Right to data is a fundamental for every individual. With organizations across the world collecting customer data to enable them to provide services. It becomes important that companies manage data in a transparent manner with the customer’s consent.
GDPR is one of the most important change to data privacy regulations in the last two decades. It stands for “General Data Protection Regulation”. It establishes a new framework for handling and protecting the personal data of EU-based residents which comes into effect on May 25, 2018. It provides the citizens of the EU greater control over their personal data and assurance that their information is being securely protected across Europe.
Although GDPR is a data protection framework for the citizens residing in the EU. It also applies to all companies that handle personal data of individuals from the EU, which means almost every major corporation in the world will need to be ready when GDPR comes into effect.
If you or your organization stores and processes personal data in connection to services or goods offered in EU, then the laws will apply to you. Also, in the the event of infringement of these laws, you can face fines and penalties from 10 million to 20 million or 2% to 4% of the annual revenue of the organization depending upon whichever is higher.
We are fully committed towards being GDPR compliant by the 25th of May, by when the regulation comes into effect. Over the past few months, multiple internal teams have been working towards making sure that we are aligned to the GDPR framework. Also, we’ve built product features for great privacy and data control for our product. Learn about our organization wide efforts for GDPR.
At Freshworks, the makers of Freshservice, we have always implemented and practiced processes which ensure that customer data is stored and processed in ways only necessary to serve our customers in the best possible way. Our privacy, security & data storage policies are also streamlined with the GDPR goals and objectives. Visit our security page, to know more about the privacy and security policies.
At Freshservice, we are committed towards upholding the underlying principles of GDPR and below are some of the initiatives undertaken.
Programs, projects, and processes at Freshservice are aligned to Privacy Principles right from the inception of an idea or project, thereby supporting Privacy by Design and Default principles.
The GDPR program thoroughly evaluates how Freshservice, 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.
GDPR mandates that if a user decides to exercise their right to be forgotten, it should be complied with. To support you with these requests, Freshservice has built a 'Forget User' option. This would permanently delete user information in the system, as well as tickets/notes/calls that belong to the user.
When the admin decides to ‘Forget a user’, Freshservice displays a pop-up indicating confirmation of the action. As part of this, Freshservice provides the admin with all necessary information related to the action they are about to take. This is achieved by providing a hyperlink pointing to detailed information on what 'Data' and 'Activities' mean.
As a next step, the system will check if the Requester was involved in any core helpdesk related activities like Approvals, Change requests, etc. If there are no core helpdesk activities, all related data such as tickets, notes and chats will be deleted.
Core helpdesk activities of the ‘Forgotten user’ identified by the system will be retained.
None of the helpdesk related items will be deleted, activity data will be retained as is
Note: All these actions are recorded under ‘Activities’ and actions pertaining to ‘Forget Agent’ will be listed in Audit Logs too.
To meet the customer’s need to opt out of their data being used for business analytics, Freshservice provisions for two things:
User level opt-out
Customer level opt-out
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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 legitimised through any of the mechanisms provided in the regulation.
Some ways of legitimised transfers are through EU-US Privacy Shield Certification and Model Contractual Clauses. Freshworks is certified under the EU-US and Swiss-US Privacy Shield.
Freshworks is committed to providing secure products and services 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 business software suite.
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 organisation. We encourage you to obtain independent professional advice, before taking or refraining from any action on the basis of the information provided here.