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TP SVA Privacy Policy

This policy explains what information are collected by TP SVA during its use. In addition to that, it has information on how we store, use, transfer and delete those information. Our Company’s aim is apart from complying with privacy laws, to earn your trust.

What Data do we collect?

SVA collects the following Data during its use

  • Agent user account
  • Phone number country code (only in cases where the communication initiation link is send by SMS
  • Customer code referring to external CRM system
  • Communication start timestamp
  • Communication end timestamp
  • Data related with SMS transmission (SMS sequence no, transmission result, send timestamp
  • Language chosen for customer’s UI
  • Customer category (used by SVA’s reporting system)
  • The date-time and sequence of text messages send by agent to customer
  • The date-time, sequence and direction of images send by agent to client or the opposite

What Data we DO NOT collect?

  • Video and Audio streams. These data are transferred directly from one connection end to the other without passing throw an intermediate server.
  • Recording video. The recorded video is kept in agent’s browser volatile memory during the recording phase and can be saved permanently (in case is enabled) in an external location defined in agent’s browser configuration
  • Images send by agent to customer or the opposite
  • Predefined videos stored in media library or URLs to videos stored in external video provider and are send my agent to customer.
  • Text messages. Text messages send by agent to customer ([1])

How do we collect your Data?

We collect and process Data when

  • Agent is preparing a new communication
  • Agent sends a communication initiation link to customer
  • Communication is active
  • Agent or customer finishes a communication

How will we use collected Data?

SVA collects these Data for the sole purpose of

  • Future reference and follow-up.
  • Reporting
  • Software support purposes

Where do we store SVA Data?

The majority of the collected data are stored at SVA infrastructure in Microsoft Azure. The infrastructure is protected by sophisticated firewall and all the data transfer channels are using industry standard encryption methods-protocols like SRTP, DTLS and HTTPS. Particularly the snapshots and recorded parts of customer’s video stream can be downloaded therefore saved on agent’s local storage using SVA’s download features.

Upon request collected data stored at SVA infrastructure can be kept for a certain period (e.g. 30 days) after witch will be delete or masked. Also upon request SVA’s download features as well as the detection of text embedded in video stream can be disabled through application’s configuration parameters.

Mobile screen sharing application

Regarding the iOS and Android version of the Tool, it is explicitly mentioned that collection, use, access and storage of your phone number while accessing the Tool via a mobile device is not possible, while other personal information incorporated into the video call or photo that you have sent to us may be collected, as mentioned above.

Network security

Network traffic between the two ends of a communication session are encrypted with the Secure Real Time Protocol (SRTP). Network traffic between any and of a communication session and the central SVA infrastructure is encrypted with TLS 1.2 protocol.  Network traffic between central SVA infrastructure and external servers (e.g. Google’s OCR service) is also encrypted with Transport layer Security (TLS) V1.2 protocol.

What are your Data protection Rights?

Our Company would like to ensure you are fully aware of your Data protection Rights according to GDPR provisions. Every user is entitled to the following;

  • The Right to Access; You have the right to ask our Company for copies of your personal Data.
  • The Right to Rectification; You have the Right to request that our Company correct any information you believe is inaccurate. You also have the Right to request our Company to complete information you believe is incomplete.
  • The Right to Erasure; You have the Right to request that our Company erase your personal Data under certain conditions.
  • The Right to Restrict Processing; You have the Right to request that our Company restrict the processing of your personal Data under certain conditions.
  • The Right to Object to Processing; You have the Right to object to our Company’s processing of your personal Data under certain conditions.
  • The Right to Data Portability; You have the Right to Request that our Company transfer the Data we have collected to another organization, or directly to you under certain conditions.

What are Cookies?

Cookies are text files placed on your computer/tablet/mobile device to collect standard log or user session or visitor behavior information. During is use SVA may collect information from you automatically through cookies or any similar technology.

How do we use Cookies?

SVA uses Cookies to implement critical parts of its functionality, including:

  • Keeping you signed in,
  • Maintain various data related with the state of user sessions.

What types of Cookies do we use?

SVA application uses:

  • Functionality Cookies only

How to manage Cookies;

All SVA cookies are absolutely necessary for the correct operation of SVA.

Changes to SVA Privacy Policy

Our Company keeps SVA’s Privacy Policy under Regular Review.

 

[1] Text messages are kept for debugging and troubleshooting purposes in log files for 14 days