Privacy Notice Product Support
Introduction
This is the Privacy Notice for Product Support.
This information is intended for users which are interacting with Resco’s Product Support and Consultancy through the Customer Portal.
Users can be
- employees, contractors, or any type of representative of Resco’s Partners and/or Resco's Customers
- any other person who interacts with Resco Product support through the customer portal.
We are strongly committed to keeping your personal data safe. This commitment exists throughout the lifecycle of your personal data, from the design of any Resco service which uses personal data to the deletion of that data.
We think carefully about our use of personal data. Below you can find the details of what we do to protect your privacy. This policy covers, among other topics:
- Information about your rights, the choices available to you, and our obligations in the European Union.
- Transparency about how we collect and use your personal data, including when and how it is shared.
- Information on how we protect your personal data.
- Information on how we will facilitate your rights and respond to your questions.
Who are we?
RESCO spol. s r.o., Mlynské nivy 5, 821 09 Bratislava, Slovakia, is processing your personal data in the legal position of Controller.
This means that we are responsible for deciding how and why we hold and use your personal data.
If you want to contact us directly, you can find our contact details in the “How to contact us” section below.
About this Privacy Notice
This Privacy Notice explains how we collect, use, share, and transfer your personal data when you use the services provided via Resco Product Support. The Privacy Notice also explains your data privacy rights.
Personal data is any information about you by which you can be identified or be identifiable. This can include information such as:
- Everything what you provide during your registration and in your profile section: first name and last name, job title, your (company) e-mail address, country, city, company.
- information about your device (such as the IP address, which is a numerical code to identify your device that can provide information about the country, region, or city where you are based).
- information relating to how you use and interact with the Product Support Customer Portal.
Other Resco Sites
Resco operates various other sites. As user of Resco Product Support, you might be using other services as well. Some of Resco sites provide additional privacy information. You can read that information using these links:
- resco.NEXT (Resco conference)
- Resco Website (resco.net)
- blogs.resco.net (Blogs)
- docs.resco.net (Resco Wiki)
Sometimes, Resco Product Support Customer Portal may contain links to sites and services that are not part of the Resco family of offerings. These sites and services have their own privacy policies. If you follow a link to non-Resco sites and apps, you should read the privacy policy shown on their site.
We engage third party companies who assist us in providing our services and products or support us with certain functions of these applications.
Atlassian
Resco Customer Portal is a part of Jira Service Management and is operated by the cloud service provider Atlassian (Level 6, 341 George Street, Sydney, NSW 2000, Australia). Atlassian is storing and processing your personal data. You can read Atlassian’s privacy notice here: https://www.atlassian.com/legal/privacy-policy
Microsoft
We process some of your personal data via electronic communication (email). This occurs for example, when you contact our product support service via mobilecrm@resco.net. Microsoft (Microsoft Corporation, One Microsoft Way, Redmond, WA 98052-6399, USA) is our service provider for Office 365. In this position, Microsoft stores and processes your personal data on servers within the European Union. You can read Microsoft’s Privacy Statement here.
Lawful processing
We will only process your personal data if we have a lawful basis for doing so. Lawful bases for processing include consent, contractual performance and our “legitimate interests” as further described below.
- Contract Performance
We process Personal Data as a matter of “contractual necessity”. That means that we need to process the data to be able to perform the Product Support services for you. You are not obliged to provide Resco with your personal data. However, for providing support services to you, a minimum set of personal data is necessary for your participation in Resco Customer Portal.
- Legitimate Interest
When we have a business or commercial reason of our own to use your information, this is called a ‘legitimate interest’. We will tell you what that is, if we are going to rely on it as the reason for using your data. Even then, it must not unfairly go against your interests.
- Consent
In some cases, we process personal data based on the consent you expressly grant to us. When we process personal data based on your consent, we indicate that to you at the point and time of collection.
- Other Lawful Grounds
From time to time, we may also need to process personal data to comply with a legal obligation, if it is necessary to protect the vital interests of you or other data subjects, or if it is necessary for a task carried out in the public interest.
The next section references these lawful grounds for all types of personal data and all our processing activities.
Why are your personal data processed, on what lawful basis do we process it and for how long do we keep it?
| Create Account in Ticket System | |
|---|---|
| Personal Information | We obtain the data from you through the registration form published on the Resco Customer Portal. We also obtain the data when you update your profile in Resco Customer Portal: first name and last name, job title, your (company) email address, country, city, company |
| Purpose | We process this data to identify you as a user in Resco Product Support system and send you email notifications on the status of your support request. |
| Legal Basis | Legitimate Interest |
| How long do we store your data? | We store your data if you are registered in Resco Customer Portal. You can update your personal data by editing your profile.
In case you will not log in into Resco Customer Portal for 3 years, we will send you an email and ask whether you still want to continue using Resco Customer Portal services. We will delete your personal data and your profile, should you not log in for the period of 3 years. |
| Request Management | |
| Personal Information | Employee personal details (name, company, job role, email, UserID and other info in logfile.
Screenshots or video recordings from mobile device. |
| Purpose | Solving your support request |
| Legal Basis | Legitimate Interest. |
| How long do we store your data? | We store your data if you are registered in Resco Customer Portal. You can update your personal data by editing your profile.
In case you will not log in into Resco Customer Portal for 3 years, we will send you an email and ask whether you still want to continue using Resco Customer Portal services. We will delete your personal data and your profile, should you not log in for the period of 3 years. |
| Reproduce incidents on customer environment | |
| Personal Information | Contact data
Any personal data on customer systems needed for the analysis of the incident. |
| Purpose | Analyze, reproduce, and solve incidents on customer environments |
| Legal Basis | Legitimate Interest |
| How long do we store your data? | We store your data if you are registered in Resco Customer Portal. You can update your personal data by editing your profile.
In case you will not log in into Resco Customer Portal for 3 years, we will send you an email and ask whether you still want to continue using Resco Customer Portal services. We will delete your personal data and your profile, should you not log in for the period of 3 years. |
International Data Transfers
Data is stored within the European Economic Area (EEA).
From what sources do we obtain your personal data?
Resco obtains your personal data directly from you when you send us support requests.
Automated decision making and profiling
Resco Customer Portal does NOT make automated decisions nor profiling with legal or similar significant effect on you.
Personal data from Children
Resco Product Support is not directed at children. We do not knowingly collect personal data from children under the age of 16 unless (a) we have obtained consent from a parent or guardian, (b) such collection is subject to a separate agreement with us or (c) the visit by a child under the age of 16 is unsolicited or incidental. If you are a parent or guardian and believe your child has provided us with personal data without your consent, please contact us by using the information in the “How to contact us” section below and we will take steps to delete their personal data from our systems.
Security of your personal data
We have implemented appropriate technical, organizational, and physical controls to protect your personal data against unauthorized processing and against accidental loss, damage, or destruction.
You are responsible for choosing a secure password when we ask you to set up a password to access Resco Customer Portal. You should keep this password confidential, and you should choose a password that you do not use on any other site. You should not share your password with anyone else, including anyone who works for us.
Unfortunately, sending any information, including personal data, via the internet is not completely secure. We will do our best to protect your personal data once it is with us. Our hosting provider Atlassian Jira Service Management promote secure transport protocols. However, we cannot ultimately guarantee the security of any personal data sent to our site while still in transit, and you provide it at your own risk.
What are your rights regarding the personal data we hold about you?
You have several rights regarding the personal data that we hold about you and you can contact us regarding the following rights in relation to your personal data:
- You have the right to receive a copy of the personal data we hold about you.
- You have the right to correct the personal data we hold about you.
- Where applicable, you may also have a right to receive a machine-readable copy of your personal data.
- You also have the right to ask us to delete your personal data or restrict how it is used, consistent with the GDPR. There may be exceptions to the right to erasure for specific legal reasons which, if applicable, we will set out for you in the response to your request.
- Where applicable, you have the right to object to processing of your personal data for certain purposes.
- Where you have provided us with consent to use your personal data, you can withdraw this at any time.
- If you do not want us to use your personal data for marketing analysis, you can revoke your consent by clicking at a link at the bottom of marketing emails or contact us via mobilecrm@resco.net.
If you would like to exercise any of your rights specified above, please email to privacy@resco.net or write to the Data Protection Officer at Resco spol. s r.o. We will deal with your requests within 30 days.
We may need to request specific information from you to help us confirm your identity. If your request is complicated or if you have made many requests, it may take us longer. We will let you know if we need longer than one month to respond. You will not have to pay a fee to obtain a copy of your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive, or excessive.
Complaints to supervisory authorities
Resco takes your rights very seriously. However, if you are of the opinion that we have not dealt with your reservations or complaints adequately, you have the right to submit a complaint to the responsible data privacy protection authorities. You can contact the supervisory authority in your country or in Slovakia:
- Office for Personal Data Protection of the Slovak Republic
- Hraničná 12, 820 07 Bratislava 27, Slovakia
- statny.dozor@pdp.gov.sk
How to contact us?
- Resco Product Support
- In case you have questions regarding the processing of your data please contact us at mobilecrm@resco.net.
- Resco Data Protection Officer
The correct and lawful processing of your personal data in Resco is supervised by Resco’s Data Protection Officer. You can contact our Data Protection Officer by letter or mail:
- RESCO spol. s r.o.
- Data Protection Officer
- Mlynské Nivy 5, 821 09 Bratislava, Slovakia
- privacy@resco.net
Changes to this Privacy Notice
If we decide to change our Privacy Notice we will post the changes here. If the changes are significant, we will get your permission or give you the opportunity to opt out of any new uses of your data. In such cases, you are prompted to agree with the updated privacy notice during your next login.
The most recent change was made on 25 January 2022.