Zendesk chat service’s privacy statement | SeAMK

Zendesk chat service's privacy statement

Articles 13 and 14 of the EU General Data Protection Regulation

Data Protection Act (1050/2018)

Articles 13 and 14 of the Combined Data Subject Information Document (EU Data Protection Regulation 2016/679)

1. Controller

Seinäjoki University of Applied Sciences
Kampusranta 11, Frami F
FI-60320 Seinäjoki, Finland
+358 20 124 3000
seamk(at)seamk.fi

2. Controller’s representative

Johanna Säilä-Jokinen, Director of Administration, Seinäjoki University of Applied Sciences
johanna.saila-jokinen(at)seamk.fi

2a. Official responsible for the personal data file

Jarkko Meronen, Coordinator, Library Services, Seinäjoki University of Applied Sciences
tel. +358 40 830 4250
jarkko.meronen(at)seamk.fi

2b. Contact persons in matters relating to the data file

Jarkko Meronen, Coordinator, Library Services, Seinäjoki University of Applied Sciences
tel. +358 40 830 4250
jarkko.meronen(at)seamk.fi

2c. Contact details of the Data Protection Officer

Jarmo Jaskari, Data Protection Officer, Seinäjoki University of Applied Sciences
tel. +358 40 868 0680
jarmo.jaskari(at)seamk.fi

3. Name of the data file

Zendesk chat service.

4. Purpose of processing personal data/data file use

The entire chat discussion is automatically recorded in the customer service system.

The data file has been established to implement the chat service of the Seinäjoki University of Applied Sciences library and to develop the service.

5. Purpose of maintaining the data file

The data file is maintained on the basis of a customer relationship or other relevant contacts.

The chat discussion is automatically recorded in the customer service system. Recordings can be used to ensure the quality of chat customer service and the accuracy of customer responses, as well as to improve operations. The recordings can also be used in the training aimed at improving the customer service and in the planning of guidelines.

5a. Data content of the file

The email and the name/pseudonym of the user are recorded when the chat service is used. A Facebook or Google+ account can also be used to log into the service.

The following data is entered in the service:

  • Personal data provided in the Zendesk chat service inserted in the services of the SeAMK library (subject to consent).
  • The chat also automatically collects the details of the route taken by the visitor on the site, location of the user, the browser and the platform used by the user, the user’s IP address and the user agent. The name and the email address are used to send answers to the messages if the chat is not active. The route taken by the visitor is used to specify the context of the submitted message if it is not clear from the message itself.
  • The customer may also order the chat history to their own email.
  • Details of the chat service adviser

Chat recordings are stored in the management application for two years, after which they are destroyed by the controller. After a service order has been cancelled, terminated or transferred, the service provider will retain the data stored in the management application for 120 days.

5b. Information systems using the data file

Zendesk chat service.

6. Regular sources of data

The data is obtained from the customers in chat customer service situations.

7. Regular disclosure of data

Chat discussions may be ordered to an email address specified by the controller.

8. Transfer of data outside the EU or the EEA

Zendesk has data centres in three regions: United States, Asia and the European Union. Service details can be stored in any of these regions.

9. Principles of data file protection

A.      Manual material

B.      Computer-processed data

The IT equipment maintaining the data file is located in protected and supervised premises. The service is provided as a Saas (Software as a Service), which means that no applications are installed on the user’s device and the service is used via an internet browser.

Chat system users have personal user IDs and passwords.

Information management in the system is entirely the customer’s responsibility and Zendesk is not in any way involved in the processing of data stored in its customers’ accounts. This means that Zendesk does not modify, remove, clean, restore or otherwise change individual pieces of data. The only exception to this policy is the possible need to process the data caused by problems affecting the Zendesk services (such as a software failure). In such situations the service provider will take the necessary reasonable measures to recover the data.