Alert Data Sharing Agreement



What is Groupcall Alert?

Groupcall Alert is used by several organisations and provides an easy-to-use solution for customer and contractor communication. The system gives businesses the ability to send text messages (SMS), emails and automated voice calls to the mobile phones and landlines of key contacts. To provide an accurate list of contacts at any time Groupcall Alert allows data upload through the popular CSV file format and maintains a secure copy of essential school data within the Groupcall Alert web platform.

Document Aims

This document explains the selection, safeguarding and security of this data in detail and forms our Data Sharing Agreement with you. In order to use Groupcall Alert your organisation must understand and accept this agreement – use of the product implies your acceptance.

Transfer and Use of Personal Information in Alert

For the purpose of allowing authorised users to build and transmit messages to customers, staff and other contacts through Groupcall Alert, the system requires specific personal information. This specific personal information is based on a range of selection criteria, such as current group memberships, as dictated by the data uploaded to the web platform.

Use of Data in Alert

The Use of Data policy is provided for businesses to ensure that, as data controllers they have the ability to share data, and that they consider there to be appropriate measures in place, ensuring that the data is held securely and confidentially. This document sets out how Groupcall supports these objectives. Groupcall and its suppliers will be acting as ‘data processors’ as defined by the 1998 Data Protection Act. Groupcall has taken all reasonable measures to ensure the safety and security of the personal information, and continues to review these measures on an on-going basis.

Alert Data Security

This information gives details of the management of data security in relation to the use of Groupcall Alert. Organisations may wish to use this with their own fair use policy.

The information from your organisation is held inside the Alert web platform, which is hosted in Microsoft’s Azure platform in the Europe North territory.  You can find out more about the security and safety policies that affect your data in more detail in the Messenger v5 Data Security Summary document (Alert shares architecture with Messenger and can be considered similar in a number of ways). In summary, the data in Azure is protected from exposure by multiple layers of firewalling, authentication and physical access control. When authorised users send messages to people using Alert those messages will pass through one or more of our partner organisations, for routing and delivery. While awaiting delivery, these messages will be queued at one or more of our partner organisations.  This applies to Text (SMS) messages, Voice messages and Emails.  All reasonable efforts are made to protect these messages, in transit and while queuing, however the same risks apply in the case of sending your own SMS, Voice or Email messages because the same delivery network is used.  Your organisation policies should provide further guidance over what is suitable to send over such mediums. When authorised users send broadcast messages such as those to Twitter, you must enter your Twitter credentials into Alert .  Alert then uses industry standard integration to link into Twitter and post messages.  Please note that such broadcast posts could be seen by anyone.

Groupcall Support Personnel & Data Security

The Support team at Groupcall are able to resolve or advise you on any technical issues that you encounter while using Groupcall products, however they are unable to advise on any other issues affecting Groupcall Partner products and in such instances you should refer to the support arrangements for that specific Groupcall Partner.

Often it is necessary for a Groupcall support technicians to view the issue with you, in order to diagnose it fully and offer a solution. In circumstances where support technicians need to view the issue with, you they may use remote access tools to view your  computer with you, in which case you should remain at your computer and supervise the entire session.  All of our remote sessions allow you to retain control and allow you to terminate the session at any time.  If your issue escalates and an additional support technician is required, then additional Groupcall staff may join the remote session.

If your issue is a platform issue or requires changes to your account configuration, then Groupcall staff may perform such configuration on your behalf from our secure management platform without requirement for remote access.

You are reminded that you should avoid sending personal information, such as student/contact records, to Groupcall directly.  You certainly should only send such information when supported by strong encryption, if there is an explicit requirement to do so.  Groupcall staff will advise the most secure method for transfer if there is such an explicit requirement.

Alert Data Life Cycle

Your data’s point of origin remains in the source database. Changes made in the source are carried up to Groupcall Alert via csv upload.

 

New ‘personal' records

When a new contact record is uploaded into Groupcall Alert it will appear in the user interface accordingly for authorised users.

Deleted ‘personal’ records

When contact record is deleted Groupcall Alert will then mark the record as deleted and stop presenting it to authorised users. The data will remain within Groupcall Alert for purposes of historic audit, until removed as part of history management.

New Alert Group Memberships

When a person is detected to have a new or changed group membership, e.g. customers, staff, etc this will be notified to Alert on the next upload. Alert will then reflect this in the user interface for authorised users.

Deleted or Ended Alert Group Membership

When a person is detected to have left a group membership, this will be notified to Alert on the next upload. Alert will then reflect this in the user interface for authorised users and will delete its record of the person having been a member of the group.

Alert Privacy Policy

This forms part of the application process to use relevant Groupcall Products. The Head Teacher or an authorised member of staff will agree to have read and understood the terms and conditions outlined below:

Who is responsible for managing my information?

The Groupcall Product in question is provided by Groupcall Limited (“Groupcall”) and its suppliers. We are responsible for ensuring that your data is adequately protected in relation to the operation of the Groupcall Product platform in question.

Who can I contact if I have queries about this privacy policy?

If you are already a Groupcall customer then please contact Groupcall Support. If you are a prospective customer then please contact our sales team by emailing sales@groupcall.com or call 020 8502 7344.

Will you ever update this privacy policy?

We may update this privacy policy from time to time and we will send notification to your main account contact if this is the case. For specific optional functionality within a Groupcall Product, we may also issue appendices to this agreement.

How can I update my data in Alert?

The data in Groupcall Alert reflects the data in your source database, hence to correct any inaccuracies in Groupcall Alert you should correct the data in your source and upload the data via csv.

What is my information used for in Alert?

Alert requires specific personal information for the purpose of allowing authorised users to build messages to be transmitted contacts based on a range of selection criteria such as current group memberships.

How is my information held within Alert? 

The information from your school is held inside the Alert v5 web platform, which is hosted in Microsoft’s Azure platform in the Europe North territory. The data in Azure is protected from exposure by multiple layers of firewalling, authentication and physical access control.

How long will my information be held for by Alert?

Group memberships are retained for only as long as they are valid, once a person is no longer in a group then Alert deletes it’s record of membership.

How do I delete my data from Alert? 

You will need to explicitly request that your Alert account is terminated. You can do this via Groupcall Support, or by sending an email to admin@groupcall.com or call 020 8502 7344.

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Next Steps...

If you need any further assistance or get in to any difficulty, then please contact Groupcall Support. If the issue affects Groupcall Partner products you should refer to the support arrangements for that specific Groupcall Partner.

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