Privacy policy

This translation is provided for information: in case of any difference, the French version prevails.

1. Who processes your data?

The Tikivio operator, FACILICLIC, is the controller for processing related to accounts, billing, service security and its audit log, the prevention of abuse and the handling of reports, support requests and product requests, the contact form and this website’s audience measurement.

For the data of requesters and end customers that a subscribing organisation manages in Tikivio, that organisation is the controller and the operator acts as its processor, on its instructions, under the data processing agreement accepted on behalf of each organisation.

2. Which data?

• Accounts: name, e-mail address, password (hashed, never stored in clear), language, time zone, two-factor secret (encrypted), date of the last sign-in, version of the terms accepted and date of that acceptance.
• Sessions: IP address and browser of the session, for account security.
• Organisation content: requests, messages, attachments, tasks and requester data.
• Billing: billing details, invoices, payment references. Tikivio never receives or stores a card number.
• Acceptance of the data processing agreement: name and e-mail address of the person who accepts it on behalf of the organisation, IP address, date, version and text accepted, list of sub-processors on that date.
• Audit log: author, date, IP address and nature of sensitive operations (strong sign-ins, settings, rights, billing, exceptional access).
• Contact form: name, e-mail address, optional company, subject, message, page of origin, language, date and version of the consent. The message may be recorded as a request in the operator’s support tool (Tikivio itself) so that it can be handled and followed up.
• Support requests: name, e-mail address, organisation and plan of origin, state of its subscription, role and rights in the organisation (administrator, subscription management), account language, page of the application the request is sent from, IP address of the sending (audit log of the organisation of origin) and content of the exchanges, when a user writes to Tikivio support; these requests are handled and followed up in the operator’s support tool (Tikivio itself).
• Website audience measurement: access log of the website pages with a truncated IP address (the last digits are removed before writing), aggregated daily; no cookies or trackers.
• Server technical logs: full IP address, date, requested address and browser of each request sent to the application (including contact form submissions, the widget and the portal) and of the website’s redirections to its secure (https) version, for security and troubleshooting.
• Abuse prevention: counters of sensitive actions (sign-up, sign-in, forgotten password, verification codes, invitations, requests, reports), kept as fingerprints computed from the IP address, the e-mail address or the account — a fingerprint does not let anyone read the address back, but it remains personal data; blocks set by the operator (an e-mail address by its fingerprint only; a domain name, an IP address or an address range in clear; a reason); record of the e-mails sent by the platform and notices received from the sending provider (category of the e-mail, organisation, message identifier, fingerprint and domain name of the recipient’s address — never the address); addresses Tikivio no longer writes to for a time (fingerprint and domain name); memory of the trials opened — when an organisation is created, a fingerprint of the creator account’s e-mail address, a fingerprint of the domain name of that address when it is a company domain (none for a public mail provider), the organisation’s number and the date, never the address or the domain name.
• Abuse reports (the “Report abuse” form and e-mails received at abuse@tikivio.com): category, location of the reported content, explanation, date, and the reporter’s name and e-mail address if given — they are optional for content involving a minor. The report is recorded as a request in the operator’s support tool (Tikivio itself); a register keeps, for each report, its category, its language, its date and the fingerprint of the reporter’s address, and, for each case, the target of the report, the decision, the measures taken and their dates. Until the request could be created, the text of the report and the reporter’s details stay in that register.
• Trusted IP addresses: IP addresses of its offices that a subscribing organisation declares, with the reason for the declaration — data the organisation entrusts to Tikivio, processed on its behalf under the data processing agreement.

3. Why, and on what basis?

• Providing the service and managing subscriptions, answering support requests: performance of the contract.
• Issuing and keeping invoices: legal obligation.
• Securing the service, preventing abuse and handling reports, and measuring the website’s audience without cookies: legitimate interest.
• Answering a contact form message: consent, which you can withdraw at any time.

4. For how long?

• Sessions: at most 12 hours of inactivity.
• Application technical logs and the website page access log: 30 days; system journal of the server (technical trace of scheduled tasks: date, task, technical number of the organisation and of the mailbox fetched, counters — no name, no address and no content): 30 days; general web server log (redirections to https): 14 days.
• Contact form messages: 365 days; when a message has been recorded as a request, that request, its exchanges and your requester details are deleted 365 days after the last exchange; anti-abuse counters of that form (fingerprints): 48 hours.
• Support requests (e-mails to Tikivio support, requests sent from the application and their follow-up on the portal): deleted 3 years after the last exchange, with their messages, attachments and attached data; e-mails received by support that did not lead to a request: 3 years after they were received.
• Data of a closed organisation: deleted after a 30-day cancellation period, whether or not an invoice remains due.
• Record of a deleted organisation (name, identifier, dates, reason for the closure) and its subscription history: kept with the invoices; the name, the identifier and the reason are erased from the record 5 years after deletion.
• Data of an organisation that is read-only after the end of its trial, of a cancelled period or of an unsettled payment default: closure scheduled after 30 days, then deletion 30 days later; the collection of its mailboxes stops as soon as it is read-only.
• Proof of acceptance of the data processing agreement: the term of the contract, then 5 years.
• Audit log: 12 months.
• User accounts: kept for as long as the account is attached to an organisation — as a member (even a deactivated one), as a requester with access to the portal of a subscribing organisation, or through a pending invitation. An account that is not attached to any organisation and that nobody has signed in to for 12 months is deleted automatically, after two e-mail notices sent 30 days and then 7 days before the deletion; signing in during that time is enough to keep it. An account whose address refuses the notice e-mails is not deleted automatically; it is deleted on request (section 8). An account that the operator has deactivated for abuse follows its own rule, stated below. You can also ask for your account to be deleted at any time (section 8). Deleting the account does not erase invoices, nor your name and e-mail address in the proof of acceptance of the data processing agreement you gave on behalf of an organisation (kept 5 years after that organisation is deleted), nor the audit log entries (period stated above), nor support requests or requests submitted through the contact form (periods stated above), nor the memory of the trials that account opened, kept as fingerprints (period stated below).
• Accounts whose e-mail address has never been confirmed, attached to no organisation and to no pending invitation: deleted 7 days after they were created, without notice, and without any trace of the account being kept. If the holder of the address answers “I did not create this account”, the account is deleted at once; the fingerprint of that address is kept for 32 days at most, so that no confirmation request is sent to it again for 30 days.
• Data of an organisation on the Free plan without a sign-in by a member or a new request for 12 months: deleted after e-mail notices to its administrators 30 days and then 7 days before, which offer an export of its data.
• Anti-abuse counters: 32 days at most after they are written, depending on the rule counted.
• Blocks set by the operator: 90 days at most; the entry is deleted when it expires or is lifted.
• Memory of the trials opened (to apply the trial limits, section 4 of the terms of service): entries deleted 12 months after the organisation was created. They are kept until then even if the account or the organisation is deleted in the meantime: without them, deleting an account and creating it again would be enough to get round those limits. They hold fingerprints only, which do not let anyone read back the address or the domain name.
• Record of the e-mails sent by the platform: 35 days; notices received from the sending provider (complaint, non-existent address, full mailbox): 12 months.
• Addresses Tikivio no longer writes to for a time: 90 days after a complaint by the recipient, 30 days after a non-existent address or one refused by the sending provider, 7 days after a full mailbox, counted from the latest notice; the entry is deleted 35 days after the stop ends. A stop set by the operator lasts until it is lifted. These stops never apply to invoices, subscription e-mails or password resets.
• Abuse reports: the recorded request (text of the report, reporter’s details, exchanges) and the register entry are deleted 12 months after the case is closed.
• Data of an organisation blocked for abuse: available to its members and exportable by its administrators during the 30-day appeal period; if no appeal is upheld, the closure is scheduled and the data is deleted 30 days later, unless the operator keeps it as evidence for a set period, when an authority requires it or proceedings are under way.
• Content withdrawn for abuse: inaccessible to everyone once withdrawn; the file is kept as evidence, then permanently deleted 90 days after the withdrawal, unless it is kept as evidence under the same conditions.
• Account deactivated by the operator for abuse: deleted 12 months after it was deactivated if it is no longer attached to any organisation — while it still is, it is kept, deactivated, and deleted on request (section 8); once the account is deleted, the fingerprint of its address remains blocked for 90 days at most.
• Trusted IP addresses declared by an organisation: until they are removed by an administrator of the organisation or by the operator, or until the organisation is deleted.
• Invoices: the legal accounting retention period.
• Encrypted backups: automatic rotation, 12 months at most for the oldest ones on the server; off-server copy: 17 months at most; a backup is never restored, except after an incident.

5. Who can access it?

Authorised users of each organisation, the operator for administration, support and the examination of a report (exceptional read-only access, with a reason and logged), the operator’s team that answers contact form messages and support requests from its support tool, and subprocessors for their task only. The artificial intelligence agent the operator uses to develop Tikivio reads no organisation content outside an authorised product request. The operator answers requests that authorities send it in the forms provided by law.

6. Transfers outside the European Union

Tikivio has chosen no location outside the European Union for the hosting of the service. For each provider, the Sub-processors page states the place of processing and the safeguard for any transfer. The platform’s e-mails are sent by Scaleway (Transactional Email). The fallback e-mails sent on behalf of an organisation that has connected no sending mailbox follow the same path. If conversation translation is turned on in the future, this page will be updated before it opens.

7. Security

Strict isolation between organisations, encrypted secrets, two-factor authentication, attachments outside the server’s public area, encrypted backups with restoration tested weekly, audit log.

8. Your rights

You have the rights of access, rectification, erasure, restriction, objection and portability. To exercise them, use the contact form or write to support@tikivio.com. If your data is managed by a subscribing organisation, contact it first. You can also lodge a complaint with the CNIL, the French data protection authority.

9. Cookies

This website sets no cookies. The application uses a single, strictly necessary session cookie: see the cookies page.

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