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This Inline Manual Data Processing Agreement (“DPA”), that includes the Standard Contractual Clauses adopted by the European Commission, as applicable, reflects the parties’ agreement with respect to the terms governing the Processing of Personal Data under the Inline Manual Terms of Service (the “Agreement”). This DPA is an amendment to 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. Upon its incorporation into the Agreement, the DPA will form a part of the Agreement.
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.
"Affiliate" means any entity under the control of Customer or Inline Manual, as applicable where "control" means ownership of or the right to control greater than 50% of the voting securities of such entity.
"Control" means an ownership, voting or similar interest representing fifty percent (50%) or more of the total interests then outstanding of the entity in question. The term "Controlled" shall be construed accordingly.
"Customer Data" means any Personal Data that Inline Manual processes on behalf of Customer as a Data Processor in the course of providing Services, as more particularly described in this DPA.
“Customer Personal Information” means any information relating to an identified or identifiable natural person.
"Customer Website" means Customer's websites or web application owned and operated by (or for the benefit of) Customer through which the Customer and its End Users use the Services.
"Data Protection Laws" means all data protection and privacy laws applicable to the processing of Customer Personal Information under the Agreement, including, where applicable, EU Data Protection Law.
"Data Controller" means an entity that determines the purposes and means of the processing of Customer Personal Information.
"Data Processor" means an entity that processes Customer Personal Information on behalf of a Data Controller.
"EU Data Protection Law" means (i) prior to 25 May 2018, Directive 95/46/EC of the European Parliament and of the Council on the protection of individuals with regard to the processing of Customer Personal Information and on the free movement of such data ("Directive") and on and after 25 May 2018, Regulation 2016/679 of the European Parliament and of the Council on the protection of natural persons with regard to the processing of Customer Personal Information and on the free movement of such data (GDPR); and (ii) Directive 2002/58/EC concerning the processing of Customer Personal Information and the protection of privacy in the electronic communications sector and applicable national implementations of it (as may be amended, superseded or replaced).
"EEA" means, for the purposes of this DPA, the European Economic Area, United Kingdom and Switzerland.
"End User(s)" means Customer's employees, end user customers, potential customers, and other users of and visitors to the Customer Website.
“GDPR” means the General Data Protection Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data.
"Group" means any and all Affiliates that are part of an entity's corporate group.
"Privacy Shield" means the EU-U.S. Privacy Shield and Swiss-U.S. Privacy Shield Framework self-certification program operated by the U.S. Department of Commerce and approved by the European Commission pursuant to Decision C(2016)4176 of 12 July 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 C(2016)4176 of 12 July 2016 (as may be amended, superseded or replaced).
"Processing" has the meaning given to it in the GDPR and "process", "processes" and "processed" shall be interpreted accordingly.
"Security Incident" means any unauthorized or unlawful breach of security that leads to the accidental or unlawful destruction, loss, alteration, unauthorized disclosure of or access to Customer Data.
"Service(s)" means Inline Manual's proprietary software-as-a-service solution(s), including the Portal, Inline Manual application programming interfaces (APIs), Inline Manual Code and Inline Manual Apps, and any other Services as referenced in the applicable Order Form.
"Sub-processor" means any Data Processor engaged by Inline Manual or its Affiliates to assist in fulfilling its obligations with respect to providing the Services pursuant to the Agreement or this DPA. Sub-processors may include third parties or members of the Inline Manual Group.
2.1. The parties agree that DPA shall replace any existing DPA the parties may have previously entered into in connection with the Services.
2.2. Except for the changes made by this DPA, the Agreement remains unchanged and in full force and effect. If there is any conflict between this DPA and the Agreement, this DPA shall prevail to the extent of that conflict.
2.3. Any claims brought under or in connection with this DPA shall be subject to the terms and conditions, including but not limited to, the exclusions and limitations set forth in the Agreement.
2.4. Any claims against Inline Manual or its Affiliates under this DPA shall be brought solely against the entity that is a party to the Agreement. In no event shall any party limit its liability with respect to any individual's data protection rights under this DPA or otherwise. Customer further agrees that any regulatory penalties incurred by Inline Manual in relation to the Customer Data that arise as a result of, or in connection with, Customer’s failure to comply with its obligations under this DPA or any applicable Data Protection Laws shall count toward and reduce Inline Manual’s liability under the Agreement as if it were liability to the Customer under the Agreement.
2.5. No one other than a party to this DPA, its successors and permitted assignees shall have any right to enforce any of its terms.
2.6. This DPA shall be governed by and construed in accordance with governing law and jurisdiction provisions in the Agreement, unless required otherwise by applicable Data Protection Laws.
3.1. This DPA applies where and only to the extent that Inline Manual processes Customer Data that originates from the EEA and/or that is otherwise subject to EU Data Protection Law on behalf of Customer as Data Processor in the course of providing Services pursuant to the Agreement.
3.2. Part A (being Section 4 – 8 (inclusive) of this DPA, as well as Annexes A and B of this DPA) shall apply to the processing of Customer Data within the scope of this DPA from the Effective Date.
3.3. Part B (being Sections 9-12 (inclusive) of this DPA) shall apply to the processing of Customer Data within the scope of the DPA from and including 25th May 2018. For the avoidance of doubt, Part B shall apply in addition to, and not in substitution for, the terms in Part A.
4.1. Role of the Parties. As between Inline Manual and Customer, Customer is the Data Controller of Customer Data, and Inline Manual shall process Customer Data only as a Data Processor acting on behalf of Customer.
4.2. Customer Processing of Customer Data. Customer agrees that (i) it shall comply with its obligations as a Data Controller under Data Protection Laws in respect of its processing of Customer Data and any processing instructions it issues to Inline Manual; and (ii) it has provided notice and obtained (or shall obtain) all consents and rights necessary under Data Protection Laws for Inline Manual to process Customer Data and provide the Services pursuant to the Agreement and this DPA.
4.3. Inline Manual Processing of Customer Data. Inline Manual shall process Customer Data only for the purposes described in this DPA and only in accordance with Customer’s documented lawful instructions. The parties agree that this DPA and the Agreement set out the Customer’s complete and final instructions to Inline Manual in relation to the processing of Customer Data and processing outside the scope of these instructions (if any) shall require prior written agreement between Customer and Inline Manual.
4.4. Details of Data Processing
(a) Subject matter: The subject matter of the data processing under this DPA is the Customer Data. (b) Duration: As between Inline Manual and Customer, the duration of the data processing under this DPA is until the termination of the Agreement in accordance with its terms. (c) Purpose: The purpose of the data processing under this DPA is the provision of the Services to the Customer and the performance of Inline Manual's obligations under the Agreement (including this DPA) or as otherwise agreed by the parties. (d) Nature of the processing: Inline Manual provides a suite of software-as-a-service tools comprising a digital adoption platform. The Services enable Customers to create End User guidance and support tools when accessing the Customer’s website, such as walkthroughs, onboarding guides, tooltips and product documentation in order to increase engagement and support for End Users. The Portal provides a range of analytics for the Services, enabling the management, optimisation and End User segment targeting for each of the Customer's walkthroughs. Customer may import and export Customer Data between the Services and certain Third-Party Platforms through supported integrations. (e) Categories of data subjects: Any individual accessing and/or using the Services through the Customer's account ("Users"); and any individual: (i) whose information is stored on or collected via the Services, or (ii) with whom Users engage or communicate with via the Services (collectively, "End Users"). (f) Types of Customer Data: (i) Customer and Users: identification and contact data (name, address, title, contact details, username); financial information (payment information); employment details (employer, job title, geographic location); (ii) End Users: identification and contact data (name, general or other demographic information, contact details, including email address), personal interests or preferences (including purchase history, marketing preferences and publicly available social media profile information); IT information (IP addresses, usage data, cookies data, online navigation data, location data, browser data).
5.1. Authorized Sub-processors. Customer agrees that Inline Manual may engage Sub-processors to process Customer Data on Customer's behalf. The Sub-processors currently engaged by Inline Manual and authorized by Customer are listed in Annex A.
5.2. Sub-processor Obligations. Inline Manual shall: (i) enter into a written agreement with the Sub-processor imposing data protection terms that require the Sub-processor to protect the Customer Data to the standard required by Data Protection Laws; and (ii) remain responsible for its compliance with the obligations of this DPA and for any acts or omissions of the Sub-processor that cause Inline Manual to breach any of its obligations under this DPA.
6.1. Security Measures. Inline Manual shall implement and maintain appropriate technical and organizational security measures to protect Customer Data from Security Incidents and to preserve the security and confidentiality of the Customer Data, in accordance with Inline Manual’s security standards described in Annex B ("Security Measures").
6.2. Updates to Security Measures. Customer is responsible for reviewing the information made available by Inline Manual relating to data security and making an independent determination as to whether the Services meet Customer’s requirements and legal obligations under Data Protection Laws. Customer acknowledges that the Security Measures are subject to technical progress and development and that Inline Manual may update or modify the Security Measures from time to time provided that such updates and modifications do not result in the degradation of the overall security of the Services purchased by the Customer.
6.3. Customer Responsibilities. Notwithstanding the above, Customer agrees that except as provided by this DPA, Customer is responsible for its secure use of the Services, including securing its account authentication credentials, protecting the security of Customer Data when in transit to and from the Services and taking any appropriate steps to securely encrypt or backup any Customer Data uploaded to the Services.
7.1. Inline Manual shall provide written responses (on a confidential basis) to all reasonable requests for information made by Customer, including responses to information security and audit questionnaires that are necessary to confirm Inline Manual's compliance with this DPA, provided that Customer shall not exercise this right more than once per year.
8.1. Data center locations. Inline Manual may transfer and process Customer Data anywhere in the world where Inline Manual, its Affiliates or its Sub-processors maintain data processing operations. Inline Manual shall at all times provide an adequate level of protection for the Customer Data processed, in accordance with the requirements of Data Protection Laws.
8.2. Privacy Shield. To the extent that Inline Manual processes any Customer Data protected by EU Data Protection Law under the Agreement and/or that originates from the EEA, in a country that has not been designated by the European Commission or Swiss Federal Data Protection Authority (as applicable) as providing an adequate level of protection for Customer Personal Information, the parties acknowledge that Inline Manual shall be deemed to provide adequate protection (within the meaning of EU Data Protection Law) for any such Customer Data by virtue of having self-certified its compliance with Privacy Shield. Inline Manual agrees to protect such Customer Personal Information in accordance with the requirements of the Privacy Shield Principles. If Inline Manual is unable to comply with this requirement, Inline Manual shall inform Customer.
8.3. Alternative Transfer Mechanism. The parties agree that the data export solution identified in Section 8.2 shall not apply if and to the extent that Inline Manual adopts an alternative data export solution for the lawful transfer of Customer Personal Information (as recognized under EU Data Protection Laws) outside of the EEA (“Alternative Transfer Mechanism”), in which event, the Alternative Transfer Mechanism shall apply instead (but only to the extent such Alternative Transfer Mechanism extends to the territories to which Customer Personal Information is transferred).
9.1. Confidentiality of processing. Inline Manual shall ensure that any person who is authorized by Inline Manual to process Customer Data (including its staff, agents and subcontractors) shall be under an appropriate obligation of confidentiality (whether a contractual or statutory duty).
9.2. Security Incident Response. Upon becoming aware of a Security Incident, Inline Manual shall notify Customer without undue delay and shall provide timely information relating to the Security Incident as it becomes known or as is reasonably requested by Customer.
10.1. Inline Manual shall (i) provide an up-to-date list of the Sub-processors it has appointed upon written request from Customer; and (ii) notify Customer (for which email shall suffice) if it adds or removes Sub-processors at least 10 days prior to any such changes.
10.2. Customer may object in writing to Inline Manual’s appointment of a new Sub-processor within five (5) calendar days of such notice, provided that such objection is based on reasonable grounds relating to data protection. In such event, the parties shall discuss such concerns in good faith with a view to achieving resolution. If this is not possible, Customer may suspend or terminate the Agreement (without prejudice to any fees incurred by Customer prior to suspension or termination).
11.1. Upon termination or expiration of the Agreement, Inline Manual shall (at Customer's election) delete or return to Customer all Customer Data (including copies) in its possession or control, save that this requirement shall not apply to the extent Inline Manual 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 Customer Data Inline Manual shall securely isolate and protect from any further processing, except to the extent required by applicable law.
12.1. The Services provide Customer with a number of controls that Customer may use to retrieve, correct, delete or restrict Customer Data, which Customer may use to assist it in connection with its obligations under the GDPR, including its obligations relating to responding to requests from data subjects or applicable data protection authorities. To the extent that Customer is unable to independently access the relevant Customer Data within the Services, Inline Manual shall (at Customer's expense) provide reasonable cooperation to assist Customer to respond to any requests from individuals or applicable data protection authorities relating to the processing of Customer Personal Information under the Agreement. In the event that any such request is made directly to Inline Manual, Inline Manual shall not respond to such communication directly without Customer's prior authorization, unless legally compelled to do so. If Inline Manual is required to respond to such a request, Inline Manual shall promptly notify Customer and provide it with a copy of the request unless legally prohibited from doing so.
12.2. If a law enforcement agency sends Inline Manual a demand for Customer Data (for example, through a subpoena or court order), Inline Manual shall attempt to redirect the law enforcement agency to request that data directly from Customer. As part of this effort, Inline Manual may provide Customer’s basic contact information to the law enforcement agency. If compelled to disclose Customer Data to a law enforcement agency, then Inline Manual shall give Customer reasonable notice of the demand to allow Customer to seek a protective order or other appropriate remedy unless Inline Manual is legally prohibited from doing so.
12.3. To the extent Inline Manual is required under EU Data Protection Law, Inline Manual shall (at Customer's expense) provide reasonably requested information regarding the Services to enable the Customer to carry out data protection impact assessments or prior consultations with data protection authorities as required by law.
Inline Manual uses its Affiliates and a range of third party Sub-processors to assist it in providing the Services (as described in the Agreement). These Sub-processors set out below provide cloud hosting and storage services; content delivery and review services; assist in providing customer support; as well as incident tracking, response, diagnosis and resolution services.
End users data are data that are collected through Inline Manual People Tracking feature, that Customers sends to Inline Manual.
Customers data are data related to Inline Manual customers who subscribed to Inline Manual service and its employees.
|Entity Name||Purpose||Corporate Location||Data|
|Google, Inc.||Cloud hosting services, Analytics||USA||Customers, End Users|
|Freshworks, Inc.||Support management and file sharing through which usually only select Customer data is exchanged on “per case/on demand” basis||USA||Customers|
|INTEGROMAT LLC, Integromat s.r.o||Quality Assurance and Support Service||USA, CZ||Customers|
|Sentry, Functional Software, Inc.||Quality Assurance and Support Service||USA||Customers|
|Datadog, Inc.||Quality Assurance and Support Service||USA||Customers|
|Mailchimp, Mandrill, The Rocket Science Group LLC||Marketing, emailing||USA||Customers|
|Stripe, Inc.||Payment service provider||USA||Customers|
|1806 Consultancy Limited||Accounting||UK||Customers|
|Avatech s.r.o.||24/7 Service and Servers Monitoring. All access to our systems for fast downtime resolutions.||CZ||Customers, End Users|
|Plymouth Software Ltd||Platform maintenance, Development||UK||Customers, End Users|
|Basecamp, LLC||Project management, Internal communication, Support management and file sharing through which usually only selected Customer data is exchanged on "per case/on demand" basis||USA||Customers|
Content Delivery Networks
|CDN Provider||CDN Location||Description of CDN Services|
|CDN77||Global||Public website content (Player and File uploads) served to website visitors may be stored with CDN77, and transmitted by CDN77 to website visitors, to expedite transmission.|
The Security Measures applicable to the Services are described here https://inlinemanual.com/security/ (as updated from time to time in accordance with Section 6.2. of this DPA).