Data processing

This page sets up the data protection addendum for Customer Access & Organizations for Jira Service Management (“the app”), made by Kingston Falls (“Provider”).

Agreement. The Bonterms Standard Agreement, as accepted for the app on the Atlassian Marketplace, with Kingston Falls as Provider.

Addendum. The Bonterms Data Protection Addendum, version 1 applies to Customer Personal Data that the app processes. This page gives the details that addendum leaves to be filled in.

Effective date. The day the Customer starts a paid subscription to the app.

Roles. The Customer is the controller. Provider is the processor and acts only on the Customer’s instructions, which are given by installing and using the app.

Notice of new sub-processors. By changing this page and emailing the Customer’s technical contact recorded with Atlassian, at least 30 days before the change.

Sub-processors

Provider runs no servers of its own and receives no Customer Personal Data outside Atlassian’s platform. Support email that the Customer chooses to send is handled by Provider’s email provider, outside Atlassian’s platform; Provider asks Customers not to include their own customers’ personal data in it.

Schedule 1: the processing

• Subject matter and purpose. Reporting which people can raise requests in Jira Service Management spaces and Customer Service Management customer experiences; recording how that changes over time; counting requests for each customer organization; and applying bulk organization changes that the Customer’s administrators check and confirm.
• Duration. While the app is installed, and until Atlassian deletes its stored data 28 days after an uninstall.
• Data subjects. The Customer’s service customers and organization members, and the administrators who use the app.
• Personal data. Names, email addresses (where the person lets them be seen), Atlassian account IDs, account type and status, organization memberships, and the number and dates of the requests a person has raised.
• Special categories of data. None.
• Retention. The 12 most recent report snapshots for each space; the latest customer experience report; the latest bulk change check and the last 20 applied batches; and dashboard counts (which name no people) until unviewed for 30 days. Data about a closed Atlassian account is erased, usually within a week and at most two. Everything stored for a space is deleted once the space has been gone from Jira for 90 days and nobody has used it in the app for 90 days.

Schedule 2: security measures

• The app runs only on Atlassian Forge and sends no data to any address outside Atlassian. It is eligible for Atlassian’s “Runs on Atlassian” program.
• Storage is Forge-hosted storage, which Atlassian encrypts, keeps separate for each installation, and holds in the site’s data residency location.
• Only administrators of a space can open its reports or make changes (Jira administrators, for the customer experience report). Permissions are checked on every request. Dashboard counts are shown only to the agents and administrators of the space they count.
• The app never asks for or stores passwords, API tokens, or other credentials.
• Technical logs hold no names, email addresses, or request contents. Account IDs and addresses in error messages are masked before logging.
• Provider’s staff cannot open Customer data. The app has no feature that sends data to Provider, and support works from what the Customer chooses to tell it.
• Security issues are fixed within Atlassian’s Marketplace deadlines (critical ones within 10 days). An incident affecting Customer Personal Data is reported to Atlassian within 24 hours and to the affected Customers without undue delay.

Schedule 3: transfers

None by Provider. The data stays within Atlassian’s platform, in the Customer’s data residency location.

This page uses the Bonterms Data Protection Addendum, version 1, under its CC BY 4.0 license.