Privacy Notice: Support tools
Slack and Zendesk
To be able to communicate better with our customers and users of our services, we use Slack as a communications tool and Zendesk as a customer support tool on our website and in the Web App.
This involves transferring your data to Slack Technologies Limited (One Park Place, Upper Hatch Street, Dublin 2, Ireland). and Zendesk Inc. (Zendesk Inc., 1019 Market St., San Francisco, CA 94103, U.S.A.). Such data includes your name or alias you use in our services as well as timestamp and IP address. Also, the contents of our communication are routed via the service provider platform. Slack and Zendesk are both committed to complying with the European Union’s data protection regulations under a data processing agreement that incorporates the EU Commission approved “standard contractual clauses” in accordance with GDPR article 46.2(c)).
To the extent that we use Slack or Zendesk to communicate with you while you are logged in as a registered user, we process your data on the basis GDPR article 6.1(b), that is our contract with you to provide you with customer support and a communication channel between you and us, as well as GDPR article 6.1(f), that is our legitimate interest to ensure a more efficient and convenient user and customer support experience. If you are not logged in as a registered user, we process your data on the basis of GDPR article 6.1(f).
Please note that you may be able to request and receive support via other means too as otherwise described in this policy.
Contact forms and support requests
There are various ways to contact us, for example by email or by using contact or support forms. If you contact us, we collect your identifiers such as your email address or profile name, and other personal data you choose to include in such contact. We will use your personal data to respond to your inquiry. If you do not provide us with any additional information we may request, we may not be able to properly handle your request. The contact forms or the applicable web page will inform you in more detail about the use and sharing of your personal data in that specific context (for example a sign-up form may explain with whom we may share data for that specific sign-up, such as for an event).
The legal basis for processing your data is GDPR article 6.1(f) and 6.1(b). The former, to be able to address your inquiry and provide you with the information and services you request and to improve our services. Additionally, the latter, if the contact is made with the intention of concluding a contract or if you are already an Unleash customer, for example, to provide customer support that you may request.
Because the communications services we may use are subject to change, please contact us to inquire what services we use at any given time. For customer communications and support services we typically use (Slack and Zendesk).
Your interaction in our communities
We currently provide Slack channels for additional communication with us and other Unleash users and interested parties.
When you post messages, your profile is linked to your posts. The profile details can be removed through anonymizing your profile if you ask us to do so or if you delete your profile or cancel your account. However, your posts are usually kept even after you delete your profile or account. The posts will then link to an anonymous profile. Therefore, you should not post anything that you do not wish to be published and kept public. We will, of course, work with the service providers to remove posts if you request us to do so. This may lead to deletion of entire discussion threads and not only a single post. However, in Slack channels you will be able to delete your own messages one by one.
If you or we delete your post, we may still process the email address, the name provided and other voluntary information up to the expiry of any applicable statutory limitation periods for purposes of detecting and preventing misuse and for purposes of possible legal claims. We may also use your personal data to contact you for any legitimate reasons related to the use of the forums, such as suspected misuse or abuse. We do not pass the data on to third parties except the service providers running the underlying service, unless we are obliged to do so by law or transmission is necessary for the enforcement of our legitimate interests. In each such case we process your personal data for our legitimate interests in accordance with GDPR article 6.1(f) for purposes of such legal actions.
The retention period for your data in these communication channels may vary depending on the type of data and our agreement with the service providers from time to time. Please reach out to us by using the contact details provided above if you want to know more or wish to delete your data that you cannot delete yourself.
Slack channels
Unleash offers various Slack channels for purposes of communicating with us and other Unleash users or interested parties. These channels are provided to us by Slack Technologies Limited (One Park Place, Upper Hatch Street, Dublin 2, Ireland). Use of Slack is subject to Slack’s own terms available here: slack.com/terms-of-service/user.
When you use the Slack channels, we collect your identifiers and other personal data you choose to submit to the channels. We will process your personal data in this context as the administrators of the Unleash Slack channels for purposes of managing the channels and our relationship with you. The data we process is such that you will voluntarily submit in Slack channels (such as your posts) and your sign-up information or data that we have from you or your organization to enable inviting you to the Slack channels. Our processing is based on GDPR article 6.1(f) where our legitimate interests are to provide Unleash users and interested parties with a community to share their experiences of using Unleash services and to enhance the user and customer experience for example by way of providing a channel for best practice sharing.
From time to time we may integrate third-party services with Slack. Such third-party services may share information from such services with Slack or vice versa. Please review your privacy settings in such services to manage data sharing from such third-party services.
To learn how Slack processes personal data, please review the Slack privacy policy available here: slack.com/privacy-policy.
We have contracted with Slack Technologies Limited in Ireland where Slack is subject to the European Union’s data protection regulations. Additionally Slack is contractually committed to complying with the European Union’s data protection regulations under a data processing agreement that incorporates the EU Commission approved “standard contractual clauses” (https://ctfl.io/link_to_EU_SCC) in accordance with GDPR article 46.2(c)).
