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Overview of our key privacy practices

Last updated: Wednesday, 22th Mar ’23

Unless you are a lawyer or enjoy long and detailed texts, we are advising you to read through this simplified overview of some of our key privacy practices first.

This overview is not a substitute for our Privacy Notice but an endeavour to make the privacy information you need regarding Infobip Ltd and our subsidiaries and affiliates more accessible and easier to understand. 

Your privacy is essential to us and we have a dedicated team of passionate people located all around the world dedicated to data privacy. As we like to say at Infobip – being local, globally.

Let’s talk privacy basics

Some context first – as a company, we are helping companies communicate and connect with their customers securely and efficiently over a wide range of channels. That SMS notification you received from your bank about a recent transaction or the chatbot response to your customer query at your favourite online clothing retailer? These were likely sent via our platform.

We are present all around the world, connecting over 7 billion people and things, with almost 24 billion transactions annually!

We’re handling personal data as part of our day-to-day business. Personal data means any information that can identify you, such as your name, phone number, the information provided while attending one of our webinars, or the CV you might have submitted along with your job application.

We operate as either a controller or a processor when handling personal data. This distinction is crucial because it determines what a company should do and how you might be able to exercise your privacy rights. The simplest explanation is that a controller decides what will happen to the personal data and is ultimately responsible for handling it, while a processor follows the orders of a controller on how to handle it. For example, if you receive a text message with a promotion from your favourite retailer, the message is delivered by us as the processor, but the retailer is the controller who tells us to send it and to what number, what to include in the message, and when to send it.

The key to understanding more about the personal data that we handle lies in your relationship with us. Most likely, you fall into one of these five categories as our:

Customer (we provide services to you)
Customer’s end-user (you have received a message from our customer via our services)
Marketing subscriber (you are receiving news about our company and services)
Job applicant (you have or want to apply to work with us)
Supplier (you provide some services to us)

For most of these, we act as the controller. The one exception? Our customers’ end-users. In that scenario, we primarily serve as the processor, and our customer acts as the controller (primarily means that exceptions related to our status as a communications provider exist – please see Section 5 of our Privacy Notice). If you are our customer’s end-user and we process your personal data, the best is to first contact our customer about that (e.g. your bank or your favourite online clothing retailer from the examples above). If you are our customer, marketing subscriber, job applicant, supplier, or if you fit into any other category we list in Section 5 of our Privacy Notice, please contact us about the personal data we process about you! The easiest and fastest way to contact us is by emailing [email protected]. 

What about your personal data ?

Processing of your personal data depends on your relationship with us. First, when handling your personal data, we secure it appropriately. We have certificates of compliance with leading security standards such as ISO 27001. Check out this page if you would like to learn more about our current certificates! Second, we might share your data with third parties – most commonly with suppliers who provide some services to us (for other rare situations, please see Section 6 of our Privacy Notice). When we do that, we conduct due diligence before we onboard the supplier and ensure that the appropriate legal contract (e.g. a data processing agreement) is in place to protect the data. The supplier cannot use that data for their own purposes. Third, if we transfer your data across jurisdictions, we will comply with any applicable legal obligations.

Now let’s get into more detail about the personal data we process! 

If you are our customer, you might be interested in two types of personal data we process about you.

The first type is the personal data related to your end-users that you might send through our services (e.g. mentioning someone’s name and phone number in a text message). As we mentioned above, you are in control here, and we follow your instructions. These instructions are captured in the agreements we have signed, such as the Master Services Agreement, online Terms and Conditions, or a Data Protection Agreement. 
The second type is the personal data related to you as an employee of our customer. For example, your name, email address, phone, and job title. We get this directly from you, our customer who is your employer, or our services if you use them on behalf of your employer. We use it primarily to deliver services to your employer (e.g. to communicate with you about the agreement, your account, support requests etc.). When possible, we delete it one year after your employer terminates the contract with us.

Do not forget – you have rights, and you can always contact us. See more below!

If you are our marketing subscriber, we likely have your basic identification and contact data (think name, email address, phone number, and job title).

Most often, we get this directly from you when you sign up to receive newsletters or attend our events or if you are communicating with us on behalf of your employer, our customer. We use it to provide you with information on our services, company news, and any events we are organizing. We delete most of your data when you unsubscribe. However, we keep your email address or phone number on our suppression list to ensure that you do not receive any more messages in the future. Do not forget – you can unsubscribe at any time and have other rights, and you can always contact us.

If you are our job applicant, we likely have your basic identification and contact data (think name, email address, phone number, and mailing address) as well as information on your educational background and previous work experience that you shared in the application form or resume. We get this data directly from you. As you advance in our selection process, we might get more data from your previous employers or a background check provider (we will let you know separately before that happens). We use the data as part of our new employee selection process to ensure we hire the right talent and grow successfully. When you give us the data, we tell you when we will delete it – we only keep it during the period you consent to.

If you are our supplier, then we likely have some personal data related to you as an employee of that supplier, for example your name, email address, phone, and job title. We get this directly from you or our supplier, your employer. We use it primarily to purchase and receive services from your employer (e.g. to communicate with you about the agreement, support requests, or our services if relevant). When possible, we delete it one year after our business relationship with your employer ends.

Rights, rights!

Did anybody say you have rights concerning your personal data? Because you do. In some countries, no law gives you such rights, but we are doing our best to act as if you have those rights. The most commonly used rights allow you to request a copy of your personal data from us, to have your data corrected, or to have your data deleted. You might also withdraw your consent to our processing of your personal data and can object to the processing done based on our legitimate interest. These are technical terms, so do not hesitate to review Section 9 of our Privacy Notice in detail or look them up on your local data protection authority’s website to understand how they apply. That authority is often a great source of information. If you want to file a complaint, you can do it with us or your local data protection authority. 

Do not hesitate to reach out to us at [email protected] if you want to exercise any of your rights (e.g. have your personal data deleted) or if you need more information about the personal data that we process or your rights! We always aim for the best and appreciate inputs and suggestions for improvement.

That’s it! We hope this was useful for you and more enjoyable than going through a lengthy legal text. If you want to read the Privacy Notice, you can find it here.

Overview of our key privacy practices

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