|Version 2.3||March 5, 2019|
|Version 2.2||August 14, 2018|
|Version 2.1||August 8, 2018|
|Version 2||April 19, 2017|
|Version 1||February 3, 2014|
The limitations due to chosen subscription plan are as specified on the pricing page of the Service’s website (www.salesscreen.com/pricing).
To deliver our SalesScreen solution we need to process some types of personal information about you. We are a data controller data when delivering SalesScreen to our customers. We are a data processor when customer and customer employees are processing certain personal data in the SalesScreen solution. Read below to see what purpose, type of information and legal basis we have for processing your personal data. As a controller Dogu SalesScreen AS processes personal data for the following activities:
|Purpose||Personal data||Legal basis|
|Billing customers for SalesScreen service||Customer name, Email, Credit card||Consent|
|Deliver status updates for SalesScreen’s service to subscribers of SalesScreen status page||Consent|
|Sending email information about the Services||Consent|
|Sending email information about sales & company culture.||Consent|
|Send email information about SalesScreen related events||Consent|
|Reserve tickets to events||Name, Email, Company, Job title||Consent|
|Keep track of our internal sales process||Name, Email, Company, Job title, Phone number, IP address, Email communications, Video meeting recordings||Consent|
As a processor SalesScreen processes personal data on behalf of our customers using SalesScreen.
|Purpose||Personal data||Legal basis|
|Deliver SalesScreen to customer||Name, Email, Nickname, Phone number, Profile picture, IP address, Employee ID numbers, Sales and policy data related to the ID numbers, Customers||DPA with customer|
|Provide support for SalesScreen||Name, Email, IP address||DPA with customer|
|Product demand||Name, Email||DPA with customer|
|Deliver SMS to customer||Phone number||DPA with customer|
|Deliver email to customer||DPA with customer|
You have the right to require access, correction or deletion of the personal data we are processing about you. You also have the right to require limited processing of your personal data, the right to object to the processing as well as the right to require data portability. If you want to exercise your rights, send us an e-mail at firstname.lastname@example.org or email@example.com. You also have the right to lodge a complaint about our processing to a supervisory authority (in Norway: Norwegian Data Inspectorate). For processing activities based on your consent, you have the right to withdraw your consent at any time.
We keep your personal data with us as long as it is necessary to fulfill the purpose for which the personal data was collected. This means, for example, that personal data that we process will be deleted if you withdraw your consent. Personal data relating to SalesScreen will be erased at the latest 12 months after termination of consumer contract.
To provide our services we rely on using some third party tools, in this connection considered as data processors. These are independent companies or legal entities that process certain personal data on behalf of us. SalesScreen ensures that all processors have entered into a data processing agreement with SalesScreen in order for us to always have control of your personal data and that the processing fulfills the requirements of the General Data Protection Regulation (GDPR). SalesScreen also uses some processors outside the EU/EEA. In these cases, SalesScreen ensures that the processors are subject to an adequate level of protection for the processing of personal data, for example by them being certified by Privacy Shield.
We may engage with the following Subsidiaries as Sub-processors to deliver the Services
|Subsidiary name||Entity Country|
|SalesScreen Europe B.V.||The Netherlands|
We may use sub-processors to provide our service. Listed below are sub-processors with whom we may share personal data.
|Subsidiary name||Type of Service||Entity Country|
|salesforce.com EMEA Limited||Sales & marketing management||UK|
|Zoom Video Communication, Inc.||Video conferencing||USA|
|Microsoft Ireland Operations, Ltd.||Cloud Infrastructure||Ireland|
|Dropbox Inc||Cloud Storage||USA|
|Intercom R&D Unlimited Company||Customer communication||Ireland|
|Hoopla AS||Event ticketing||Norway|
|Puzzel AS||SMS delivery||Norway|
|SendGrid, Inc.||Email delivery||USA|
|Atlassian PTY Ltd||Status page||USA|
|Calendly LLC||Event scheduling||USA|
|Salesmachine, Inc||Customer Success||USA|
+47 915 62 303
SalesScreen offers two levels of support:
Premium offers the same level as Standard but adds access to a Dedicated Key Account Manager over phone during business hours.
The assistance provided under either support offerings is given on the basis of a best effort policy.
During business hours (09:00 – 17:00 CET), we strive to give a first response to every incoming request within 15 minutes. Outside of business hours, we always try to answer within a few hours.
While our support is provided on the best effort principle, our track record shows that more than 90% of all incoming requests are handled with a median first response time of 2 minutes. In addition, we are dedicated to consistently offering the best possible support to our customers. For that reason, SalesScreen users are supported directly by the product team, i.e. by the very same people who are building and operating the product. The outcome of this is a premium quality support.
**Support requests can be submitted to our support team 24-7 using either:
Both support channels belong to a unique platform allowing conversations to seamlessly switch between messenger and email. This ensures a much higher resolution rate of support cases as the customer benefits from being able to have real-time conversations through our in-app chat while keeping the flexibility to continue the conversation asynchronously over email.
80% of our team is composed of native Norwegian speakers making any communication in this language either orally or in writing totally natural. Meanwhile, English is our default internal working language and is used on a daily basis. As a result, all of our team members are 100% fluent in English both orally and in writing.
We have observed over time that support cases are usually classifiable into 4 categories:
Support requests with the first priority (Service degradation & bugs) are always treated with the utmost urgency. Whether reported to the product team through one of our support channels (See section 3.1.2.a. Available Channels) or via our monitoring and alerting infrastructure (See section 3.2.3 Operational Precautions), cases receive immediate and full attention. Until fully resolved, we will keep impacted customers updated as often as necessary about the progress made either through our support channels or through our Status Page (See section 3.2.3.c. Service Status).
Support requests with the second priority (Product assistance) represents the largest chunk of all incoming requests. Combined with a robust and comprehensive Documentation page (See section 3.1.4 Documentation), we always provide the best possible assistance we can, to users in need for assistance on how to perform a specific task in SalesScreen.
Support requests with the third priority (Feature requests) will be covered in section 3.1.5 Request for change.
When the support request is submitted with regards to a dysfunctional Dogu Connect or Google Chromebox, the product team first attempts to provide assistance over the channels described above in order to help resolve the matter. If the issue persists, we may ask the customer to send the faulty Hardware to one of our offices (Oslo or Trondheim). The product team will then either:
Our documentation is available, up to date and publicly accessible at anytime on help.salesscreen.com.
Our product team is always attentive to request for change submitted by our customers through the support channels aforementioned. We thoroughly take these inputs into consideration when planning the further development of SalesScreen. The basis for approving the implementation of a feature request is primarily an appreciation of value that this feature would bring to the broadest share of our customer base.
Requests for change can be submitted at any time through our SalesScreen Community. From SalesScreen Community, you also vote for, comment on and follow feature requests submitted by other users of SalesScreen. You can also access the Release Notes and Roadmap of SalesScreen.
When deemed worthy, the feature request is kept in our backlog until we find the adequate resources to place the implementation of feature on our product roadmap. We may offer to prioritize the implementation of a feature request to a customer if his organization is willing to support the cost of the development hours. We will then send out an offer for a fixed fee based on the estimate amount of time needed to implement the feature request. After such an offer is accepted, we will schedule the work that is needed to be done in order to implement the feature request as fast as possible and provide an estimated delivery date. The work will be billed when the feature request is implemented and available for use.
Key end-points: Key end-points are the URLs to the key components of the SalesScreen platform (e.g. Login Page, Web Dashboard, APIs, …).
External connectivity: External connectivity is defined as the ability to successfully send data to and receive data from a Key end-points.
Key end-point downtime: Total accumulated minutes during which one of SalesScreen’s Key end-point have no External Connectivity. This value is reset on the 1st day of every month at 00:00 (CET).
Maximum service availability minutes: Total of minutes between the first day of a month at 00:00 (CET) and the last day of the same month at 23:59 (CET).
Key end-point monthly uptime: Calculated by subtracting from 1 the Key end-point downtime divided by the Maximum Service Availability Minutes.
Monthly uptime: Average value of the all Key end-point monthly uptimes.
SalesScreen customers on our Enterprise plan are guaranteed a Monthly uptime of 99.5 %.
If we fail to meet our 99.5% monthly uptime guarantee, we’ll refund you 10x whatever you paid SalesScreen for that period of downtime. For example, if SalesScreen’s uptime falls to 99% in a given month, that results in about 219 minutes of Downtime. We’ll give you service credits equivalent to 10 times your company’s cost for that period of time. Service credit can’t be exchanged for cash (aka monetary compensation); it is added as a credit on your account and, as always, we use any credits you have first, before charging you.
Service credits are capped at a maximum of 25% of what your company pays in SalesScreen Licenses for that particular month.
This SLA does not include performance issues: (i) caused by factors outside of SalesScreen’s reasonable control; (ii) that resulted from any actions or inactions of you or any third party; (iii) that resulted from your equipment and/or third party equipment (not within the primary control of SalesScreen), or (iv) arising from our suspension and termination of your right to use SalesScreen in accordance with the SalesScreen Terms of Service.
You can find below an overview of the various operational precautions we have put in place in order to make possible that the service guarantee is respected.
Every aspect of the SalesScreen overall platform is monitored 24-7 to ensure that we always remain informed of status changes. The aspects which we are particularly sensitive to include:
External connectivity: we have multiple uptime monitoring agents located across the globe which periodically (down to the minute) probe the external connectivity of SalesScreen’s key end points. These Key end-points allow a monitoring of the overall health of the service and they include: Login page, Web dashboard, External API, … Backend Servers’ vital metrics (CPU, RAM, Bandwidth, Disk load, ...). Databases’ load (DTU, CPU, Deadlocks,...). Code-level exceptions for SalesScreen on Web and SalesScreen on Mobile.
Our monitoring tools are all integrated to update in real-time on our internal communication tool Slack. In addition, all monitoring alerts are aggregated into our Incident Management System, PagerDuty. When an alert is received, an escalation procedure is engaged which immediately alerts our engineers via email, push notification and phone call until someone acknowledges the issue and starts working to resolve it.
Our support team and the escalation procedure alerting them are both active 24/7.
The state of SalesScreen’s service status is publicly accessible anytime on our dedicated status page. When SalesScreen is undergoing an incident which impacts our customers, our status page is updated continuously with the progress being made to resolve the incident. This page also shows the uptime history of SalesScreen.