Data Protection

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Data Protection

Data Protection

General Information

Information on the responsible body

Company:                                 OTRS AG

Legal representative:                André Mindermann, CEO

Address:                                   Zimmersmühlenweg 11, 61440 Oberursel

Data Privacy Officer:
Mr Robert Aumiller, IITR GmbH
aumiller@iitr.de

 

General Data Processing Information

Affected data:

Personal data is only collected if you communicate it to us yourself. Apart from that, no personal data is collected. Any processing of your personal data that goes beyond the scope of the statutory permission is only possible on the basis of your express consent.

Processing purpose: Contract execution.

Categories of recipients: Public authorities in the event of priority legislation. External service providers or other contractors. Other external bodies in so far as the data sub-ject has given his consent or a transmission is permitted due to a prevailing interest.

Third-country transfers: As part of contractual execution, processors could also be used outside the European Union.

Duration of data storage: The duration of data storage depends on the statutory stor-age requirements and is usually 10 years.

Visits to the North American OTRS AG websites

Anyone may visit the OTRS AG websites and access information while remaining anonymous and without revealing detailed personal information. However, there are areas of the OTRS AG websites that are password protected and may require the user to enter personal information in order to gain entry. Any such information is used strictly for user verification purposes only.

Section 508

OTRS AG aims to be 508 compliant. Section 508 of the Rehabilitation Act of 1973 requires, with certain exceptions, that our Federal Customers comply with certain accessibility requirements when developing, procuring, maintaining, or using electronic and information technology. OTRS AG considers Section 508 standards when designing its offerings. We are also committed to working with our Federal customers as they evaluate their Section 508 compliance.

Specific Information About the Website

Usage of the Newsletter

When registering for our newsletter, you provide us with your email address and, on an optional basis, other information. We use these data solely for the purpose of send-ing you the newsletter. We retain the data that you disclose in your newsletter applica-tion until you cancel your subscription to our newsletter. You can unsubscribe at any time via the link in the newsletter intended for this purpose, or by sending us the ap-propriate notification. By unsubscribing, you revoke the use of your email address.

We also use your email address, which we receive in connection with the sale of a product or service, exclusively for direct advertising in the form of our newsletter for products or services that we sell that are similar to the ones you ordered, provided that you have not objected to having your email used in this way. You may object to the use of your email address at any time without incurring any costs other than the transmis-sion costs according to the basic rates. Your objection (and thus the cancellation of our newsletter) can be communicated by sending the appropriate message to our email address (see the Legal Notice).

Business Card Handling

As part of the transfer or exchange of business cards, you are providing us with personal data, such as your phone number, e-mail address, etc. We use this information primarily to keep in touch with you. In addition, we will provide you with information about our products and services. If you do not purchase products or services from our offerings, we will delete your contact details after 5 years.

You have the right to information deletion or rectification at any time.

OTRS-ID Registration

The data entered during the Free Trial registration will be used for the purpose of facilitating the offer. Users may be informed by email of information relevant to the offer, or registration, such as changes in the scope of the offer, or technical difficulties. The collected data can be seen in the input mask during registration. This includes email address, first name, surname, country, telephone number, organization, job title: these are needed for carrying out downloads, viewing FAQs or creating inquiries to the OTRS Group.

The collected data will be kept for 3 years. If there is no business relationship after this period, the data from the Free Trial registration will be deleted.

Use of Google Analytics

This website uses Google Analytics, a web analytics service provided by Google Inc. (“Google”). Google Analytics uses so-called “cookies,” text files that are stored on your computer and that allow an analysis of your use of the website. The information generated by the cookie about your use of this website is usually transmitted to a Google server in the US and stored there. However, in the event IP anonymization is activated on this website, your IP address will be shortened beforehand by Google within member states of the European Union or in other signatory states to the Treaty on the European Economic Area. The full IP address will be transmitted to a Google server in the USA and shortened there only on an exceptional basis. Google will use this information for the purpose of evaluating your use of the website, compiling reports on website activity for website operators, and providing other services to website operators relating to website activity and Internet usage. Google will not associate the IP address transmitted under Google Analytics by your browser with other data held by Google. You may prevent the storage of cookies by selecting the appropriate settings on your browser software; however, we should inform you in this case that you might not be able to enjoy all of the functionality of this website to its full extent. You may additionally prevent the recording of the data (including your IP address) to Google that is generated by the cookie and that pertains to your use of the website, or the processing of these data, by downloading and installing the following browser plug-in available through the following link. In view of the discussion about the use of analytics tools with full IP addresses, we would like to point out that this website uses Google Analytics with the extension “_anonymizeIp()” which means that IP addresses are used only in a shortened form in order to prevent any direct correlation to specific persons. For browsers on mobile devices, please click this Link to, in future, prevent anonymous tracking by Google Analytics and to activate a so-called “opt-out cookie” for your browser.

Google AdWords Conversion Tracking

This website uses Google AdWords Conversion Tracking, a web analytics service provided by Google Inc. (“Google”). Google AdWords Conversion Tracking also uses “cookies” stored on your computer that allow analysis of your use of the website. The information generated by the cookie about your use of this website is transmitted to a Google server in the US and stored there. Google will use this information for the purpose of evaluating your use of the website, compiling reports on website activity for website operators, and providing other services related to website activity and internet usage. Google may also transfer this information to third parties if required by law or in so far as third parties process this data on behalf of Google. Google will in no case connect the data with other data from Google. You can generally prevent the use of cookies by prohibiting the storage of cookies in your browser.

YouTube

Our website uses plugins from YouTube, which is operated by Google. The operator of the pages is YouTube LLC, 901 Cherry Ave., San Bruno, CA 94066, USA.

If you visit one of our pages featuring a YouTube plugin, a connection to the YouTube servers is established. Here the YouTube server is informed about which of our pages you have visited.

If you’re logged in to your YouTube account, YouTube allows you to associate your browsing behavior directly with your personal profile. You can prevent this by logging out of your YouTube account.

YouTube is used to help make our website appealing. This constitutes a justified interest pursuant to Art. 6 (1) (f) DSGVO.

Further information about handling user data, can be found in the data protection declaration of YouTube under https://policies.google.com/privacy?hl=en&gl=en

HotJar

This website uses HotJar, a service that analyzes the online behavior and voice of website users by Hotjar Ltd. (“Hotjar”) http://www.hotjar.com, 3 Lyons Range, 20 Bisazza Street, Sliema SLM 1640, Malta, Europe). HotJar uses “cookies,” which are text files placed on your computer, to help the website analyze how users use the site. The information generated by the cookie about your use of the website (including your IP address in an anonymized format) will be transmitted to and stored by HotJar on servers in Ireland (EU).

The sole purpose of passively collecting your information is to improve your experience when using this website.

Through the Hotjar code embedded on our website, the information collected and processed includes Device-specific data.

The following information may be collected related to your device and browser:

Device-specific data

The following information may be collected related to your device and browser:

device’s IP address (captured and stored in an anonymized format);
device screen resolution;
device type (unique device identifiers), operating system, and browser type;
geographic location (country only);
preferred language used to display the Hotjar Enabled Site.
User interactions

Mouse events (movements, location and clicks)
Keypresses
Log data

For a sampling of visitors, our servers automatically record information which is collected from customer websites and our site. This data includes:

referring URL and domain;
pages visited;
geographic location (country only);
preferred language used to display the web page;
date and time when website pages were accessed.
By using this website, you implicitly accept the terms of the personal data processing policy and authorize us to process the said data in compliance with the objectives stated hereinabove. You may opt-out from having HotJar collect your information when visiting our website at any time by visiting HotJars Opt-out page and clicking ‘Disable HotJar’. For more detailed information on the privacy and to the terms of please visit https://www.hotjar.com/privacy

WalkMe

Use of WalkMe in the OTRS Free Trial

By default, WalkMe does not collect personally identifiable information (PII) other than IP addresses in logs for security purposes, end-users’ approximate geolocation (country and city in which they are located) and masked IP addresses for the ongoing operation of the WalkMe system, and assigns collected metadata to anonymous random GUID. Moreover, WalkMe collects and transfers environment properties such as browser and OS, page URL, and title.

WalkMe is accredited with the EU/Swiss-US Privacy Shield Certification by complying with a set of strict privacy principles established by the American Department of Commerce in conjunction with the European Union, and verified by TrustArc (formerly known as TRUSTe; WalkMe is TrustArc certified for data privacy). These include giving proper notice and a choice to opt out when collecting personal data, transferring information to third-parties only if they comply with similar privacy standards, allowing customers to access and update their own information, maintaining integrity through the proper use of customer information, providing adequate security of information, and ensuring proper enforcement.

For more detailed information on the privacy and to the terms of please visit:
https://www.walkme.com/privacy-policy/

Capterra

This website uses a tracking code by Capterra to evaluate the effectiveness of the services provided by Capterra to the otrs.com website. The pixel is provided by Capterra, Inc. (“Capterra”) https://www.capterra.com/, 901 North Glebe Road, Suite 1010, Arlington, VA 22203.

Capterra uses “cookies,” which are text files placed on your computer, to help the analyze how users use the site. The information generated by the cookie about your use of the website (including your IP address in an anonymized format) will be transmitted to and stored by Capterra on servers that are located in the United States.
The sole purpose of passively collecting your information through Capterra is to improve the effectiveness of Capterra services provided to otrs.com.
Data collected by Capterra may be shared with their affiliates and other entities as defined by their Privacy Policy.
Data gathered by Capterra is stored in a Capterra-managed database housed on servers in the United States. By using the service, you are agreeing to have your data transferred to the United States. Data retention length varies based on how the data is being used, but is generally kept for as long as it is relevant to the purpose for which it was collected.
By using this website, you implicitly accept the terms of the personal data processing policy and authorize us to process the said data in compliance with the objectives stated hereinabove. Capterra offers access to data retrieval and removal via email to privacy@gartner.com. For more detailed information on the privacy and to the terms of please visit https://www.capterra.com/legal/privacy-policy.

Third Parties Use of Facebook Social Plug-ins/ Facebook “like” button

This website uses the social plugins of Facebook, Inc., 1601 S. California Ave, PA-Lo Alto, CA 94304, USA (hereinafter “Facebook”). When you access pages that contain such a plugin, data about your visitor behavior is automatically transmitted to the servers of Facebook. The website operator has no influence on the nature and extent of the data collected and transmitted to Facebook. If you are logged in to Facebook, Facebook can assign your visit to your Facebook account. For more information on Facebook privacy, see http://www.facebook.com/policy.php

Facebook Remarketing/Retargeting (Custom Audiences)

On our pages the Facebook pixel of the social network Facebook, 1601 South California Avenue, Palo Alto, CA 94304, USA is integrated. When you visit our pages, the Facebook Pixel establishes a direct connection between your browser and the Facebook server. Facebook receives the information that you have visited our site with your IP address. As a result, Facebook can assign the visit to our pages to your user account. We can use the information obtained for the display of Facebook Ads or for tracking functionalities. We point out that we as the provider of the pages are not aware of the content of the data transmitted and their use by Facebook. Further information can be found in the privacy statement of facebook at https://www.facebook.com/about/privacy/. If you do not want to collect data via Custom Audience, you can deactivate Custom Audiences here.

Twitter

This offer uses the buttons of the Twitter service. These buttons are provided by Twitter Inc., 795 Folsom St., Suite 600, San Francisco, CA 94107, USA. They are recognizable by terms such as “Twitter” or “episode”, combined with a stylized blue bird. With the help of the buttons it is possible to share a post or page of this offer on Twitter or to follow the provider on Twitter.
When a user calls up a web page of this web site containing such a button, its browser establishes a direct connection to the servers of Twitter. The content of the Twitter buttons is transmitted by Twitter directly to the user’s browser. The provider therefore has no influence on the extent of the data that Twitter collects with the help of this plugin and informs users according to their level of knowledge. After this, only the IP address of the user, the URL of each web page when the button is received, but not used for purposes other than the appearance of the button.
Further information can be found in the privacy policy of Twitter at http://twitter.com/privacy.

Cookies

This website uses its own “cookies” to increase user-friendliness (“cookies” are text files sent by the web server to the user’s browser and stored there for later retrieval). Our own “cookies” never store any personal information. You can prevent the use of “cook-ies” in general if you set your browser to disallow the storage of “cookies.”

Collection of Personal Data

In order to be able to use some offers on our website, in particular downloads, online forums, online applications, personal requests, course registration or registrations for other services, it is necessary for us to receive personal data from you. Personal data are unique details about you and facts related to your person, such as your name, address or email address. Such data is only collected by us if you voluntarily provide it and by doing so demonstrate that you agree to its use and processing. It goes without saying that we only collect data that is absolutely necessary to execute these offers. If we ask you for further data, this is done exclusively for the purpose of facilitating communication with you or improving our service.

Use and processing of personal data

OTRS AG will endeavor to take appropriate steps to protect the privacy of the information you share with us. Whenever you give OTRS AG sensitive personal information, OTRS AG will take reasonable steps to establish a secure connection with your web browser. The information we collect may be used to improve the content of our websites, customize the content and/or layout of our page for each individual visitor, or for marketing purposes.

OTRS AG generally uses and processes the personal data you provide for contract processing and the processing of your inquiries and requests. Personal data is processed and used to a limited extent for support and marketing purposes, insofar as this is permitted by law. Should you no longer agree to such use, you can, of course, object to its further use at any time. Furthermore, your information provided to us may be combined with data already stored about you by us. Such a data combination has the advantage, among other things, that your customer data collected by us is always kept up-to-date, the accuracy of the information collected is guaranteed and our service to you can be optimized. We will only use and process your data beyond these purposes if you have expressly consented to this in advance and only for the purposes communicated to you. For example, in the case of an online application, you can indicate whether we may also review this application with regard to other positions in our company. Only in this case will we use your data for this purpose.

Information on Further Data Processing Procedures

Specific information on the application process

Data Affected: Application Details

Processing Purpose: Application procedure

Categories of Recipients: Public authorities subject to priority legislation. External service providers or other contractors. Other external bodies insofar as the person concerned has given his consent or a transfer of overriding interest is admissible.

Third Country Transfer: In the context of the contract implementation, processors outside the European Union can also be used.

Data Storage Duration: Application data will generally be deleted within six months after notification of the decision, unless consent has been given for a longer period of data storage.

 

Specific information on the processing of customer data/prospect data

Data Affected: Data communicated for the execution of the contract, if necessary. Additional data for processing on the basis of your express consent.

Processing Purpose: Implementation of the contract.

Categories of Recipients: Public authorities subject to priority legislation. External service providers or other contractors. Other external bodies insofar as the person concerned has given his consent or a transfer of overriding interest is admissible.

Third Country Transfer: In the context of the implementation of the contract, processors outside the European Union can also be used.

Data Storage Duration: The duration of data storage depends on the statutory storage requirements and is usually 10 years.

 

Specific information on the processing of employee data

Data Affected: Data communicated for the execution of the contract, if necessary. Additional data for processing on the basis of your express consent.

Processing Purpose: Implementation of the contract.

Categories of Recipients: Public authorities subject to priority legislation. External service providers or other contractors. Other external bodies insofar as the person concerned has given his consent or a transfer of overriding interest is admissible.

Third Country Transfer: In the context of the implementation of the contract, processors outside the European Union can also be used.

Data Storage Duration: The duration of data storage depends on the statutory storage requirements and is usually 10 years.

 

Specific information on the processing of supplier data

Data Affected: Data communicated for the execution of the contract, if necessary. Additional data for processing on the basis of your express consent.

Processing Purpose: Implementation of the contract.

Categories of Recipients: Public authorities subject to priority legislation. External service providers or other contractors. Other external bodies insofar as the person concerned has given his consent or a transfer of overriding interest is admissible.

Third Country Transfer: In the context of the implementation of the contract, processors outside the European Union can also be used.

Data Storage Duration: The duration of data storage depends on the statutory storage requirements and is usually 10 years.

Email Address

If you provide us with your e-mail address, we will also communicate with you by e-mail. Should you no longer wish to receive such information, you can of course revoke your consent at any time by opting out. Alternatively, you can also send us a short message to the specified postal or e-mail address.

Telephone Numbers

Telephone numbers that are collected on forms throughout the site are stored in OTRS AG’s databases and are used solely for the purpose of verifying requests made online.

Participation in Forums

On our “Developer Community” website, we offer the chance to participate in online forums. To do this, we need sufficient information to be able to uniquely identify you so that we can then fulfill our obligation to subsequently identify authors of illegal content. Your personal data will only be passed on to other forum participants if you have approved it in your user profile. Please keep in mind that the text you publish on the Internet may be accessible to everyone without restriction. Please also note our “Terms of Use” when registering for our online forums. The technical administration and hosting of the forums is carried out on our behalf and under our control, in part, outside of the EU.

Technical and organizational data protection

OTRS AG undertakes the technical and procedural precautions appropriate for safeguarding the information provided by you against misuse and loss. This data is stored in a secure operating environment that is not accessible to the public. In addition, each of our employees is, of course, instructed in and committed to data protection and confidentiality.

Email to OTRS AG

For tax reasons, all emails sent to OTRS AG and other OTRS AG Group companies are archived for ten years. OTRS AG Group’s email systems are intended exclusively for business emails.

Modification to the Data Protection Declaration

As part of the ongoing development of the Internet, it is regularly necessary to adapt this Data Protection Declaration to changing circumstances. Such changes will be announced on this page in due time. You can view the previous versions of this data protection declaration in the archive.

Further Information and Contacts

In addition, you may invoke your rights to correction or deletion at any time, to restrict processing, to object to processing, and to data portability. Here you will find the option to contact us by email datasecurity@otrs.com or letter at OTRS, Inc., 19925 Stevens Creek Blvd., Cupertino, CA 95014-2358, U.S.A. You also have the right to contact the da-ta protection supervisory authority for complaints.