Learn how Helpwise helps its customers to become GDPR (General Data Protection Regulation) Compliant.
At Helpwise, we have always taken care of your data with the seriousness it deserves and to make ourselves & our customers General Data Protection Regulation (GDPR) compliant, we have revised our internal processes, security and terms & privacy documents accordingly.
- Terms of Service: Updated to reflect GDPR requirements & compliance.
- Data Processing Addendum is available upon request (for Enterprise Plan Customers)
- Access to information is restricted to what’s strictly required for troubleshooting and customer support.
- Our partners and suppliers are also compliant with the new regulations.
- Our whole team is being trained to understand the requirements and implications of the GDPR.
Privacy By Design – Data Protection Compliance
Our engineering team has added a lot of new tools & features in your Helpwise account to allow you to control your data better. We have prepared a guide on all the available tools/features that help you comply with GDPR & address your users requests. Guide will be published online soon and link will be shared here.
List of Sub-Processors
We work with the best in the market to ensure complete compliance, data safety and peace of mind.
Amazon Web Services
Hosting services in the US
Support Chat, Sales Chat and transactional email automation
Payment gateway (PCI compliant)
Sales CRM tool
CRM for customer success & marketing
Email API Provider
Email API Provider
To allow customers to send emails via Gmail
Google (Google Analytics)
Privacy and Data Handling Tools and Processes
Right to object (opt-out)
You can easily add a contact to Opt Out list to stop any outbound emails and SMS to the mentioned contact. Your customer can even text you Stop to opt-out of any future text messages.
Right to be forgotten
With Helpwise, deleting a contact will
permanently delete all data related to that individual. You can delete
any contact from your Helpwise Contacts.
If your customer (data subject) wishes to exercise his/her Right To Be Forgotten under GDPR, you can done so by
- Deleting his/her contact information on Helpwise
- Delete all emails related to his/her contact
- Add the contact to Opt Out list (so that no one from your team can ever contact that person again either via email or SMS)
And, for double confirmation & any help, you can write to our support team at firstname.lastname@example.org
Right to rectification
You can access and update your Helpwise account settings at any time to correct or complete your account information from your account settings page. You may also contact Helpwise at any time to access, correct, amend or delete information that we hold about you.
Right of access
Right of portability
You can export out all the messages (emails, sms, whatsapp) Helpwise account. You can always contact our chat support if you need any help with exporting this data. To raise an export requeat, you can write to email@example.com and our support team will help you with your query within 24 hours. In case of historical data (1 month old and more), it may take up to 7 days to generate the export file.
Quoting from GDPR website
Under the GDPR, breach notification will become mandatory in all member states where a data breach is likely to “result in a risk for the rights and freedoms of individuals”. This must be done within 72 hours of first having become aware of the breach. Data processors will also be required to notify their customers, the controllers, “without undue delay” after first becoming aware of a data breach.
We thoroughly reviewed our data security, made sure that we have complete data encryption for both in-motion and at-rest data. And, also created a policy around Breach notification to inform our customers within 72 hours of first having become aware of the breach.
The Service is hosted in the United States. Regardless of the database being hosted in the European Union, if you choose to use the Service from the EU or other regions of the world with laws governing data collection and use that may differ from US law, then please note that you may be transferring your Client Data and Personal Data outside of those regions to the United States for storage and processing by our service providers listed in the our Terms of Service. We will comply with GDPR requirements providing adequate protection for the transfer of personal information from Europe to the US. Also, we may transfer your data to the US, the EEA, or other countries or regions deemed by the European Commission to provide adequate protection of personal data in connection with storage and processing of data, fulfilling your requests, and operating the Service.
Data Controller and Data Processor
Helpwise does not own, control or direct the use of any of the Client Data stored or processed by a Client or User via the Service. Only the Client or Users are entitled to access, retrieve and direct the use of such Client Data. Helpwise is largely unaware of what Client Data is actually being stored or made available by a Client or User to the Service and does not directly access such Client Data except as authorized by the Client, or as necessary to provide Services to the Client and its Users.
The Client or the User is the data controller under the Regulation for any Client Data containing Personal Data, meaning that such party controls the manner such Personal Data is collected and used as well as the determination of the purposes and means of the processing of such Personal Data.
Helpwise is not responsible for the content of the Personal Data contained in the Client Data or other information stored on its servers (or its subcontractors’ servers) at the discretion of the Client or User nor is Helpwise responsible for the manner in which the Client or User collects, handles disclosure, distributes or otherwise processes such information.
We only retain the Personal Data collected from a User for as long as the User’s account is active or otherwise for a limited period of time as long as we need it to fulfill the purposes for which we have initially collected it, unless otherwise required by law. We will retain and use information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements as follows:
- the contents of closed accounts are deleted within 6 months of the date of closure.
- backups are kept for 12 months.
- information on legal transactions between Client and Helpwise is retained for a period of 10 years.
We hope this makes your use of Helpwise and the transition to GDPR much easier. As always, please contact us if you have any questions: firstname.lastname@example.org