Techparser, LLC Data Processing Addendum for Supportweave

This Data Processing Addendum (“DPA”) forms part of the Supportweave Terms of Service, an order form, enterprise agreement, reseller agreement, or other written agreement between the customer and Techparser, LLC governing the customer’s use of Supportweave (the “Agreement”).

Supportweave is owned and operated by Techparser, LLC. In this DPA, “Supportweave”, “we”, “us”, and “our” refer to Techparser, LLC in its capacity as the provider of the Supportweave services.

This DPA applies where Techparser, LLC processes Customer Personal Data on behalf of the customer in connection with Supportweave.

By accepting the Agreement, creating a Supportweave account, purchasing a subscription, or continuing to use Supportweave after this DPA becomes effective, the customer agrees to this DPA on behalf of itself and any authorized affiliates using the service.

If the person accepting this DPA acts on behalf of an organization, that person represents that they have authority to bind the organization.

For Customer Personal Data processed through customer-configured agents, chatbots, communication channels, integrations, workflows, and workspaces, the customer generally acts as the Controller and Techparser, LLC acts as the Processor.

Where the customer processes personal data on behalf of its own client, the customer may act as a processor and Techparser, LLC may act as a subprocessor.

Techparser, LLC may act as an independent Controller for information it processes for its own legitimate business purposes, including account administration, subscription billing, fraud prevention, security, legal compliance, and direct communications with the customer. Such processing is governed by the Supportweave Privacy Policy rather than this DPA.

Each party is responsible for complying with the obligations applicable to it under Applicable Data Protection Laws.

Techparser, LLC will process Customer Personal Data only on the customer’s documented instructions, unless processing is required by applicable law.

The Agreement, this DPA, the customer’s use and configuration of Supportweave, support requests, order forms, and other written instructions accepted by Techparser, LLC constitute the customer’s documented instructions.

The customer instructs Techparser, LLC to process Customer Personal Data as necessary to provide, secure, maintain, support, and improve the functionality of Supportweave and to perform the activities described in this DPA and the Agreement.

If applicable law requires Techparser, LLC to process Customer Personal Data contrary to the customer’s instructions, we will notify the customer before processing unless the law prohibits notice.

Techparser, LLC will notify the customer if, in our reasonable opinion, an instruction violates Applicable Data Protection Laws. We may suspend the affected processing until the parties resolve the issue.

The customer may provide additional documented instructions, but Techparser, LLC is not required to comply with instructions that are technically infeasible, inconsistent with the Agreement, unlawful, or would require material changes to Supportweave unless separately agreed in writing.

The customer is responsible for the lawfulness, accuracy, quality, and integrity of Customer Personal Data and for determining whether Supportweave is appropriate for the customer’s intended processing.

The customer represents that it has provided all required privacy notices and obtained all required permissions, consents, and legal bases for collecting and processing Customer Personal Data through Supportweave.

The customer is responsible for configuring appropriate retention periods, access permissions, AI instructions, communication channels, integrations, consent mechanisms, and human-review procedures.

The customer must not instruct Techparser, LLC to process Customer Personal Data in violation of Applicable Data Protection Laws, the Agreement, or the Supportweave Fair Use and Acceptable Use Policy.

The customer is responsible for responding to Data Subjects and regulators concerning its processing activities, except to the extent Techparser, LLC is required to assist under this DPA.

The customer must not submit protected health information, payment-card data, biometric identifiers, government identification numbers, or other specially regulated information unless Techparser, LLC has expressly approved the processing in writing and all required agreements are in place.

The subject matter, duration, nature, purpose, categories of Data Subjects, and types of Customer Personal Data processed under this DPA are described in Schedule 1 below.

The customer acknowledges that the exact categories of Customer Personal Data processed depend on how the customer configures and uses Supportweave.

Techparser, LLC will ensure that personnel authorized to process Customer Personal Data are subject to appropriate confidentiality obligations.

Access to Customer Personal Data will be limited to personnel and contractors who require access to provide, secure, support, or maintain Supportweave or to comply with applicable legal obligations.

Techparser, LLC will provide appropriate privacy and security guidance to personnel with access to Customer Personal Data.

Techparser, LLC will implement and maintain appropriate technical and organizational measures designed to protect Customer Personal Data against accidental or unlawful destruction, loss, alteration, unauthorized disclosure, or unauthorized access.

The measures will take into account the nature, scope, context, and purposes of processing; the available technology; implementation costs; and the risks presented to Data Subjects.

The technical and organizational measures currently applicable to Supportweave are summarized in Schedule 2.

Techparser, LLC may update security measures from time to time, provided that updates do not materially reduce the overall security of Supportweave during an active subscription.

The customer is responsible for securing its own accounts, devices, networks, credentials, integrations, API keys, communication channels, and systems connected to Supportweave.

Techparser, LLC will notify the customer without undue delay after becoming aware of a confirmed Personal Data Breach affecting Customer Personal Data.

The notification will include information reasonably available to Techparser, LLC concerning the nature of the breach, categories of affected information, likely consequences, containment or remediation measures, and a contact for further information.

Where all information is not immediately available, Techparser, LLC may provide it in phases as the investigation progresses.

Techparser, LLC will take reasonable steps to contain, investigate, mitigate, and remediate a Personal Data Breach within its control.

Notification or cooperation concerning a Personal Data Breach does not constitute an admission of fault or liability by Techparser, LLC.

The customer is responsible for determining whether notification to Data Subjects, regulators, clients, or other parties is legally required.

Taking into account the nature of the processing, Techparser, LLC will provide reasonable assistance to help the customer respond to requests from Data Subjects exercising rights under Applicable Data Protection Laws.

Supportweave may provide self-service functionality for accessing, exporting, correcting, or deleting certain Customer Personal Data.

If Techparser, LLC receives a request directly from a Data Subject concerning Customer Personal Data, we will ordinarily direct the request to the relevant customer and will not independently respond except where required by law.

The customer is responsible for verifying the identity and authority of a person submitting a request and for determining the appropriate response.

Where assistance requires material engineering work, custom development, or significant resources beyond the standard functionality of Supportweave, Techparser, LLC may charge reasonable fees after notifying the customer.

Taking into account the nature of the processing and the information available to us, Techparser, LLC will provide reasonable assistance to help the customer comply with applicable obligations concerning security, Personal Data Breach notifications, Data Protection Impact Assessments, and prior consultation with regulatory authorities.

The customer remains responsible for determining whether a Data Protection Impact Assessment, transfer assessment, consultation, notice, consent, registration, or other compliance measure is required.

Assistance outside the standard functionality and documentation of Supportweave may be subject to reasonable fees and mutually agreed scope.

The customer grants Techparser, LLC general written authorization to engage Subprocessors to process Customer Personal Data in connection with Supportweave.

Techparser, LLC will maintain a current list of material Subprocessors used for Supportweave on the Supportweave Subprocessor List page.

Techparser, LLC will impose data-protection obligations on each Subprocessor that provide an appropriate level of protection for Customer Personal Data, considering the nature of the services performed.

Techparser, LLC remains responsible for the performance of each Subprocessor’s data-protection obligations to the extent required by Applicable Data Protection Laws.

Techparser, LLC may add or replace Subprocessors. Where required by Applicable Data Protection Laws, we will provide reasonable advance notice of a material new Subprocessor through the website, account dashboard, email, or another reasonable method.

The customer may object to a new Subprocessor on reasonable and documented data-protection grounds by contacting help@supportweave.com within 15 days after receiving notice.

The parties will work in good faith to resolve a valid objection. If no commercially reasonable resolution is available, the customer may stop using the affected service and terminate that portion of the service as its sole contractual remedy, subject to the Agreement and mandatory law.

The customer authorizes Techparser, LLC and its authorized Subprocessors to process Customer Personal Data in the United States and other countries in which they operate, subject to the safeguards required by Applicable Data Protection Laws.

Where a transfer of Customer Personal Data from the European Economic Area, Switzerland, or another jurisdiction requires an approved transfer mechanism, the parties will rely on an applicable adequacy decision, certification framework, Standard Contractual Clauses, or another legally recognized safeguard.

Where required for a restricted transfer from the European Economic Area, the European Commission Standard Contractual Clauses adopted under Implementing Decision (EU) 2021/914 are incorporated into this DPA by reference.

For transfers where the customer acts as Controller and Techparser, LLC acts as Processor, Module Two of the EU Standard Contractual Clauses applies. Where the customer acts as Processor and Techparser, LLC acts as Subprocessor, Module Three applies.

The information required by the annexes to the EU Standard Contractual Clauses is supplied by the Agreement, Schedule 1, Schedule 2, and the Supportweave Subprocessor List.

Where required for a restricted transfer from the United Kingdom, the applicable UK International Data Transfer Addendum or International Data Transfer Agreement will apply and is incorporated by reference to the extent legally permitted.

The parties will reasonably cooperate in completing transfer-impact assessments and implementing supplementary safeguards where legally required.

If a transfer mechanism becomes invalid or unavailable, the parties will work in good faith to implement a valid replacement mechanism.

Techparser, LLC may disclose Customer Personal Data where required by applicable law, valid legal process, court order, or binding governmental request.

Where legally permitted, Techparser, LLC will notify the customer before disclosing Customer Personal Data and will provide reasonable information concerning the request.

Techparser, LLC may challenge a request that it reasonably believes is unlawful, overbroad, or inconsistent with applicable legal protections.

Techparser, LLC will disclose only the Customer Personal Data reasonably necessary to comply with a valid request.

During an active subscription, the customer may use available Supportweave functionality to access or export certain Customer Personal Data.

Following termination or expiration of the Agreement, Techparser, LLC will delete or return Customer Personal Data in accordance with the customer’s documented request, the Privacy Policy, product retention settings, and applicable law.

Customer Personal Data may remain in backups, archives, logs, or disaster-recovery systems until deleted through ordinary retention cycles, provided that it remains protected and is not actively processed except for restoration, security, legal compliance, or disaster recovery.

Techparser, LLC may retain information where required by law or reasonably necessary for billing, tax, fraud prevention, security, dispute resolution, or legal claims.

The customer is responsible for exporting required information before its account or workspace is deleted or access expires.

Techparser, LLC will make available information reasonably necessary to demonstrate compliance with the processor obligations applicable under this DPA.

Where available, Techparser, LLC may satisfy audit requests by providing security documentation, policies, questionnaires, certifications, summaries of independent assessments, penetration-test summaries, or other relevant materials.

If the available documentation is reasonably insufficient to demonstrate compliance, the customer may request an audit by an independent auditor subject to reasonable advance notice, confidentiality obligations, scope restrictions, and security requirements.

Unless a regulator or Personal Data Breach requires otherwise, audits may occur no more than once in any 12-month period and must not unreasonably interfere with Techparser, LLC’s business operations or compromise another customer’s information.

The customer is responsible for its audit costs and Techparser, LLC’s reasonable assistance costs, unless the audit identifies a material breach of this DPA by Techparser, LLC.

No audit may require access to another customer’s data, source code, vulnerability information that would create security risk, or information restricted by contractual or legal obligations.

Where applicable US state privacy law treats the customer as a business or Controller and Techparser, LLC as a service provider, contractor, or Processor, Techparser, LLC will process Customer Personal Data only for the limited and specified purposes described in the Agreement and this DPA.

Techparser, LLC will not sell Customer Personal Data or share Customer Personal Data for cross-context behavioral advertising.

Techparser, LLC will not retain, use, or disclose Customer Personal Data outside the direct business relationship with the customer or for an independent commercial purpose, except as permitted by Applicable Data Protection Laws.

Techparser, LLC will not combine Customer Personal Data with personal information received from another person or collected from Techparser, LLC’s own interactions with an individual, except where legally permitted.

Techparser, LLC will provide the level of privacy protection required of service providers, contractors, or Processors under applicable US state privacy laws.

Techparser, LLC will notify the customer if we determine that we can no longer meet an applicable legal obligation under this section.

The customer may take reasonable and appropriate steps to help ensure that Techparser, LLC processes Customer Personal Data consistently with the customer’s obligations under applicable US state privacy laws.

Each party’s liability arising from this DPA is subject to the exclusions and limitations of liability in the Agreement, except to the extent such limitations are prohibited by Applicable Data Protection Laws or conflict with mandatory terms of applicable Standard Contractual Clauses.

Nothing in this DPA limits the rights of Data Subjects or regulatory authorities where those rights cannot legally be limited.

If this DPA conflicts with the Agreement concerning the processing of Customer Personal Data, this DPA controls to the extent of the conflict.

If applicable Standard Contractual Clauses or another mandatory transfer mechanism conflict with this DPA or the Agreement, the mandatory transfer mechanism controls for the relevant transfer.

Except as modified by this DPA, the Agreement remains in full force and effect.

This DPA becomes effective when the customer accepts or enters into the Agreement and remains effective for as long as Techparser, LLC processes Customer Personal Data on behalf of the customer.

Obligations concerning confidentiality, security, deletion, international transfers, liability, and regulatory cooperation survive termination for as long as Techparser, LLC retains Customer Personal Data.

Techparser, LLC may update this DPA to reflect changes to Applicable Data Protection Laws, Supportweave, our Subprocessors, transfer mechanisms, or security practices.

The revised DPA will be posted on this page with an updated “Last updated” date.

Updates will not materially reduce the protection provided to Customer Personal Data during an active subscription unless required by law or necessary to address a material security risk.

Where required by law or where a change is materially adverse, Techparser, LLC will provide additional notice through Supportweave, by email, or through another reasonable method.

Supportweave is owned and operated by Techparser, LLC

Questions about this DPA, privacy rights, subprocessors, international transfers, or data-processing practices may be sent to help@supportweave.com.

Legal entity: Techparser, LLC

Product: Supportweave

Business address: South Governors Avenue 1111b Dover, DE, 19904 US