Cleura's use of personal data in service cases
This privacy notice explains how Cleura AB (Cleura) handles information about:
- people who contact Cleura in service cases, and
- other people whose personal data appear in service cases.
When we use the term service case, we mean communication with customers and non-customers alike. A non-customer could for example be a person asking general questions about Cleura’s services.
Cleura and its customers have a legitimate interest in customers being able to send service related questions or other information to Cleura and receiving timely and qualitative answers.
Cleura and non-customers have a legitimate interest in non-customers being able to send questions or other information to Cleura and receiving timely and qualitative answers.
When and how we handle personal data
Cleura has a customer service email address and contact form. These channels can be used to ask questions or communicate service related information to Cleura.
Customers with a relevant support plan can also use Cleura’s case management system to create service cases and communicate in existing cases, or call a dedicated support number.
When a person uses any of these channels, Cleura creates a service case in Cleura’s customer service case management system. Cleura also gathers further communication in the matter in the same service case.
When a service case concerns a customer, related personal data are stored for at least as long as the customer remains a customer.
Types of personal data we handle and why
We handle the following personal data in each service case, for the purposes stated.
- Email address of the person who sends a message, which typically reveals their name and the organisation they work for. The email address is used to be able to receive and send messages. We use the information derived from the email address to understand which person and organisation a message originates from, in order to verify if they are a customer and what has been agreed regarding support, and to be able to deal with the message based on who sent it.
- Date and time when Cleura receives each message from a person, and when Cleura sends each message in response to a person, together with additional information about the person who sent the message, such as their title, if such information is included in the message. We use this information to:
- assess if we have dealt with incoming messages according to internal time targets and what has been agreed with a customer,
- follow up what information was communicated with whom at which point in time so that we can perform agreed actions and verify that they have been performed,
- verify and prove what was communicated with a person in case of disagreements,
- improve our way of working with regards to how quickly we respond to incoming messages, how good we are at understanding and acting on incoming messages, and how good we are at giving responses, and
- assess and demonstrate compliance with our management systems for quality and information security, including during internal and external audits.
- Information about other people which may be included in a message to make it easier for Cleura to resolve it, such as mentions of staff at the customer or at Cleura. We use this information to more effectively resolve the query sent to us.
Your rights
The GDPR gives you rights regarding personal data we process related to you in service cases. You can:
- Request that Cleura provides you access to, and corrects or erases, personal data relating to you.
- Request that Cleura restricts how it processes personal data relating to you, or you can object to the processing.
- Make a complaint to the supervisory authority, the Swedish Authority for Privacy Protection (IMY).
Contact us
If you have questions about this privacy notice or how we handle personal data, you may contact us using our contact form. You may also write to us at:
Cleura AB
Blekingegatan 1
SE-37157 Karlskrona
SWEDEN
You may contact Cleura’s data protection officer at dpo@cleura.com.