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Freshservice – Data Privacy Notice

The purpose of this data privacy notice is to explain how FD Technologies Plc, Brian Conlon House, 3 Canal Quay, Newry, Co. Down, BT35 6BP and its affiliates (“FD”) process your personal data in the context of providing technology issue tracking services (“Issue Tracking Services”) to your organization.

Categories of Data

FD collects and processes the following categories of personal data in respect of authorized users of the Issue Tracking Services:

  • full name and email, title, work phone, mobile and work address and such other details as may be reasonably required in order to set you up and recognise you as an authorised user
  • details of all user activity logged against your profile (e.g. comments or other interactions recorded for the purpose of resolving issues)

collectively (“User Data”).

In this context, FD acts a controller of User Data within the meaning of GDPR (Regulation (EU) 2016/679) and other applicable data privacy laws (collectively “Data Privacy Laws”).

Purposes of Processing

FD processes User Data for all purposes reasonably connected with the provision of the Issue Tracking Services including setting you up as an authorized user, checking your login details when you log an issue tracking request via the designated portal, corresponding with you in connection with the resolution of issues, keeping a record of issues logged, workarounds/resolutions provided and all related interactions with authorized users, providing reports and otherwise corresponding with your organization in relation to the provision of the Issue Tracking Services.

Aside from User Data, please ensure that you do not include any personal data relating to yourself or a third party in any zip files or other materials that you provide to FD for the purpose of providing Issue Tracking Services.

Legal Basis for Processing

The processing of User Data in this context is necessary for the legitimate interests of FD and your organization. Such legitimate interests include ensuring the tracking and resolution of issues in accordance with the contract between FD and your organization, having a limited number of designated contact persons with the appropriate knowledge and expertise on the client side, ensuring that persons logging issues are authorized to act on behalf of your organization, authenticating authorized users, keeping a record of issues logged and their resolution, etc.

Access to Personal Data

FD user permissions are granted on per project basis so User Data will only be accessible by FD staff working on the particular project to which the issue relates. A small number of senior personnel will have visibility of User Data across all projects or categories of projects (according to seniority/area of responsibility) for the purpose of supervising projects, managing personnel, quality control, etc.

FD uses Fresh Service, a third party application hosted in the cloud and provided by Freshworks Inc. (“Freshworks”), to provide the Issue Tracking Services to its clients. Freshworks acts as a processor of personal data on behalf of FD as controller and any sub-contractors used by Freshworks are sub-processors. FD puts appropriate contractual arrangements in place with its processors, in accordance with Data Privacy Laws, for the purpose of ensuring that User Data remains adequately protected.

Location of Processing

Fresh Service is hosted by Freshworks on cloud servers outside the EEA in countries which the European Commission does not regard as providing an adequate level of protection for personal data. FD adopts appropriate safeguards, in accordance with Data Privacy Laws, for the purpose of ensuring that your User Data remains adequately protected. Such measures may include standard contractual clauses with its service providers in the form approved by the European Commission or other applicable data supervisory authority. For further details of the measures in place please contact us as indicated below.

Security

In accordance with Data Privacy Laws, FD takes appropriate technical and organizational measures to ensure a level of security for User Data.

Retention

FD will only keep your data for as long as necessary for the performance of the Issue Tracking Services and for such period afterwards as may be required for compliance with FD’s legal obligations or other reasonable record retention requirements.

Your rights

Under certain Data Privacy Laws, you have certain rights in respect of your User Data including: (i) right to access and obtain a copy of your User Data; (ii) right to rectify any incomplete or inaccurate personal data; (iii) right to delete personal data; (iv) right to restrict processing; and (v) right to object to processing.
If you wish to exercise any of these rights, please contact us as outlined below. All of the above rights are subject to exceptions.

Contact us

If you have any questions in respect of this data privacy notice please contact us at: dataprivacyteam@fdtechnologies.com.

If you are not happy with how FD processes your User Data, you may have the right to complain to the local data protection authority in your country though we would welcome the opportunity to resolve any issue with you directly before doing so.