You have almost certainly heard of the new privacy law called the General Data Protection Regulation (GDPR).  This breakthrough new set of laws and rules will alter the way any business with EU customers treats data.  That probably includes you, and definitely includes Helpy!

We have planned a number of new features to ensure that you have the tools you need to be in compliance by May 25th.

In case you don’t know much about GDPR yet, rather than rehash what has been widely covered already, we thought we would just provide links to a couple of our favorite resources:

Here is what we are doing to get ready:

[X] Understand our obligations as both a data controller and a data processor.  Catalog and document how, where and why personal data is collected and stored. This is completed.

[X] Nominate a Data Protection Officer-  Although we have fewer than 250 employees and are not required to have a DPO, our point of contact for the time being will be our CEO, Scott Miller. Completed [  ] Update our Terms, Privacy Policy and Cookie Policy-  We are currently working on this. In Progess

Helpy as a Data Controller

We are data controller when it comes to the data of our customers.  To ensure we are compliant, we are:

[X] Ensuring that access to personal data is minimized and controlled. Completed

[X] Ensuring that our customer’s personal data is protected and collection complies with GDPR regulations. Completed

[X] Implementing more explicit consents and sign up/opt in forms for EU residents. Completed

Helpy as a Data Processor

Helpy acts as a data processor when we process data belonging to our customers (who are “data controllers”).  This includes storing tickets, your customer’s information and other data that we capture but do not own. Each of these customers are known as “data subjects” in GDPR speak.  To ensure you can be compliant, here are the tools we will be adding before May 25th:

[X] “Right to be forgotten”  We are adding tools to permanently delete or anonymize all of a data subject’s data on request, including tickets, profiles, history, logs, backups and on any third party systems that may also have a copy of a data subjects personal data.  Completed.

[X] “Data portability” We provide a way for you to provide a copy of a customer’s personal data upon their request.  This can be accomplished through either our JSON API, or through a CSV file export. Currently Available.  CSV Export was released in February.

[X] Data modification  We provide tools for data subjects to update their own personal data or for you to update on their behalf through API calls or a web interface.  Currently Available.

[  ] Security and Privacy Audit:  We are conducting a thorough audit of our applications and server infrastructure security to make sure we are doing everything we can to minimize the risk of a data breach.  This includes enforcing https connections before May 25th. Ongoing - ready by May 25th

[  ] Data Processing Addendum  In order to be compliant with GDPR, data processors must have a DPA which covers what data is collected, stored, and for how long, among other things.  When it is ready, our DPA will be included with our terms of service. In Progress, ready by May 25th.

This information is not intended to be legal advice, and is provided to demonstrate our commitment to being GDPR compliant by May 25th and educate you on specific product changes happening in advance of May 25th. Last update 5/18

Scott Miller


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