and AURA Route are pre-general-availability; the sections describing how customer data is handled state how the products are built to work. Contractual data processing terms, including the DPA and the current sub-processor list, are issued with the agreement. This page is updated when either product changes what it does.
Cookies and analytics
We use Google Analytics 4 to count visits and see which pages get read. We run no advertising, no advertising trackers, and no marketing cookies, and we share nothing with advertisers.
Nothing loads until you say yes. Google Analytics is blocked outright until you accept it. Not throttled, not anonymised-but-still-running — the Google script is never requested and no cookie is created. If you decline, or simply ignore the banner, no analytics code executes at all.
Many sites implement consent by loading the tracker immediately and asking afterwards, or by using Google Consent Mode, which still sends cookieless data before you decide. We do neither. You can verify this: open your browser's network tab, decline, and reload — there is no request to googletagmanager.com.
Changing your mind. Use the Cookie settings link in the footer of any page. Withdrawing is the same number of clicks as giving it. If you withdraw, the analytics cookies are deleted immediately.
How your choice is remembered. In your browser's local storage, not a cookie — recording a refusal in a cookie in order to honour it seemed absurd. It holds only whether you said yes or no and when. We ask again after six months.
| What | When | Purpose | Retention |
|---|---|---|---|
aura.consent (local storage) | Always, once you choose | Remembering your decision so we stop asking | 6 months |
_ga, _ga_* (cookies) | Only after you accept | Google Analytics — distinguishing visits | Up to 2 years, deleted on withdrawal |
Analytics is configured with IP anonymisation, and Google Consent Mode signals for advertising storage and personalisation are set to denied permanently, not just by default.
What Google does with it. Where you have accepted, Google Analytics processes data on our behalf and Google may use it in accordance with its own terms. Google publishes what it does with data from sites using its services here: How Google uses information from sites or apps that use our services. Google's own privacy policy is at policies.google.com/privacy.
Opting out everywhere. Beyond declining here, Google publishes a browser add-on that blocks Google Analytics on every site you visit: Google Analytics opt-out browser add-on. Any standard tracker blocker has the same effect, and nothing on this site breaks either way.
Other pages
The cost calculator runs entirely in your browser. The numbers you enter are never transmitted to us or to anyone else.
The taxonomy requires no signup and sets nothing.
Fonts are loaded from Google Fonts, which means Google receives your IP address when a page loads. This is a genuine third-party disclosure and it happens before any consent, because the page cannot render without it. If that matters to you, tell us — self-hosting the fonts is straightforward and we will do it.
When you fill in a form
Forms are handled by Formspree, which passes the submission to us by email. We use what you provide to reply and to assess fit. You are not added to a marketing list, and there is no automated sequence. If you would like your submission deleted, ask and it will be.
AURA Source and your helpdesk data
- Access
- Read-only and scoped. We never write to your helpdesk. You can revoke access from your own admin console at any time, without contacting us.
- Count before pull
- We ask your helpdesk how many records match a period, and show you that number, before any data is transferred.
- Location
- Processed and stored in the EU. Ireland primary, Frankfurt for disaster recovery.
- Purpose
- Producing your reports. Nothing else.
- Ownership
- Reports belong to the organisation that owns the email domain, not to the individual who signed up. When someone leaves, their organisation keeps its reports.
- Retention
- Raw extracted data is retained only as long as needed to produce and maintain your reports. Deletion on request, and on account closure.
- Role
- You are the data controller for your customers’ personal data. We act as processor under a data processing agreement.
Aggregate benchmarks — opt-in only
We are building The European Failure Demand Index, a public benchmark of how much contact centre volume is avoidable. It is built only from data belonging to organisations that have explicitly opted in.
- The opt-in is a separate checkbox, unticked by default. It is never bundled into general terms acceptance.
- You can withdraw at any time, and your data is excluded from the next publication.
- Only aggregates are published. No customer text, no ticket content, no personal data of any kind.
- No segment is published where fewer than five organisations contribute to it — so no figure can be traced back to one company.
- Company size, sector and country are banded, never exact.
If you opt out, nothing about your experience of the product changes.
AURA Route
AURA Route processes contact events and resolution outcomes to produce routing recommendations. It has no write access to your contact centre platform and cannot take routing actions. Recommendations and their reasoning are logged for audit, and those logs are yours.
Your rights
Under the GDPR you can request access to your personal data, correction, deletion, restriction of processing, portability, and object to processing. Email hello@centrumaura.com and we will respond within 30 days. You also have the right to complain to the Austrian Data Protection Authority (Datenschutzbehörde).
Sub-processors
We maintain a current list of sub-processors and will notify customers of changes before they take effect. Ask for the current list at any time.
Changes
Material changes will be notified to customers by email rather than by quietly updating this page.