The SnapComms Processing Agreement is made available on our Compliance Certifications and regulations page and is incorporated into the SnapComms Customer Terms of Service, as specified in the SnapComms Customer Terms of Service.

For Customers that would like to receive a signed copy of the SnapComms Data Processing Agreement, we have made this copy available to you. This copy includes signatures on the Data Processing Agreement version last modified YY/MM/DD. No changes made to this copy are agreed to by SnapComms.

SnapComms Data Processing Agreement

Last Modified: 31/08/2020

This SnapComms Data Processing Agreement and its Annexes (“DPA”) reflects the parties’ agreement with respect to the Processing of Personal Data by SnapComms on behalf of Customer in connection with the SnapComms Software License and Service Delivery Agreement under the Terms and Conditions, between SnapComms and Customer (the “Agreement”).

This DPA is supplemental to, and forms an integral part of, the Agreement and is effective upon its incorporation into the Agreement, which incorporation may be specified in the Agreement, an Order or an executed amendment to the Agreement. In case of any conflict or inconsistency with the terms of the Agreement, this DPA shall take precedence over the terms of the Agreement to the extent of such conflict or inconsistency.

We periodically update these terms. If you have an active SnapComms subscription, we will let you know when we do via email (if you have subscribed to receive email notifications via the link in our Agreement) or via in-app notification.

The term of this DPA shall follow the term of the Agreement. Terms not otherwise defined herein shall have the meaning as set forth in the Agreement.

1. Definitions

2. Customer Responsibilities

3. SnapComms Obligations

4. Data Subject Requests

5. Sub-Processors

6. Data Transfers

7. Additional Provisions for European Data

8. General Provisions

Annex 1 – Details of Processing activities carried out by the Data Processor

Annex 2 – Security Measures

Annex 3 – Standard Contractual Clauses

Annex 4 – List of Sub-Processors

1. Definitions

“Controller” means the natural or legal person, public authority, agency or other body which, alone or jointly with others, determines the purposes and means of the Processing of Personal Data.

“Data Protection Laws” means all applicable worldwide legislation relating to data protection and privacy which applies to the respective party in the role of Processing Personal Data in question under the Agreement, including without limitation European Data Protection Laws and the data protection and privacy laws of New Zealand and United States of America in each case as amended, repealed, consolidated or replaced from time to time.

“Data Subject” means an identified or identifiable natural person, it being understood that an identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person.

"Europe" means the European Union, the European Economic Area and/or their member states, Switzerland and the United Kingdom.

“European Data” means an identified or identifiable natural person, it being understood that an identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person.

“Data Protection” Legislation means: (a) any applicable legislation in force from time to time which implements the European Community's Directive 95/46 EC and Directive 2002/8/EC, including but not limited to the UK Data Protection Act 2018 (2018/C.12) on the protection of privacy in relation to the processing of personal data; and (b) from 25 May 2018 only, the European General Data Protection Regulation no. 2016/679 of 27 April 2016; and (c) any other national legislation in force from time to time in UK relating to privacy and/or the processing of Personal Data.

“Instructions” means the written, documented instructions issued by a Controller to a Processor, and directing the same to perform a specific or general action with regard to Personal Data (including, but not limited to, depersonalizing, blocking, deletion, making available).

“Personal Data” means any information relating to an identified or identifiable individual where such information is contained within Customer Data and is protected similarly as personal data, personal information or personally identifiable information under applicable Data Protection Laws.

“Personal Data Breach” means a breach of security leading to the accidental or unlawful destruction, loss, alteration, unauthorized disclosure of, or access to, Personal Data transmitted, stored or otherwise Processed by SnapComms and/or its Sub-Processors in connection with the provision of the SnapComms Software License and Service Delivery Agreement. "Personal Data Breach" shall not include unsuccessful attempts or activities that do not compromise the security of Personal Data, including unsuccessful log-in attempts, pings, port scans, denial of service attacks, and other network attacks on firewalls or networked systems.

"Privacy Shield" means the EU-U.S. and Swiss-US Privacy Shield self-certification program operated by the U.S. Department of Commerce and approved by the European Commission pursuant to its Decision of July,12 2016 and by the Swiss Federal Council on January 11, 2017 respectively.

"Privacy Shield Principles" means the Privacy Shield Principles (as supplemented by the Supplemental Principles) contained in Annex II to the European Commission Decision of July,12 2016.

“Processing” means any operation or set of operations which is performed on Personal Data, encompassing the collection, recording, organization, structuring, storage, adaptation or alteration, retrieval, consultation, use, disclosure by transmission, dissemination or otherwise making available, alignment or combination, restriction or erasure of Personal Data. The terms “Process”, “Processes” and “Processed” will be construed accordingly.

“Processor” means a natural or legal person, public authority, agency or other body which Processes Personal Data on behalf of the Controller.

“Standard Contractual Clauses” means the standard contractual clauses for Processors approved pursuant to the European Commission’s decision (C(2010)593) of 5 February 2010, in the form set out at Annex 3.

“Sub-Processor” means any Processor engaged by SnapComms to assist in fulfilling SnapComms' obligations with respect to the provision of the SnapComms Software License and Service Delivery Agreement under the Agreement. Sub-Processors may include third parties but shall exclude any SnapComms employee or consultant.

2. Customer Responsibilities

a) Compliance with Laws.

Within the scope of the Agreement and in its use of the services, Customer shall be responsible for complying with all requirements that apply to it under applicable Data Protection Laws with respect to its Processing of Personal Data and the Instructions it issues to SnapComms.

In particular but without prejudice to the generality of the foregoing, Customer acknowledges and agrees that it shall be solely responsible for: (i) the accuracy, quality, and legality of Customer Data and the means by which Customer acquired Personal Data; (ii) complying with all necessary transparency and lawfulness requirements under applicable Data Protection Laws for the collection and use of the Personal Data, including obtaining any necessary consents and authorizations (particularly for use by Customer for marketing purposes); (iii) ensuring it has the right to transfer, or provide access to, the Personal Data to SnapComms for Processing in accordance with the terms of the Agreement (including this DPA); (iv) ensuring that its Instructions to SnapComms regarding the Processing of Personal Data comply with applicable laws, including Data Protection Laws; and (v) complying with all laws (including Data Protection Laws) applicable to any emails or other content created, sent or managed through the SnapComms Software License and Service Delivery Agreement, including those relating to obtaining consents (where required) to send emails, the content of the emails and its email deployment practices. Customer shall inform SnapComms without undue delay if it is not able to comply with its responsibilities under this sub-section (a) or applicable Data Protection Laws.

b) Controller Instructions.

The parties agree that the Agreement (including this DPA), together with Customer's use of the SnapComms Software License and Service Delivery Agreement in accordance with the Agreement, constitute Customer’s complete and final Instructions to SnapComms in relation to the Processing of Personal Data, and additional instructions outside the scope of the Instructions shall require prior written agreement between Customer and SnapComms.

3. SnapComms Obligations

a) Compliance with Instructions.

SnapComms shall only Process Personal Data for the purposes described in this DPA or as otherwise agreed within the scope of Customer’s lawful Instructions, except where and to the extent otherwise required by applicable law. SnapComms is not responsible for compliance with any Data Protection Laws applicable to Customer or Customer's industry that are not generally applicable to SnapComms.

b) Conflict of Laws.

If SnapComms becomes aware that it cannot Process Personal Data in accordance with Customer's Instructions due to a legal requirement under any applicable law, SnapComms will (i) promptly notify Customer of that legal requirement to the extent permitted by the applicable law; and (ii) where necessary, cease all Processing (other than merely storing and maintaining the security of the affected Personal Data) until such time as Customer issues new Instructions with which SnapComms is able to comply. If this provision is invoked, SnapComms will not be liable to Customer under the Agreement for any failure to perform the applicable SnapComms Software License and Service Delivery Agreement until such time as Customer issues new lawful Instructions with regard to the Processing.

c) Security.

SnapComms shall implement and maintain appropriate technical and organisational measures to protect Personal Data from Personal Data Breaches, as described under Annex 2 to this DPA ("Security Measures"). Notwithstanding any provision to the contrary, SnapComms may modify or update the Security Measures at its discretion provided that such modification or update does not result in a material degradation in the protection offered by the Security Measures.

d) Confidentiality.

The Data Processor shall only disclose Personal Data to, or allow access by, its employees or agents who have had appropriate training in data protection matters and whose use or processing of the Personal Data is strictly necessary for the performance of the Agreement.
The Data Processor shall ensure that these persons authorised to access or process the Personal Data are under an obligation of confidentiality.
The Data Processor shall take reasonable steps to ensure that it has appropriate policies and processes in place in relation to employees or agents who have access to Personal Data disclosed to the Data Processor by the Data Controller under the Agreement.
The Data Processor shall ensure that all employees who access or process Personal Data are informed of its confidential nature and do not publish, disclose or divulge any of the Personal Data to any third party without the prior written consent of the Data Controller.

e) Requests from Data Subjects or Authorities.

The Data Processor shall immediately and at least within twenty-four (24) hours notify the Data Controller of: (a) any request from a Data Subject relating to the Data Controller’s obligations under Data Protection Legislation; or (b) a request from any third party or regulatory authority for disclosure of Personal Data where compliance with such request is required by law.
The Data Processor shall at all times cooperate with and assist the Data Controller in responding in a timely manner when fulfilling such requests, amongst others by, taking into account the nature of the processing, implementing appropriate technical and organisational measures, insofar as this is possible, for the fulfilment of the Data Controller’s obligations to respond to such requests under Data Protection Legislation.

f) Personal Data Breaches.

The Data Processor shall notify the Data Controller without undue delay upon becoming aware of a Personal Data Breach or the occurrence thereof and, without undue delay and no later than twenty-four (24) hours after becoming aware of it, with all relevant details reasonably available on the Personal Data Breach.
The Data Processor shall provide reasonable cooperation and sufficient information to the Data Controller in relation to the Personal Data Breach to allow the Data Controller to meet any obligations to report Personal Data Breaches to the data protection authorities and to inform Data Subjects under Data Protection Legislation.
The information provided by the Data Processor shall, as a minimum:

i) describe the nature of the Personal Data Breach, the categories and numbers of Data Subjects concerned, and the categories and numbers of Personal Data records concerned;

ii) communicate the name and contact details of the Data Processor's data protection officer or other relevant contact from whom more information may be obtained;

iii) describe the likely consequences of the Personal Data Breach; and

iv) describe the measures taken or proposed to be taken to address the Personal Data Breach.

The Data Processor shall co-operate with the Data Controller and take such reasonable steps as are directed by the Data Controller to assist in the investigation, mitigation and remediation of each such Personal Data Breach.

g) Deletion or Return of Personal Data.

SnapComms will delete or return all Customer Data, including Personal Data (including copies thereof) Processed pursuant to this DPA, on termination or expiration of your SnapComms Software License and Service Delivery Agreement in accordance with the procedures and timeframes set out in the Agreement, save that this requirement shall not apply to the extent SnapComms is required by applicable law to retain some or all of the Customer Data, or to Customer Data it has archived on back-up systems, which data SnapComms shall securely isolate and protect from any further Processing and delete in accordance with its deletion practices. You may request the deletion of your SnapComms Software License after expiration or termination of your SnapComms Software License by sending a request to privacy@SnapComms.com

4. Data Subject Requests

The SnapComms Software License and Service Delivery Agreement provides Customer with a number of controls that Customer may use to retrieve, correct, delete or restrict Personal Data, which Customer may use to assist it in connection with its obligations under Data Protection Laws, including its obligations relating to responding to requests from Data Subjects to exercise their rights under applicable Data Protection Laws ("Data Subject Requests").

To the extent that Customer is unable to independently address a Data Subject Request through the SnapComms Software License and Service Delivery Agreement, then upon Customer’s written request SnapComms shall provide reasonable assistance to Customer to respond to any Data Subject Requests or requests from data protection authorities relating to the Processing of Personal Data under the Agreement. Customer shall reimburse SnapComms for the commercially reasonable costs arising from this assistance.

If a Data Subject Request or other communication regarding the Processing of Personal Data under the Agreement is made directly to SnapComms, SnapComms will promptly inform Customer and will advise the Data Subject to submit their request to Customer.

Customer shall be solely responsible for responding substantively to any such Data Subject Requests or communications involving Personal Data.

5. Sub-Processors

Customer agrees that SnapComms may engage Sub-Processors to Process Personal Data on Customer's behalf. SnapComms has currently appointed, as Sub-Processors, the third parties listed in Annex 4 to this DPA. SnapComms shall notify Customer if it adds or removes Sub-Processors to Annex 4 prior to any such changes.

Where SnapComms engages Sub-Processors, SnapComms will impose data protection terms on the Sub-Processors that provide at least the same level of protection for Personal Data as those in this DPA, to the extent applicable to the nature of the services provided by such Sub-Processors. SnapComms will remain responsible for each Sub-Processor’s compliance with the obligations of this DPA and for any acts or omissions of such Sub- Processor that cause SnapComms to breach any of its obligations under this DPA.

6. Data Transfers

Customer acknowledges and agrees that SnapComms may access and Process Personal Data on a global basis as necessary to provide the SnapComms Software License and Service Delivery Agreement in accordance with the Agreement, and in particular that Personal Data will be transferred to and Processed by SnapComms in the United States and to other jurisdictions where SnapComms and Sub-Processors have operations. SnapComms shall ensure such transfers are made in compliance with the requirements of Data Protection Laws.

7. Additional Provisions for European Data

a) Scope of Section 7.

This Section 7 (Additional Provisions for European Data) shall apply only with respect to European Data.

b) Roles of the Parties.

When Processing European Data in accordance with Customer's Instructions, the parties acknowledge and agree that Customer is the Controller of European Data and SnapComms is the Processor.

c) Instructions.

If SnapComms believes that an Instruction of Customer infringes European Data Protection Laws (where applicable), it will inform Customer without delay.

d) Notification and Objection to New Sub-Processors.

SnapComms will notify Customer of any changes to Sub-processors by updating Annex 4 to this DPA and will give Customer the opportunity to object to the engagement of the new Sub-Processor on reasonable grounds relating to the protection of Personal Data within 30 days after updating Annex 4 to this DPA. If Customer does notify SnapComms of such an objection, the parties will discuss Customer's concerns in good faith with a view to achieving a commercially reasonable resolution. If no such resolution can be reached, SnapComms will, at its sole discretion, either not appoint the new Sub-Processor, or permit Customer to suspend or terminate the affected SnapComms Software License and Service Delivery Agreement in accordance with the termination provisions of the Agreement without liability to either party (but without prejudice to any fees incurred by Customer prior to suspension or termination).

e) Data Protection Impact Assessments and Consultation with Supervisory Authorities.

To the extent that the required information is reasonably available to SnapComms, and Customer does not otherwise have access to the required information, SnapComms will provide reasonable assistance to Customer with any data protection impact assessments, and prior consultations with supervisory authorities or other competent data privacy authorities to the extent required by European Data Protection Laws.

f) Transfer Mechanisms for Data Transfers:

i) SnapComms shall not transfer European Data to any country or recipient not recognized as providing an adequate level of protection for Personal Data (within the meaning of European Data Protection Law), unless it first takes all such measures as are necessary to ensure the transfer is in compliance with applicable European Data Protection Laws. Such measures may include (without limitation) transferring such data to a recipient that is self-certified to the Privacy Shield, to a recipient that has achieved binding corporate rules authorization in accordance with European Data Protection Law, or to a recipient that has executed appropriate standard contractual clauses adopted or approved by the European Commission.

ii) Customer acknowledges that in connection with the performance of the SnapComms Software License and Service Delivery Agreement, SnapComms is a recipient of European Data in the United States. The parties agree that SnapComms makes available the transfer mechanisms listed below:

(a) Standard Contractual Clauses: SnapComms agrees to abide by and process European Data in compliance with the Standard Contractual Clauses, provided that notwithstanding the foregoing the parties agree that where the SnapComms contracting entity under the Agreement is not SnapComms, such contracting entity (not SnapComms) will remain fully and solely responsible and liable to Customer for the performance of the Standard Contractual Clauses by SnapComms If and to the extent the Standard Contractual Clauses (where applicable) conflict with any provision of this DPA, the Standard Contractual Clauses shall prevail to the extent of such conflict.

(b) Privacy Shield: For as long as SnapComms is self-certified to the Privacy Shield and to the extent that the Standard Contractual Clauses are revoked, or held by a court of competent jurisdiction to be invalid the parties acknowledge and agree that: (i) SnapComms will be deemed to provide adequate protection for European Data (within the meaning of European Data Protection Laws) by virtue of having self-certified its compliance with Privacy Shield; (ii) SnapComms shall process European Data in compliance with the Privacy Shield Principles; and (iii) if SnapComms is unable to comply with this requirement, SnapComms shall inform Customer.

g) Demonstration of Compliance.

SnapComms shall make available to Customer all information reasonably necessary to demonstrate compliance with this DPA and allow for and contribute to audits, including the completion of security questionnaires in order to assess compliance with this DPA. When required and if applicable, the Data Processor shall provide to the Data Controller current audit certificates the Data Processor holds as evidence of external audits performed by third parties of the Data Processors information security management system. Customer acknowledges and agrees that it shall exercise its audit rights under this DPA by instructing SnapComms to comply with the audit measures described in this sub-section (g).

Customer acknowledges that the SnapComms Software License and Service Delivery Agreement is hosted by SnapComms’ data center partners who maintain independently validated security programs (including SOC 2 and ISO 27001) and SnapComms’ systems are regularly tested by independent third-party penetration testing firms. Upon request, SnapComms shall supply (on a confidential basis) a summary copy of its penetration testing report(s) to Customer so that Customer can verify SnapComms’ compliance with this DPA. Further, at Customer's written request, SnapComms will provide written responses (on a confidential basis) to all reasonable requests for information made by Customer necessary to confirm SnapComms’ compliance with this DPA, provided that Customer shall not exercise this right more than once per calendar year.

8. General Provisions

a) Amendments.

Notwithstanding anything else to the contrary in the Agreement and without prejudice to Section 3(c) (Security), SnapComms reserves the right to make any updates and changes to this DPA and the terms that apply in Section 8 (a), para. 1 “Amendment; No Waiver” of the Agreement shall apply.

b) Severability.

If any individual provisions of this DPA are determined to be invalid or unenforceable, the validity and enforceability of the other provisions of this DPA shall not be affected.

c) Limitation of Liability.

Each party liability, taken in aggregate, arising out of or related to this DPA (and any other DPAs between the parties) and the Standard Contractual Clauses (where applicable), whether in contract, tort or under any other theory of liability, shall be subject to the limitations and exclusions of liability set out in the section of the Agreement entitled 'Limitation of Liability' and any reference in such section to the liability of a party means aggregate liability of that party under the Agreement (including this DPA). For the avoidance of doubt, if SnapComms is not a party to the Agreement, the section of the Agreement entitled ‘Limitation of Liability’ shall apply as between Customer and SnapComms, and in such respect any references to ‘SnapComms’, ‘we’, ‘us’ or ‘our’ shall include both SnapComms and the SnapComms entity that is a party to the Agreement.

d) Governing Law.

This DPA shall be governed by and construed in accordance with the governing law and jurisdiction provisions in the Agreement, unless required otherwise by Data Protection Laws.

Annex 1 - Details of Processing activities carried out by the Data Processor

This Annex forms part of the DPA.

A. Nature and Purpose of Processing

SnapComms will Process Personal Data as necessary to provide the SnapComms Software License and Service Delivery Agreement pursuant to the Agreement, as further specified in the Order Form, and as further instructed by Customer in its use of the SnapComms Software License and Service Delivery Agreement.

B. Duration of Processing

Subject to the Deletion or Return of Personal Data” section of this DPA, SnapComms will Process Personal Data for the duration of the Agreement, unless otherwise agreed in writing.

C. Categories of Data subjects

The Personal Data processed concern the following categories of Data Subjects:

  • [Name of the Data Controller] Employees
D. Categories of Personal Data and commercial aspects of procuring

The Personal Data processed by the Data Processor contain the following categories of Personal Data:

Note: The Data Controller controls which Active Directory attributes are collected and utilised in execution of the SnapComms solution.

E. Special categories of data (if appropriate)

The parties do not anticipate the transfer of special categories of data.

F. Processing operations

The Data Processor undertakes the following basic processing activities:

a) SnapComms collects, stores, processes and uses the Personal Data of the Data Subjects on behalf of the Data Controller in order for the Data Controller to use the SnapComms solution to target its employees and employee segments with Data Controller provided communications.

Personal Data will be Processed in accordance with the Agreement (including this DPA) and may be subject to the following Processing activities:

a) Storage and other Processing necessary to provide, maintain and improve the SnapComms Software License and Service Delivery Agreement provided to Customer; and/or

b) Disclosure in accordance with the Agreement (including this DPA) and/or as compelled by applicable laws.

G. Purposes for processing activities

The Personal Data will be processed by the Data Processor for the following purposes:

a) SnapComms requires certain Personal Data to be collected in order to present content targeting options for Users and Groups within the SnapComms solution. SnapComms also uses the Personal Data to analyse performance.

Annex 2 - Security Measures

This Annex forms part of the DPA.

SnapComms currently observes the Security Measures described in this Annex 2. All capitalized terms not otherwise defined herein shall have the meanings as set forth in the Agreement.

A. Access Control

a) Preventing Unauthorized Product Access

Cloud Infrastructure: SnapComms hosts its Service with a cloud infrastructure provider. Additionally, SnapComms maintains contractual relationships with vendors in order to provide the Service in accordance with our Data Processing Agreement.
SnapComms relies on contractual agreements, privacy policies, and vendor compliance programs in order to protect data processed or stored by these vendors.

Physical and environmental security: The physical and environmental security controls of our cloud infrastructure provider are audited for SOC 2 Type II and ISO 27001 compliance, among other certifications.

Authentication: SnapComms Content Manager (Web Portal) Administrators and SnapComms Mobile App users have options to either authenticate using the default SnapComms method (username and password) or SSO. The SnapComms Desktop App user automatically reads the username and domain name of the user that's currently logged in to the machine.

Authorization: The SnapComms Content Manager Administrator's permissions can be controlled, these include access to different sections of the SnapComms Content Manager, publishing rights, targets, folders, and channels.

b) Preventing Unauthorized Product Use

SnapComms implements industry standard access controls and detection capabilities for the internal networks that support its products.

Access controls: The customer's Content Administrators are responsible for the configuration of the SnapComms application including access control for the End Users (content recipients) and other Content Administrators (Content Creators).

Database access control
Access to SnapComms' databases are protected with firewalls and only applicable application servers and management systems are allowed through. The data is encrypted at rest using industry standard methods, and the logs are continuously monitored to detect unusual behavior

Penetration testing: SnapComms maintains relationships with industry recognized penetration testing service providers for four annual penetration tests. The intent of the penetration tests is to identify and resolve foreseeable attack vectors and potential abuse scenarios.

c) Limitations of Privilege & Authorization Requirements

Product access: A subset of SnapComms’ employees have access to the product and to customer data via controlled interfaces. The intent of providing access to a subset of employees is to provide effective customer support, to troubleshoot potential problems, to detect and respond to security incidents and implement data security. Access is enabled through “just in time” requests for access; all such requests are logged.
Employees are granted access by role. Employee roles are reviewed at least once every twelve months.

Background checks: All SnapComms employees undergo a third-party background check prior to being extended an employment offer, in accordance with and as permitted by the applicable laws. All employees are required to conduct themselves in a manner consistent with company guidelines, non-disclosure requirements, and ethical standards.

B. Transmission Control

In-transit: All data exchanged between SnapComms endpoints and SnapComms server is secured via HTTPS/TLS"
At-rest: The data at rest is encrypted using Transparent data encryption "TDE", which encrypts the storage of an entire database by using a symmetric key.

C. Input Control

Detection: SnapComms designed its infrastructure to log extensive information about the system behavior, traffic received, system authentication, and other application requests. Internal systems aggregated log data and alert appropriate employees of malicious, unintended, or anomalous activities. SnapComms personnel, including security, operations, and support personnel, are responsive to known incidents.

Response and tracking: SnapComms maintains a record of known security incidents that includes description, dates and times of relevant activities, and incident disposition. Suspected and confirmed security incidents are investigated by security, technology, or support personnel; and appropriate resolution steps are identified and documented. For any confirmed incidents, SnapComms will take appropriate steps to minimize product and Customer damage or unauthorized disclosure. Notification to Customer will be in accordance with the terms of the DPA or Agreement.

D. Service Integrity and Availability Control

SnapComms ensure its developers, technical support staff and network management teams are well versed with current industry best practice in terms of development and management of the SnapComms application. This includes awareness and understanding of the latest software and internet based security vulnerabilities (i.e. OWASP Top 10) which are reviewed and assessed on a regular basis.
SnapComms uses a suit of vulnerability scanning software from Acunetix (http://www.acunetix.com), a market leader in web application security technologies, to detect and identify points of vulnerability within the SnapComms software application. Advanced techniques used while the source code is executed provides a comprehensive means of vulnerabilities within the code-base.
Modifications to operating system resources and application software are governed by SnapComms change management process. Changes to network devices and firewall rules are also governed by the change management policies and are separately reviewed by security staff prior to implementation.
Infrastructure availability: The infrastructure providers use commercially reasonable efforts to ensure a minimum of 99% uptime. The providers maintain a minimum of N+1 redundancy to power, network, and HVAC services. Online replicas and backups: Where feasible, production databases are designed to replicate data between no less than 1 primary and 1 secondary database. All databases are backed up and maintained using at least industry standard methods.
Security configuration and patch management activities are performed and reviewed regularly. SnapComms’ infrastructure is subject to emergency planning concepts, such as disaster recovery and data mirroring. Business continuity plans for SnapComms’ infrastructure are documented and regularly revalidated.

Annex 3 - Standard Contractual Clauses

For the purposes of Article 26(2) of Directive 95/46/EC for the transfer of personal data to processors established in third countries which do not ensure an adequate level of data protection,

The Customer, as defined in the SnapComms Customer Terms of Service (the “data exporter”)

And

SnapComms (the “data importer”), each a ‘party’; together ‘the parties’,

HAVE AGREED on the following Contractual Clauses (the Clauses) in order to adduce adequate safeguards with respect to the protection of privacy and fundamental rights and freedoms of individuals for the transfer by the data exporter to the data importer of the personal data specified in Appendix 1.

Clause 1

Definitions

For the purposes of the Clauses:

a) ‘personal data’, ‘special categories of data’, ‘process/processing’, ‘controller’, ‘processor’, ‘data subject’ and ‘supervisory authority’ shall have the same meaning as in Directive 95/46/EC of the European Parliament and of the Council of 24 October 1995 on the protection of individuals with regard to the processing of personal data and on the free movement of such data;

b) ‘the data exporter’ means the controller who transfers the personal data;

c) ‘the data importer’ means the processor who agrees to receive from the data exporter personal data intended for processing on his behalf after the transfer in accordance with his instructions and the terms of the Clauses and who is not subject to a third country’s system ensuring adequate protection within the meaning of Article 25(1) of Directive 95/46/EC;

d) ‘the subprocessor’ means any processor engaged by the data importer or by any other subprocessor of the data importer who agrees to receive from the data importer or from any other subprocessor of the data importer personal data exclusively intended for processing activities to be carried out on behalf of the data exporter after the transfer in accordance with his instructions, the terms of the Clauses and the terms of the written subcontract;

e) ‘the applicable data protection law’ means the legislation protecting the fundamental rights and freedoms of individuals and, in particular, their right to privacy with respect to the processing of personal data applicable to a data controller in the Member State in which the data exporter is established;

f) ‘technical and organisational security measures’ means those measures aimed at protecting personal data against accidental or unlawful destruction or accidental loss, alteration, unauthorised disclosure or access, in particular where the processing involves the transmission of data over a network, and against all other unlawful forms of processing.

Clause 2

Details of the transfer

The details of the transfer and in particular the special categories of personal data where applicable are specified in Appendix 1 which forms an integral part of the Clauses.

Clause 3
Third-party beneficiary clause
a) The data subject can enforce against the data exporter this Clause, Clause 4(b) to (i), Clause 5(a) to (e), and (g) to (j), Clause 6(1) and (2), Clause 7, Clause 8(2), and Clauses 9 to 12 as third-party beneficiary.

b) The data subject can enforce against the data importer this Clause, Clause 5(a) to (e) and (g), Clause 6, Clause 7, Clause 8(2), and Clauses 9 to 12, in cases where the data exporter has factually disappeared or has ceased to exist in law unless any successor entity has assumed the entire legal obligations of the data exporter by contract or by operation of law, as a result of which it takes on the rights and obligations of the data exporter, in which case the data subject can enforce them against such entity.

c) The data subject can enforce against the subprocessor this Clause, Clause 5(a) to (e) and (g), Clause 6, Clause 7, Clause 8(2), and Clauses 9 to 12, in cases where both the data exporter and the data importer have factually disappeared or ceased to exist in law or have become insolvent, unless any successor entity has assumed the entire legal obligations of the data exporter by contract or by operation of law as a result of which it takes on the rights and obligations of the data exporter, in which case the data subject can enforce them against such entity. Such third-party liability of the subprocessor shall be limited to its own processing operations under the Clauses.

d) The parties do not object to a data subject being represented by an association or other body if the data subject so expressly wishes and if permitted by national law.

Clause 4

Obligations of the data exporter
      
The data exporter agrees and warrants:

a) That the processing, including the transfer itself, of the personal data has been and will continue to be carried out in accordance with the relevant provisions of the applicable data protection law (and, where applicable, has been notified to the relevant authorities of the Member State where the data exporter is established) and does not violate the relevant provisions of that State;

b) that it has instructed and throughout the duration of the personal data-processing services will instruct the data importer to process the personal data transferred only on the data exporter’s behalf and in accordance with the applicable data protection law and the Clauses;

c) that the data importer will provide sufficient guarantees in respect of the technical and organisational security measures specified in Appendix 2 to this contract;

d) that after assessment of the requirements of the applicable data protection law, the security measures are appropriate to protect personal data against accidental or unlawful destruction or accidental loss, alteration, unauthorised disclosure or access, in particular where the processing involves the transmission of data over a network, and against all other unlawful forms of processing, and that these measures ensure a level of security appropriate to the risks presented by the processing and the nature of the data to be protected having regard to the state of the art and the cost of their implementation;

e) that it will ensure compliance with the security measures;

f) that, if the transfer involves special categories of data, the data subject has been informed or will be informed before, or as soon as possible after, the transfer that its data could be transmitted to a third country not providing adequate protection within the meaning of Directive 95/46/EC;

g) to forward any notification received from the data importer or any subprocessor pursuant to Clause 5(b) and Clause 8(3) to the data protection supervisory authority if the data exporter decides to continue the transfer or to lift the suspension;

h) to make available to the data subjects upon request a copy of the Clauses, with the exception of Appendix 2, and a summary description of the security measures, as well as a copy of any contract for subprocessing services which has to be made in accordance with the Clauses, unless the Clauses or the contract contain commercial information, in which case it may remove such commercial information;

i) that, in the event of subprocessing, the processing activity is carried out in accordance with Clause 11 by a subprocessor providing at least the same level of protection for the personal data and the rights of data subject as the data importer under the Clauses; and

j) that it will ensure compliance with Clause 4(a) to (i).

Clause 5

Obligations of the data importer

The data importer agrees and warrants:

a) to process the personal data only on behalf of the data exporter and in compliance with its instructions and the Clauses; if it cannot provide such compliance for whatever reasons, it agrees to inform promptly the data exporter of its inability to comply, in which case the data exporter is entitled to suspend the transfer of data and/or terminate the contract;

b) that it has no reason to believe that the legislation applicable to it prevents it from fulfilling the instructions received from the data exporter and its obligations under the contract and that in the event of a change in this legislation which is likely to have a substantial adverse effect on the warranties and obligations provided by the Clauses, it will promptly notify the change to the data exporter as soon as it is aware, in which case the data exporter is entitled to suspend the transfer of data and/or terminate the contract;

c) that it has implemented the technical and organisational security measures specified in Appendix 2 before processing the personal data transferred;

d) that it will promptly notify the data exporter about:
i) any legally binding request for disclosure of the personal data by a law enforcement authority unless otherwise prohibited, such as a prohibition under criminal law to preserve the confidentiality of a law enforcement investigation;
ii) any accidental or unauthorized access; and
iii) any request received directly from the data subjects without responding to that request, unless it has been otherwise authorized to do so;

e) to deal promptly and properly with all inquiries from the data exporter relating to its processing of the personal data subject to the transfer and to abide by the advice of the supervisory authority with regard to the processing of the data transferred;

f) at the request of the data exporter to submit its data-processing facilities for audit of the processing activities covered by the Clauses which shall be carried out by the data exporter or an inspection body composed of independent members and in possession of the required professional qualifications bound by a duty of confidentiality, selected by the data exporter, where applicable, in agreement with the supervisory authority;

g) to make available to the data subject upon request a copy of the Clauses, or any existing contract for subprocessing, unless the Clauses or contract contain commercial information, in which case it may remove such commercial information, with the exception of Appendix 2 which shall be replaced by a summary description of the security measures in those cases where the data subject is unable to obtain a copy from the data exporter;

h) that, in the event of subprocessing, it has previously informed the data exporter and obtained its prior written consent;

i) that the processing services by the subprocessor will be carried out in accordance with Clause 11;

j) to send promptly a copy of any subprocessor agreement it concludes under the Clauses to the data exporter.

Clause 6

Liability

a) The parties agree that any data subject, who has suffered damage as a result of any breach of the obligations referred to in Clause 3 or in Clause 11 by any party or subprocessor is entitled to receive compensation from the data exporter for the damage suffered.

b) If a data subject is not able to bring a claim for compensation in accordance with paragraph 1 against the data exporter, arising out of a breach by the data importer or his subprocessor of any of their obligations referred to in Clause 3 or in Clause 11, because the data exporter has factually disappeared or ceased to exist in law or has become insolvent, the data importer agrees that the data subject may issue a claim against the data importer as if it were the data exporter, unless any successor entity has assumed the entire legal obligations of the data exporter by contract of by operation of law, in which case the data subject can enforce its rights against such entity. The data importer may not rely on a breach by a subprocessor of its obligations in order to avoid its own liabilities.

c) If a data subject is not able to bring a claim against the data exporter or the data importer referred to in paragraphs 1 and 2, arising out of a breach by the subprocessor of any of their obligations referred to in Clause 3 or in Clause 11 because both the data exporter and the data importer have factually disappeared or ceased to exist in law or have become insolvent, the subprocessor agrees that the data subject may issue a claim against the data subprocessor with regard to its own processing operations under the Clauses as if it were the data exporter or the data importer, unless any successor entity has assumed the entire legal obligations of the data exporter or data importer by contract or by operation of law, in which case the data subject can enforce its rights against such entity. The liability of the subprocessor shall be limited to its own processing operations under the Clauses.

Clause 7

Mediation and jurisdiction

a) The data importer agrees that if the data subject invokes against it third-party beneficiary rights and/or claims compensation for damages under the Clauses, the data importer will accept the decision of the data subject:
i) to refer the dispute to mediation, by an independent person or, where applicable, by the supervisory authority;
ii) to refer the dispute to the courts in the Member State in which the data exporter is established.

b) The parties agree that the choice made by the data subject will not prejudice its substantive or procedural rights to seek remedies in accordance with other provisions of national or international law.

Clause 8

Cooperation with supervisory authorities

a) The data exporter agrees to deposit a copy of this contract with the supervisory authority if it so requests or if such deposit is required under the applicable data protection law.

b) The parties agree that the supervisory authority has the right to conduct an audit of the data importer, and of any subprocessor, which has the same scope and is subject to the same conditions as would apply to an audit of the data exporter under the applicable data protection law.

c) The data importer shall promptly inform the data exporter about the existence of legislation applicable to it or any subprocessor preventing the conduct of an audit of the data importer, or any subprocessor, pursuant to paragraph 2. In such a case the data exporter shall be entitled to take the measures foreseen in Clause 5(b).

Clause 9

Governing law

The Clauses shall be governed by the law of the Member State in which the data exporter is established.

Clause 10

Variation of the contract

The parties undertake not to vary or modify the Clauses. This does not preclude the parties from adding clauses on business related issues where required as long as they do not contradict the Clause.

Clause 11

Subprocessing

a) The data importer shall not subcontract any of its processing operations performed on behalf of the data exporter under the Clauses without the prior written consent of the data exporter. Where the data importer subcontracts its obligations under the Clauses, with the consent of the data exporter, it shall do so only by way of a written agreement with the subprocessor which imposes the same obligations on the subprocessor as are imposed on the data importer under the Clauses. Where the subprocessor fails to fulfil its data protection obligations under such written agreement the data importer shall remain fully liable to the data exporter for the performance of the subprocessor’s obligations under such agreement.

b) The prior written contract between the data importer and the subprocessor shall also provide for a third-party beneficiary clause as laid down in Clause 3 for cases where the data subject is not able to bring the claim for compensation referred to in paragraph 1 of Clause 6 against the data exporter or the data importer because they have factually disappeared or have ceased to exist in law or have become insolvent and no successor entity has assumed the entire legal obligations of the data exporter or data importer by contract or by operation of law. Such third-party liability of the subprocessor shall be limited to its own processing operations under the Clauses.

c) The provisions relating to data protection aspects for subprocessing of the contract referred to in paragraph 1 shall be governed by the law of the Member State in which the data exporter is established.

d) The data exporter shall keep a list of subprocessing agreements concluded under the Clauses and notified by the data importer pursuant to Clause 5(j), which shall be updated at least once a year. The list shall be available to the data exporter’s data protection supervisory authority.

Clause 12

Obligation after the termination of personal data-processing services

a) The parties agree that on the termination of the provision of data-processing services, the data importer and the subprocessor shall, at the choice of the data exporter, return all the personal data transferred and the copies thereof to the data exporter or shall destroy all the personal data and certify to the data exporter that it has done so, unless legislation imposed upon the data importer prevents it from returning or destroying all or part of the personal data transferred. In that case, the data importer warrants that it will guarantee the confidentiality of the personal data transferred and will not actively process the personal data transferred anymore.

b) The data importer and the subprocessor warrant that upon request of the data exporter and/or of the supervisory authority, it will submit its data-processing facilities for an audit of the measures referred to in paragraph 1.

Appendix 1 to the Standard Contractual Clauses

This Appendix forms part of the Clauses.

Defined terms used in this Appendix 1 shall have the meaning given to them in the Agreement (including the DPA).

Data exporter

The data exporter is the legal entity specified as "Customer" in the DPA.

Data importer

The data importer is SnapComms

Data subjects

Please see Annex 1 of the DPA, which describes the data subjects.

Categories of data

Please see Annex 1 of the DPA, which describes the categories of data. Special categories of data (if appropriate)

The parties do not anticipate the transfer of special categories of data.

Purposes of Processing

SnapComms shall process personal data as necessary to provide the SnapComms Software License and Service Delivery Agreement to data exporter in accordance with the Agreement.

Processing operations

Please see Annex 1 of the DPA, which describes the processing operations.

Appendix 2 to the Standard Contractual Clauses

This Appendix forms part of the Clauses.

Description of the technical and organisational security measures implemented by the data importer in accordance with Clauses 4(d) and 5(c) (or document/legislation attached):

Please see Annex 2 of the DPA, which describes the technical and organisational security measures implemented by SnapComms.

Appendix 3 to the Standard Contractual Clauses

This Appendix forms part of the Clauses.

This Appendix sets out the parties' interpretation of their respective obligations under specific terms of the Standard Contractual Clauses ("Clauses"). Where a party complies with the interpretations set out in this Appendix, that party shall be deemed by the other party to have complied with its commitments under the Clauses.

For the purposes of this Appendix, "DPA" means the Data Processing Agreement in place between Customer and SnapComms and to which these Clauses are incorporated and "Agreement" shall have the meaning given to it in the DPA.

Clause 4(h) and 8: Disclosure of these Clauses

a. Data exporter agrees that these Clauses constitute data importer's Confidential Information as that term is defined in the Agreement and may not be disclosed by data exporter to any third party without data importer's prior written consent unless permitted pursuant to Agreement. This shall not prevent disclosure of these Clauses to a data subject pursuant to Clause 4(h) or a supervisory authority pursuant to Clause 8.

Clause 5(a): Suspension of data transfers and termination

a) The parties acknowledge that data importer may process the personal data only on behalf of the data exporter and in compliance with its instructions as provided by the data exporter and the Clauses.

b) The parties acknowledge that if data importer cannot provide such compliance for whatever reason, it agrees to inform promptly the data exporter of its inability to comply, in which case the data exporter is entitled to suspend the transfer of data and/or terminate the contract.

c) If the data exporter intends to suspend the transfer of personal data and/or terminate these Clauses, it shall endeavour to provide notice to the data importer and provide data importer with a reasonable period of time to cure the non-compliance (“Cure Period”).

d) If after the Cure Period the data importer has not or cannot cure the non-compliance then the data exporter may suspend or terminate the transfer of personal data immediately. The data exporter shall not be required to provide such notice in instance where it considers there is a material risk of harm to data subjects or their personal data.

Clause 5(f): Audit

a) Data exporter acknowledges and agrees that it exercises its audit right under Clause 5(f) by instructing data importer to comply with the audit measures described in Section 7(g) (Demonstration of Compliance) of the DPA.

Clause 5(j): Disclosure of subprocessor agreements

a) The parties acknowledge the obligation of the data importer to send promptly a copy of any onward subprocessor agreement it concludes under the Clauses to the data exporter.

b) The parties further acknowledge that, pursuant to subprocessor confidentiality restrictions, data importer may be restricted from disclosing onward subprocessor agreements to data exporter. Notwithstanding this, data importer shall use reasonable efforts to require any subprocessor it appoints to permit it to disclose the subprocessor agreement to data exporter.

c) Even where data importer cannot disclose a subprocessor agreement to data exporter, the parties agree that, upon the request of data exporter, data importer shall (on a confidential basis) provide all information it reasonably requires in connection with such subprocessing agreement to data exporter.

Clause 6: Liability

a. Any claims brought under the Clauses shall be subject to the terms and conditions, including but not limited to, the exclusions and limitations set forth in the Agreement. In no event shall any party limit its liability with respect to any data subject rights under these Clauses.

Clause 11: Onward subprocessing

a) The parties acknowledge that, pursuant to FAQ II.1 in Article 29 Working Party Paper WP 176 entitled "FAQs in order to address some issues raised by the entry into force of the EU Commission Decision 2010/87/EU of 5 February 2010 on standard contractual clauses for the transfer of personal data to processors established in third countries under Directive 95/46/EC" the data exporter may provide a general consent to onward subprocessing by the data importer.

b) Accordingly, data exporter provides a general consent to data importer, pursuant to Clause 11 of these Clauses, to engage onward subprocessors. Such consent is conditional on data importer’s compliance with the requirements set out in Section 7(d) (Notification and Objection to New Sub-Processors) of the DPA.

Clause 12: Obligation after the termination of personal data-processing services

a) Data importer agrees that the data exporter will fulfil its obligation to return or destroy all the personal data on the termination of the provision of data-processing services by complying with the “Deletion or Return of Personal Data” section of the DPA.

Annex 4 - SnapComms Sub-Processors

 Entity

 Purpose  Applicable Services  Entity Country  Location of Data
Microsoft Azure  Microsoft Azure is an ever-expanding set of cloud services (IaaS & PaaS) used by SnapComms to deliver its SaaS offering  All  United States

https://azure.microsoft.com/en-us/global-infrastructure/geographies/

Stack Path StackPath is a secure Content Delivery Network service used by SnapComms to improve content delivery performance  All  United States

https://www.stackpath.com/why-stackpath/network/

Pendo Pendo.io, Inc. (“Pendo”) is a third-party analytics provider that SnapComms uses to capture how users interact with the Service. SnapComms uses this information to analyze and improve the services  All  United States

https://www.pendo.io/data-privacy-security/

SendGrid   Sendgrid, Inc. (“Sendgrid”) is an email delivery service provider used within the SnapComms application to send notification and password reset email messages  SnapComms server (in the cloud)  United States

 https://sendgrid.com/files/SendGrid-FAQ.pdf

Elastic  Elasticsearch is a full-text search and analytics engine that SnapComms uses to store, search, and analyze log data quickly and in near real time.  All  United States

https://www.elastic.co/guide/en/cloud/current/ec-reference-regions.html