Data Processing Agreement
Last Updated: 22 February 2022
Any capitalized term not defined in this DPA shall have the meaning given to it in the Terms of Service.
“Affiliates” means any entity that directly or indirectly controls, is controlled by, or is under common control of a party. “Control,” for purposes of this definition, means direct or indirect ownership or control of more than 50% of the voting interests of a party;
“Terms of Service” means the Terms of Service between the Controller and the Processor for the provision of the Service;
“Controller” means the Customer;
“Data Protection Law” means the GDPR and/or any subsequent amendment or replacement or supplementary legislation;
“Data Subject” shall have the same meaning as in Data Protection Law;
“DPA” means this data processing agreement together with Exhibit A and the Security Policy;
“GDPR” means Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016;
“Personal Information” shall mean “personal data” as defined in Data Protection Law;
“Processor” means TimeZest;
“Security Policy” means the Processor’s security document as updated from time to time, and accessible via https://help.timezest.com/en/articles/3155187-security-at-timezest or otherwise made reasonably available by the Processor;
“Standard Contractual Clauses” means the EU model clauses for Personal Information transfer from controllers to processors c2010-593 – Decision 2010/87EU;
“Sub-Processor” means any person or entity engaged by the Processor or its Affiliate to process Personal Information in the provision of the Service to the Controller.
2.1 The Processor has agreed to provide the Services to the Controller in accordance with the terms of the Terms of Service. In providing the Services, the Processor shall process Customer Data on behalf of the Controller. Customer Data may include Personal Information. The Processor will process and protect such Personal Information in accordance with the terms of this DPA.
3.1 In providing the Service to the Controller pursuant to the terms of the Terms of Service, the Processor shall process Personal Information only to the extent necessary to provide the Service in accordance with both the terms of the Terms of Service and the Controller’s instructions documented in the Terms of Service and this DPA.
4.1 The Processor may collect, process or use Personal Information only within the scope of this DPA.
4.2 The Processor confirms that it shall process Personal Information on behalf of the Controller and shall take steps to ensure that any natural person acting under the authority of the Processor who has access to Personal Information shall only process the Personal Information on the documented instructions of the Controller.
4.3 The Processor shall promptly inform the Controller, if in the Processor’s opinion, any of the instructions regarding the processing of Personal Information provided by the Controller, breach any Data Protection Law.
4.4 The Processor shall ensure that all employees, agents, officers and contractors involved in the handling of Personal Information: (i) are aware of the confidential nature of the Personal Information and are contractually bound to keep the Personal Information confidential; (ii) have received appropriate training on their responsibilities as a data processor; and (iii) are bound by the terms of this DPA.
4.5 The Processor shall implement appropriate technical and organisational procedures to protect Personal Information, taking into account the state of the art, the costs of implementation and the nature, scope, context and purposes of processing as well as the risk of varying likelihood and severity for the rights and freedoms of natural persons.
4.6 The Processor shall implement appropriate technical and organisational measures to ensure a level of security appropriate to the risk, including inter alia as appropriate: (i) the pseudonymisation and encryption of Personal Information; (ii) the ability to ensure the on-going confidentiality, integrity, availability and resilience of processing systems and services; (iii) the ability to restore the availability and access to Personal Information in a timely manner in the event of a physical or technical incident; (iv) a process for regularly testing, assessing and evaluating the effectiveness of technical and organisational measures for ensuring the security of the processing. In accessing the appropriate level of security, account shall be taken in particular of the risks that are presented by processing, in particular from accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to Personal Information transmitted, stored or otherwise processed.
4.7 The technical and organisational measures detailed in the Security Policy shall be at all times adhered to as a minimum security standard. The Controller accepts and agrees that the technical and organisational measures are subject to development and review and that the Processor may use alternative suitable measures to those detailed in the attachments to this DPA.
4.8 The Controller acknowledges and agrees that, in the course of providing the Service to the Controller, it may be necessary for the Processor to access the Personal Information to respond to any technical problems or Controller queries and to ensure the proper working of the Service. All such access by the Processor will be limited to those purposes.
4.9 Where Personal Information relating to an EU Data Subject is transferred outside of the EEA it shall be processed in accordance with the provisions of the Standard Contractual Clauses, unless the processing takes place: (i) in a third country or territory recognised by the EU Commission to have an adequate level of protection; or (ii) by an organisation located in a country which has other legally recognised appropriate safeguards in place, such as the EU-US Privacy Shield or Binding Corporate Rules.
4.10 Taking into account the nature of the processing and the information available to the Processor, the Processor shall assist the Controller by having in place appropriate technical and organisational measures, insofar as this is possible, for the fulfilment of the Controller’s obligation to respond to requests for exercising the Data Subject’s rights and the Controller’s compliance with the Controller’s data protection obligations in respect of the processing of Personal Information.
5. Controller Obligations
5.1 The Controller represents and warrants that it shall comply with the terms of the Terms of Service, this DPA and Data Protection Law.
5.2 The Controller represents and warrants that it has obtained any and all necessary permissions and authorisations necessary to permit the Processor, its Affiliates and Sub-Processors, to execute their rights or perform their obligations under this DPA.
5.3 The Controller is responsible for compliance with all Data Protection Law, including requirements with regards to the transfer of Personal Information under this DPA and the Terms of Service.
5.4 All Affiliates of the Controller who use the Service shall comply with the obligations of the Controller set out in this DPA.
5.5 The Controller shall implement appropriate technical and organisational procedures to protect Personal Information, taking into account the state of the art, the costs of implementation and the nature, scope, context and purposes of processing as well as the risk of varying likelihood and severity for the rights and freedoms of natural persons. The Controller shall implement appropriate technical and organisational measures to ensure a level of security appropriate to the risk, including inter alia as appropriate: (i) the pseudonymisation and encryption of Personal Information; (ii) the ability to ensure the on-going confidentiality, integrity, availability and resilience of processing systems and services; (iii) the ability to restore the availability and access to Personal Information in a timely manner in the event of a physical or technical incident; (iv) a process for regularly testing, assessing and evaluating the effectiveness of technical and organisational measures for ensuring the security of the processing. In accessing the appropriate level of security account shall be taken in particular of the risks that are presented by processing, in particular from accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to Personal Information transmitted, stored or otherwise processed.
5.6 The Controller shall take steps to ensure that any natural person acting under the authority of the Controller who has access to Personal Information only processes the Personal Information on the documented instructions of the Controller.
5.7 The Controller may require correction, deletion, blocking and/or making available the Personal Information during or after termination of the Terms of Service. The Processor will process the request to the extent it is lawful and will reasonably fulfil such request in accordance with its standard operational procedures to the extent possible.
5.8 The Controller acknowledges and agrees that some instructions from the Controller, including destruction or return of data, assisting with audits, inspections or DPIAs by the Processor, may result in additional fees. In such case, the Processor will notify the Controller of its fees for providing such assistance in advance, unless otherwise agreed.
7.1 The limitations on liability set out in the Terms of Service apply to all claims made pursuant to any breach of the terms of this DPA.
7.2 The parties agree that the Processor shall be liable for any breaches of this DPA caused by the acts and omissions or negligence of its Sub-processors to the same extent the Processor would be liable if performing the services of each Sub-processor directly under the terms of the DPA, subject to any limitations on liability set out in the terms of the Terms of Service.
7.3 The parties agree that the Controller shall be liable for any breaches of this DPA caused by the acts and omissions or negligence of its Affiliates as if such acts, omissions or negligence had been committed by the Controller itself.
7.4 The Controller shall not be entitled to recover more than once in respect of the same claim.
8.1 The Processor shall make available to the Controller all information reasonably necessary to demonstrate compliance with its processing obligations and allow for and contribute to audits and inspections.
8.2 Any audit conducted under this DPA shall consist of examination of the most recent reports, certificates and/or extracts prepared by an independent auditor bound by confidentiality provisions similar to those set out in the Terms of Service. In the event that provision of the same is not deemed sufficient in the reasonable opinion of the Controller, the Controller may conduct a more extensive audit which will be: (i) at the Controller’s expense; (ii) limited in scope to matters specific to the Controller and agreed in advance; (iii) carried out during UK business hours and upon reasonable notice which shall be not less than 4 weeks unless an identifiable material issue has arisen; and (iv) conducted in a way which does not interfere with the Processor’s day-to-day business.
8.3 This clause shall not modify or limit the rights of audit of the Controller, instead it is intended to clarify the procedures in respect of any audit undertaken pursuant thereto.
9.1 The Processor shall notify the Controller without undue delay after becoming aware of (and in any event within 72 hours of discovering) any accidental or unlawful destruction, loss, alteration or unauthorised disclosure or access to any Personal Information (“Data Breach”).
9.2 The Processor will take all commercially reasonable measures to secure the Personal Information, to limit the effects of any Data Breach, and to assist the Controller in meeting the Controller’s obligations under applicable law.
Compliance, Cooperation and Response
10.1 In the event that the Processor receives a request from a Data Subject in relation to Personal Information, the Processor will refer the Data Subject to the Controller unless otherwise prohibited by law. The Controller shall reimburse the Processor for all costs incurred resulting from providing reasonable assistance in dealing with a Data Subject request. In the event that the Processor is legally required to respond to the Data Subject, the Controller will fully cooperate with the Processor as applicable.
10.2 The Processor will notify the Controller promptly of any request or complaint regarding the processing of Personal Information, which adversely impacts the Controller, unless such notification is not permitted under applicable law or a relevant court order.
10.3 The Processor may make copies of and/or retain Personal Information in compliance with any legal or regulatory requirement including, but not limited to, retention requirements.
10.4 The Processor shall reasonably assist the Controller in meeting its obligation to carry out data protection impact assessments (DPIAs), taking into account the nature of processing and the information available to the Processor.
10.5 The parties acknowledge that it is the duty of the Controller to notify the Processor within a reasonable time, of any changes to applicable data protection laws, codes or regulations which may affect the contractual duties of the Processor. The Processor shall respond within a reasonable timeframe in respect of any changes that need to be made to the terms of this DPA or to the technical and organisational measures to maintain compliance. If the parties agree that amendments are required, but the Processor is unable to accommodate the necessary changes, the Controller may terminate the part or parts of the Service which give rise to the non-compliance. To the extent that other parts of the Service provided are not affected by such changes, the provision of those Service shall remain unaffected.
10.6 The Controller and the Processor and, where applicable, their representatives, shall cooperate, on request, with a supervisory data protection authority in the performance of their respective obligations under this DPA.
Term and Termination
11.1 The Processor will only process Personal Information for the term of the DPA. The term of this DPA shall coincide with the commencement of the Terms of Service and this DPA shall terminate automatically together with termination or expiry of the Terms of Service.
11.2 The Processor shall at the choice of the Controller, upon receipt of a written request received within 30 days the end of the provision of the Service relating to processing, delete or return Personal Information to the Controller. The Processor shall in any event delete all copies of Personal Information in its systems within 60 days of the effective date of termination of the Terms of Service unless: (i) applicable law or regulations require storage of the Personal Information after termination; or (ii) partial Personal Information of the Customer is stored in backups, then such Personal Information shall be deleted from backups up 1 year after the effective date of termination of the Terms of Service.
12.1 This DPA sets out the entire understanding of the parties with regards to the subject matter herein.
12.2 Should a provision of this DPA be invalid or become invalid then the legal effect of the other provisions shall be unaffected. A valid provision is deemed to have been agreed which comes closest to what the parties intended commercially and shall replace the invalid provision. The same shall apply to any omissions.
12.3 This DPA shall be governed by the laws of the State of Delaware, USA. The New Castle County Courts of Delaware, USA shall have exclusive jurisdiction for the settlement of all disputes arising under this DPA.
The parties agree that this DPA is incorporated into and governed by the provisions of the Terms of Service.
Overview of data processing activities to be performed by the Processor
The Controller transfers Personal Information identified in sections 3, 4 and 5 below, as it relates to the processing operations identified in section 6 below.
The Controller is the Customer.
The Processor received data identified in sections 3, 4 and 5 below, as it relates to the processing operations identified in section 6 below.
The Processor is the Company.
3. Data Subjects
The Personal Information transferred includes but is not limited to the following categories of Data Subjects:
- Employees, freelancers and contractors of the Controller and other users added by the Controller from time to time.
- Users, Affiliates and other participants from time to time to whom the Controller has granted the right to access the Service in accordance with the terms of the Terms of Service.
- Clients of the Controller and individuals with whom those end users communicate with by email and/or instant messaging.
- Service providers of the Controller.
- Children who are at least 16 years old.
- Other individuals to the extent identifiable in the content of emails or their attachments or in archiving content.
4. Categories of Data
The Personal Information transferred includes but is not limited to the following categories of data:
- Personal details, names, user names, passwords, email addresses, company and title of Customers and users.
- Personal Information derived from the users use of the Service such as records and business intelligence information.
- Personal Information within email and messaging content which identifies or may reasonably be used to identify, data subjects.
- Meta data including sent, to, from, date, time, subject, which may include Personal Information.
- Reviews and ratings and feedback about Customer’s business.
- Locations data.
- Financial data including credit card details and billing information.
- Data concerning profession.
- Image and sound recordings.
- File attachments that may contain Personal Information.
- Survey, feedback and assessment messages.
- Information offered by users as part of support enquiries.
- Other data added by the Controller from time to time.
5. Special categories of Data
No sensitive data or special categories of data are permitted to be transferred and shall not be contained in the content of, or attachments to, emails.
6. Processing operations
The Personal Information transferred will be subject to the following basic processing activities:
- Personal Information will be processed to the extent necessary to provide the Service in accordance with both the Terms of Service and the Controller’s instructions. The Processor processes Personal Information only on behalf of the Controller.
- Processing operations include but are not limited to: reviews, feedback and comments on the provision of customer service support, client satisfaction and team performance. These operations relate to all aspects of Personal Information processed.
- Technical support, issue diagnosis and error correction to ensure the efficient and proper running of the systems and to identify, analyse and resolve technical issues both generally in the provision of the Service and specifically in answer to a Controller query. This operation may relate to all aspects of Personal Information processed but will be limited to metadata where possible.
- Virus, anti-spam and Malware checking in accordance with the Service provided. This operation relates to all aspects of Personal Information processed.
- URL scanning for the purposes of the provision of targeted threat protection and similar service which may be provided under the Terms of Service. This operation relates to attachments and links in emails and will relates to any Personal Information within those attachments or links which could include all categories of Personal Information.