Data Processing Addendum
The Customer (see below) agreeing to these terms (Customer) and Samanage Ltd. (Samanage) have entered into a Samanage Master Subscription Agreement (Samanage Agreement). This is an Addendum to the Samanage Agreement.
- This Addendum (Data Processing Addendum) is entered into by Customer and Samanage as of the Addendum Effective Date and amends the Samanage Agreement.
- Addendum Effective Date is the date Customer accepts this Data Processing Addendum by clicking to accept these terms or by signature below.
- 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.
- All terms used without definition, have the definitions ascribed to such terms at the end of this Addendum.
SCOPE. This Data Processing Addendum reflects the parties’ agreement with respect to terms governing the processing of Customer Data under the Samanage Agreement.
TERM. This Data Processing Addendum will automatically terminate upon the termination of the Samanage Agreement.
DATA PROTECTION LEGISLATION. The parties agree and acknowledge that the Data Protection Legislation applies to the processing of Customer Data.
PROCESSING OF CUSTOMER DATA.
- Processor. With respect to Customer Data under this agreement, the parties acknowledge and agree that Customer is the controller and Samanage is a processor. Customer will comply with its obligations as a controller and Samanage will comply with its obligations as a processor under the agreement. 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 agreement, as amended.
- Scope of Processing. Samanage will process Customer Data in accordance with Customer’s instructions. Customer instructs Samanage to process Customer Data to: (i) provide the Services (which includes the detection, prevention and resolution of security and technical issues) and (ii) respond to customer support requests.
- Processing Restrictions. Samanage will only process Customer Data in accordance with this agreement and will not process Customer Data for any other purpose.
- Security Measures. Samanage will take and implement best practice technical, administrative and organizational measures designed to protect Customer Data against a Security Incident (Security Measures). As of the Addendum Effective Date Samanage has implemented the Security Measures in Appendix 2 to Attachment 1. Samanage may update or modify such Security Measures from time to time provided that such updates and modifications do not result in the material degradation of the security of the Services. Customer agrees that Samanage has no obligation to protect Customer Data that Customer elects to store outside of Samanage’s and its Subprocessors systems (e.g., offline or on-premise storage).
- Samanage Staff. Samanage will take all reasonable steps to ensure compliance with the Security Measures by its employees, contractors and Subprocessors to the extent applicable to their scope of performance.
- Security Incident. If Samanage becomes aware of a Security Incident, Samanage will notify Customer of such Security Incident as soon as reasonably practicable, having regard to the nature of such Security Incident. Samanage will use all reasonable efforts to work with Customer in good faith to address any known breach of Samanage’s security obligations under the agreement. Customer is solely responsible for fulfilling any third party notification obligations.
- Security Certification. During the Term, Samanage will maintain its ISO 27001 certification (or a comparable report) on Samanage’s systems as related to the Services.
DATA CORRECTION, BLOCKING AND DELETION.
- Customer and End User Deletion. 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 as soon as reasonably practicable and within a maximum period of 365 days, to include all backed up data.
- Deletion on Termination. On expiry or termination of the Samanage Agreement, Samanage will delete all Customer-Deleted Data from its systems as soon as reasonably practicable and within a maximum period of 365 days to include all backed up data.
ACCESS TO DATA. Samanage will make available to Customer the Customer Data in accordance with the terms of the Agreement in a manner consistent with the functionality of the Services.
DATA PRIVACY OFFICER. The Data Privacy Officer for Samanage Apps can be contacted at: firstname.lastname@example.org.
- Data Transfers. As part of providing the Services, Samanage may transfer, store and process Customer Data in the United States or any other country in which Samanage and its Subprocessors maintain facilities.
- Safe Harbor. During the Term, Samanage will ensure that Samanage Ltd. remains enrolled in the U.S Department of Commerce Safe Harbor Program (Safe Harbor) or adopts an alternative compliance solution that achieves compliance with the terms of the Directive for transfers of personal data to a third country. While Samanage Ltd. remains enrolled in Safe Harbor: (i) the scope of Samanage Ltd.’s Safe Harbor certification will include Customer personal data; and (ii) Samanage Ltd. processing practices in respect of Customer personal data will remain consistent with those described in Samanage Ltd’s Safe Harbor certification and the Safe Harbor Privacy Principles.
- Application of Model Contract Clauses. The Model Contract Clauses apply to the processing of personal data by Samanage Ltd. in the course of providing the Services. The Model Contract Clauses apply only to Customer Data that is transferred from the European Economic Area (EEA) to outside the EEA, either directly or via onward transfer, to any country or recipient: (i) not recognized by the European Commission as providing an adequate level of protection for personal data, and (ii) not covered by a suitable framework recognized by the relevant authorities or courts as providing an adequate level of protection for personal data. The Model Contract Clauses apply to (i) the legal entity that has executed the Model Contract Clauses as a data exporter and, (ii) all Affiliates of Customer established within the European Economic Area (EEA) and Switzerland that have purchased Services on the basis of an order with Samanage Ltd.
- Subprocessors. Samanage may engage Subprocessors to provide parts of the Services.
- Processing Restrictions. Samanage will ensure that Subprocessors only access and use Customer Data in accordance with the terms of the agreement and that they are bound by written obligations: (i) that require them to provide at least the level of data protection required by the Safe Harbor Privacy Principles; and (ii) if Customer entered into Model Contract Clauses with Samanage Ltd., that impose the level of data protection required by the Model Contract Clauses.
- Customer Consent to Subprocessing. Customer consents to Samanage subcontracting the processing of Customer Data to Subprocessors in accordance with the terms of the agreement. If Customer enters into Model Contract Clauses with Samanage LTd., Customer consents to Samanage Ltd. subcontracting the processing of Customer Data in accordance with the terms of the Model Contract Clauses.
- Additional information. At the written request of the Customer, Samanage will provide additional information regarding Third Party Suppliers and their locations. Customer will send such requests to the Data Privacy Officer for Samanage at: [email@example.com]
EFFECT OF ADDENDUM. To the extent of any conflict or inconsistency between the terms of this Data Processing Addendum and the remainder of Samanage Agreement, the terms of this Data Processing Addendum will govern. Subject to the amendments in this Data Processing Addendum, the Samanage Agreement remains in full force and effect.
DEFINITIONS. Capitalized terms used but not defined in this Data Processing Addendum will have the meaning provided in the Samanage Agreement
- Affiliate means any entity that directly or indirectly controls, is controlled by, or is under common control with a party.
- Agreement means the Samanage Agreement and this Data Processing Addendum.
- 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 Protection Legislation means the national provisions adopted pursuant to the Directive, applicable to the Customer and the Customer Affiliates (if applicable) as the controller of the Customer Data and the Federal Data Protection Act of 19 June 1992 (Switzerland), as applicable
- 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.
- Model Contract Clauses means the standard contractual clauses (processors) for the purposes of Article 26(2) of Directive 95/46/EC for the transfer of personal data to processors established in third countries which do not ensure an adequate level of data protection as set out on Attachment 1 to this Addendum.
- Security Incident means accidental or unlawful distribution or accidental loss, alteration, or unauthorized disclosure or access to Customer Data by Samanage, its Subprocessors or any third party, provided that such incident is not directly or indirectly caused by Customer’s or Customer’s end user’s act or omission.
- Security Measures has the meaning given in Appendix 2 of Attachment 1 of this Data Processing Addendum.
- Subprocessors means those Third Party Suppliers that have logical access to, and process, Customer Data.
- Services means Samanage subscription services.
- Third Party Suppliers means the third party suppliers engaged by the Samanage for the purposes of processing Customer Data in the context of the provision of the Services.
STANDARD CONTRACTUAL CLAUSES (PROCESSORS)
FOR PURPOSES OF ARTICLE 26(2) OF DIRECTIVE 95/46/EC FOR THE TRANSFER OF PERSONAL DATA TO PROCESSORS ESTABLISHED IN THIRD COUNTRIES WHICH DO NOT ENSURE AN ADEQUATE LEVEL OF DATA PROTECTION.
The customer accepting these terms (the data exporter)
Samanage, Ltd. (the data importer)
each a “party”; together “the parties”,
HAVE AGREED on the following Contractual Clauses (the Clauses) in order to adduce adequate safeguards with respect to the protection of privacy and fundamental rights and freedoms of individuals for the transfer by the data exporter to the data importer of the personal data specified in Appendix 1.
Clause 1 Definitions
For the purposes of the Clauses:
- ‘personal data’, ‘special categories of data’, ‘process/processing’, ‘controller’, ‘processor’, ‘data subject’ and ‘supervisory authority’ shall have the same meaning as in Directive 95/46/EC of the European Parliament and of the Council of 24 October 1995 on the protection of individuals with regard to the processing of personal data and on the free movement of such data;
- ‘the data exporter’ means the controller who transfers the personal data;
- ‘the data importer’ means the processor who agrees to receive from the data exporter personal data intended for processing on his behalf after the transfer in accordance with his instructions and the terms of the Clauses and who is not subject to a third country’s system ensuring adequate protection within the meaning of Article 25(1) of Directive 95/46/EC;
- ‘the subprocessor’ means any processor engaged by the data importer or by any other subprocessor of the data importer who agrees to receive from the data importer or from any other subprocessor of the data importer personal data exclusively intended for processing activities to be carried out on behalf of the data exporter after the transfer in accordance with his instructions, the terms of the Clauses and the terms of the written subcontract;
- ‘the applicable data protection law‘ means the legislation protecting the fundamental rights and freedoms of individuals and, in particular, their right to privacy with respect to the processing of personal data applicable to a data controller in the Member State in which the data exporter is established;
- ‘technical and organisational security measures’ means those measures aimed at protecting personal data against accidental or unlawful destruction or accidental loss, alteration, unauthorised disclosure or access, in particular where the processing involves the transmission of data over a network, and against all other unlawful forms of processing.
Clause 2 Details of the transfer
Appendix 1 which forms an integral part of the Clauses.
Clause 3 Third-party beneficiary clause
- The data subject can enforce against the data exporter this Clause, Clause 4(b) to (i), Clause 5(a) to (e), and (g) to (j), Clause 6(1) and (2), Clause 7, Clause 8(2), and Clauses 9 to 12 as third-party beneficiary.
- The data subject can enforce against the data importer this Clause, Clause 5(a) to (e) and (g), Clause 6, Clause 7, Clause 8(2), and Clauses 9 to 12, in cases where the data exporter has factually disappeared or has ceased to exist in law unless any successor entity has assumed the entire legal obligations of the data exporter by contract or by operation of law, as a result of which it takes on the rights and obligations of the data exporter, in which case the data subject can enforce them against such entity.
- The data subject can enforce against the subprocessor this Clause, Clause 5(a) to (e) and (g), Clause 6, Clause 7, Clause 8(2), and Clauses 9 to 12, in cases where both the data exporter and the data importer have factually disappeared or ceased to exist in law or have become insolvent, unless any successor entity has assumed the entire legal obligations of the data exporter by contract or by operation of law as a result of which it takes on the rights and obligations of the data exporter, in which case the data subject can enforce them against such entity. Such third-party liability of the subprocessor shall be limited to its own processing operations under the Clauses.
- The parties do not object to a data subject being represented by an association or other body if the data subject so expressly wishes and if permitted by national law.
Clause 4 Obligations of the data exporter
The data exporter agrees and warrants:
- that the processing, including the transfer itself, of the personal data has been and will continue to be carried out in accordance with the relevant provisions of the applicable data protection law (and, where applicable, has been notified to the relevant authorities of the Member State where the data exporter is established) and does not violate the relevant provisions of that State;
- that it has instructed and throughout the duration of the personal data processing services will instruct the data importer to process the personal data transferred only on the data exporter’s behalf and in accordance with the applicable data protection law and the Clauses;
- that the data importer will provide sufficient guarantees in respect of the technical and organisational security measures specified in Appendix 2 to this contract;
- that after assessment of the requirements of the applicable data protection law, the security measures are appropriate to protect personal data against accidental or unlawful destruction or accidental loss, alteration, unauthorised disclosure or access, in particular where the processing involves the transmission of data over a network, and against all other unlawful forms of processing, and that these measures ensure a level of security appropriate to the risks presented by the processing and the nature of the data to be protected having regard to the state of the art and the cost of their implementation;
- that it will ensure compliance with the security measures;
- that, if the transfer involves special categories of data, the data subject has been informed or will be informed before, or as soon as possible after, the transfer that its data could be transmitted to a third country not providing adequate protection within the meaning of Directive 95/46/EC;
- to forward any notification received from the data importer or any subprocessor pursuant to Clause 5(b) and Clause 8(3) to the data protection supervisory authority if the data exporter decides to continue the transfer or to lift the suspension;
- to make available to the data subjects upon request a copy of the Clauses, with the exception of Appendix 2, and a summary description of the security measures, as well as a copy of any contract for subprocessing services which has to be made in accordance with the Clauses, unless the Clauses or the contract contain commercial information, in which case it may remove such commercial information;
- that, in the event of subprocessing, the processing activity is carried out in accordance with Clause 11 by a subprocessor providing at least the same level of protection for the personal data and the rights of data subject as the data importer under the Clauses; and
- that it will ensure compliance with Clause 4(a) to (i).
Clause 5 Obligations of the data importer
The data importer agrees and warrants:
- to process the personal data only on behalf of the data exporter and in compliance with its instructions and the Clauses; if it cannot provide such compliance for whatever reasons, it agrees to inform promptly the data exporter of its inability to comply, in which case the data exporter is entitled to suspend the transfer of data and/or terminate the contract;
- that it has no reason to believe that the legislation applicable to it prevents it from fulfilling the instructions received from the data exporter and its obligations under the contract and that in the event of a change in this legislation which is likely to have a substantial adverse effect on the warranties and obligations provided by the Clauses, it will promptly notify the change to the data exporter as soon as it is aware, in which case the data exporter is entitled to suspend the transfer of data and/or terminate the contract;
- that it has implemented the technical and organisational security measures specified in Appendix 2 before processing the personal data transferred;
- that it will promptly notify the data exporter about:
- any legally binding request for disclosure of the personal data by a law enforcement authority unless otherwise prohibited, such as a prohibition under criminal law to preserve the confidentiality of a law enforcement investigation,
- any accidental or unauthorised access, and
- any request received directly from the data subjects without responding to that request, unless it has been otherwise authorised to do so;
- to deal promptly and properly with all inquiries from the data exporter relating to its processing of the personal data subject to the transfer and to abide by the advice of the supervisory authority with regard to the processing of the data transferred;
- at the request of the data exporter to submit its data processing facilities for audit of the processing activities covered by the Clauses which shall be carried out by the data exporter or an inspection body composed of independent members and in possession of the required professional qualifications bound by a duty of confidentiality, selected by the data exporter, where applicable, in agreement with the supervisory authority;
- to make available to the data subject upon request a copy of the Clauses, or any existing contract for subprocessing, unless the Clauses or contract contain commercial information, in which case it may remove such commercial information, with the exception of Appendix 2 which shall be replaced by a summary description of the security measures in those cases where the data subject is unable to obtain a copy from the data exporter;
- that, in the event of subprocessing, it has previously informed the data exporter and obtained its prior written consent;
- that the processing services by the subprocessor will be carried out in accordance with Clause 11;
- to send promptly a copy of any subprocessor agreement it concludes under the Clauses to the data exporter.
Clause 6 Liability
- The parties agree that any data subject, who has suffered damage as a result of any breach of the obligations referred to in Clause 3 or in Clause 11 by any party or subprocessor is entitled to receive compensation from the data exporter for the damage suffered.
- If a data subject is not able to bring a claim for compensation in accordance with paragraph 1 against the data exporter, arising out of a breach by the data importer or his subprocessor of any of their obligations referred to in Clause 3 or in Clause 11, because the data exporter has factually disappeared or ceased to exist in law or has become insolvent, the data importer agrees that the data subject may issue a claim against the data importer as if it were the data exporter, unless any successor entity has assumed the entire legal obligations of the data exporter by contract of by operation of law, in which case the data subject can enforce its rights against such entity.The data importer may not rely on a breach by a subprocessor of its obligations in order to avoid its own liabilities.
- If a data subject is not able to bring a claim against the data exporter or the data importer referred to in paragraphs 1 and 2, arising out of a breach by the subprocessor of any of their obligations referred to in Clause 3 or in Clause 11 because both the data exporter and the data importer have factually disappeared or ceased to exist in law or have become insolvent, the subprocessor agrees that the data subject may issue a claim against the data subprocessor with regard to its own processing operations under the Clauses as if it were the data exporter or the data importer, unless any successor entity has assumed the entire legal obligations of the data exporter or data importer by contract or by operation of law, in which case the data subject can enforce its rights against such entity. The liability of the subprocessor shall be limited to its own processing operations under the Clauses.
Clause 7 Mediation and jurisdiction
- The data importer agrees that if the data subject invokes against it third-party beneficiary rights and/or claims compensation for damages under the Clauses, the data importer will accept the decision of the data subject:
- to refer the dispute to mediation, by an independent person or, where applicable, by the supervisory authority;
- to refer the dispute to the courts in the Member State in which the data exporter is established.
- The parties agree that the choice made by the data subject will not prejudice its substantive or procedural rights to seek remedies in accordance with other provisions of national or international law.
Clause 8 Cooperation with supervisory authorities
- The data exporter agrees to deposit a copy of this contract with the supervisory authority if it so requests or if such deposit is required under the applicable data protection law.
- The parties agree that the supervisory authority has the right to conduct an audit of the data importer, and of any subprocessor, which has the same scope and is subject to the same conditions as would apply to an audit of the data exporter under the applicable data protection law.
- The data importer shall promptly inform the data exporter about the existence of legislation applicable to it or any subprocessor preventing the conduct of an audit of the data importer, or any subprocessor, pursuant to paragraph 2. In such a case the data exporter shall be entitled to take the measures foreseen in Clause 5 (b).
Clause 9 Governing Law
The Clauses shall be governed by the law of the Member State in which the data exporter is established.
Clause 10 Variation of the contract
The parties undertake not to vary or modify the Clauses. This does not preclude the parties from adding clauses on business related issues where required as long as they do not contradict the Clause.
Clause 11 Subprocessing
- The data importer shall not subcontract any of its processing operations performed on behalf of the data exporter under the Clauses without the prior written consent of the data exporter. Where the data importer subcontracts its obligations under the Clauses, with the consent of the data exporter, it shall do so only by way of a written agreement with the subprocessor which imposes the same obligations on the subprocessor as are imposed on the data importer under the Clauses. Where the subprocessor fails to fulfil its data protection obligations under such written agreement the data importer shall remain fully liable to the data exporter for the performance of the subprocessor’s obligations under such agreement.
- The prior written contract between the data importer and the subprocessor shall also provide for a third-party beneficiary clause as laid down in Clause 3 for cases where the data subject is not able to bring the claim for compensation referred to in paragraph 1 of Clause 6 against the data exporter or the data importer because they have factually disappeared or have ceased to exist in law or have become insolvent and no successor entity has assumed the entire legal obligations of the data exporter or data importer by contract or by operation of law. Such third-party liability of the subprocessor shall be limited to its own processing operations under the Clauses.
- The provisions relating to data protection aspects for subprocessing of the contract referred to in paragraph 1 shall be governed by the law of the Member State in which the data exporter is established.
- The data exporter shall keep a list of subprocessing agreements concluded under the Clauses and notified by the data importer pursuant to Clause 5 (j), which shall be updated at least once a year. The list shall be available to the data exporter’s data protection supervisory authority.
Clause 12 Obligation after the termination of personal data processing services
- The parties agree that on the termination of the provision of data processing services, the data importer and the subprocessor shall, at the choice of the data exporter, return all the personal data transferred and the copies thereof to the data exporter or shall destroy all the personal data and certify to the data exporter that it has done so, unless legislation imposed upon the data importer prevents it from returning or destroying all or part of the personal data transferred. In that case, the data importer warrants that it will guarantee the confidentiality of the personal data transferred and will not actively process the personal data transferred anymore.
- The data importer and the subprocessor warrant that upon request of the data exporter and/or of the supervisory authority, it will submit its data processing facilities for an audit of the measures referred to in paragraph 1.
This Appendix forms part of the Clauses.
The Member States may complete or specify, according to their national procedures, any additional necessary information to be contained in this Appendix.
The data exporter is the Customer and its end users.
The data importer is Samanage, a provider of a software service.
Categories of Data
The personal data including name, telephone numbers, email address, location, photo ID, address, title, reporting hierarchy.
Data of Employees and External Consultants (who are subject to the terms of the Samanage Agreement).
The objective of processing of personal data by data importer is in the performance of the Services.
This Appendix forms part of the Clauses.
Description of the technical and organisational security measures implemented by the data importer in accordance with Clauses 4(d) and 5(c) (or document/legislation attached):
- 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 shall 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 are hosted with Amazon Web Services (AWS) and 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 AWS 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 AWS data centers are secured through access control systems (smart card access system).
- As a minimum requirement, the outermost shell of the AWS 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 AWS buildings must register their names at reception and must be accompanied by authorized AWS personnel. AWS 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 fulfill defined minimum requirements and are stored in encrypted form. Each computer has a password-protected locking mechanism after a preset 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.
strong>1.3 Data Access Control:
Persons entitled to use data processing systems shall 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 Services are operated in the relevant AWS 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/content/SAManage%20security%20privacy%20FAQ.pdf)
- 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 AWS 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 Subprocessors to the greatest extent supported by the Samanage Service.
1.6 Job Control:
Personal data being processed on commission shall 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, Subprocessors 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.(https://www.samanage.com/privacy.html)
- 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.
1.7 Availability Control:
Personal data shall 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 AWS uninterrupted power supplies (for example: UPS, batteries, generators, etc.) to ensure power availability to the AWS 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 defense 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)