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Support – Data Privacy and Processing

Posted: 13 November 2018
Last updated: 13 November 2018

This page describes in detail how itslearning process personal data when you contact our support service. For information about other ways itslearning processes personal data, go to the start page of our privacy policy.

WHY WE PROCESS PERSONAL DATA

As a support organization, we mainly process personal data to help and support our customers with our products and services. We need to follow up requests promptly and in a professional manner. So we maintain records of all current and historical cases submitted by a customer representative. When we do, our lawful reason for the processing is the contractual relationship between us and our customers.

Our support organisation also deals with requests or feedback from end users or the general public. These types of requests are often of great value to us, our customers and the person contacting us. We might retain copies of such requests in the same manner as for our customer requests. When we do so, we process personal data based on our legitimate interest, as long as it is not outweighed by the freedoms and rights by the persons involved.
We might also process data to control and improve the quality of the service we provide. We will sometimes send out satisfaction surveys to persons registered in our support systems.

HOW WE COLLECT THE DATA

Personal data is either collected from the customer or directly from the person submitting a request to us, either via email, phone or our web site.
For customer representatives, we initially collect personal information from the order form given to us by the customer. We update this information when requested by a customer.

WHAT TYPE OF DATA WE COLLECT

We only collect personal data that is needed for us to promptly answer requests from our customers or the general public. Personal data we process are:

  • Contact details: Full name, email address, phone number (optional), company (optional).
  • Information you provide: The content of your request or feedback as submitted via telephone, web or email.
  • User data: When you submit a request to us you will automatically create a user account to our support software. You can create a password (encrypted), and profile picture (optional) to manage current and historical requests.

WHO CAN ACCESS YOUR PERSONAL DATA

Requests sent to itslearning can only be read by our support staff. From time to time, we might share individual requests with other colleagues if we need help to answer questions, troubleshoot or improve our services or customer relationship.
If you are appointed as an official customer contact, the organization you represent will be able to see all current and historical support requests that are related to their contractual relationship with itslearning.

HOW LONG DO WE KEEP PERSONAL DATA?

For official customer requests, we will retain historical records for the duration of the customer relationship, even if a customer representative leaves his or her organization. If a customer terminates their contract with itslearning, we will retain the data for one year, unless it is necessary for us to keep it to comply with our legal obligations, or resolve contractual disputes.

For other requests we will delete all personal data within a 1-year period, if no activity, interest or intent can be identified as allowing us to continue processing.

3rd PARTIES INVOLVED

We use 3rd party services to help us effectively and securely manage support requests. We currently use the following data processors with our services:

  • Freshdesk Inc. Support portal and request management system. Located in US.
  • iCONX Solutions LTD T/A (Wizuda). Secure file transfer. Located within EU.

Our data processors are not allowed to process your personal information independently, they cannot use or share your personal data with anyone else.

For EU/EEA citizens; We ensure that your rights and freedoms under the General Data Protection Regulation are safeguarded. When we transfer data to 3rd countries we only do it under legally binding transfer mechanism such as EU Standard Contractual Clauses for data processors.