The General Data Protection Regulation (GDPR) is the result of many years of work by the European Union to unify and strengthen data protection for all EU citizens. Taking care of your and your customersā privacy is our number one priority.
GDPR gives you more control over how your data is used, while to us, it will be a simple legal environment where we can operate. That makes this change desirable for both parties!
The new regulation came into effect on the 25th May 2018 and we are glad to report that LabiOffice has fulfilled all the required regulations to become fully GDPR compliant.
Below you will find a list of frequently asked questions regarding GDPR compliance. If you canāt find an answer that relates to your question, please let us know by writing to [email protected] ā we will reply as soon as possible and update this document.
We take our responsibilities under the GDPR seriously. Thatās why we have taken steps to identify which measures we need to implement to be compliant with the GDPR.
Services are provided and your personal data are stored by LabiOffice, Inc. (220 E 23rd street, #400, New York, NY 10010, United States of America). You can contact us via chat or at [email protected]. LabiOffice, Inc. is a data processor since we do not decide the purposes of processing your (including your users/visitors) data. It is you who decide to use our software, thus, you decide to supply us with the personal data to facilitate communication between you and your customers. We only process the data in order to provide, maintain, and improve our services as well as to secure yours and our potential claims. In some exceptional cases LabiOffice, Inc. may also act as a data controller. It is explained fully in our Privacy Policy: www.labioffice.com/privacy-policy.
While registering for one of our product/services ( www.labioffice.com, www.labidesk.com, www.labiknow.com, www.labichat.com, www.labiblog.com, www.labicrm.com, www.labimail.com, www.labilead.com and www.labisite.com ) we request you to provide us with such information like the first name, last name, company business name, address, website address, email address, and credit/payment card information. This is the basic data of yours that we process and store. We also store the data you insert into the service (i.e. your chat content, your tickets contents, knowledge base articles, ChatBot scenarios, website or landing pages content, CRM contacts, emails, task cards, files or any other content inserted into the service). We also store your customers/visitors data such as email address or other data you ask your clients for via the product/service you use. You can find a full description of the data processing in our Privacy Policy: www.labioffice.com/privacy-policy.
The basis for your personal data processing by LabiOffice, Inc. is an Agreement between you and us which is concluded when you sign up to the product/service (create an account). The Agreement is constituted by āTerms and Conditionsā and āPrivacy Policyā: www.labioffice.com/terms-and-conditions www.labioffice.com/privacy-policy
This is why a separate consent for your data processing by LabiOffice, Inc. is not required. However, you may need to gain consent for data processing and transferring from your customers/users/visitors. It depends on whether you need to be a GDPR compliant or not if you collect your customers/users/visitors data, and what are your data processing basis. You may need to at least notify your customers about using LabiOffice, Inc.ās services.
Firstly, you need to figure out if you process or provide personal data of EU citizens. For instance, if you are an Australian company and you only process Australian citizens data, GDPR does not apply to you. However, if you process personal data of the European citizens, you need to comply with this regulation. You or your company (organization) may then act as a data controller. It happens when you are a natural or legal person, public authority, agency or other body, and you, alone or jointly with others, determine the purposes and means of the processing of personal data. You may also act as a data processor. It happens when ā as a natural or legal person, public authority, agency or other bodies ā you process personal data on behalf of the controller. Simply, when you do not determine the purposes of the processing but use data according to the controllersā instructions.
Regardless of being a data controller or a data processor, when you transfer the personal data to us (and you do so using our services) you may need to enter into DPA with us if you transfer any EU citizens personal data.
Yes, we have prepared this document for our customers. You can review and sign a copy of LabiOfficesās Data Processing Addendum here. Instructions for execution are set out in the Addendum. If you have any questions about its contents you can email: [email protected]
LabiOffice, Inc. stores and processes personal data of its customers and people employed while using LabiOffice, Inc. services ā agents. We store such data as a first name, last name, email address, IP number, browser information, operating system, geolocation, payment/credit card details (and other information listed in our Privacy Policy: www.labioffice.com/privacy-policy. We process these data only in purposes listed in our Privacy Policy. We do not sell your data. LabiOffice, Inc. also stores the data you inserted into the service via the system (i.e. your chat content, your tickets contents, knowledge base articles, ChatBot scenarios, website or landing pages content, CRM contacts, emails, task cards, files or any other content inserted into the service). It allows you to have constant access to the history of your conversations and other content. However, if you intend to delete any of your (your chat content, your tickets contents, knowledge base articles, ChatBot scenarios, website or landing pages content, CRM contacts, emails, task cards, files or any other content inserted into the service), or other content you can delete it in your account directly. If you wish to delete the data permanently just send us a request at [email protected] and we will delete your data within 30 days.
LabiOffice, Inc. also stores/process personal data of your customers, visitors (end users of the service you use). Thus, if you collect your visitors/end-users/clients personal data and process them to us, you may need to gain their consent and/or notify them you use LabiOfficeās services.
LabiOffice, Inc. stores its customersā data mainly in a data center in the U.S. We also have a data center in Europe. Your data storage location depends on which service you use. When you sign up and create an account in LabiOffice, your data are automatically collected and stored in our U.S. data center (regardless you are signing up from the EU, the US or other parts of the world). Additionally, similarly to many SaaS providers, we use a top-tier, third-party data hosting providers (Amazon S3, IBM Softlayer and Google) to host our online services.
To make our services work properly we use other companiesā services (generally software). We do so to maintain the services, improve our tools, enable, and simplify its usage. If there is a necessity to give processors access to a part of your data, firstly, we make sure that this company will gain only necessary data (i.e. only an email address for the email service provider). Secondly, we enter into an agreement with such company to make sure they provide at least the same level of protection as we do.
We are committed to comply with GDPR and accordingly to transfer personal data lawfully. This is why we work only with third party service providers from Europe (EOG) or countries recognized by the European Commission as providing an adequate level of protection of personal data (mostly the United States). We have verified all the sub-processors we cooperate with currently. Besides the above ālocation requirementā we made sure they are GDPR compliant and ā if based in the US ā Privacy Shield certified (or ā if based in another country recognized as secured ā are the subject of a similar agreement and adequate obligations due to the data protection). Also, before appointing a new sub-processor, we make sure the data will be securely and lawfully transferred. We choose providers only based in EOG and the US (or another secure country such as Canada, Switzerland, New Zealand). We verify if the provider is GDPR compliant and Privacy Shield certified. Only if we are sure your data will be transferred and stored securely we will work with the provider. If the data transfer was not secured by the mentioned measures we would apply additional measures (i.e. Standard Contractual Clauses), to transfer data in line with the GDPR.
DPO has been appointed and the information about that can be found in our Privacy Policy: www.labioffice.com/privacy-policy.
As a company offering its services in SaaS model, we are aware that the security of our customers and their data is crucial. We treat security as a basic aspect of our business. We know that it is a matter of trust. This is why we have implemented a number of safeguards even before GDPR was adopted. Currently, we made sure our safeguards comply with the Regulation and adjust some new if necessary.
LabiOffice, Inc. uses external auditors to verify the adequacy of its security measures, including the security of the physical data centers. This audits are performed at least annually and include penetration tests.
All of our āāLabiOfficeā EU customersā data is hosted strictly on European data centers. When we āLabiOfficeā processes EU customers data, we ensure appropriate safeguards are in place that is prescribed by GDPR ā i.e. by entering into the Data Processing Agreements with the entity the data is transferred to, or by ensuring the entity is Privacy Shield certified
LabiOffice processes all customers personal data in accordance to a particular lawful basis for processing provided under the GDPR. Thus, we rely on such basis for customers personal data processing as:
When it comes to technical measures, we encrypt the personal data we process, have firewalls, anti-virus and anti-malware software, as well as fraud prevention algorithms put in place, and conduct regular security checks.
In the event we process EU customers data in other territories, we ensure appropriate safeguards are in place that is prescribed by GDPR ā i.e. by entering into the Data Processing Agreements with the entity the data is transferred to, or by ensuring the entity is Privacy Shield certified (for transfers to US-based entities).
The EU-U.S. and Swiss-U.S. Privacy Shield Frameworks were designed by the U.S. Department of Commerce, and the European Commission and Swiss Administration, respectively, to provide companies on both sides of the Atlantic with a mechanism to comply with data protection requirements when transferring personal data from the European Union and Switzerland to the United States in support of transatlantic commerce.
We explain it in our Privacy Policy, Terms and Conditions (which both are an Agreement between you and us) and our DPA:
www.labioffice.com/privacy-policy
www.labioffice.com/terms-and-conditions
Itās possible to request periodic data purge; in order to do that, please write a request to [email protected] with information: which data should be deleted, how often do you want to delete them, what time these chats and tickets should be deleted (hour + timezone). However, this feature may vary depending on what service you use.
Yes, we have it in place. In case of any management incident, we are ready to take a reaction immediately to protect your data from unjustified disclosure or any other infringement.
a) Running an external audit, fixing all found vulnerabilities, testing the implemented fix and iterating this procedure until the issue is fixed;
b) Periodic systems scanning with tools for automatic issue recognition.
Contact support via [email protected] or chat on our websites.
No, we havenāt any. You can follow the website where we report about any security issues and incidents.
LabiOffice, Inc. has appointed a Data Protection Officer. You can find more information about DPO and data protection in our Privacy Policy.
We do have a DR plan, each part of the system can be restored from 24 to 48 hours (considering a complete disaster). Moreover, each instance of the whole infrastructure is multiplied, so losing a single instance will not cause service degrading. Provided time refers to a flood scale of the disaster.
Regardless of the service you use, you can ask us for a copy of your data. It is possible to download a copy of the data in JSON.
Yes, we do have DDoS protection provided by CloudFlare.
The application is multi-tenant, data for each license is accessible only to accounts assigned to the license, so the person that wants access to a license data, needs a corresponding login and password. This is the basic logic behind the whole application infrastructure, itās not possible to access other usersā data, as the access request without needed credentials will be considered unauthorized call and denied. Also, one set of credentials (login + password) can be used for one license only.
LabiOffice, Inc. uses cookies to provide you with the best software service possible. Cookies are used while using services rendered by LabiOffice, Inc. or browsing any of the websites where our services are installed. These are pieces of information sent by the server, stored on a userās computer for the purpose of automatic identification of a particular user when using our services or browsing the website. We have decided to set different expiration date depending on the type of your activity on the website but remember you can simply delete cookies from your browser anytime. You can read more about our cookie policy in our Privacy Policy: www.labioffice.com/privacy-policy
Legal note: Please note that the materials available at this website are for informational purposes only and not for the purpose of providing legal advice. You should contact your attorney to obtain advice with respect to any particular issue or problem.
