Enreach Service Center - Privacy Policy

1. Description of the Processing

To handle partner inquiries, support cases, and to provide a Help Center with predominantly technical articles about Enreach products, we make the Enreach Service Center available to our partners and customers. For the browser-based Enreach Service Center, we use the cloud-based software solution Zendesk.

After registration and creation of a personalised login based on the email address, users can, in particular, use the Enreach Service Center to:

Create and track support requests (tickets)
Communicate with our support team
Access help documentation and status information
Receive notifications about support processes or service information

2. Controller

The controller within the meaning of the GDPR is:

Enreach GmbH, Robert-Bosch-Straße 1, 44803 Bochum, Germany

(hereinafter "Enreach" or "we")

3. Categories of Personal Data Processed

Within the scope of using the Enreach Service Center, the following data in particular are processed:

Master data of Enreach partners or customers

First and last name, email address
If applicable, other information provided voluntarily by users

Communication data

In the context of support requests, information may be transmitted in technical log files, screenshots, or other attachments.
These may – depending on the respective support case – contain personal data voluntarily provided by users, such as contact details.

For the transmission of personal data in the context of Swyx support tickets, especially in screenshots or log files, Enreach provides a support process for file upload. This ensures that such data can be deleted after a short storage period.

Contents of support requests
Message histories (tickets, comments, attachments)
Ticket history, status information, assignments to support categories
User and permission information
Timestamps of interactions and information about the use of the Enreach Service Center (e.g. pages and functions accessed)
Session and log data to ensure system security and error analysis (e.g. login times, IP address, browser type, operating system, and possibly device information)

4. Purposes of the Processing

The processing is carried out for the following purposes:
Handling and management of support requests
Communication with users within the scope of support
Provision of self-service content (Help Center)
Operation, security, and improvement of the support system
Sending system-related notifications

Important note on notifications

Registered users can automatically receive notifications, in particular:

About their own support requests
About subscribed topics, articles, or categories
About maintenance, outages, or relevant service information

5. Legal Bases

The processing is based on the following legal bases:

Art. 6(1)(b) GDPR (performance of a contract)
- to the extent processing is necessary for handling support requests
Art. 6(1)(f) GDPR (legitimate interests)
- Operation of an efficient support system
- Ensuring IT security
- Provision of service information
Art. 6(1)(a) GDPR (consent)
- to the extent users actively use optional functions (e.g. newsletter, certain notifications)

6. Recipients / Processors

For the operation of the Enreach Service Center, we use the following processor: Zendesk, Inc., USA (with European branches)

Zendesk processes personal data exclusively on behalf of Enreach and on the basis of a concluded data processing agreement (Art. 28 GDPR).

7. Transfer to Third Countries

Processing of personal data by Zendesk primarily takes place within the EU but may, in exceptional cases, also take place outside the European Union (especially in the USA). In these cases, data transfer is based on appropriate safeguards, in particular:

EU Standard Contractual Clauses (SCCs)

To the extent Zendesk processes personal data subject to the data protection laws of the European Union and this processing takes place in a country for which there is no adequacy decision by the European Commission, the EU Standard Contractual Clauses (EU SCCs) are incorporated by reference in the respective data processing agreement.

EU-U.S. Data Privacy Framework (EU-U.S. DPF)

Zendesk is certified under the EU-U.S. Data Privacy Framework.

Binding Corporate Rules

To the extent Zendesk processes personal data from the European Economic Area (EEA) outside the EEA or permits such processing by a sub-processor, Zendesk will fully comply with the requirements of Zendesk's Binding Corporate Rules to ensure adequate protection of the personal data processed by Zendesk on behalf of the customer. The binding corporate rules are available in Zendesk’s Trust Center at www.zendesk.com/trust-center.

If applicable, other legally recognised protection mechanisms

8. Retention Period

Personal data is only stored as long as necessary for the respective purposes. In particular:

Personal data related to a Swyx support ticket, which was transmitted by the user via the provided Enreach support process through file upload: deletion 14 days after the associated ticket is closed.
Support tickets: until complete processing and beyond, as far as legal retention obligations exist
Account data: until the user account is deleted

9. Rights of Data Subjects

Data subjects have the following rights at any time:

Right of access (Art. 15 GDPR)
Right to rectification (Art. 16 GDPR)
Right to erasure (Art. 17 GDPR)
Right to restriction of processing (Art. 18 GDPR)
Right to data portability (Art. 20 GDPR)
Right to object (Art. 21 GDPR)

Requests can be directed to dataprotectionteam@enreach.com

10. Options for Objection and Unsubscription

Users have the option at any time to:

Have their user account deleted
Unsubscribe from receiving notifications
Object to receiving certain communications

Unsubscription can be done:

Via the corresponding settings in the Enreach Service Center
Or via the unsubscribe functions contained in emails
Or by informal notification to Enreach

11. External Privacy Notices

Further information on data processing by Zendesk is available at the following addresses:

https://www.zendesk.de/company/agreements-and-terms/privacy-notice/