Effective date: 30 April 2018
Data Processing Agreement for EU Customers
This DPA is entered into between Samanage and the Customer and is incorporated into and governed by the terms of the Agreement.
- This DPA is entered into by Customer and Samanage as of the DPA Effective Date and amends any pre-existing Agreement.
- If you are accepting on behalf of Customer, you represent and warrant that you have full legal authority to bind your employer, or the applicable entity, to these terms.
DEFINITIONS. Any capitalised term not defined in this DPA will have the meaning given to it in the Agreement.
Affiliate means any entity that directly or indirectly controls, is controlled by, or is under common control of a party. “Control,” for purposes of this definition, means direct or indirect ownership or control of more than 50% of the voting interests of a party.
Agreement means the agreement between the Customer and Samanage for the provision of the Services.
Controller means the Customer.
Customer Data means data (which may include personal data and the categories of data submitted, stored, sent or received via the Services by Customer, its Affiliates or end users.
Data Subject has the same meaning as the Directive (as amended from time to time, or replaced by subsequent legislation).
DPA means this data processing agreement and its schedules (together).
DPA Effective Date is the date Customer accepts this DPA by clicking to accept these terms or by signature below.
Directive means Directive 95/46/EC of the European Parliament and of the Council on the Protection of Individuals with Regard to the Processing of Personal Data and on the Free Movement of Such Data.
GDPR means Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April on the protection of natural persons with regard to the processing of personal data and on the free movement of such data and repealing the Directive.
Model Contract Clauses means the standard contractual clauses for personal data transfer from controllers to processors c2010-593 – Decision 2010/87 EU.
Personal Data has the same meaning as in the Directive (as amended from time to time or replaced by subsequent legislation).
Processor means Samanage.
Sub-processors means any person or entity engaged by Samanage or an Affiliate to process Personal Data in the provision of the Services to the Customer.
Services means Samanage subscription services.
Samanage has agreed to provide the Services to the Customer in accordance with the terms of the Agreement. In providing the Services, Samanage will process Customer Data on behalf of the Customer. Customer Data may include Personal Data. Samanage will process and protect such Personal Data in accordance with the terms of this DPA. With respect to Customer Data, the parties acknowledge and agree that Customer is the data controller and Samanage is the data processor. Customer will comply with its obligations as a controller and Samanage will comply with its obligations as a processor under the DPA. Where a Customer Affiliate is the controller with respect to certain Customer Data, Customer represents and warrants to Samanage that it is authorized to instruct Samanage and otherwise act on behalf of such Customer Affiliate in relation to the Customer Data in accordance with the DPA
In providing the Services to the Customer pursuant to the terms of the Agreement, Samanage will process Personal Data only to the extent necessary to provide the Services in accordance with both the terms of the Agreement and the Customer’s instructions documented in the Agreement and this DPA.
This DPA will begin on the DPA Effective Date and automatically terminate upon the termination of the Agreement.
4. SAMANAGE OBLIGATIONS
Samanage may collect, process or use Personal Data only within the scope of this DPA.
Samanage confirms that is will process Personal Data on behalf of the Customer and will take steps to ensure that any natural person acting under the authority of Samanage who has access to Personal Data will only process the Personal Data on the documented instructions of the Customer.
Samanage will promptly inform the Customer, if in Samanage’s opinion, any of the instructions regarding the processing of Personal Data provided by the Customer, breach any applicable data protection laws.
Samanage will ensure that all employees, agents, officers and contractors involved in the handling of Personal Data: (i) are aware of the confidential nature of the Personal Data and are contractually bound to keep the Personal Data confidential; (ii) have received appropriate training on their responsibilities as a data processor; and (iii) are bound by the terms of this DPA.
Samanage will implement appropriate technical and organisational procedures to protect Personal Data, taking into account the state of the art, the costs of implementation and the nature, scope, context and purposes of processing as well as the risk of varying likelihood and severity for the rights and freedoms of natural persons.
Samanage will implement appropriate technical and organisational measures to ensure a level of security appropriate to the risk, including inter alia as appropriate: (i) the pseudonymisation and encryption of Personal Data; (ii) the ability to ensure the ongoing confidentiality, integrity, availability and resilience of processing systems and services; (iii) the ability to restore the availability and access to Personal Data in a timely manner in the event of a physical or technical incident; (iv) a process for regularly testing, assessing and evaluating the effectiveness of technical and organisational measures for ensuring the security of the processing. In accessing the appropriate level of security, account will be taken in particular of the risks that are presented by processing, in particular from accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to Personal Data transmitted, stored or otherwise processed.
The technical and organisational measures detailed in Schedule 2 will be at all times adhered to as a minimum security standard. The Customer accepts and agrees that the technical and organisational measures are subject to development and review and that Samanage may use alternative suitable measures to those detailed in the schedules to this DPA.
The Customer acknowledges and agrees that, in the course of providing the Services to the Customer, it may be necessary for Samanage to access the Personal Data to respond to any technical problems or Customer queries and to ensure the proper working of the Services. All such access by Samanage will be limited to those purposes.
Where Personal Data relating to an EU Data Subject is transferred outside of the EEA it will be processed in accordance with the provisions of the Model Contractual Clauses, unless the processing takes place: (i) in a third country or territory recognised by the EU Commission to have an adequate level of protection; or (ii) by an organisation located in a country which has other legally recognised appropriate safeguards in place, such as the EU-US Privacy Shield or Binding Corporate Rules.
Taking into account the nature of the processing and the information available to Samanage, Samanage will assist the Customer by having in place appropriate technical and organisational measures, insofar as this is possible, for the fulfilment of the Customer’s obligation to respond to requests for exercising the Data Subject’s rights and the Customer’s compliance with the Customer’s data protection obligations in respect of the processing of Personal Data.
The Customer represents and warrants that it will comply with the terms of the Agreement, this DPA and all applicable data protection laws.
The Customer represents and warrants that it has obtained any and all necessary permissions and authorisations necessary to permit Samanage, its Affiliates and Sub-Processors, to execute their rights or perform their obligations under this DPA.
The Customer is responsible for compliance with all applicable data protection legislation, including requirements with regards to the transfer of Personal Data under this DPA and the Agreement.
All Affiliates of the Customer who use the Services will comply with the obligations of the Customer set out in this DPA.
The Customer will implement appropriate technical and organisational procedures to protect Personal Data, taking into account the state of the art, the costs of implementation and the nature, scope, context and purposes of processing as well as the risk of varying likelihood and severity for the rights and freedoms of natural persons. The Customer will implement appropriate technical and organisational measures to ensure a level of security appropriate to the risk, including inter alia as appropriate: (i) the pseudonymisation and encryption of Personal Data; (ii) the ability to ensure the ongoing confidentiality, integrity, availability and resilience of processing systems and services; (iii) the ability to restore the availability and access to Personal Data in a timely manner in the event of a physical or technical incident; (iv) a process for regularly testing, assessing and evaluating the effectiveness of technical and organisational measures for ensuring the security of the processing. In accessing the appropriate level of security account will be taken in particular of the risks that are presented by processing, in particular from accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to Personal Data transmitted, stored or otherwise processed.
The Customer will take steps to ensure that any natural person acting under the authority of the Customer who has access to Personal Data only processes the Personal Data on the documented instructions of the Customer.
The Customer may require correction, deletion, blocking and/or making available the Personal Data during or after termination of the Agreement. Samanage will process the request to the extent it is lawful, and will reasonably fulfil such request in accordance with its standard operational procedures to the extent possible.
The Customer acknowledges and agrees that some instructions from the Customer, including assisting with audits, inspections or DPIAs (defined below) by Samanage, may result in additional fees. In such case, Samanage will notify the Customer of its fees for providing such assistance in advance, unless otherwise agreed.
NOTIFICATION OF SECURITY BREACH
Samanage will notify the Customer without undue delay after becoming aware of (and in any event within 72 hours of discovering) any accidental or unlawful destruction, loss, alteration or unauthorised disclosure or access to any Personal Data (Data Breach).
Samanage will take all commercially reasonable measures to secure the Personal Data, to eliminate the Data Breach, and to assist the Customer in meeting the Customer’s obligations under applicable law
Samanage will make available to the Customer all information reasonably necessary to demonstrate compliance with its processing obligations and allow for and contribute to audits and inspections.
Any audit conducted under this DPA will consist of examination of the most recent reports, certificates and/or extracts prepared by an independent auditor bound by confidentiality provisions similar to those set out in the Agreement. In the event that provision of the same is not deemed sufficient in the reasonable opinion of the Customer, the Customer may conduct a more extensive audit which will be: (i) at the Customer’s expense; (ii) limited in scope to matters specific to the Customer and agreed in advance; (iii) carried out during business hours and upon reasonable notice which must be not less than 4 weeks unless an identifiable material issue has arisen; and (iv) conducted in a way which does not interfere with Samanage’s day-to-day business.
This clause does not modify or limit the rights of audit of the Customer, instead it is intended to clarify the procedures in respect of any audit undertaken pursuant thereto.
COMPLIANCE, COOPERATION AND RESPONSE
In the event that Samanage receives a request from a Data Subject in relation to Personal Data, Samanage will refer the Data Subject to the Customer unless otherwise prohibited by law. The Customer will reimburse Samanage for all costs incurred resulting from providing reasonable assistance in dealing with a Data Subject request. In the event that Samanage is legally required to respond to the Data Subject, the Customer will fully cooperate with Samanage as applicable.
Samanage will notify the Customer promptly of any request or complaint regarding the processing of Personal Data, which adversely impacts the Customer, unless such notification is not permitted under applicable law or a relevant court order.
Samanage may make copies of and/or retain Personal Data in compliance with any legal or regulatory requirement including, but not limited to, retention requirements.
Samanage will reasonably assist the Customer in meeting its obligation to carry out data protection impact assessments (DPIAs), taking into account the nature of processing and the information available to Samanage.
The parties acknowledge that it is the duty of the Customer to notify Samanage within a reasonable time, of any changes to applicable data protection laws, codes or regulations which may affect the contractual duties of Samanage. Samanage will respond within a reasonable timeframe in respect of any changes that need to be made to the terms of this DPA or to the technical and organisational measures to maintain compliance. If the parties agree that amendments are required, but Samanage is unable to accommodate the necessary changes, the Customer may terminate the part or parts of the Services which give rise to the non-compliance. To the extent that other parts of the Services provided are not affected by such changes, the provision of those Services will remain unaffected.
The Customer and Samanage and, where applicable, their representatives, will cooperate, on request, with a supervisory data protection authority in the performance of their respective obligations under this DPA.
For the term of the Agreement Samanage will provide Customer or end users with the ability to correct, block, export and delete Customer Data in a manner consistent with the functionality of the Services. Once Customer or end user deletes Customer Data and such Customer Data cannot be recovered by the Customer or end user (Customer-Deleted Data), Samanage will delete such Customer-Deleted Data from its systems within a maximum period of 365 days (including all backups) of termination; unless applicable law or regulations prevent it from returning or destroying all or part of the Personal Data.
The Customer acknowledges and agrees that: (i) Affiliates of Samanage may be used as Sub-processors; and (ii) Samanage and its Affiliates respectively may engage Sub-processors in connection with the provision of the Services.
All Sub-processors who process Personal Data in the provision of the Services to the Customer will comply with the obligations of Samanage set out in this DPA.
Where Sub-processors are located outside of the EEA, Samanage confirms that such Sub-processors: (i) are located in a third country or territory recognised by the EU Commission to have an adequate level of protection; or (ii) have entered into Model Contractual Clauses with Samanage; or (iii) have other legally recognised appropriate safeguards in place, such as the EU-US Privacy Shield or Binding Corporate Rules.
Samanage will make available to the Customer the current list of Sub-processors at www.samanage.com/support/faq/ which will include the identities of Sub-processors and their country of location. During the term of this DPA, Samanage will provide the Customer with prior notification, via email, of any changes to the list of Sub-processors who may process Personal Data before authorising any new or replacement Sub-processors to process Personal Data in connection with the provision of the Services.
The Customer may object to the use of a new or replacement Sub-processor, by notifying Samanage promptly in writing within 10 business days after receipt of Samanage’s notice. If the Customer objects to a new or replacement Sub-processor, and that objection is not unreasonable, the Customer may terminate the Agreement or applicable order with respect to those Services which cannot be provided by Samanage without the use of the new or replacement Sub-processor. Samanage will refund the Customer any prepaid and unused fees covering the remainder of the term of the applicable order following the effective date of termination with respect to such terminated Services.
The limitations on liability set out in the Agreement apply to all claims made pursuant to any breach of the terms of this DPA.
The parties agree that Samanage will be liable for any breaches of this DPA caused by the acts and omissions or negligence of its Sub-processors to the same extent Samanage would be liable if performing the services of each Sub-processor directly under the terms of the DPA, subject to any limitations on liability set out in the terms of the Agreement.
The parties agree that the Customer will be liable for any breaches of this DPA caused by the acts and omissions or negligence of its Affiliates as if such acts, omissions or negligence had been committed by Customer itself.
Neither party is entitled to recover more than once in respect of the same claim.
Samanage will at the choice of the Customer: (i) delete or return Personal Data to the Customer after the end of the provision of the Services relating to processing within the time periods set out in the Agreement; and (ii) delete all Customer-deleted Data from its systems within a maximum period of 365 days (including all backups) of termination; unless applicable law or regulations prevent it from returning or destroying all or part of the Personal Data. Where any Personal Data is retained for such reasons the Personal Data shall be treated as Confidential Information and will no longer be actively processed.
This DPA sets out the entire understanding of the parties with regards to the subject matter herein.
Should a provision of this DPA be invalid or become invalid then the legal effect of the other provisions will be unaffected. A valid provision is deemed to have been agreed which comes closest to what the parties intended commercially and will replace the invalid provision. The same will apply to any omissions.
This DPA is governed by the laws of England and Wales. The courts of England have exclusive jurisdiction for the settlement of all disputes arising under this DPA.
To the extent of any conflict or inconsistency between the terms of this DPA and the remainder of the Agreement with respect to the privacy and security of Customer Data, the terms more protective of the Customer Data will apply. In all other cases, the terms of the Agreement control. Subject to the amendments in this DPA, the Agreement remains in full force and effect.
Overview of data processing activities to be performed by the Processor
The Customer transfers Personal Data identified in sections 3, 4 and 5 below, as it relates to the processing operations identified in section 6 below.
The Controller is the Customer.
Samanage receives data identified in sections 3, 4 and 5 below, as it relates to the processing operations identified in section 6 below.
The Processor is Samanage Europe B.V. of Westblaak 180, 3012 KN Rotterdam, The Netherlands.
2. Data Subjects
The Personal Data transferred concern the following categories of Data Subjects:
- Employees and external consultants of the Controller (who are subject to the terms of the Agreement),
- Authorised users, Affiliates and other participants from time to time to whom the Controller has granted the right to access the Services in accordance with the terms of the Agreement.
- Service providers of the Controller.
3. Categories of Data
The Personal Data transferred concern the following categories of data:
- Personal details, names, phone numbers, user names, email addresses of Authorised Users
- Personal Data derived from the authorised users use of the Services such as records and business intelligence information.
5. Special categories of Data
Personal Data transferred concern the following special categories of data:
- No sensitive data or special categories shall be transferred to the Processor.
6. Processing operations
The Personal Data transferred will be subject to the following basic processing activities:
- Personal Data will be processed to the extent necessary to provide the Services in accordance with both the Agreement and the Controller’s instructions. The Processor processes Personal Data only on behalf of the Controller. Processing operations include, but are not limited to: IT assets and service management.
- Technical support, issue diagnosis and error correction to ensure the efficient and proper running of the systems and to identify, analyse and resolve technical issues both generally in the provision of the Services and specifically in answer to a Controller query. This operation may relate to all aspects of Personal Data processed but will be limited to metadata where possible.
- Virus, anti-spam and Malware checking in accordance with the Services provided. This operation relates to all aspects of Personal Data processed.
- URL scanning for the purposes of the provision of targeted threat protection and similar service which may be provided under the Agreement. This operation relates to attachments and links in emails and will relates to any
- Personal Data within those attachments or links which could include all categories of Personal Data.
Technical and Organisational Security Measures
Description of the technical and organisational security measures implemented by Samanage:
1. Technical and Organizational Measures
The following sections define the current security measures established by Samanage. Samanage may change these at any time without notice by keeping a comparable or better level of security. This may mean that individual measures are replaced by new measures that serve the same purpose without diminishing the security level.
1.1 Physical Access Control:
Unauthorized persons will be prevented from gaining physical access to premises, buildings or rooms where data processing systems are located which process and/or use personal data.
All data centers used by Samanage adhere to strict security procedures enforced by guards, surveillance cameras, motion detectors, access control mechanisms and other measures to prevent equipment and data center facilities from being compromised. Only authorized representatives have access to systems and infrastructure within the data center facilities. To ensure proper functionality, physical security equipment (e.g. motion sensors, cameras, etc.) are maintained on a regular basis. In detail, the following physical security measures are implemented at all data centers:
- Amazon Web Services protects its assets and facilities using the appropriate means based on a security classification conducted by internal security personnel.
- All buildings that house data centers are secured through access control systems (smart card access system).
- As a minimum requirement, the outermost shell of the buildings are fitted with a certified key system including modern, active key management.
- Depending on the security classification, buildings, individual areas and surrounding premises are further protected by additional measures. These include specific access profiles, video surveillance, intruder alarm systems and biometric access control systems.
- Access rights are only granted to authorized persons on an individual basis according to the System and Data Access Control measures (see Section 1.2 and 1.3 below). This also applies to visitor access. Guests and visitors to buildings must register their names at reception and must be accompanied by authorized personnel. Data centers and all third party data center providers log the names and times of persons entering the private areas of Samanage within the data centers.
1.2 System Access Control:
All data processing systems used to provide the Samanage Service are prevented from being used without authorization.
- Multiple authorization levels are used to grant access to sensitive systems including those storing and processing Personal Data. Processes are in place to ensure that authorized users have the appropriate authorization to add, delete, or modify users.
- All users access Samanage’s systems with a unique identifier (user ID).
Samanage has procedures in place to ensure that requested authorization changes are implemented only in accordance with the guidelines (for example, no rights are granted without authorization). If a user leaves the company, their access rights are revoked.
- Samanage has established a password policy that prohibits the sharing of passwords, governs what to do if a password is disclosed, requires passwords to be changed on a regular basis and default passwords to be altered.
- Personalized user IDs are assigned for authentication. All passwords must fulfil defined minimum requirements and are stored in encrypted form. Each computer has a password-protected locking mechanism after a pre-set time.
- The company network is protected from the public network by firewalls.
- Samanage uses up–to-date antivirus software at access points to the company network (for e-mail accounts) and on all laptops and workstations.
- Security patch management is implemented to ensure timely deployment of relevant security updates.
- Full remote access to Samanage’s corporate network and critical infrastructure is protected by strong authentication.
1.3 Data Access Control:
Persons entitled to use data processing systems will gain access only to the Personal Data that they have a right to access, and Personal Data must not be read, copied, modified or removed without authorization in the course of processing, use and storage.
- Access to personal, confidential or sensitive information is granted on a need-to-know basis. In other words, employees or external third parties have access to the information that they require in order to complete their work. Samanage uses authorization concepts that document how authorizations are assigned and which authorizations are assigned. All personal, confidential, or otherwise sensitive data is protected in accordance with the Samanage security policies and standards.
- All production servers of any Samanage Service are operated in the relevant data centers/server rooms. Security measures that protect applications processing personal, confidential or other sensitive information are regularly checked. To this end, Samanage conducts internal and external security checks and penetration tests on it’s IT systems.
- Samanage does not allow the installation of personal software or other software not approved by Samanage to systems being used for any Samanage Service.
- A Samanage security policy governs how data and data carriers are deleted or destroyed.
1.4 Data Transmission Control:
Personal Data must not be read, copied, modified or removed without authorization during transfer.
- Personal Data transfer over Samanage internal networks are protected as any other confidential data according to Samanage Security Policy. http://www.samanage.com/privacy-policy
- When the data is being transferred between Samanage and its customers, the protection measures for the transferred Personal Data are mutually agreed upon and made part of the Agreement. This applies to both physical and network based data transfer. In any case the Customer assumes responsibility for any data transfer from Samanage’s Point of Demarcation (e.g. outgoing firewall of the data center which hosts the Samanage Service).
1.5 Data Input Control:
Samanage can retrospectively examine and establish whether and by whom at Samanage entered, modified or removed Personal Data from data processing systems used to provide the Samanage Service.
Samanage only allows authorized persons to access Personal Data as required in the course of their work. Samanage implemented a logging system for input, modification and deletion, or blocking of Personal Data by Samanage or its Sub-processors to the greatest extent supported by the Samanage Service.
1.6 Job Control:
Personal Data being processed on commission will be processed solely in accordance with the Agreement and related instructions of the Customer.
- Samanage uses controls and processes to ensure compliance with contracts between Samanage and its customers, Sub-processors and other Service providers.
- As part of the Samanage Security Policy, Customer Data requires at least the same protection level as “confidential” information according to the Samanage information classification standard.
- All Samanage employees and contractual partners are contractually bound to respect the confidentiality of all sensitive information including trade secrets of Samanage customers and partners. http://www.samanage.com/privacy-policy
1.7 Availability Control:
Personal Data will be protected against accidental or unauthorized destruction or loss.
- Samanage employs backup processes and other measures that ensure rapid restoration of business critical systems as and when necessary.
- Samanage relies on use of uninterrupted power supplies (for example: UPS, batteries, generators, etc.) to ensure power availability to the data centers.
- Samanage has defined contingency plans as well as business and disaster recovery strategies for Samanage Services.
- Emergency processes and systems are regularly tested.
1.8 Data Separation Control
Customer specific Personal Data collected for different purposes can be processed separately.
- Samanage uses the technical capabilities of the deployed software (for example: multi-tenancy) to achieve data separation between Personal Data from one and any other customer.
- Customers (including their Affiliates) have access only to their own Customer Data.
1.9 Data Integrity Control
Ensures that Personal Data will remain intact, complete and current during processing activities:
Samanage has implemented a defence strategy in several layers as a protection against unauthorized modifications.
This refers to controls as stated in the control and measure sections as described above. In particular:
- Firewalls – including Web Application Firewall;
- Antivirus software;
- Backup and recovery;
- External and internal penetration testing;
- Regular external audits to prove security measures (SOC2 Type 2 & ISO 27001)
- Compliant with EU/US Privacy Shield