Privacy Policy

1 GENERAL

This notice explains how, as a data controller, Isabel NV/SA (“we”, “us”, “our”) with offices at Keizerinlaan 13-15,
1000 Brussels, Belgium (phone: +32 2 545 17 11) processes personal data we collect from you through the
Clearnox website and service.

Isabel is part of Isabel Group which is composed of

• Isabel NV/SA, with offices at Keizerinlaan 13-15, 1000 Brussels, Belgium (phone: +32 2 545 17 11);
• CodaBox NV/SA, with offices at Diestsepoort 1, 3000 Leuven, Belgium (phone: +32 2 880 84 80);
• Clearfacts BV/SRL, with offices at Posthoflei 1 / boîte 1A, 2600 Antwerpen, Belgium (phone: +32 3 369
55 66); and
• Clearnox SAS, with offices at 8 Rue Honoré de Balzac, 37000 Tours, France (phone: +33 2 47 60 65 96).

2 UPDATES TO THIS PRIVACY NOTICE

We reserve the right to modify this notice at any time, but will in any case do so in accordance with applicable
laws and regulations. We will inform you, when possible, of any substantial changes to this notice.

This notice was last modified and revised on the 09/12/2021.

3 INFORMATION WE COLLECT

3.1 CUSTOMER RELATIONSHIP
When you or your company becomes a customer of Isabel Group or one of its member companies, we collect
the following types of personal data about you:
a. Identification data: your name, email address, language preference and phone number, we will also
assign you or your company a customer number;
b. The products you or your company uses and invoicing information.

3.2 SERVICES REGISTRATION
When you request information about our services, we collect the following types of personal data about you:
a. Identification data: your name and title, address, phone number, email address and information about
your company, its number of banks used and potential users of the services;
pg. 2/7
b. We also collect all emails we exchange with you.
When you request a free trial or register to use our services, we collect the following types of personal data about
you:
a. Identification data: your name, your e-mail address, your telephone number;
b. The name of the company you work for;
c. Information you give us about how you got to know Clearnox.
When you request a web demo of the solution, we collect the following types of personal data about you:
a. Identification data: your email address, name, organization and turnover, as well as your telephone
number.
b. We also collect the message that you include in your request.

3.3 SERVICES USE
When you use the Clearnox services, we collect the following types of personal data about you:
a. Identification data: your name, email address, phone number and your IP address;
b. Data relating to security: security logs, connection and activity logs, and the user agent of your web
browser.
When you use the Clearnox services, you are and remain controller of any other personal data that are used; we
act as processor for these data.

3.4 CUSTOMER SUPPORT
When we initiate a screen sharing session with you, to support you in the use of our products, we collect the
following types of personal data about you:
a. Identification data: your name and email address;
b. Any information shared during the screen sharing session (audio and video).
When you contact us through our website or by phone, we collect the following types of personal data about
you:
a. Identification data: your name and title, email address and phone number;
b. The name of the company you work for;
c. Data relating to security: your IP address, security logs, connection and activity logs, and the user agent
of your web browser;
d. Any additional information you would include in the messages you are sending us; and/or
e. Any information shared during the call or through the contact form.
We may also collect, when you provide it, information relating to your personal assistant.
pg. 3/7

3.5 MARKETING
When you register for and/or attend an event we organise, we collect the following types of personal data about
you:
a. Identification data: your name and title, email address, job title and phone number;
b. Information relating to your company: your company name;
c. Any other information relating to the event.
We also collect personal data about you from other events organisers to which you have provided consent to
share those personal data with us.
When you register for and/or attend a webinar we organise, we collect the following types of personal data about
you:
a. Identification data: your name, email address, phone number, job title and IP address;
b. Data relating to your company: its name;
c. Data relating to security: security logs, connection and activity logs, and the user agent of your web
browser;
d. The questions you may send during the webinar;
e. Recording of webinars (oral reminder before recording begins).
When you participate in one of our surveys, we collect the following types of personal data about you:
a. Identification data: your name, email address, phone number, job title and IP address;
b. Data relating to your company: its name;
c. The responses you provided to the survey.
When you register to our newsletter, we collect the following types of personal data about you:
a. Identification data: your name, professional email and language preference;
b. Work information: your company name and address;
Your device and usage information are also collected when you read the newsletters.
When you request a whitepaper or other documentation to be sent to you, we collect the following types of
personal data about you:
a. Identification data: your name, professional email and language preference;
b. Work information: your company name, its turnover and your function.

3.6 WEBSITE BROWSING
While you browse our website, we collect the following types of personal data about you:
a. Identification data: your IP address;
b. Data relating to security: security logs, connection and activity logs, and the user agent of your web
browser;
c. When you allow us, we also collect data relating to your use of the website such as the pages you
consulted or if you already visited our website in the past.
pg. 4/7

4 PROCESSING PURPOSES

Your personal data is processed for the following purposes:
a. Where it is necessary for the performance of a contract between you and us or in order to take steps,
at your request, to enter into a contract:
i. To allow you and/or your company users to register and use our services.
ii. To send you important communications relating to your use of the services.
iii. To provide you with the information you have requested and answer your questions when you
contact us.
iv. To provide you with support when you face issues in your use our services.
v. To manage the relationship between you, our customer, and us and other members of the
Isabel Group.
vi. To invoice your company or relying parties for the use of our services.
vii. To ensure the security of our services, including your data.
viii. To allow you to register to and attend our webinars or our events.
b. Where you have given your consent:
i. To contact you, as per your request, and provide you with more information about our services.
ii. To contact you, as per your request, and book an appointment with you.
iii. To allow us to send you promotional offers and information on our and other members of the
Isabel Group products, in line with your choices.
iv. To send you surveys, allowing us to receive feedback allowing us to improve our products.
v. To collect your feedback on our products and services.
vi. To initiate screen sharing session when you request it to obtain support.
vii. To initiate a remote-control session when requested by you or Clearnox for assistance
viii. To place cookies on your browser and perform advanced statistics based on the information
Those cookies provide us.
c. Where necessary for our legitimate interests, as listed below, and where not overridden by your
interests or fundamental rights and freedoms:
i. To ensure the security of our and other Isabel Group applications, services, processes, websites
and databases.
ii. To retain a trace of our business relationships with you, as an Isabel Group existing or prospect
customer.
iii. To allow for business correspondence and business meetings to take place.
iv. To allow review of past calls for training of agents and for quality control.
v. To retain traces of actions taken during screen sharing sessions.
vi. To send existing customers information on the evolution of Isabel Group and its member
companies’ products; you may request these communications to stop at any time via an
unsubscribe link present at the bottom of every communication.
vii. To improve our services and develop new group-wide commercial offers by identifying e.g.
trends, recurrent issues, customer behaviours, through your use of our services;
viii. To advertise our services towards existing customers.
ix. To get non-nominative information on the visitors that consult Isabel Group websites.
For these purposes, we have conducted a balancing test, as the law requires, and have determined that,
taking into account the limited personal data collected, the processing performed and your reasonable
pg. 5/7
expectations, our legitimate interest in conducting these processing activities is not overridden by your
interests or fundamental rights and freedoms.
d. Where it is necessary for us to comply with our legal obligations, such as reporting crime or crime intent,
or tax reporting.

5 DISCLOSURE AND TRANSFER OF PERSONAL DATA

In order to deliver our services to you and for the above purposes, we need to share your personal data with:
a. Isabel and Isabel Group personnel with access on a “need to know” basis and to contractors who have
signed a confidentiality agreement with us.
b. Third party processors, located in Belgium, who support us in the processing of your personal data only
on our instructions and who are subject to appropriate confidentiality obligations:
i. SurveyAnyplace, who provides us with a survey solution.
ii. Tobania and MyForce, who provides and maintains our call centre and customer relationship
solutions.
c. Third party processors, located in France, who support us in the processing of your personal data only
on our instructions and who are subject to appropriate confidentiality obligations:
i. BPost, which allow us to send letters.
d. Third party processors, located in the European Economic Area, who support us in the processing of
your personal data only on our instructions and who are subject to appropriate confidentiality
obligations:
i. Microsoft, who provides and maintains our customer relationship and screen sharing solutions.
ii. Google Analytics, who provides us with simple statistics on the number of unique visitors on
our website.
iii. Google Drive, which provides us with a document storage solution.
iv. Google Suite, which gives us a tool and software solution for productivity.
v. OVH, who provides hosting services for our website.
e. Third party processors located in the United States of America, who support us in the processing of your
personal data only on our instructions and who are subject to appropriate confidentiality obligations:
i. Zoom, who provides us with a webinar solution.
ii. MailChimp, who allows us to send bulk mailings for newsletters and marketing campaigns.
iii. Salesforce, which provides us with a customer relationship management solution.
iv. Atlassian, which provides us with a ticket management solution.
v. ZenDesk, which hosts our customer support solution.
vi. TeamViewer, which allows us to support you through screen sharing.
vii. Ringover, which provides us with our telephony solution.
viii. GoToMeeting, which allows us to host webinars.
ix. TableauSoftware, used for BI purposes.
x. Woodpecker, which provides us with a marketing automation tool.
f. Third party processors located in the United Kingdom, which support us in the processing of your
personal data only on our instructions and which are subject to appropriate confidentiality obligations:
i. PLEZI, a marketing automation tool.
g. Government institutions or regulatory bodies in compliance with our reporting obligations.
pg. 6/7

6 DATA SECURITY AND RETENTION

Your personal data is and will be kept strictly confidential.
We take all reasonable steps to protect your personal data. This includes setting up processes and procedures to
minimise the unauthorised access to, or disclosure of your personal data. We ensure that the third parties we
share your personal data with also have adequate security measures in place.
We will store your personal data for as long as it is necessary to achieve the purposes defined in section 4
(Processing Purposes), with maximum retention periods as defined below:
a. Data collected to create a personal account on our platform will be kept for as long as your account is
not deleted (upon your or your company’s request);
b. Contact information and information used to allow you to sign contracts digitally will be kept until the
end of our contractual relationship.
c. Basic customer data and billing information will be kept for 10 years after the end of our contractual
relationship.
d. Data collected when you purchase services from us will be kept for 10 years after the end of our
contractual relationship.
e. Data collected when you use our services will be kept for 10 years after the end of our contractual
relationship;
f. Data collected when you contact us for questions or support will be kept for 10 years.
g. Data collected when you request information about our services will be kept for 3 years or until you
request us to delete your data.
h. Calls and screen sharing recording will be kept for 1 month.
i. Data collected for statistics purposes will be kept for 14 months.
j. Data collected to allow you to register and attend our webinars will be kept for 12 months.
k. Data collected to allow you to register and attend our events will be kept for 1 month after the events
take place.
l. Data collected through surveys will be kept for 12 months.
m. Technical and security logs will be kept for a maximum of 6 months.
n. Data backups, created for security reasons, are kept for 4 weeks;
o. Data collected for marketing purposes will be kept for as long as we have your consent.

7 CHILDREN

Users of Clearnox services must be at least 18 years old.

8 AUTOMATED DECISION-MAKING AND PROFILING

No automated decisions will be taken about you, nor will profiles be made as part of the processing described in
this notice.
pg. 7/7

9 YOUR RIGHTS

You have the right to ask us for a copy of your personal data, to ask us to correct, delete or restrict (stop any
active) processing of your personal data and to obtain the personal data you provided us in a structured, machinereadable format. In addition, you can object to the processing of your personal data in some circumstances (in
particular when we do not have to process your personal data to meet a contractual or other legal requirement).
Where we have asked for your consent, you may withdraw this consent at any time; however, this will not affect
processing that has already taken place before the withdrawal. You may withdraw your consent, linked to our
use of cookies, by deleting the cookies linked to our domain.
You may exercise the above-mentioned rights by contacting us as described in the “Contact us” section below.
These rights may be limited, for example if fulfilling your request would reveal personal data about another
person, or if you ask us to delete information that we are required to keep by law or that we have a compelling
legitimate interest to keep.
If you have unresolved concerns, you have the right to complain to the Data Protection Authority:
https://www.dataprotectionauthority.be/.

10 CONTACT US

If you have any questions about this Privacy Notice or wish to contact us for any reasons in relation to the
processing of your personal data, please contact our Data Protection Officer at Isabel NV/SA, by sending an email
to privacy@isabelgroup.eu, or by sending a dated and signed request to Isabel NV/SA, Keizerinlaan, 13-15, 1000
Brussels, Belgium.