Trust
Last modified:
Purpose/Activity
Type of data
Lawful basis for processing including basis of legitimate interest
Manage our relationship with you (e.g., responding to your communications, notifying you about changes to our privacy policy)
- Identity
- Contact
- Marketing and Communications
- Necessary for our legitimate interests
- Necessary to comply with a legal obligation
- Performance of a contract
Provide you with information that you have requested from us
- Identity
- Contact
- Marketing and Communications
- Necessary for our legitimate interests
- Your consent
Administer and protect our business and the Website (e.g., troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data)k
- Identity
- Contact
- Technical
- Necessary for our legitimate interests
- Necessary to comply with a legal obligation
Deliver relevant Website content to you and measure or understand the effectiveness of the content we serve to you
- Identity
- Contact
- Technical
- Usage
- Marketing and communications
- Necessary for our legitimate interests
Use data analytics to improve the Website, products/services, marketing,customer relationships and experiences
- Technical
- Usage
- Necessary for our legitimate interests
To make suggestions and recommendations to you about products or services that may be of interest to you
- Identity
- Contact
- Technical
- Usage
- Marketing and Communications
- Necessary for our legitimate interests
Infrastructure Subprocessors (data storage)
Entity Name
Purpose
Entity Country
Data Storage Location
Microsoft Corporation (Microsoft Azure)
Provisioning and operations of infrastructure services (PaaS), including CDN, WAF, Network acceleration
United States
EU
Amazon.com, Inc. (AWS)
Provisioning and operations of infrastructure services (PaaS), CDN only
United States
EU
Service Specific Subprocessors (data processors)
Entity Name
Purpose
Entity Country
Data Storage Location
Mandrill
Cloud-based email delivery service providing the ability to send transactional emails
United States
US
Twilio Inc.
Cloud-based email and text message delivery service providing the ability to send transactional messages and transactional emails
United States
US
Zendesk
Provides customer support ticket handling capabilities
United States
US
Mixpanel
Third-party analytics platform used to analyze behaviour of users on Lobster Ink's platforms
United States
EU
Logshero Ltd.
Cloud-based service to capture and store infrastructure log flies
Israel
EU
Functional Software Inc. (Sentry)
Cloud-based service to capture and store application log files
United States
US
Elasticsearch B.V.
Cloud-based service to capture, store, perform real-time search and analyze application events
United States
EU
Hotjar Ltd.
Cloud-based user behavior analytics tool
Malta
EU
Microsoft Corporation (PowerBI)
Cloud-based data and analytics reporting service
United States
US
ChargeBee Inc.
Cloud-based subscription management and recurring billing platform
United States
EU
Lobster Ink and its affiliates (data processing)
Entity Name
Purpose
Entity Country
Nalco Europe BV
Service maintenance and technical support
NL
Lobster Ink Africa
Technical support
SA
Issues Types
Priority
Definition
Symptoms
1
System is non-operational
Prevents all Users from:
- Logging in
- Completing lessons
- Completing any assessments
- Generating any reports
2
System is partially non-operational with no workaround available.
Prevents a material number of Users from:
- Logging in
- Completing lessons
- Completing any assessments
- Generating any reports
3
Partial system failure that moderately affects usage. Workaround available.
Intermittent video playback issues.
4
Issue that causes minimal disruption to a User
Degraded response times.
Display issues on specific browsers.
Response Times
Priority
Response Time
Resolve Time Objective
1
45 minutes
6 hours
2
2 hours
12 hours
3
4 hours
Ticket update every 48 hours until a resolution time is available.
4
4 hours
Ticket update every 48 hours until a resolution time is available.
