This document is a working draft until it has been reviewed by our lawyers before launch. The binding version will be published here and dated.
This summary describes the data processing agreement (DPA) that forms part of the terms of service. The signed PDF version will be downloadable from the Admin Center before launch.
Roles
You (the customer) are the controller of the personal data in your workspace. Askem d.o.o. is the processor and processes it only on your documented instructions: to provide, secure and support the service.
Data and purposes
Ticket content, messages, attachments, help-centre accounts, and the names, email addresses, phone numbers and identifiers of your end users and staff, processed to deliver the helpdesk service you configure.
Security measures
Hosting in the EU, encryption in transit, encryption of integration secrets with a key per workspace, workspace isolation, an append-only audit trail, role-based access with optional single sign-on, PII redaction rules, retention policies and erasure requests. See security and trust.
AI features
When you enable AI features, ticket text is sent to our AI subprocessor after personal data is masked. It is not used to train models. Admins can switch AI off for the whole workspace.
Subprocessors
Listed on the subprocessors page. We announce new subprocessors 30 days in advance, and you may object.
Breaches
We notify you without undue delay, and within 48 hours of becoming aware of a personal data breach affecting your workspace.
Assistance, audits and deletion
We help you answer data subject requests (export, erasure) and with impact assessments. You may audit our compliance as set out in the final DPA. At the end of the contract you can export your data; we then delete it within 30 days, and backups expire on their normal cycle.
International transfers
Data is stored in the EU. Transfers to subprocessors outside the EU use an adequacy decision or the EU Standard Contractual Clauses.