Data Protection Agreement

Customer and Cloud Elements have agreed to this Data Protection Addendum (“DPA”) as of the date of the agreement into which it is incorporated (“Agreement”). This DPA applies to all Services provided by Cloud Elements to Customer that involve the processing
by Cloud Elements of any Personal Data provided to Cloud Elements under the Agreement on behalf of Customer pursuant to or in connection with the Services (“Customer Personal Data”).

The terms used in this DPA shall have the meanings set forth in this DPA. Capitalized terms not otherwise defined herein shall have the meaning given to them in the Agreement. Except as modified below, the terms of the Agreement shall remain in full force and effect.

In consideration of the mutual obligations set out herein, the parties hereby agree that the terms and conditions set out below shall be added as an addendum to the Agreement. Except where the context requires otherwise, references in this DPA to the Agreement are to the Agreement as amended by and including this DPA. The following obligations shall only apply to the extent required by Data Protection Laws with regard to the relevant Customer Personal Data, if applicable.

1. Definitions

1.1  In this DPA, the following terms shall have the meanings set out below and cognate terms shall be construed accordingly.

1.1.1   “Data Protection Lawsmeans, as applicable: (a) Regulation 2016/679 of the European Parliament and of the Council on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (the “GDPR”); (b) the California Consumer Privacy Act of 2018, Cal. Civ. Code §§ 1798.100 et seq. (“CCPA”); and (c) any other applicable data privacy and security laws and regulations.

1.1.2   “EEAmeans the European Economic Area.

1.1.3   “Personal Data” means information that identifies, relates to, describes, is reasonably capable of being associated with, or could reasonably be linked, directly or indirectly, with a particular individual or household.

1.1.4   “Services” means, unless otherwise defined in the Agreement, the integration platform as a service (“iPaaS”) solution as described in the Order and the Agreement that enables Users to (a) publish, integrate, aggregate and manage APIs to quickly connect entire categories of cloud services using uniform APIs and (b) synchronize data between multiple cloud services through access to and use of the Platform.

1.1.5   “Standard Contractual Clauses” means the European Commission Standard Contractual Clauses for the Transfer of Personal Data to Processors Established in Third Countries (2010/87/EU) (the text of which is available at:, as amended from time to time.

1.1.6   “Subprocessor” means any person appointed by or on behalf of Cloud Elements to Process Customer Personal Data in connection with the Services provided under Agreement.

1.2  The terms “Controller,” “Data Subject,” “Personal Data Breach,” “Processing,” “Processor,” and “Supervisory Authority” shall have the same meaning as in the GDPR, and their cognate terms shall be construed accordingly.

1.3  The word “include” shall be construed to mean include without limitation, and cognate terms shall be construed accordingly.

2.  Processing of Customer Personal Data

2.1  2.1 While providing the Services to Customer pursuant to the Agreement, Cloud Elements may Process Customer Personal Data on behalf of Customer as per the terms of this DPA. The parties acknowledge and agree that, with regard to the Processing of Customer Personal Data, Customer may be either the Controller or a Processor when it processes Personal Data of Customer or clients of Customer (“Clients”). Consequently, Cloud Elements is a Processor where Customer is a Controller, or a Subprocessor when Customer is acting as a Processor on behalf of Customer and Clients. In some circumstances Customer may be a Processor, in which case Customer appoints Cloud Elements as Customer’s Subprocessor, which shall not change the obligations of either Customer or Cloud Elements under this DPA, as Cloud Elements will remain a Processor with respect to Customer in such event. Cloud Elements shall only retain, use, or disclose Customer Personal Data as necessary for Cloud Elements’ performance of its obligations under the Agreement and only in accordance with Customer’s instructions. Cloud Elements must not sell any Customer Personal Data as the term “selling” is defined in the CCPA. Cloud Elements agrees to refrain from taking any action that would cause any transfers of Customer Personal Data to or from Customer to qualify as “selling personal information” under the CCPA.

2.2 2.2 Cloud Elements shall not Process Customer Personal Data other than on Customer’s documented instructions unless Processing is required by Data Protection Laws to which Cloud Elements is subject, in which case Cloud Elements shall, to the extent permitted by Data Protection Laws, inform Customer of that legal requirement before Processing Customer Personal Data. For the avoidance of doubt, the Agreement, including any related Order entered into by Customer, shall constitute documented instructions for the purposes of this DPA. Customer shall be, or shall require Clients to be, responsible for: (a) giving adequate notice and making all appropriate disclosures to Data Subjects regarding Customer’s use and disclosure and Cloud Elements’ Processing of Customer Personal Data; and (b) obtaining all necessary rights, and, where applicable, all appropriate and valid consents to disclose such Customer Personal Data to Cloud Elements and to permit the Processing of such Customer Personal Data by Cloud Elements for the purposes of performing Cloud Elements’ obligations under the Agreement or as may be required by Data Protection Laws. Customer shall notify Cloud Elements of any changes in, or revocation of, the permission to use, disclose, or otherwise Process Customer Personal Data that would impact Cloud Elements’ ability to comply with the Agreement, or Data Protection Laws to which Cloud Elements is subject.

2.3  Annex A to this DPA sets out certain information regarding Cloud Elements’ Processing of the Customer Personal Data.

3. Security

3.1  Information security policies of the Cloud Elements are reviewed at least annually and refined as necessary to keep current with modern threats and in line with updates to broadly accepted international standard ISO/IEC 27001. Cloud Elements’ follows a mandated set of employment verification requirements for all new hires, including supplemental employees. These standards also apply to wholly owned subsidiaries and joint ventures. The requirements, which may be subject to change, include, but may not be limited to, criminal background checks, proof of identity validation, and additional checks if the candidate previously worked for a government entity. Each Cloud Elements employee is responsible for implementing the above requirements in its hiring process as applicable and permissible under local law.

3.2  Cloud Elements’ employees are required to complete security and privacy education annually and certify each year that they will comply with Cloud Elements’ ethical business conduct, confidentiality, and security requirements, as set out in Cloud Elements’ Acceptable Use Policy.

3.3  Security incidents are handled in accordance with Cloud Elements’ incident management and response policies, taking into account data breach notification requirements under Data Protection Laws.

3.4  The core functions of Cloud Elements’ cyber security incident management practice are conducted by Cloud Elements’ Computer Security Incident Response Team (IRT). IRT is managed by Cloud Elements’ Chief Information Security Office and is staffed with incident managers and outsourced forensic analysts. National Institute of Standards and Technology, United States Department of Commerce (NIST) and ISO guidelines for computer security incident handling have informed the development and remain the foundation of Cloud Elements’ incident management processes. IRT coordinates with other functions within Cloud Elements’ to investigate suspected incidents, and if warranted, define, and execute the appropriate response plan. Upon determining that a Personal Data Breach, has occurred that affects Customer, Cloud Elements will notify Customer within 72 hours of being aware of the breach. The notification given will provide at least:

  • Nature of the breach
  • The name and contact details of the Chief Information Security Office
  • If known, the likely consequences of the breach
  • The current measures taken or proposed to be taken to address the breach an mitigate its adverse effects.

3.5  Access, Intervention, Transfer and Separation Control

3.5.1  Cloud Elements’ architecture maintains logical separation of Customer Personal Data. Internal rules and measures separate data processing, such as reading, inserting, copying, amending, making available, deleting, and transferring Customer Personal Data, according to the contracted purposes. Access to Customer Personal Data is allowed only by authorized personnel in accordance with principles of segregation of duties, strictly controlled under identity and access management policies, and monitored in accordance with Cloud Elements’ internal privileged user monitoring and auditing program.

3.5.2  Cloud Elements’ privileged access authorization is individual, role-based, and subject to regular validation. Access to Customer Personal Data is restricted to the level required to deliver services and support to Customer (i.e., least required privilege).

3.5.3  Transfer of Customer Personal Data within Cloud Elements’ network takes place on wired infrastructure and behind firewalls, without the use of wireless networking.

3.5.4  Upon expiration or cancellation of the Services, Customer Personal Data is rendered unrecoverable in conformity with NIST guidelines for media sanitization, or earlier upon Customer’s request.

3.6  Service Integrity and Availability Controls

3.6.1  Cloud Elements undergoes static and dynamic testing and vulnerability scanning prior to major production releases. Additionally, penetration testing, vulnerability scanning, is performed regularly by Cloud Elements and authorized independent third parties. Modifications to operating system resources and application software are governed by Cloud Elements change management policies.

3.6.2  Cloud Elements maintains working network firewalls to protect data accessible via the internet and will keep all Customer Personal Data protected by the firewall at all times. Changes to network devices and firewall rules are also governed by the change management policies and are separately assessed for security risk prior to implementation.

3.6.3  Cloud Elements’ data center services within AWS support a variety of information delivery protocols for transmission of data over public networks, such as HTTPS, HSTS, SSH, and SSL. Cloud Elements’ systematically monitors production data center resources 24×7. Internal and external vulnerability scanning is regularly conducted by authorized administrators to help detect and resolve potential exposures.

3.6.4  Cloud Elements has business continuity and disaster recovery plans, which are developed, maintained, verified, and tested in compliance with the ISO 27001 Information Security Controls. Recovery point and time objectives for the Services are established according to their architecture and intended use. Backup data intended for off-site storage, if any, is encrypted prior to transport.

3.6.5  Security configuration and patch management activities are performed and reviewed regularly. Cloud Elements’ infrastructure is subject to emergency planning concepts, such as disaster recovery and multiple AWS servers available in regions throughout the country. Business continuity plans for Cloud Elements’ infrastructure are documented and regularly revalidated.

3.6.6  Cloud Elements maintains best of breed anti-virus software and scanning technologies, and regularly updated signature files, to ensure that all operating systems, software and other systems hosting, storing, processing, or that have access to Customer Personal Data and are known to be susceptible or vulnerable to being infected by or further propagating viruses, spyware and malicious code, are and remain free from such viruses, spyware and malicious code. Cloud Elements will mitigate threats from all viruses, spyware, and other malicious code that are or should reasonably have been detected.

3.7  Activity Logging, Input Control. Cloud Elements policy requires administrative access and activity in the computing environments to be logged and monitored, and the logs to be archived and retained in compliance with Cloud Elements’ records management plan. Changes made to production are recorded and managed in compliance with Cloud Elements change management policy.

3.8   Physical Security, Entry Control

3.8.1  Cloud Elements maintains physical security standards designed to restrict unauthorized physical access to offices. Cloud Elements uses AWS and their data centers are limited controlled access and monitored by surveillance cameras. Access is allowed only by authorized personnel

3.8.2  Delivery areas and loading docks where unauthorized persons may enter the premises are strictly controlled. Deliveries are scheduled in advance and require approval by authorized personnel. Personnel who are not part of the operations, facilities, or security staff are registered upon entering the premises and are escorted by authorized personnel while on the premises.

3.8.3  Upon termination of employment, employees are removed from the access list and required to surrender their access badges. Use of access fobs is logged.

3.9  Compliance. Cloud Elements information security standards and management practices are aligned to the ISO/IEC 27001 standard for information security management. Assessments and audits are conducted regularly by Cloud Elements to track compliance with its information security standards. Additionally, independent third-party industry standard audits are performed annually on all Cloud Elements production systems maintained in AWS data centers.

3.10  Encryption

3.10.1  Cloud Elements maintains the following encryption standards:

  • Accepted Encryption Algorithms for stored data;
  • Public key encryption must use a 2048-bit (or larger) RSA public key;
  • Symmetric encryption must use AES 256 bit, CBC mode;
  • API servers must use TLS 1.2 SSL with SHA-256 and 2048-bit public keys;
  • The SHA-2 family of hashes. PBKDF2 (SHA1 + HMAC), key derivation functions;
  • random number generators

3.10.2  Customer (1) confirms that the above measures provide an adequate level of protection for the Customer Personal Data, and (2) will ensures that only authorized Cloud Elements will have access to perform the Customer’s requests.

4.  Data Sharing

4.1  To the extent permitted by law, Cloud Elements will inform Customer without delay of any Data Subject’s requests for rectification, deletion, blocking of data, and enforcement of privacy rights in accordance with applicable law, complaints from Data Subjects, or objections from competent regulators. If Customer is obliged to provide information regarding Customer Personal Data to third parties (including Data Subjects or competent regulators), Cloud Elements will provide reasonable support to Customer to the extent necessary, provided that (a) Customer has submitted its request for assistance to Cloud Elements in writing; and (b) Customer agrees to pay the cost of any support (including internal resources) provided by Cloud Elements or its Subprocessors) based on the rates set out in Cloud Elements’ price list for consulting services in excess of four hours per year.

4.2  Cloud Elements will not disclose Customer Personal Data to any unauthorized third-party subject to mandatory law. If a government demands access to Customer Personal Data, Cloud Elements will notify Customer prior to disclosure unless prohibited by law.

4.3  Cloud Elements shall take reasonable steps to ensure that individuals that process Customer Personal Data are subject to obligations of confidentiality or are under an appropriate statutory obligation of confidentiality.

5.  Personal Data Breach. Upon determining that a Personal Data Breach has occurred that affects Customer, Cloud Elements will notify Customer within 72 hours, after becoming aware of a breach of security in respect of the Services leading to the accidental or unlawful destruction, loss, alteration, unauthorized disclosure of, or access to, Customer Personal Data transmitted, stored, or otherwise processed by Cloud Elements.

6.   Subprocessors. Cloud Elements may engage the Subprocessors listed in Annex A and any other such Subprocessors as Cloud Elements considers reasonably appropriate for the Processing of Customer Personal Data in accordance with this DPA, provided that Cloud Elements shall notify Customer of the addition or replacement of such Subprocessor and Customer may, on reasonable grounds, object to a Subprocessor by notifying Cloud Elements in writing within 10 days of receipt of Cloud Elements’ notification, giving reasons for Customer’s objection. Upon receiving such objection, Cloud Elements shall: (a) work with Customer in good faith to make available a commercially reasonable change in the provision of the Services which avoids the use of that proposed Subprocessor; and (b) where such change cannot be made within 10 days of Cloud Elements’ receipt of Customer’s notice, Customer may by written notice to Cloud Elements with immediate effect terminate the portion of the Agreement to the extent that it relates to the Services which require the use of the proposed Subprocessor. This termination right is Customer’s sole and exclusive remedy to Customer’s objection of any Subprocessor appointed by Cloud Elements. Cloud Elements shall require all Subprocessors to enter into an agreement with equivalent effect to the Processing terms contained in this DPA. Cloud Elements shall remain fully liable for all the acts and omissions of each Subprocessor.

7.  Audit

7.1   Cloud Elements and its Subprocessors have obtained the standard security certifications and personal data seals and marks listed at the following Web pages for Cloud Elements Services:

7.2    Upon Customer’s written request, Cloud Elements will provide Customer with the most recent certifications or summary audit reports concerning the security measures for the Cloud Elements computing environment used to provide the Services. Cloud Elements will reasonably cooperate with Customer by providing available additional information to help Customer better understand such security measures. To the extent it is not possible to otherwise satisfy an audit obligation mandated by applicable law, only the legally mandated entity (such as a governmental regulatory agency having oversight of Customer’s operations) or legally mandated functions within such entity (such as the internal controls function) may conduct an onsite visit of the facilities used to provide the Services, and only in a manner that causes minimal disruption to Cloud Elements’ business. Unless mandated by law, no audits are allowed within an AWS data center for security and compliance reasons.

7.3  Audits may only occur during normal business hours, and where possible only after reasonable notice to Cloud Elements (not less than 20 days’ advance written notice). Audits will be conducted in a manner that does not have any adverse impact on Cloud Elements’ normal business operations. Customer shall comply with Cloud Elements’ standard safety, confidentiality, and security procedures in conducting any such audits. Any records, data, or information accessed by Customer in the performance of any such audit will be deemed to be the Confidential Information of Cloud Elements. Customer agrees to pay the costs of any support provided by Cloud Elements (including internal resources) based on the rates set out in Cloud Elements’ price list for consulting services in excess of four hours per year.

7.4  The Cloud Elements obligations stated in this Section 7 (and, as applicable, in Clause 12 paragraph 2 of the Standard Contractual Clauses) shall be replaced and superseded in their entirety by the Cloud Elements or its Subprocessors obtaining a personal data protection seal or mark, or by the adherence to a certification mechanism or a code of conduct, considered by the European Data Protection Board or the Supervisory Authorities as an element to demonstrate sufficient guarantees of appropriate safeguards.

8.  Cloud Elements Privacy Contact. The Cloud Elements privacy contact can be contacted at

9.  Return or Deletion of Customer Personal Data. Unless otherwise required by applicable law, Cloud Elements will destroy or return Customer Personal Data within a reasonable period in a reasonable and common format upon receiving written instructions from the Customer prior to termination or expiration, provided that the Customer Personal Data is available to Cloud Elements.

10.  Transborder Data Processing. If Personal Data originates from the EEA, U.K. (if no longer part of the EEA), or Switzerland and is transferred by Customer to Cloud Elements for Processing in a country not subject to an adequacy decision in accordance with the GDPR (“Data Transfer”), the parties will conduct such Data Transfer in accordance all applicable laws. The parties hereby agree to the Standard Contractual Clauses (which will be deemed executed by the parties as of the effective date of this DPA), and the following terms will apply: (a) Customer will be referred to as the “Data Exporter” and Cloud Elements will be referred to as the “Data Importer” in such clauses with relevant company name and address details from the Agreement being used accordingly; (b) details in Annex A to this DPA will be used to complete Appendix 1 of those clauses; (c) details in Section 3 (Security) of this DPA will be used to complete Appendix 2 of those clauses; and (d) if there is any conflict between this DPA or the Agreement and the Standard Contract Clauses, the Standard Contract Clauses will prevail.

ANNEX A: Details of the Processing

Description of the Controller

Customer and/or its respective customers shall be the Controller of certain Personal Data provided to Vendor Cloud Elements to provide the Services.

Nature of Services provided by Cloud Elements Vendor:

Cloud Elements provides an API integration platform that enables Customer to integrate with the ecosystem of cloud applications used by their customers and partners in a normalized fashion.

Type(s) of Personal Data processed, for example but not exhaustively:

Identification and contact data (name, title, address, phone number, email address); financial information (account details, payment information); purchase and usage information

Special categories of data (if applicable), for example but not exhaustively:

Not Applicable

Categories of Individuals:

Prospects, customers, business partners and vendors of Customer’s customers (who are natural persons).

Employees, clients or contact persons of Customer’s prospects, customers, business partners and vendors.

Employees, agents, advisors, freelancers (past, potential, present and future) and clients of Customer’s customers (who are natural persons).

Customer’s customers’ end-users authorized to use the Services.

Nature of Processing Operations:

The Personal Data processed by Cloud Elements or its subprocessors will be subject to the processing activities described in the Agreement, SOWs, or purchase orders for the Services subject to this DPA. Personal Data may be Processed only to comply with Customer’s instructions issued in accordance with this DPA.

Subprocessor List

Amazon Web Services – infrastructure services

IntelligentBee – provide technical support services to customers of Cloud Elements.

Zendesk – customer service and engagement platform used to track customer support services requests.