Data processing agreement

2.Subject, nature, purpose and duration

En bref : we process data of your site visitors and chat customers, for as long as your subscription runs.

The processor processes, on the controller's instructions, personal data needed to build, host and operate the website and its associated chat channels. The subject, nature and purpose of the processing, the types of personal data and the categories of data subjects are described in annex 1. This agreement lasts as long as the main agreement lasts.

3.Processing only on instruction

En bref : we do nothing with the data outside your instructions.

The processor processes the personal data only on documented instructions from the controller — including the instructions that follow from using the service — unless Union or member-state law requires processing; in that case the processor notifies the controller beforehand, unless that law prohibits it. The processor immediately informs the controller if, in its view, an instruction infringes the GDPR.

4.Confidentiality

En bref : everyone working with the data on our side is bound to confidentiality.

The processor ensures that persons authorised to process the personal data have committed themselves to confidentiality or are under an appropriate statutory obligation of confidentiality, and limits access to persons for whom that access is necessary.

5.Security (art. 32 GDPR)

En bref : appropriate technical and organisational measures — the overview is in annex 2.

The processor takes appropriate technical and organisational measures as referred to in article 32 GDPR, taking into account the state of the art, the costs, and the nature and risks of the processing. The measures are described in annex 2; the processor may update them as long as the level of protection does not decrease.

6.Sub-processors

En bref : you give us general authorisation for sub-processors; you can object to changes.

• The controller hereby gives general written authorisation for engaging the sub-processors in annex 3.
• For an intended addition or replacement, the processor informs the controller in advance. The controller can object in writing within 30 days; the parties then look for a reasonable solution together. If that fails, the controller may terminate the main agreement effective from the date the change takes effect.
• The processor imposes the same obligations as in this agreement on every sub-processor and remains fully liable towards the controller for the sub-processor's performance.

7.Assistance with data subject requests

En bref : if your customer asks for access or deletion, we help you arrange it quickly.

The processor assists the controller, insofar as possible and with appropriate technical and organisational measures, in responding to data subject requests (access, rectification, erasure, restriction, objection, portability). If the processor receives such a request directly, it forwards it without delay and does not answer it substantively itself.

8.Assistance with DPIA and consultation

En bref : we also assist you with a data protection impact assessment.

Taking into account the nature of the processing and the information available, the processor assists the controller in complying with the obligations of articles 32 to 36 GDPR, including a data protection impact assessment (DPIA) and any prior consultation of the supervisory authority.

9.Data breaches

En bref : we notify you of a data breach without undue delay, at the latest within 24 hours.

The processor informs the controller without unreasonable delay — and at the latest within 24 hours of discovery — about a personal data breach, including at least: the nature of the breach, the (categories of) data subjects and data, the likely consequences and the measures taken or proposed. The processor documents incidents and cooperates with notification to the supervisory authority and data subjects. Notifying the supervisory authority is and remains the controller's responsibility.

10.Deletion or return

En bref : when the agreement ends, you choose: data back or deleted.

After the end of the main agreement, the processor deletes all personal data or returns it in a common file format — at the controller's choice — and deletes existing copies, unless storage is legally required. The processor confirms the deletion in writing on request.

11.Audit and inspection

En bref : you may verify that we keep these promises, under reasonable conditions.

The processor makes available all information necessary to demonstrate compliance with article 28 GDPR, and allows for audits and inspections by or on behalf of the controller. Reasonable conditions: at most once a year (more often after a concrete incident), announced at least 30 days in advance, during office hours, without unnecessary disruption of the service, under confidentiality, and each party bears its own costs. Where possible, the processor first answers an audit with existing documentation or reports from independent third parties.

12.Transfers outside the EEA

En bref : transfers outside Europe only with a valid mechanism, such as SCCs.

The processor only transfers personal data to countries outside the EEA if chapter V GDPR is satisfied — in practice through the European Commission's standard contractual clauses (SCCs), supplemented with technical measures where needed. Which sub-processors process outside the EEA is listed in annex 3.

13.Liability

En bref : the same liability arrangement as in the terms and conditions.

The liability arrangement of article 13 of the terms and conditions applies to this agreement, without prejudice to article 82 GDPR (data subjects' right to compensation). Fines imposed by a supervisory authority on one party for its own violation remain for that party's account.

14.Final provisions

En bref : Dutch law; in case of conflict this agreement prevails over the main agreement.

Dutch law governs this agreement; disputes are submitted to the Rechtbank Oost-Brabant. In case of conflict between this data processing agreement and the main agreement, this data processing agreement prevails insofar as it concerns the processing of personal data. Changes are only valid if both parties agree to them in writing, with the exception of annex updates under articles 5 and 6.

Signatures

Overview of the processing

Special categories of personal data are not intended to be processed through the service; the customer sees to it that data subjects don't share them unnecessarily.

Security measures

• Primary data storage within the EU (database in Frankfurt);
• encryption of data in transit (TLS) and at rest;
• access control based on least privilege, with multi-factor authentication (MFA) for internal systems;
• logical separation of customer environments;
• logging and monitoring of system access and processing;
• backups with recovery objectives 24 hours (RPO) and 24 hours (RTO);
• automated security scan when publishing sites;
• measures against prompt injection and abuse of AI features;
• a documented incident procedure (see article 9);
• confidentiality arrangements with staff and periodic security tests at cadence yearly and before major changes.

A plain-language explanation is on Security and privacy.

Approved sub-processors

The current list is also in article 6 of the privacy policy; changes follow article 6 of this agreement.