Data processing agreement
When you use Ticket System on a Discord server, we store and process information about the server’s members for you. You decide what tickets are used for on your server. That makes you the "controller" of that information, and us the "processor". The law (Article 28 of the General Data Protection Regulation) requires an agreement about this. Here it is.
The agreement is part of our terms and applies automatically for as long as Ticket System is used on the server. You do not have to sign anything.
1. The parties
The controller is the person or company that has added Ticket System to a Discord server or is responsible for the server.
The processor is Jens Sejer, which operates Ticket System. Contact: ticketsystem.support@gmail.com.
2. What we process, and why
We process the information to run tickets on your server: create private channels, store history and transcripts, send notifications about tickets and show statistics to your staff. We do not use it for anything else.
| Who | What information |
|---|---|
| Members who open or take part in a ticket | Discord user ID, username and link to avatar. What they write in the ticket and the images they send. Their answers to questions when opening. Timestamps, ratings and comments on ratings. |
| The server’s staff | Discord user ID and username. Which tickets they have claimed, answered and closed, response times, shifts and the changes they make on the dashboard. |
| Information staff add about a member themselves | Staff notes, blacklist, priority and tags on tickets. |
Ticket System is not made for sensitive information such as national ID numbers, health information or payment cards. Do not ask your members for that kind of information in a ticket.
3. We follow your instructions
We only process the information as you have decided. Your instructions are the setup you make on the dashboard, together with the terms and this agreement. If we believe an instruction is against the law, we will tell you.
4. Confidentiality
Only the people with us who need it to run the service or to help you have access to the information, and they are bound by confidentiality. We only open a server’s dashboard when it is necessary to help or to fix a problem. Each time, it is written to a log.
5. Security
We protect the information with, among other things:
- An encrypted connection (https) to the website and the dashboard.
- Access to our own systems requires a password and two-step login, and all actions are logged.
- Each server’s data is kept separate, and access to the dashboard is checked continuously with Discord, so a removed role loses access within a minute.
- Daily backups that are tested automatically, and ongoing security updates of the server.
- Transcripts can only be opened with a link containing a long, random key.
6. Sub-processors
You allow us to use sub-processors to run the service. At the moment we use this one for the information this agreement is about:
- Hetzner Online GmbH (Finland): the server that the bot and the database run on. The server is located in the EU.
Backups are kept on the same server and on our own equipment in Denmark. We place the same requirements on a sub-processor as this agreement places on us. If we change sub-processor or start using a new one, we announce it at least 30 days in advance on our news page. If you object to the change, you can stop using the service by removing the bot.
Discord is not our sub-processor. The messages in your channels are held by Discord under Discord’s own terms, whether or not you use Ticket System.
7. Transfers outside the EU
The information this agreement is about is stored in the EU. We do not transfer it to countries outside the EU/EEA.
8. Help for you and your members
If a member asks to see or delete their information, it is you who must answer. We help you with that: on the dashboard you can download tickets as a spreadsheet and remove tickets and transcripts, and we can hand over or delete everything about a specific person if you write to us. We also help if you need to assess a risk or answer the data protection authority.
9. If a security breach happens
If we discover that information from your server has ended up in the wrong hands, has been lost or has been changed by mistake, we notify you without undue delay and as far as possible within 48 hours. You are told what happened, what information it concerns, and what we have done. The notice is sent to the server owner on Discord and shown on the dashboard.
10. Deletion
If you remove the bot from the server, we keep the server’s information for 90 days so you can add it again without losing anything. After that it is deleted automatically. You can ask us to delete it right away. Backups are deleted after 14 days.
11. Documentation and audits
If you want to see that we comply with the agreement, write to ticketsystem.support@gmail.com. We give you the information needed to show it. A more extensive audit is arranged separately and is carried out at your own expense.
12. Duration and changes
The agreement applies for as long as Ticket System is used on the server, and until the information has been deleted. If we change the agreement significantly, we announce it in the same way as changes to the terms.
13. What the agreement does not cover
Information about you as a user of the dashboard, about payment for Premium and about your requests to our support is our own responsibility. You can read about that in our privacy policy.