Comprometidos con el GDPR

Estamos completamente comprometidos con la protección de los datos y el derecho de las personas a sus datos

Introducción al GDPR

El control sobre los datos personales es un derecho fundamental de todo individuo. Dado que organizaciones de todo el mundo recopilan datos de clientes para poder prestar servicios, es importante que las empresas gestionen los datos de forma transparente y con el consentimiento del cliente.

GDPR, por sus siglas en inglés (General Data Protection Regulation), significa «Reglamento General de Protección de Datos». Es uno de los cambios más importantes introducidos en la normativa sobre privacidad de datos en las dos últimas décadas. Establece un nuevo marco para manejar y proteger los datos personales de los residentes en la UE y está en vigor desde el 25 de mayo de 2018. Proporciona a los ciudadanos de la UE un mayor control sobre sus datos personales y les garantiza que su información está protegida.

Nuestro compromiso con el GDPR

Desde la creación de Adesyon, múltiples equipos internos han estado trabajando para asegurarse de que estamos alineados con el marco GDPR. Además, hemos construido características de producto para una mayor privacidad y control de datos.

Como organización, Adesyon siempre ha implementado y practicado procesos que garantizan que los datos de los clientes se almacenen y procesen de la manera necesaria solo para servir a nuestros clientes de la mejor manera posible. Nuestras políticas de privacidad, seguridad y almacenamiento de datos también están alineadas con las metas y objetivos del GDPR.

Iniciativas de adecuación al GDPR en Adesyon

Adesyon se compromete a respetar los principios subyacentes del GDPR y estas son algunas de las iniciativas que hemos emprendido.

Responsabilidad

En Adesyon, existe una Política de Privacidad establecida y creada con el apoyo de nuestros líderes. Nuestros líderes se comprometen a apoyar y proporcionar directrices para el cumplimiento de la protección de datos a través de un marco de políticas y procedimientos estándar.

Customer’s Personal Data with Adesyon

The GDPR requires organizations to provide more information about the way individuals’ information is used. Adesyon delivers on our customer’s privacy policy objective by enabling comprehensive data flow and process maps for the customer’s data which is updated and is in line with the GDPR guidelines. We incorporated a Data Processing Addendum (DPA) into our Terms of Service so customers who subscribe to Adesyon have their data protected by GDPR.

Privacy by Design and Default

Programs, projects, and processes at Adesyon are aligned to Privacy Principles right from the inception of an idea or project, thereby supporting Privacy by Design and Default principles.

Individual Rights, Subject Access, and Communication

The GDPR program thoroughly evaluates how Adesyon, both as a data controller and processor, is placed with its existing procedures for readiness to

• Provide rights of individuals under GDPR
• Assist customers in responding to data access requests from individuals.

Features built for GDPR readiness

Right to be Forgotten

Adesyon lets you delete customer/agent data permanently. You can delete the customer/agent’s profile and all the data associated with it like tickets raised by them, team huddle discussions, phone conversations, chats, satisfaction ratings provided, topics created and discussions in forums.

A delete or an export request from a customer would have to be routed via the admin who validates if the requestor is genuine.

End-User Profile Deletion

Adesyon currently supports the deletion of end-user profile information with an option of soft delete as well as permanent delete which will erase all associated data like tickets, forums, calls and so on.

Agent Profile Deletion

We currently support the deletion of Agent profile information with soft delete and permanent delete options where all their contributions like knowledge base articles, tickets and team huddle discussions are anonymized and all PII (Personally Identifiable Information) is deleted forever.

Ticket Deletion

Users of Adesyon can delete tickets. In doing so, all team huddle discussion associated with the ticket are deleted along with it.

Attachment and Image Deletion

Customers can delete attachments and images by deleting the support tickets to which those attachments and images are attached.

Right to Portability

Adesyon supports export request from customers. A customer can export user contact details, tickets of the user, forums the user has contributed to with the respective APIs.

An export request from a customer would have to be routed via the admin who validates if the requestor is genuine.

User Profile

User profile can be accessed using the API. You may want to only export fields visible to the customer using ‘displayed_for_customers’ property of the API

Tickets of the User

List Ticket by Requestor using List Tickets API

Access conversations by Ticket Id

• Loop through all tickets of the user and use the API to fetch conversations
• Use only public notes for export by using the ‘private’ property in the response

Forum contributions of the User

User contribution to forums can be accessed using the API.

Satisfaction ratings of the User

The users’ provided satisfaction rating can be accessed vía API.

Right to Rectification

The GDPR includes a right for individuals to have inaccurate personal data rectified or completed if it is incomplete. End-users and agents in Platform can rectify any errors in their personal data by editing their profiles.

Note: We will be updating the above section continuously with our latest road map and progress.

Do I need to move my data to an EU data centre?

• GDPR does not require EU personal data to stay in the EU, nor does it place any new restrictions on the transfer of personal data outside the EU. GDPR only mandates that such transfers be legitimized through any of the mechanisms provided in the regulation.
• Adesyon supports both EU-US Privacy Shield Certification and Model Contractual Clauses for data transfer provided in the regulation.

We, at Adesyon, are committed towards providing a product which enables our customers to provide customer service responsibly by implementing and adhering to prescribed compliance policies, both as a data controller and processor. The upcoming GDPR enforcement is critical to our mission of providing EU and all our global customers with safe and dependable customer support software.

For more information or questions about the Adesyon Privacy Policy, please contact support@adesyon.com

Disclaimer: This is for informational purposes only and should not be relied upon as legal advice or to determine how GDPR might apply to you and/or your organization. We encourage you to obtain independent professional advice, before taking or refraining from any action on the basis of the information provided here.

Click here to unsubscribe