Legal Matters

State: 02/2019

  • Legal notices

Data Privacy Statement - Zendesk Chat

1

Purpose of Zendesk live chats

We utilize the Zendesk chat on our website which is a live chat software owned by the US company Zendesk Inc. The messages and data received and sent when using this live chat will be processed and documented. The Zendesk chat aims at communicating directly with our website visitors in real-time which is also known as a live chat.

For each individual accessing our website which is equipped with the Zendesk chat software, data will be collected for the purpose of running the live chat and analyzing the operation of this system.

2

Legal basis

The legal basis of the processing is Art. 6 (1) lit. f GDPR according to our interest in a direct and customer-friendly communication.

By using the Zendesk chat, you agree that your data collected by Google may be processed for the purpose described above. You can stop this support at any time.

3

Scope of Data Collection by Zendesk

Zendesk chat shows the user whether one of our employees is currently online so that they can provide an immediate answer to your questions. If you use our live chat system, the data you provide will be saved to answer your questions. The collected data includes:

  • Chat history
  • Entered name
  • IP address
  • Country of origin
  • Pages visited
  • Duration of the visit to the pages
  • Other personal information, depending on the information provided (for example, email address, phone number)

It is possible to enter contact details such as name, phone number, and e-mail address in order to facilitate the contact. Such data are not passed on to third parties and are only used to process and document the requests.

Zendesk, Inc, 1019 Market Street San Francisco, CA 94103, has submitted to the EU-US Privacy Shield, which guarantees the compliance with the data protection level applicable in the EU.

You can find more information about the data processing by Zendesk in the data protection declaration of Zendesk at www.zendesk.com/company/privacy-and-data-protection/and on the EU data protection page www.zendesk.com/company/privacy-and-data-protection/.

Here you will also find further information about your rights in this regard to protect your privacy: www.zendesk.com/company/agreements-and-terms/privacy-policy/

If you have any questions, you can also contact Zendesk directly: privacy@zendesk.com.

4

Extent of data collection by Dlubal Software

As provider of the Zendesk chat, we are able to

  • limit, suspend or terminate your access to the service
  • access and process your personal data which you have provided to Zendesk
  • access and export your personal data processed to Zendesk
  • change your personal data including your end user profile.

Personal data processing provided in the Zendesk chat form is used to directly answer sales and support inquiries as well as other questions with the Zendesk chat. Your chats, including the email address (if provided), will be transferred to our development database (NetGenium) and our CRM system in order to process inquiries. Chat history is further documented and saved. If applicable, the provided email address will be assigned to the corresponding point of contact and company.

5

Data security

When using the online support, you are communicating via an encrypted connection. This prevents unauthorized third parties access to the online support content.

6

Data Transfer and Recipients

Your chat personal data including the email address (if provided) are accessible to our legally independent Dlubal locations in our shared CRM system and development database (NetGenium). Find more information about our Dlubal locations here:
www.dlubal.com/en/company/contact/dlubal-locations

Furthermore, our software development provider can access this personal data in our shared development database (NetGenium).

Contact us

Contact Dlubal

If you have any questions about this privacy policy and the processing of your personal data, you can contact our internal data protection officer or write an e-mail to data-protection@dlubal.com.

Our data protection officer will also be at your disposal if you request information, suggestions or have any complaints.

+49 9673 9203 0