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Personal data - Request for assistance

The service associated with the use of the assistance request form concerns personal data processing managed by Sarbacane Software, whose contact details are as follows:

 Sarbacane Software

 3 Avenue Antoine Pinay

 ZA des 4 vents

 59510 Hem

 France

Purpose of the data processing

The purpose of the processing is to respond to a request for assistance or support on a problem related to:

· Sending communications

· Functioning of the Software

· The person's subscription

Objectives

It allows Sarbacane Software to:

· Create a ticket to follow the inquiry of the person who requested our services in an information system in order to follow-up on the exchanges

· Respond to request via one of the following channels:

  · email from the ticketing system

  · phone contact

Legal basis

The data subject has consented to the processing of his personal data for one or more specific purposes.

Processed data

Categories of processed data

· Personal or professional details

· Free text, questions and/or comments

Data source

This information is collected from the users of the publicly accessible contact form.

Caractère obligatoire du recueil des données

The form provides for the mandatory collection of: title, surname, first name, email address, version of the product/application, operating system, subject of the question, text stating the question or comment to transfer to the support agents. The phone number is optional.

Automated decision making

The processing does not provide for automated decision making.

Persons concerned

The data processing concerns:

· Natural and legal persons using the form

· People who use the products and services

· The Sarbacane Software staff responsible for taking requests into account

Data Recipients

Categories of recipients

According to their respective needs, the recipients of all or part of the data are:

· Authorized Sarbacane Software staff

Transfers of data outside the European Union

Sarbacane Software uses a software solution to administer the exchanges with the people who have submitted the form. This solution, facilitated and maintained by Freshworks Inc., located in the USA, is the recipient of the content of the exchanges (title, first name, surname, email address, telephone number, product version related to the application, operating system used Question Theme, Subject, Text containing the content of the question or comment). Freshworks inc. is a member of the Privacy Shield and the transfer of data is governed by standard contractual clauses established by the European Commission.

Data retention period

Your personal data is kept as long as necessary to fulfill the purposes for which it was collected, without exceeding the period of validity of the use of the software solution published by Freshworks Inc., as well as during the retention period provided for by law, particularly in civil and commercial matters.

Security

Please consult our document describing our technical and organizational security measures.

Your rights to your data

You can access and obtain a copy of the data concerning you, oppose the processing of it, have it rectified or have it deleted. You also have a right to limit the processing of your data.

Furthermore, Sarbacane Software provides a charter dedicated to the protection of personal data.

Exercise your rights

The Data Protection Officer (DPO) at Sarbacane Software is your contact for any request to exercise your rights on this treatment.

Send your requests:

By email to : dpo@sarbacane.com

By post to:

Attn: Data Protection Officer

Sarbacane Software

3 Avenue Antoine Pinay

ZA des 4 vents

59510 Hem

France

Make an appointment with a consultant

Let's talk about:

- your marketing challenges

- the features you need

- the level of support you expect

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Votre avis nous intéresse

Vous avez récemment été en contact avec notre équipe et nous aimerions savoir ce que vous avez pensé de cet échange.

Quelle note générale donneriez-vous à cette expérience?

(Rapidité de traitement, qualité de la réponse apportée, amabilité de votre interlocuteur...)

1 étant la plus faible et 5 la plus forte

Parce que vous accompagner au mieux est notre priorité, nous avons besoin de votre précieux avis pour continuer à nous améliorer.

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Vous avez donné une note de /5.

Merci d'avoir partagé votre avis.

Nous sommes désolés que les échanges avec notre équipe ne vous aient pas apporté entière satisfation.

Nous vous proposons de prendre à nouveau contact avec nos équipes pour trouver de meilleures solutions à vos besoins au cours d'un rendez-vous téléphonique.

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Vous avez donné une note de /5.

Merci beaucoup pour votre retour d'expérience !

Votre avis est précieux et nous aimerions beaucoup que celui-ci puisse être utile pour des personnes à la recherche d'un outil marketing.

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