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General Data Protection Regulation (GDPR)

Overview

General Data Protection Regulation (GDPR) is a set of data privacy regulations by the European (EU) government and legal entities that want to strengthen data protection for all individuals in the EU. GDPR provides a common set of regulations that strengthen protection of the personal data of EU residents regardless of which companies they do business with.

Requirements include:

  • How consent for data collection and processing must be obtained
  • How data subjects may exercise their rights regarding personal data
  • What must be done to demonstrate that data is processed and secured in accordance with the GDPR

For more detail about the regulations, you can visit the official EU site.

When does this take effect?

The regulations were in effect since May 25, 2018.

Who does this impact?

This impacts Pendo along with most of Pendo’s customers.

Is Pendo a data processor or a data controller?

Pendo is both a data processor and data controller. We process our customer’s customer data and control the data of our customers that log into Pendo. We have certain requirements and liability for both.

Individual Rights

There are 8 data subject rights under GDPR:

  • Right to be Informed
    This right emphasizes transparency to individuals and provides an obligation to provide ‘fair processing information’ while using clear and plain language at the time the customer obtains consent to begin collecting personal data.

  • Right of Access
    This right helps individuals access their personal data so they are aware of and/or verify the lawfulness of the processing.

  • Rights related to Automated Decision Making
    This right provides safeguards to individuals against the risk of a potentially damaging decision to be taken without human intervention.

  • Right to Object
    On certain grounds, this right provides an individual to object to data processing for the purposes of profiling or direct marketing.

  • Right to Rectification
    This right states that individuals are entitled to have personal data rectified if it is inaccurate or incomplete.

  • Right to Erasure
    This right enables an individual to request the deletion of personal data if it is no longer necessary or the data subject withdraws consent.

  • Right to Restrict Processing
    This right provides individuals to have a right to ‘block’ or suppress processing of personal data.

  • Right to Data Portability
    This right allows individuals to obtain and reuse their personal data for their own purposes across different services.

How to Invoke Your Rights

If you have a request to invoke any of your rights listed above, contact the Pendo support team at help@pendo.io to submit your request. Once a request is submitted, you will be able to monitor for completion with the support ticket submitted.

Since Pendo is also a data processor, you may have a customer who needs to be removed from your Pendo account. In this case, you should still contact the Pendo support team at help@pendo.io to process this request.

note: Requests for Erasure & Data Portability Rights will take up to 21 days to help meet required compliance timelines.

In an event of a GDPR Breach

In the event of a breach, Pendo will contact the affected Pendo account administrators and designated contacts and immediately trigger remedial action to ensure compliance. Throughout this process, Pendo also added procedures to ensure effective communication with the affected customers.

Additional Questions

For additional information, please review Pendo’s GDPR Process and Approach white paper.

For any additional general questions or concerns about Pendo’s approach privacy, security, certifications, or GDPR compliance plans, please contact us at gdpr@pendo.io.

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