The materials available on this page are for informational purposes only and not for the purpose of providing legal advice. You should contact your attorney to obtain advice with respect to any particular question you may have.

Europe’s new data protection law, the General Data Protection Regulation (GDPR), was adopted on April 27, 2016. After a two-year transition period, it will become enforceable starting on May 25, 2018.

What is GDPR?

GDPR is a regulation by which the European Parliament, the Council of the European Union, and the European Commission intend to strengthen and unify data protection for all individuals within the EU. This requires the following:

  • Appropriate processing of end user personal data, e.g. data that can be used to identify a person or their location, such as their email, IP address, messages, attachments, and more.
  • Implementation of appropriate technical and organizational measures to ensure a level of security appropriate to the risk of processing the data.
  • Compliance with individual rights requests by end users, including allowing users to access data, have their data removed, and receive data in a structured format upon request.
  • Maintain records of all end user personal data accessed within your organization.

What resources does Helpshift offer to help me adhere to GDPR guidelines?

Helpshift offers the following resources to help you adhere to GDPR guidelines:

Data redaction: We’ve implemented a process by which Admins can request to have Issue or user data redacted per GDPR regulations. To get started with this process, see How do I submit a redaction request for Issue or end user data?

Privacy Shield certification: Privacy Shield is a regulatory implementation designed to guarantee that European citizens are adequately protected under EU data protection laws as their data passes in and out of the United States. Helpshift is self-certified with Privacy Shield (click here for details) and will provide the same level of protection required by the Privacy Shield Principles with respect to the processing of Personal Data under the Agreement.. Learn more by reviewing our Privacy Policy.

DPA (Data Processing Addendum): The DPA is supplemental to the Agreement, and sets out the roles and obligations that apply when Helpshift processes personal data which falls within the scope of the GDPR on your behalf, in the course of providing the Helpshift Services.

To request a copy of our DPA, contact us at success@helpshift.com.