Data Processing Addendum
1. Roles and scope
This Addendum forms part of the Subscription Terms and applies whenever we process personal data on behalf of a subscribing shop (the “Controller”) through ServisTermin. BIGGER PICTURE ENTERPRISE LLC is the “Processor”.
The Controller decides why and how the personal data in its account is used. We act only on the Controller's documented instructions, which are given through the ordinary use of the Service and through the Subscription Terms.
2. Our obligations
- We process personal data only on the Controller's instructions, and we tell the Controller if we believe an instruction breaches applicable data protection law.
- Everyone with access is bound by confidentiality and has access only to what their role requires.
- We keep the technical and organisational measures set out in Annex II, and we do not weaken them during the subscription.
- We help the Controller respond to requests from individuals exercising their rights, by providing the export, correction and deletion functions in the Service and, where those are not enough, by reasonable assistance.
- We help the Controller with security, breach notification and impact assessments, taking into account the information available to us.
- We notify the Controller without undue delay, and in any case within 48 hours, after becoming aware of a personal data breach affecting its data, with the information we hold at that time.
- We make available the information needed to show we meet these obligations, and allow audits as described in clause 6.
3. Subprocessors
The Controller gives general authorisation for the subprocessors listed in Annex III. Each is bound by written terms no less protective than this Addendum, and we remain fully responsible to the Controller for their performance.
We will give at least 30 days' notice by email before adding or replacing a subprocessor. The Controller may object on reasonable data protection grounds within that period; if we cannot offer a workable alternative, the Controller may terminate the subscription and receive a refund of the unused prepaid period.
4. International transfers
Where personal data protected by European Union or Serbian law is transferred outside its home region, the transfer is covered by the European Commission's standard contractual clauses, or by the standard clauses adopted by the Serbian Commissioner, together with any additional measures those require. The Controller and we are deemed to have signed the applicable clauses, with the details in Annex I and the measures in Annex II.
5. Return and deletion
The Controller can export its data at any time during the subscription. When the subscription ends, the data stays available for export for 30 days, after which we delete it from live systems within a further 30 days and from backups within 90 days, unless the law requires us to keep it longer.
6. Audits
On request, and no more than once a year unless a supervisory authority requires otherwise, we will answer a reasonable written security questionnaire and provide any certifications or reports we hold. An on-site audit may be carried out where a supervisory authority requires it, on 30 days' notice, during business hours, and without disrupting other customers.
7. Precedence
If this Addendum conflicts with the Subscription Terms on the handling of personal data, this Addendum prevails.
Annex I — Details of the processing
| Subject matter | Providing a scheduling application to a vehicle service and customization shop. |
|---|---|
| Duration | For as long as the subscription lasts, plus the retention periods in clause 5. |
| Nature and purpose | Storing, organising, displaying, amending, exporting and deleting appointment and enquiry records so the shop can plan its work, and — where the plan includes it — sending appointment messages on the shop's behalf. |
| Categories of data subject | The shop's customers and prospective customers; the shop's own staff. |
| Categories of personal data | Name, telephone number, optional email address; vehicle make, model, year and optionally the VIN; service requested, free-text notes written by shop staff, appointment dates, statuses and deposit records; for staff, the account details listed in the Privacy Policy. |
| Special categories | None. The Service is not designed for special categories of personal data or for payment card numbers, and the Controller must not enter them. |
Annex II — Technical and organisational measures
- Access control — named accounts for each user, no shared logins, permissions by role, and immediate removal of accounts when staff leave.
- Separation — each shop is a separate tenant; every record is tied to its shop and queries are scoped so one shop cannot reach another's data.
- Encryption — all traffic over HTTPS/TLS; passwords stored only as salted cryptographic hashes; storage encrypted at rest by the hosting provider.
- Audit trail — appointment creation, changes and status moves are recorded with the user and the time.
- Backups — daily automated backups with periodic restore tests.
- Least privilege for us — administrative access to production data is limited to those who need it, protected by multi-factor authentication, and used only to operate and support the Service.
- Secure development — dependency updates, code review before release, and separate environments for development and production.
- Incident response — a documented procedure for detecting, containing and reporting breaches within the deadline in clause 2.
- Data minimisation — the Service asks only for what scheduling requires, and card numbers are never handled by us.
Annex III — Authorised subprocessors
| Provider | Purpose | Location |
|---|---|---|
| Railway Corp. | Running the application and hosting the PostgreSQL database, including backups | European Union (Amsterdam) |
| Resend | Transactional email to shop staff | European Union |
| Infobip | SMS, Viber and WhatsApp messages sent on the shop's behalf (Pro plan) | European Union (Croatia) |
| Stripe | Subscription payments and invoices for the shop's own billing data | United States and European Union |
Railway, Resend and Stripe are established in the United States and store the data in the European Union regions stated above; Railway's administrative control plane is operated from the United States. Those transfers are covered by the clauses referred to in section 4. Infobip is established in the European Union. Stripe processes the subscribing shop's billing data, not the shop's customer data — no customer data from the application is sent to Stripe.
Contact
Questions about this Addendum: hello@servistermin.com, BIGGER PICTURE ENTERPRISE LLC, 501 Silverside Rd, Ste 105-212, Wilmington, DE 19809, United States.
Ugovor o obradi podataka
1. Uloge i predmet
Ovaj Ugovor čini sastavni deo Uslova pretplate i primenjuje se uvek kada podatke o ličnosti obrađujemo u ime radionice pretplatnika („Rukovalac“) kroz ServisTermin. BIGGER PICTURE ENTERPRISE LLC je „Obrađivač“.
Rukovalac odlučuje zašto se i kako koriste podaci o ličnosti na njegovom nalogu. Mi postupamo isključivo po dokumentovanim nalozima Rukovaoca, koji se daju kroz uobičajeno korišćenje Usluge i kroz Uslove pretplate.
2. Naše obaveze
- Podatke o ličnosti obrađujemo samo po nalogu Rukovaoca i obavestićemo ga ako smatramo da neki nalog krši propise o zaštiti podataka.
- Svako ko ima pristup obavezan je na poverljivost i pristupa samo onome što njegova uloga zahteva.
- Primenjujemo tehničke i organizacione mere iz Priloga II i ne umanjujemo ih tokom trajanja pretplate.
- Pomažemo Rukovaocu da odgovori na zahteve lica koja ostvaruju svoja prava, kroz funkcije izvoza, ispravke i brisanja u samoj Usluzi, a kada one nisu dovoljne, razumnom pomoći.
- Pomažemo Rukovaocu u pitanjima bezbednosti, prijave povrede podataka i procene uticaja, u meri u kojoj raspolažemo potrebnim informacijama.
- Obaveštavamo Rukovaoca bez nepotrebnog odlaganja, a najkasnije u roku od 48 sati od saznanja o povredi podataka koja se tiče njegovih podataka, uz informacije kojima tada raspolažemo.
- Stavljamo na raspolaganje podatke potrebne da se dokaže ispunjenje ovih obaveza i omogućavamo proveru na način opisan u tački 6.
3. Podobrađivači
Rukovalac daje opšte ovlašćenje za podobrađivače navedene u Prilogu III. Svaki od njih obavezan je pisanim uslovima koji nisu manje zaštitni od ovog Ugovora, a mi prema Rukovaocu ostajemo u potpunosti odgovorni za njihov rad.
O dodavanju ili zameni podobrađivača obavestićemo vas mejlom najmanje 30 dana unapred. Rukovalac u tom roku može uložiti prigovor iz opravdanih razloga zaštite podataka; ako ne možemo da ponudimo prihvatljivo rešenje, Rukovalac može raskinuti pretplatu uz povraćaj za neiskorišćeni plaćeni period.
4. Prenos u druge zemlje
Kada se podaci o ličnosti zaštićeni propisima Evropske unije ili Republike Srbije prenose van matičnog regiona, prenos je pokriven standardnim ugovornim klauzulama Evropske komisije, odnosno standardnim klauzulama koje je usvojio Poverenik, uz dodatne mere koje se tim klauzulama traže. Smatra se da su Rukovalac i mi potpisali odgovarajuće klauzule, sa podacima iz Priloga I i merama iz Priloga II.
5. Vraćanje i brisanje
Rukovalac može izvesti svoje podatke u svakom trenutku dok traje pretplata. Po prestanku pretplate podaci ostaju dostupni za izvoz još 30 dana, nakon čega ih brišemo iz aktivnih sistema u roku od narednih 30 dana, a iz rezervnih kopija u roku od 90 dana, osim ako smo zakonom obavezni da ih čuvamo duže.
6. Provera
Na zahtev, i najviše jednom godišnje osim ako nadzorni organ ne traži drugačije, odgovorićemo na razuman pisani bezbednosni upitnik i dostaviti sertifikate ili izveštaje kojima raspolažemo. Provera na licu mesta može se sprovesti kada to zahteva nadzorni organ, uz najavu od 30 dana, tokom radnog vremena i bez ometanja drugih korisnika.
7. Prvenstvo primene
Ako je ovaj Ugovor u suprotnosti sa Uslovima pretplate u pogledu postupanja sa podacima o ličnosti, primenjuje se ovaj Ugovor.
Prilog I — Podaci o obradi
| Predmet | Pružanje aplikacije za zakazivanje radionici za servis i opremanje vozila. |
|---|---|
| Trajanje | Dok traje pretplata, uvećano za rokove čuvanja iz tačke 5. |
| Priroda i svrha | Čuvanje, uređivanje, prikazivanje, izmena, izvoz i brisanje zapisa o terminima i upitima, kako bi radionica mogla da planira rad, i — kada paket to obuhvata — slanje poruka o terminima u ime radionice. |
| Kategorije lica | Klijenti i potencijalni klijenti radionice; zaposleni u radionici. |
| Kategorije podataka | Ime, broj telefona, opciono mejl adresa; marka, model i godište vozila i opciono VIN; tražena usluga, beleške zaposlenih u slobodnom tekstu, datumi termina, statusi i evidencija kapare; za zaposlene, podaci naloga navedeni u Politici privatnosti. |
| Naročito osetljivi podaci | Nema ih. Usluga nije napravljena za naročito osetljive podatke o ličnosti ni za brojeve platnih kartica i Rukovalac ih ne sme unositi. |
Prilog II — Tehničke i organizacione mere
- Kontrola pristupa — imenovan nalog za svakog korisnika, bez deljenih prijava, ovlašćenja prema ulozi i trenutno gašenje naloga zaposlenih koji odu.
- Razdvajanje podataka — svaka radnja je zaseban nalog; svaki zapis je vezan za svoju radnju, a upiti su ograničeni tako da jedna radnja ne može doći do podataka druge.
- Šifrovanje — sav saobraćaj preko HTTPS/TLS; lozinke se čuvaju samo kao kriptografski otisci sa nasumičnim dodatkom; skladište je šifrovano kod provajdera hostinga.
- Evidencija promena — kreiranje termina, izmene i promene statusa beleže se sa korisnikom i vremenom.
- Rezervne kopije — automatski dnevni backup uz povremenu proveru vraćanja podataka.
- Najmanja potrebna prava kod nas — administrativni pristup podacima u produkciji ima samo ko mora, uz višestruku proveru identiteta, i koristi se isključivo za rad i podršku Usluge.
- Bezbedan razvoj — ažuriranje zavisnosti, pregled koda pre objave i odvojena okruženja za razvoj i produkciju.
- Postupanje po incidentu — pisana procedura za otkrivanje, ograničavanje i prijavu povrede u roku iz tačke 2.
- Najmanji obim podataka — Usluga traži samo ono što je potrebno za zakazivanje, a brojeve kartica mi nikada ne obrađujemo.
Prilog III — Odobreni podobrađivači
| Pružalac | Svrha | Lokacija |
|---|---|---|
| Railway Corp. | Pokretanje aplikacije i hosting PostgreSQL baze, uključujući rezervne kopije | Evropska unija (Amsterdam) |
| Resend | Sistemski mejlovi zaposlenima u radionici | Evropska unija |
| Infobip | SMS, Viber i WhatsApp poruke u ime radionice (Pro paket) | Evropska unija (Hrvatska) |
| Stripe | Naplata pretplate i računi, za podatke o naplati same radionice | Sjedinjene Američke Države i Evropska unija |
Railway, Resend i Stripe registrovani su u Sjedinjenim Američkim Državama, a podatke čuvaju u navedenim regionima Evropske unije; Railway svojom platformom upravlja iz Sjedinjenih Američkih Država. Ti prenosi pokriveni su klauzulama iz tačke 4. Infobip je registrovan u Evropskoj uniji. Stripe obrađuje podatke radionice za naplatu, a ne podatke njenih klijenata — nijedan podatak o klijentima iz aplikacije ne šalje se Stripe-u.
Kontakt
Pitanja o ovom Ugovoru: hello@servistermin.com, BIGGER PICTURE ENTERPRISE LLC, 501 Silverside Rd, Ste 105-212, Wilmington, DE 19809, Sjedinjene Američke Države.