Privacy & Legal / Master Service Agreement (MSA)

Annex № 3
to the Master Service Agreement

Data Processing Agreement — EEA

Last updated: 02.08.2023

This Annex 3 «Personal Data Processing Agreement — EEA» is applicable if the Customer’s database consists of the EU residents and therefore GDPR is applicable to the Customer and Contractor.

STANDARD CONTRACTUAL CLAUSES

Clause 1

Purpose and scope

(a) The purpose of these standard contractual clauses is to ensure compliance with the requirements of Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data (General Data Protection Regulation) for the transfer of personal data to a third country.

(b) The Parties:

(i) The natural or legal person(s), public authority/ies, agency/ies or other body/ies (hereinafter «entity/ies») transferring the personal data, as listed in Annex I.A. (hereinafter each «data exporter»), and
(ii) The entity/ies in a third country receiving the personal data from the data exporter, directly or indirectly via another entity also Party to these Clauses, as listed in Annex I.A. (hereinafter each «data importer»)

(d) These Clauses apply with respect to the transfer of personal data as specified in Annex I.B.

(e) The Appendix to these Clauses containing the Annexes referred to therein forms an integral part of these Сlauses

Clause 2

Effect and invariability of the Clauses

(a) These Clauses set out appropriate safeguards, including enforceable data subject rights and effective legal remedies, pursuant to Article 46(1) and Article 46 (2)© of Regulation (EU) 2016/679 and, with respect to data transfers from controllers to processors and/or processors to processors, standard contractual clauses pursuant to Article 28(7) of Regulation (EU) 2016/679, provided they are not modified, except to select the appropriate Module(s) or to add or update information in the Appendix. This does not prevent the Parties from including the standard contractual clauses laid down in these Clauses in a wider contract and/or to add other clauses or additional safeguards, provided that they do not contradict, directly or indirectly, these Clauses or prejudice the fundamental rights or freedoms of data subjects.

(b) These Clauses are without prejudice to obligations to which the data exporter is subject by virtue of Regulation (EU) 2016/679.

Clause 3

Third-party beneficiaries

(a) Data subjects may invoke and enforce these Clauses, as third-party beneficiaries, against the data exporter and/or data importer, with the following exceptions:

(i) Clause 1, Clause 2, Clause 3, Clause 6, Clause 7;
(ii) Clause 8 — Clause 8.1(b), 8.9(a), ©, (d) and (e);
(iii) Clause 9 — Clause 9(a), ©, (d) and (e);
(iv) Clause 12 — Clause 12(a), (d) and (f);
(v) Clause 13;
(vi) Clause 15.1©, (d) and (e);
(vii) Clause 16 (e);
(viii) Clause 18 — Clause 18(a) and (b).

(b) Paragraph (a) is without prejudice to rights of data subjects under Regulation (EU) 2016/679.

Clause 4

Interpretation

(a) Where these Clauses use terms that are defined in Regulation (EU) 2016/679, those terms shall have the same meaning as in that Regulation.

(b) These Clauses shall be read and interpreted in the light of the provisions of Regulation (EU) 2016/679.

(c) These Clauses shall not be interpreted in a way that conflicts with rights and obligations provided for in Regulation (EU) 2016/679.

Clause 5

Hierarchy

In the event of a contradiction between these Clauses and the provisions of related agreements between the Parties, existing at the time these Clauses are agreed or entered into thereafter, these Clauses shall prevail.

Clause 6

Description of the transfer(s)

The details of the transfer(s), and in particular the categories of personal data that are transferred and the purpose(s) for which they are transferred, are specified in Annex I.B.

Clause 7 — Optional

Docking clause

(a) An entity that is not a Party to these Clauses may, with the agreement of the Parties, accede to these Clauses at any time, either as a data exporter or as a data importer, by completing the Appendix and signing Annex I.A.

(b) Once it has completed the Appendix and signed Annex I.A, the acceding entity shall become a Party to these Clauses and have the rights and obligations of a data exporter or data importer in accordance with its designation in Annex I.A.

(c) The acceding entity shall have no rights or obligations arising under these Clauses from the period prior to becoming a Party.

SECTION II

OBLIGATIONS OF THE PARTIES

Clause 8

Data protection safeguards

The data exporter warrants that it has used reasonable efforts to determine that the data importer is able, through the implementation of appropriate technical and organisational measures, to satisfy its obligations under these Clauses.

8.1. Instructions

(a) The data importer shall process the personal data only on documented instructions from the data exporter. The data exporter may give such instructions throughout the duration of the contract.

(b) The data importer shall immediately inform the data exporter if it is unable to follow those instructions.

8.2. Purpose limitation

The data importer shall process the personal data only for the specific purpose(s) of the transfer, as set out in Annex I.B, unless on further instructions from the data exporter.

8.3. Transparency

On request, the data exporter shall make a copy of these Clauses, including the Appendix as completed by the Parties, available to the data subject free of charge. To the extent necessary to protect business secrets or other confidential information, including the measures described in Annex II and personal data, the data exporter may redact part of the text of the Appendix to these Clauses prior to sharing a copy, but shall provide a meaningful summary where the data subject would otherwise not be able to understand the its content or exercise his/her rights. On request, the Parties shall provide the data subject with the reasons for the redactions, to the extent possible without revealing the redacted information. This Clause is without prejudice to the obligations of the data exporter under Articles 13 and 14 of Regulation (EU) 2016/679.

8.4. Accuracy

If the data importer becomes aware that the personal data it has received is inaccurate, or has become outdated, it shall inform the data exporter without undue delay. In this case, the data importer shall cooperate with the data exporter to erase or rectify the data.

8.5. Duration of processing and erasure or return of data

Processing by the data importer shall only take place for the duration specified in Annex I.B. After the end of the provision of the processing services, the data importer shall, at the choice of the data exporter, delete all personal data processed on behalf of the data exporter and certify to the data exporter that it has done so, or return to the data exporter all personal data processed on its behalf and delete existing copies. Until the data is deleted or returned, the data importer shall continue to ensure compliance with these Clauses. In case of local laws applicable to the data importer that prohibit return or deletion of the personal data, the data importer warrants that it will continue to ensure compliance with these Clauses and will only process it to the extent and for as long as required under that local law. This is without prejudice to Clause 14, in particular the requirement for the data importer under Clause 14(e) to notify the data exporter throughout the duration of the contract if it has reason to believe that it is or has become subject to laws or practices not in line with the requirements under Clause 14(a).

8.6. Security of processing

(a) The data importer and, during transmission, also the data exporter shall implement appropriate technical and organisational measures to ensure the security of the data, including protection against a breach of security leading to accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access to that data (hereinafter ‘personal data breach’). In assessing the appropriate level of security, the Parties shall take due account of the state of the art, the costs of implementation, the nature, scope, context and purpose(s) of processing and the risks involved in the processing for the data subjects. The Parties shall in particular consider having recourse to encryption or pseudonymisation, including during transmission, where the purpose of processing can be fulfilled in that manner. In case of pseudonymisation, the additional information for attributing the personal data to a specific data subject shall, where possible, remain under the exclusive control of the data exporter. In complying with its obligations under this paragraph, the data importer shall at least implement the technical and organisational measures specified in Annex II. The data importer shall carry out regular checks to ensure that these measures continue to provide an appropriate level of security.

(b) The data importer shall grant access to the personal data to members of its personnel only to the extent strictly necessary for the implementation, management and monitoring of the contract. It shall ensure that persons authorised to process the personal data have committed themselves to confidentiality or are under an appropriate statutory obligation of confidentiality.

(c) In the event of a personal data breach concerning personal data processed by the data importer under these Clauses, the data importer shall take appropriate measures to address the breach, including measures to mitigate its adverse effects. The data importer shall also notify the data exporter without undue delay after having become aware of the breach. Such notification shall contain the details of a contact point where more information can be obtained, a description of the nature of the breach (including, where possible, categories and approximate number of data subjects and personal data records concerned), its likely consequences and the measures taken or proposed to address the breach including, where appropriate, measures to mitigate its possible adverse effects. Where, and in so far as, it is not possible to provide all information at the same time, the initial notification shall contain the information then available and further information shall, as it becomes available, subsequently be provided without undue delay.

(d) The data importer shall cooperate with and assist the data exporter to enable the data exporter to comply with its obligations under Regulation (EU) 2016/679, in particular to notify the competent supervisory authority and the affected data subjects, taking into account the nature of processing and the information available to the data importer.

8.7. Sensitive data

Where the transfer involves personal data revealing racial or ethnic origin, political opinions, religious or philosophical beliefs, or trade union membership, genetic data, or biometric data for the purpose of uniquely identifying a natural person, data concerning health or a person’s sex life or sexual orientation, or data relating to criminal convictions and offences (hereinafter ‘sensitive data’), the data importer shall apply the specific restrictions and/or additional safeguards described in Annex I.B.

8.8. Onward transfers

The data importer shall only disclose the personal data to a third party on documented instructions from the data exporter. In addition, the data may only be disclosed to a third party located outside the European Union (in the same country as the data importer or in another third country, hereinafter ‘onward transfer’) if the third party is or agrees to be bound by these Clauses, under the appropriate Module, or if:

(i) the onward transfer is to a country benefitting from an adequacy decision pursuant to Article 45 of Regulation (EU) 2016/679 that covers the onward transfer;
(ii) the third party otherwise ensures appropriate safeguards pursuant to Articles 46 or 47 Regulation of (EU) 2016/679 with respect to the processing in question;
(iii) the onward transfer is necessary for the establishment, exercise or defence of legal claims in the context of specific administrative, regulatory or judicial proceedings; or
(iv) the onward transfer is necessary in order to protect the vital interests of the data subject or of another natural person.

Any onward transfer is subject to compliance by the data importer with all the other safeguards under these Clauses, in particular purpose limitation.

8.9. Documentation and compliance

(a) The data importer shall promptly and adequately deal with enquiries from the data exporter that relate to the processing under these Clauses.

(b) The Parties shall be able to demonstrate compliance with these Clauses. In particular, the data importer shall keep appropriate documentation on the processing activities carried out on behalf of the data exporter.

(c) The data importer shall make available to the data exporter all information necessary to demonstrate compliance with the obligations set out in these Clauses and at the data exporter’s request, allow for and contribute to audits of the processing activities covered by these Clauses, at reasonable intervals or if there are indications of non-compliance. In deciding on a review or audit, the data exporter may take into account relevant certifications held by the data importer.

(d) The data exporter may choose to conduct the audit by itself or mandate an independent auditor. Audits may include inspections at the premises or physical facilities of the data importer and shall, where appropriate, be carried out with reasonable notice.

(e) The Parties shall make the information referred to in paragraphs (b) and ©, including the results of any audits, available to the competent supervisory authority on request.

Clause 9

Use of sub-processors

(a) GENERAL WRITTEN AUTHORISATION. The data importer has the data exporter’s general authorisation for the engagement of sub-processor(s) from an agreed list. The data importer shall specifically inform the data exporter in writing of any intended changes to that list through the addition or replacement of sub-processors at least 5 working days in advance, thereby giving the data exporter sufficient time to be able to object to such changes prior to the engagement of the sub-processor(s). The data importer shall provide the data exporter with the information necessary to enable the data exporter to exercise its right to object.

(b) Where the data importer engages a sub-processor to carry out specific processing activities (on behalf of the data exporter), it shall do so by way of a written contract that provides for, in substance, the same data protection obligations as those binding the data importer under these Clauses, including in terms of third-party beneficiary rights for data subjects. The Parties agree that, by complying with this Clause, the data importer fulfils its obligations under Clause 8.8. The data importer shall ensure that the sub-processor complies with the obligations to which the data importer is subject pursuant to these Clauses.

(c) The data importer shall provide, at the data exporter’s request, a copy of such a sub-processor agreement and any subsequent amendments to the data exporter. To the extent necessary to protect business secrets or other confidential information, including personal data, the data importer may redact the text of the agreement prior to sharing a copy.

(d) The data importer shall remain fully responsible to the data exporter for the performance of the sub-processor’s obligations under its contract with the data importer. The data importer shall notify the data exporter of any failure by the sub-processor to fulfil its obligations under that contract.

(e) The data importer shall agree a third-party beneficiary clause with the sub-processor whereby — in the event the data importer has factually disappeared, ceased to exist in law or has become insolvent — the data exporter shall have the right to terminate the sub-processor contract and to instruct the sub-processor to erase or return the personal data.

Clause 10

Data subject rights

(a) The data importer shall promptly notify the data exporter of any request it has received from a data subject. It shall not respond to that request itself unless it has been authorised to do so by the data exporter.

(b) The data importer shall assist the data exporter in fulfilling its obligations to respond to data subjects’ requests for the exercise of their rights under Regulation (EU) 2016/679. In this regard, the Parties shall set out in Annex II the appropriate technical and organisational measures, taking into account the nature of the processing, by which the assistance shall be provided, as well as the scope and the extent of the assistance required.

(c) In fulfilling its obligations under paragraphs (a) and (b), the data importer shall comply with the instructions from the data exporter.

Clause 11

Redress

(a) The data importer shall inform data subjects in a transparent and easily accessible format, through individual notice or on its website, of a contact point authorised to handle complaints. It shall deal promptly with any complaints it receives from a data subject.

The data importer agrees that data subjects may also lodge a complaint with an independent dispute resolution body at no cost to the data subject. It shall inform the data subjects, in the manner set out in paragraph (a), of such redress mechanism and that they are not required to use it, or follow a particular sequence in seeking redress.

(b) In case of a dispute between a data subject and one of the Parties as regards compliance with these Clauses, that Party shall use its best efforts to resolve the issue amicably in a timely fashion. The Parties shall keep each other informed about such disputes and, where appropriate, cooperate in resolving them.

(c) Where the data subject invokes a third-party beneficiary right pursuant to Clause 3, the data importer shall accept the decision of the data subject to:

(i) lodge a complaint with the supervisory authority in the Member State of his/her habitual residence or place of work, or the competent supervisory authority pursuant to Clause 13;
(ii) refer the dispute to the competent courts within the meaning of Clause 18.

(d) The Parties accept that the data subject may be represented by a not-for-profit body, organisation or association under the conditions set out in Article 80(1) of Regulation (EU) 2016/679.

(e) The data importer shall abide by a decision that is binding under the applicable EU or Member State law.

(f) The data importer agrees that the choice made by the data subject will not prejudice his/her substantive and procedural rights to seek remedies in accordance with applicable laws.

Clause 12

Liability

(a) Each Party shall be liable to the other Party/ies for any damages it causes the other Party/ies by any breach of these Clauses.

(b) The data importer shall be liable to the data subject, and the data subject shall be entitled to receive compensation, for any material or non-material damages the data importer or its sub-processor causes the data subject by breaching the third-party beneficiary rights under these Clauses.

(c) Notwithstanding paragraph (b), the data exporter shall be liable to the data subject, and the data subject shall be entitled to receive compensation, for any material or non-material damages the data exporter or the data importer (or its sub-processor) causes the data subject by breaching the third-party beneficiary rights under these Clauses. This is without prejudice to the liability of the data exporter and, where the data exporter is a processor acting on behalf of a controller, to the liability of the controller under Regulation (EU) 2016/679 or Regulation (EU) 2018/1725, as applicable.

(d) The Parties agree that if the data exporter is held liable under paragraph © for damages caused by the data importer (or its sub-processor), it shall be entitled to claim back from the data importer that part of the compensation corresponding to the data importer’s responsibility for the damage.

(e) Where more than one Party is responsible for any damage caused to the data subject as a result of a breach of these Clauses, all responsible Parties shall be jointly and severally liable and the data subject is entitled to bring an action in court against any of these Parties.

(f) The Parties agree that if one Party is held liable under paragraph (e), it shall be entitled to claim back from the other Party/ies that part of the compensation corresponding to its/their responsibility for the damage.

(g) The data importer may not invoke the conduct of a sub-processor to avoid its own liability.

Clause 13

Supervision

(a) The supervisory authority with responsibility for ensuring compliance by the data exporter with Regulation (EU) 2016/679 as regards the data transfer, as indicated in Annex I.C, shall act as competent supervisory authority.

(1) The supervisory authority of the Member State in which the representative within the meaning of Article 27(1) of Regulation (EU) 2016/679 is established, as indicated in Annex I.C, shall act as competent supervisory authority, or (2) the supervisory authority of one of the Member States in which the data subjects whose personal data is transferred under these Clauses in relation to the offering of goods or services to them, or whose behaviour is monitored, are located, as indicated in Annex I.C, shall act as competent supervisory authority, whichever is applicable.

SECTION III

LOCAL LAWS AND OBLIGATIONS IN CASE OF ACCESS BY PUBLIC AUTHORITIES

Clause 14

Local laws and practices affecting compliance with the Clauses

(a) The Parties warrant that they have no reason to believe that the laws and practices in the third country of destination applicable to the processing of the personal data by the data importer, including any requirements to disclose personal data or measures authorising access by public authorities, prevent the data importer from fulfilling its obligations under these Clauses. This is based on the understanding that laws and practices that respect the essence of the fundamental rights and freedoms and do not exceed what is necessary and proportionate in a democratic society to safeguard one of the objectives listed in Article 23(1) of Regulation (EU) 2016/679, are not in contradiction with these Clauses.

(b) The Parties declare that in providing the warranty in paragraph (a), they have taken due account in particular of the following elements:

(i) the specific circumstances of the transfer, including the length of the processing chain, the number of actors involved and the transmission channels used; intended onward transfers; the type of recipient; the purpose of processing; the categories and format of the transferred personal data; the economic sector in which the transfer occurs; the storage location of the data transferred;
(ii) the laws and practices of the third country of destination— including those requiring the disclosure of data to public authorities or authorising access by such authorities — relevant in light of the specific circumstances of the transfer, and the applicable limitations and safeguards;
(iii) any relevant contractual, technical or organisational safeguards put in place to supplement the safeguards under these Clauses, including measures applied during transmission and to the processing of the personal data in the country of destination.

(c) The data importer warrants that, in carrying out the assessment under paragraph (b), it has made its best efforts to provide the data exporter with relevant information and agrees that it will continue to cooperate with the data exporter in ensuring compliance with these Clauses.

(d) The Parties agree to document the assessment under paragraph (b) and make it available to the competent supervisory authority on request.

(e) The data importer agrees to notify the data exporter promptly if, after having agreed to these Clauses and for the duration of the contract, it has reason to believe that it is or has become subject to laws or practices not in line with the requirements under paragraph (a), including following a change in the laws of the third country or a measure (such as a disclosure request) indicating an application of such laws in practice that is not in line with the requirements in paragraph (a).

(f) Following a notification pursuant to paragraph (e), or if the data exporter otherwise has reason to believe that the data importer can no longer fulfil its obligations under these Clauses, the data exporter shall promptly identify appropriate measures (e.g. technical or organisational measures to ensure security and confidentiality) to be adopted by the data exporter and/or data importer to address the situation.The data exporter shall suspend the data transfer if it considers that no appropriate safeguards for such transfer can be ensured, or if instructed by the competent supervisory authority to do so. In this case, the data exporter shall be entitled to terminate the contract, insofar as it concerns the processing of personal data under these Clauses. If the contract involves more than two Parties, the data exporter may exercise this right to termination only with respect to the relevant Party, unless the Parties have agreed otherwise. Where the contract is terminated pursuant to this Clause, Clause 16(d) and (e) shall apply.

Clause 15

Obligations of the data importer in case of access by public authorities

15.1 Notification

(a) The data importer agrees to notify the data exporter and, where possible, the data subject promptly (if necessary with the help of the data exporter) if it:

(i) receives a legally binding request from a public authority, including judicial authorities, under the laws of the country of destination for the disclosure of personal data transferred pursuant to these Clauses; such notification shall include information about the personal data requested, the requesting authority, the legal basis for the request and the response provided; or
(ii) becomes aware of any direct access by public authorities to personal data transferred pursuant to these Clauses in accordance with the laws of the country of destination; such notification shall include all information available to the importer.

(b) If the data importer is prohibited from notifying the data exporter and/or the data subject under the laws of the country of destination, the data importer agrees to use its best efforts to obtain a waiver of the prohibition, with a view to communicating as much information as possible, as soon as possible. The data importer agrees to document its best efforts in order to be able to demonstrate them on request of the data exporter.

(c) Where permissible under the laws of the country of destination, the data importer agrees to provide the data exporter, at regular intervals for the duration of the contract, with as much relevant information as possible on the requests received (in particular, number of requests, type of data requested, requesting authority/ies, whether requests have been challenged and the outcome of such challenges, etc.).

(d) The data importer agrees to preserve the information pursuant to paragraphs (a) to © for the duration of the contract and make it available to the competent supervisory authority on request.

(e) Paragraphs (a) to © are without prejudice to the obligation of the data importer pursuant to Clause 14(e) and Clause 16 to inform the data exporter promptly where it is unable to comply with these Clauses

(f) Contractor has the right to amend Data processing agreement to the Master service agreement from time to time to reflect changes in the services or business processes, for legal, regulatory, or security reasons. Before the changes become legally binding, the Contractor shall provide Customer with 10 days advance notice. If Customer doesn’t agree to the new terms, Customer can terminate the Agreement by providing 1 day advance notice of termination within the aforementioned 10 days. If Customer fails to provide notice of termination within the aforementioned 10 days, the changes are considered effective.

15.2 Review of legality and data minimisation

(a) The data importer agrees to review the legality of the request for disclosure, in particular whether it remains within the powers granted to the requesting public authority, and to challenge the request if, after careful assessment, it concludes that there are reasonable grounds to consider that the request is unlawful under the laws of the country of destination, applicable obligations under international law and principles of international comity. The data importer shall, under the same conditions, pursue possibilities of appeal. When challenging a request, the data importer shall seek interim measures with a view to suspending the effects of the request until the competent judicial authority has decided on its merits. It shall not disclose the personal data requested until required to do so under the applicable procedural rules. These requirements are without prejudice to the obligations of the data importer under Clause 14(e).

(b) The data importer agrees to document its legal assessment and any challenge to the request for disclosure and, to the extent permissible under the laws of the country of destination, make the documentation available to the data exporter. It shall also make it available to the competent supervisory authority on request.

(c) The data importer agrees to provide the minimum amount of information permissible when responding to a request for disclosure, based on a reasonable interpretation of the request.

SECTION IV

FINAL PROVISIONS

Clause 16

Non-compliance with the Clauses and termination

(a) The data importer shall promptly inform the data exporter if it is unable to comply with these Clauses, for whatever reason.

(b) In the event that the data importer is in breach of these Clauses or unable to comply with these Clauses, the data exporter shall suspend the transfer of personal data to the data importer until compliance is again ensured or the contract is terminated. This is without prejudice to Clause 14(f).

(c) The data exporter shall be entitled to terminate the contract, insofar as it concerns the processing of personal data under these Clauses, where:

(i) the data exporter has suspended the transfer of personal data to the data importer pursuant to paragraph (b) and compliance with these Clauses is not restored within a reasonable time and in any event within one month of suspension;
(ii) the data importer is in substantial or persistent breach of these Clauses; or
(iii) the data importer fails to comply with a binding decision of a competent court or supervisory authority regarding its obligations under these Clauses.

In these cases, it shall inform the competent supervisory authority of such non-compliance. Where the contract involves more than two Parties, the data exporter may exercise this right to termination only with respect to the relevant Party, unless the Parties have agreed otherwise.

(d) Personal data that has been transferred prior to the termination of the contract pursuant to paragraph © shall at the choice of the data exporter immediately be returned to the data exporter or deleted in its entirety. The same shall apply to any copies of the data. The data importer shall certify the deletion of the data to the data exporter. Until the data is deleted or returned, the data importer shall continue to ensure compliance with these Clauses. In case of local laws applicable to the data importer that prohibit the return or deletion of the transferred personal data, the data importer warrants that it will continue to ensure compliance with these Clauses and will only process the data to the extent and for as long as required under that local law.

(e) Either Party may revoke its agreement to be bound by these Clauses where (i) the European Commission adopts a decision pursuant to Article 45(3) of Regulation (EU) 2016/679 that covers the transfer of personal data to which these Clauses apply; or (ii) Regulation (EU) 2016/679 becomes part of the legal framework of the country to which the personal data is transferred. This is without prejudice to other obligations applying to the processing in question under Regulation (EU) 2016/679.

Clause 17

Governing law

These Clauses shall be governed by the law of one of the EU Member States, provided such law allows for third-party beneficiary rights. The Parties agree that this shall be the law of Cyprus.

Clause 18

Choice of forum and jurisdiction

Any dispute arising from these Clauses shall be resolved by the courts of an EU Member State.

(a) The Parties agree that those shall be the courts of Cyprus.

(b) A data subject may also bring legal proceedings against the data exporter and/or data importer before the courts of the Member State in which he/she has his/her habitual residence.

APPENDIX

EXPLANATORY NOTE

It must be possible to clearly distinguish the information applicable to each transfer or category of transfers and, in this regard, to determine the respective role(s) of the Parties as data exporter(s) and/or data importer(s). This does not necessarily require completing and signing separate appendices for each transfer/category of transfers and/or contractual relationship, where this transparency can be achieved through one appendix. However, where necessary to ensure sufficient clarity, separate appendices should be used.

ANNEX I

A. LIST OF PARTIESLIST OF PARTIES

1. Data exporter(s):

Name: Customer data as filled in Engagement letter

Address: Customer data as filled in Engagement letter

Contact person’s name, position and contact details: Customer data as filled in Engagement letter

Activities relevant to the data transferred under these Clauses: Processings indicated in part B of Annex I

Date: the effective date as set out in Engagement letter

Role (controller/processor): controller

2. Data importer(s):

Name: Mindbox data as filled in Engagement letter

Address: Mindbox data as filled in Engagement letter

Contact person’s name, position and contact details: Mindbox data as filled in Engagement letter

Activities relevant to the data transferred under these Clauses: Processing of data on behalf of data exporter as indicated in part B of Annex I

Date: the effective date as set out in Engagement letter

Role (controller/processor): processor

B. DESCRIPTION OF TRANSFER

The frequency of the transfer (e.g. whether the data is transferred on a one-off or continuous basis).

The data is transferred on a continuous basis. It is deleted in 30 days after the termination of the contract between the Contractor and its Customer plus 6 months after deleting of data before the removal of backup.

I. Processings of controller’s customers’ data

Duration of the processing

Maestra CDP

1. PURPOSE: Creating a client (customer) profile in CDP

Categories of personal data processed

Maestra ID (customer)
Name
Email
Phone number
IP address
Gender
Date of birth
Type of device and its display resolution
Additional info (from the comments field)
Extra fields added by customer
Browser type and version
GEO (country or town)
Registration date

Nature of the processing

Registration of customer’s project in the Maestra system.

Subprocessors, subject matter, nature and duration of their processing

The data are stored on the servers of Microsoft and Leaseweb Deutschland GmbH, Amazon Web Service, within the EU. It is deleted in accordance with the storage period identified for this processing. The access to the data can also have Mindbox Group of Companies, including Mindbox AM LLC (Armenia), Mindbox KZ LLP (Kazakhstan), to perform technical operations on data processing.

2. PURPOSE: To merge profiles of the same people

Categories of personal data processed

Email
Phone number
App ID
Web ID
Order number
Bank card hash
Maestra ID (customer)

Nature of the processing

When there are more than 1 account of the same person, the data contained in those accounts is merged and presented for the controller as the data of one user.

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

3. PURPOSE: Saving the history of customer’s actions on customer’s website, interactions with mailing lists etc. (actions)

Categories of personal data processed

What pages are opened
Which buttons are clicked
Whether the emails have been read (opening rate)
Orders history
Product list interactions
Information about the loyalty program
Maestra ID (customer)
Information about the lead form where the request was left
Whether the customer is logged in to the site
Loyalty card activation
Bonuses accrual
Product categories browsing history
Product browsing history
Subscription status
Other actions

Nature of the processing

Actions of the controller’s customer are transferred to Maestra system to configure marketing campaigns more efficiently

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

4. PURPOSE: CDP segmentation (by behavior, purchases, and other personal data)

Categories of personal data processed

Segment
Maestra ID (customer)
Phone number
IP address
Gender
Date of birth
What pages are opened
Which buttons are clicked
Whether the emails have been read (opening rate)
Orders history
Product lists
Information about the loyalty program
Whether the customer is logged in to the site
Loyalty card activation
Bonuses accrual
Viewing product categories
Viewing product
Subscription status
Other actions
DeviceUUID

Nature of the processing

Adding customer to a particular segment based on parameters, defied by the controller.

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

5. PURPOSE: Building communication workflows

Categories of personal data processed

Behavioral trigger
Maestra ID (customer)

Nature of the processing

Controller indicates, which action should Maestra perform with regard to its customers based on different parameters.

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

6. PURPOSE: Retention marketing

Categories of personal data processed

Name
Phone number
Email
Orders history
Order amount

Nature of the processing

Conditions for retention marketing are defined by the controller. Maestra interacts with its customers in accordance with prescribed scenarios.

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

7. PURPOSE: Targeting by personal data and behavior on the sit

Categories of personal data processed

Segment
Maestra ID (customer)
Phone number
IP address
Sex
Age
What pages are opened
Which buttons are clicked
Whether the emails have been read (opening rate)
Orders history
Product lists
Information about the loyalty program
Other actions

Nature of the processing

Maestra analyses customers’ behavior on the website of controller. Based on the obtained analytics, controller defines further marketing activities for particular behavior pattern.

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

Maestra product recommendations. Best Sending Time

8. PURPOSE: Automated email sending at the best possible time (Machine learning driven algorithm)

Categories of personal data processed

Email
Automatically generated time of sending

Nature of the processing

The system defines which time of newsletter sending is more appropriate for a particular customer and sends the message.

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

9. PURPOSE: Determine the best time to send

Categories of personal data processed

Average Open rate
Average Click rate
Name
Surname
Maestra ID (customer)
Distribution of the most appropriate time to send messages by days
History of client’s interaction with products, newsletters, etc.
Email
Phone number
Brand
Contact point
Region

Nature of the processing

This algorithm automatically determines the best campaign sending time for each customer

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

Maestra campaign modules

Maestra Email

10. PURPOSE: Email campaigns

Categories of personal data processed

Segment
Email
Subscription status
Behavioral trigger
Order/delivery status
Name
Date of birth

Nature of the processing

Bulk, automated and transactional email campaigns via Maestra interface. Includes an ESP with unlimited messages.

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

Maestra SMS

11. PURPOSE: SMS campaigns

Categories of personal data processed

Segment
Phone number
Subscription status

Nature of the processing

Bulk, automated and transactional SMS campaigns.

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

Maestra Mobile push and web push campaigns

12. PURPOSE: Mobile push notification campaigns

Categories of personal data processed

Segment
Subscription status
Filter indicated by the customer
Clicks on the push
Sender ID
ID of the project in the firebase
Secret key
Tracker (configuration of parameters of service worker and firebase)
Device settings concerning sending mobile pushes

Nature of the processing

Bulk, automated, and transactional campaigns sent via mobile push notifications.

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

When the Customer sends mobile push notifications, the notifications will be delivered to Android phone users through Firebase Cloud Messaging, provided by Google LLC (USA), to iPhone users through Apple Push Notifications, provided by Apple Inc., to Huawei users through Push Kit operated by Huawei Technologies Co. Ltd. (China).

13. PURPOSE: Sending web pushes

Categories of personal data processed

Segment
Subscription status
Filter indicated by the customer
Clicks on the push
Whether the browser allows to send push
Token (if the browser allows to send push)
Sender ID, ID of the project in the firebase
Secret key
Tracker (configuration of parameters of service worker and firebase)

Nature of the processing

Based on the parameters indicated by the controllers and the matching behavior of its customers, customers will receive push notifications in their web browsers.

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

To send web pushes our service uses Firebase Cloud Messaging, provided by Google LLC (USA).

Maestra Website Personalization

14. PURPOSE: Customization of popups, banners, embeddings and widgets

Categories of personal data processed

Segment
Email
Name
Subscription status
UTM-tags
URL from which new lead was obtained
Domen
City
City ID
Date and time of creation
Number of purchases
Orders history
History of client’s interaction with products, newsletters, etc.
Time spent on the website
Bonuses accrual
Phone number
Promocode
History of website visits
Type of device and its display resolution
Commentaries left in the form
Items in the shopping bag
Traffic source for the visitor
Actions on the website page

Nature of the processing

Based on the parameters indicated by the controllers and the matching behavior of its customers, customers will see personalized content on websites and mobile applications.

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

Maestra Ad Optimization

15. PURPOSE: Integration with advertising tools

Categories of personal data processed

Customer’s database
Segment
Email
Phone number
Sex
Date of birth
Surname
Name
Region
City
Index

Nature of the processing

Customer may choose to integrate the system with advertising tools (e.g, Facebook Pixel) and merge data obtained by the tools with data stored in Maestra.

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

Operated by Albato Limited (EU). The data are stored by Albato Limited at Amazon Web Services (USA).

Particular advertising tool is chosen by the controller (customer).

16. PURPOSE: Collection of contacts from lead forms

Categories of personal data processed

Name
Company name
Email
Phone number
Information about the lead form where the request was left

Nature of the processing

The lead forms are posted in social media by the means of Albato tool. When user responses to the form, history of interaction with it is send to Maestra.

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

Operated by Albato Limited (EU). The data are stored by Albato Limited at Amazon Web Services (USA).

17. PURPOSE: Setting up audiences for advertising tools

Categories of personal data processed

Segment
Customer’s database

Nature of the processing

Defining characteristics (segments) for further marketing via advertising tools

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

Operated by Albato Limited (EU). The data are stored by Albato Limited at Amazon Web Services (USA).

Particular advertising tool is chosen by the controller (customer).

Maestra standard integrations

18. PURPOSE: Integration with third-party services for data collection/accumulation (CMS, CRM, ERP, Cashiers, BI, App, Wallet. Open API)

Categories of personal data processed

Customer’s database

Nature of the processing

Customer can upload it database and integrate its databases from other services for data collection with Maestra.

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

Maestra Loyalty and Promotion engine

19. PURPOSE: Setting up loyalty programs

Categories of personal data processed

Maestra ID (customer)
Information about the loyalty program

Nature of the processing

Controller adds its customers to loyalty programs. Maestra provides data on the history of interaction with customers

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

Maestra CDP: analytics and reports

20. PURPOSE: Uploading data to the system from CSV files or via API

Categories of personal data processed

Customer’s database

Nature of the processing

Customer can upload its database in CSV format or via API and merge it with data in Maestra system.

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

21. PURPOSE: Advertising campaign analytics and report generation (conversion, advertising effectiveness measurement)

Categories of personal data processed

What pages are opened
Which buttons are clicked
Whether the emails have been read (opening rate)

Nature of the processing

Customer may generate report with aggregated statistics on the conversion and advertising effectiveness.

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

22. PURPOSE: Generating reports on newsletters

Categories of personal data processed

Clicks on the newsletter
Openings of the newsletter
Name of the newsletter
Newsletter campaign
Newsletter channel
Newsletter type
Tag
Brand
Conversions
Unsubscribtions
Revenue
Orders

Nature of the processing

Analysis of data on newsletters’ views, openings, etc. and reports generation.

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

23. PURPOSE: Generating reports on customers

Categories of personal data processed

Subscription status
Brand
Date of subscription
Whether customer’s client is registered on the chosen channel
Average Open rate
Average Click rate
Orders history
Age, Sex
Region
Segment
Viewing product
Viewing product categories
Information about the loyalty program

Nature of the processing

Generation of reports on particular actions/characteristics.

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

24. PURPOSE: Generating a report on billing actions

Categories of personal data processed

Customer’s database

Nature of the processing

View of billing metrics to verify the correctness of the invoice. The report uses key indicators such as the number of personal and customer actions, transitions between recalculated and static segments.

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

25. PURPOSE: Integration of Maestra system with testing environment

Categories of personal data processed

Nature of the processing

Customer may simplify integration with Maestra by integrating it with testing environment.

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

Maestra product recommendations

26. PURPOSE: Finding Look-A-like audiences in relation to the products they buy

Categories of personal data processed

Behaviour of similar clients
History of client’s interaction with products, newsletters, etc.

Nature of the processing

Search of people with similar interests and other characteristics.

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

II. Processings of controller’s customers’ and anonymous customers’ data

Maestra Next Best Action algorithm

1. PURPOSE: Build a scenario of recommendations for products

Categories of personal data processed

Orders history
Viewing product
Viewing product categories
Actions with client’s lists
Behaviour of similar clients
Client’s actions with product categories
Product recommendations
History of client’s interaction with productsnewsletters, etc.
Region
Web ID
Maestra ID (customer)

Nature of the processing

Controller indicates, which product to recommend based on customers’ behaviour.

Subprocessors, subject matter, nature and duration of the processing

The data are stored on the servers of Microsoft Corporation LLC and Leaseweb Deutschland GmbH, Amazon Web Service, within the EU. It is deleted in accordance with the storage period identified for this processing. The access to the data can also have Mindbox Group of Companies, including Mindbox AM LLC (Armenia), Mindbox KZ LLP (Kazakhstan), to perform technical operations on data processing.

2. PURPOSE: Generate the next offer

Categories of personal data processed

Orders history
Viewing product
Viewing product categories
Actions with client’s lists
Behaviour of similar clients
Client’s actions with product categories
The list of clients most likely to buy products (tomorrow)
Product recommendations
History of client’s interaction with products, newsletters, etc.
Region
Web ID
Maestra ID (customer)

Nature of the processing

The algorithm defines next marketing offer for a customer based on their behavior.

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

3. PURPOSE: Creating a look-a-like for a loyal audience

Categories of personal data processed

Segment
Information about the loyalty program

Nature of the processing

Search of potential customers by identifying common characteristics of customers subscribed to loyalty programs.

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

III. Processings of controller’s admin and authorized users’ data

Maestra Customer account & billing

1. PURPOSE: Creating an employee account in the system

Categories of personal data processed

Login
Password
Internal ID (employee)

Nature of the processing

The registration of customer’s profile in Maestra system. The customer manages marketing activities and interaction with its customers using this profile.

Subprocessors, subject matter, nature and duration of the processing

2. PURPOSE: Access distribution for customer’s employees

Categories of personal data processed

Email
Login
Access level
Internal ID (employee)

Nature of the processing

Customer may hide personal data from its certain employees.

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

3. PURPOSE: Logging customer logins and employee actions

Categories of personal data processed

Login
Password
Phone number
Internal ID (employee)

Nature of the processing

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

4. PURPOSE: Authorization of user

Categories of personal data processed

Login
Password
Phone number
Internal ID (employee)

Nature of the processing

Subprocessors, subject matter, nature and duration of the processing

The same as described for purpose 1 above.

C. COMPETENT SUPERVISORY AUTHORITY

To be filled in by the Customer

ANNEX II

TECHNICAL AND ORGANISATIONAL MEASURES INCLUDING TECHNICAL AND ORGANISATIONAL MEASURES TO ENSURE THE SECURITY OF THE DATA

Access control policy is implemented
Employee training on data protection and information security
Monitoring the composition of hardware software and information security tools
Rules for using email and spam protection
Information security risk analysis is conducted annually
Information security policy is implemented
Differentiation of access rights
A registry of information assets is maintained
Inventory of information assets is carried out annually
Risk management policy
Areas of responsibility for information security are defined and distributed
Information security provisions are included in contracts with counterparties
MDM tool combined with anti-virus software and enforced updates
NDAs with employees are signed
Employees have access to the training material on information security
NDAs with counterparties are signed
When an employee quits, they need to complete the steps concerning infosecurity set out in the checklist (Trello)
System of accounting of hardware in the infrastructure
Confidentiality policy
Used components from data centers are transported by the employees of the Company
Network segmentation
Accounting and reporting of OS on workstations and servers
Security logs from MacOS are collected in Graylog
Data in a product are masked
Protection against brute-force attack while entering password (blocking after 5 failed attempts)
Two-factor authentication
1Password is used to ensure password security
CCTV at the entrance to company’s office
Equipment is sited as recommended by respective manufacturers and security regulations
Clean desk policy
Clean screen policy
Lock screen policy
Protection of computers with Microsoft Defender
Master Data Management tools are implemented
Daily data backup
Additional off-site backup storage shall be in place
Log of Information security incidents
Logging of user workstations is carried out by the built-in means of the OS
Users’ and administrators’ activities in the information system are logging by the built-in tools of the OS and the information system
External web application scanning for vulnerabilities
The network equipment supports the firewall features
Testing of new versions of information systems in an isolated environment
Network management and control is performed by Dlink DFL firewalls
An ACL is configured between VLANs
Rules are set up to filter incoming traffic; all ports are blocked
The recommended data transfer channels are given in the product instruction
App sessions are protected with tokens
Sessions are protected with unique links signed keys sent by email and more
License Agreements are signed with counterparties
Journal of familiarization with the rules of processing personal data for employees
Formalized list of positions allowed to process personal data
External information security audits
Logins and exits to the admin account are logged
Granting accesses are logged
The administrator can differentiate access rules for personnel
The customer can view the actions of a support employee in the action log
Personal data are masked for Maestra employees
Customer can set retention period for storing personal data
Backups of deleted data are stored for 6 months
Customer can set the password expiration date
Customer can choose to mask personal data in the accounts of its particular employees
Data encryption type is chosen by the customer in their account

Annex № 3to the Master Service Agreement

Data Processing Agreement — EEA

STANDARD CONTRACTUAL CLAUSES

Clause 1

Clause 2

Clause 3

Clause 4

Clause 5

Clause 6

Clause 7 — Optional

SECTION II OBLIGATIONS OF THE PARTIES

Clause 8

Clause 9

Clause 10

Clause 11

Clause 12

Clause 13

SECTION III LOCAL LAWS AND OBLIGATIONS IN CASE OF ACCESS BY PUBLIC AUTHORITIES

Clause 14

Clause 15

SECTION IV FINAL PROVISIONS

Clause 16

Clause 17

Clause 18

APPENDIX

ANNEX I

Annex № 3
to the Master Service Agreement

SECTION II

OBLIGATIONS OF THE PARTIES

SECTION III

LOCAL LAWS AND OBLIGATIONS IN CASE OF ACCESS BY PUBLIC AUTHORITIES

SECTION IV

FINAL PROVISIONS