You may have seen an email from us recently informing you that we are adding new sub-processors to our service stack. It's understandable you may have questions, and we've tried to address as many of these as possible below. If you still want more clarity after reading through these responses, just submit a support request and we'll do our best to help you out.
What are Sub-Processors and where can I find out more about them?
A sub-processor is a third-party data processor engaged by a data processor who has or will have access to or process personal data from a data controller. More information is available by reviewing the information about the EU General Data Protection Regulation
Why do you use sub-processors?
Like many technology providers, we use third party software providers in our technology stack, including to improve our customer experience and service delivery. Some of the other sub-processors we use include Telstra, Amazon Web Services, DocuSign and Salesforce. Refer to our sub-processor list for further information on how these sub-processors assist us with providing our services to you.
What processes are in place to ensure my data is safe?
The proposed sub-processors have been through our security assessment process and are subject to data protection obligations.
Do you sell my data to sub-processors?
What happens if I object to these sub-processors being added?
To register an objection, simply log a support request stating your objection. Your objection will then be considered, and we'll let you know if we decide not to proceed with engaging the services of the proposed sub-processors.
Who are "Match my Email" and what do they do?
Match My Email allows us to keep a record of our communications (emails and meeting records) with our customers from tools like Outlook, in our customer relationship management software. Further detail about Match My Email’s services is available here.
Who are "Playvox" and what do they do?
Playvox is a quality and workforce management solution that helps us improve our customer service to you by providing a way for our Quality Assurance team to provide feedback to the agent on customer support tickets that they have handled. Further detail about Playvox’s services is available here.
How do I opt-out of these emails?
From time to time, we're legally required to communicate certain information to you. Examples of this include (but are not limited to): updates to terms & conditions, service updates & announcements, billing & payment information, and changes to your account. Due to our legal obligation to ensure you are made aware of important information, it's not possible to unsubscribe from these emails while you are engaged with our service.
If you would like more information about when a message must contain an 'unsubscribe' option, please go to https://www.acma.gov.au/avoid-sending-spam#unsubscribe.
Do you use sub-processors in Australia?
Our sub-processor list contains the location of where sub-processors are based.
If we use you to send messages from Australia to an Australian number, then is the message content, phone numbers, and related metadata are stored only in Australia?
Yes, this is all held within AWS Australia as long as the sender/receiver is remaining in country.