Switching and export

The Customer may at any time switch to another provider, transfer their data to their own systems or have their data deleted. The rules for this are set out in article 10 of the terms and conditions. This page describes which data the Customer receives, in which format and how the process works. It forms part of the agreement.

All Customer Data: all data that the Customer or their Users enter into the Service or that the Service records for the Customer, with the associated metadata (such as timestamps and who created something). These are the following categories:

• Organisation, Users and team members, with their roles and permissions.
• Companies and contact persons, with custom fields and labels.
• Visits, notes, tasks, appointments, projects and opportunities.
• Trade fair leads and enquiries from prospective buyers.
• Transcripts and summaries of conversations held with the Voice functionality, and chat messages.
• Files and recordings that are being retained at that time. Voice recordings are deleted within 24 hours in accordance with the privacy policy.
• Settings the Customer has configured themselves, such as custom fields, labels, pipeline stages and signal sources.
• Usage data and the audit log.

The SUUS software, and the workflows, instructions (prompts), conversation flows, models and logic with which the Service recognises, summarises, scores, links and automates, including where SUUS has configured these for the Customer. These are trade secrets of SUUS. They do not hinder the switch: all Customer Data is included, as raw data.

• Data as JSON: a structured, commonly used and machine-readable format, per data type with the fields as they appear in the application. On request also as CSV per data type, which can be opened in a spreadsheet or imported into another CRM.
• Files in their original format, such as PDF, images and audio.
• The Customer may request an export at any time, including during the term, by e-mail to info@suusiq.com. SUUS provides a secure download link within 5 working days. An export is free of charge.

• Cancellation. By e-mail to info@suusiq.com, stating the choice: switching to another provider (which one), transferring to own systems, or deleting everything. This is also possible during the term. The notice period is one month; the Service continues to run during that time. If the Customer opts for deletion, the agreement ends at the end of the notice period.
• Transition. In the case of switching or transferring, a transition period of no more than 30 days follows, which the Customer may extend once. The Service continues to run, SUUS delivers the export and provides reasonable assistance with the switch. The agreement ends as soon as the switch has been completed; SUUS confirms this by e-mail.
• Retrieval. After the end of the agreement, the data remains available for retrieval for at least 30 days, unless the Customer opted for deletion.
• Deletion. SUUS then deletes all Customer Data. Backups expire within 7 days. SUUS confirms the deletion by e-mail. Data that SUUS is legally required to retain, such as invoices, is kept for as long as the law requires.
• Costs. Switching, exporting and deleting are free of charge. If this takes place during a term after the trial period, the subscription fees for the remainder of that term are due as compensation for early termination; there are no other costs.

The database runs in the EU (Ireland) and the application on servers in Frankfurt. Some of the sub-processors process data outside the EU, mainly in the United States. The location and the legal basis for transfer of each sub-processor are listed on the sub-processors page.

SUUS IQ B.V. is a Dutch company and is subject to Dutch law. Sub-processors from the United States may be subject to US law, such as the CLOUD Act.

Measures against access by foreign governments that conflicts with EU or Dutch law: encryption in transit and at rest, transfers only on the basis of an adequacy decision (such as the EU-US Data Privacy Framework), standard contractual clauses or binding corporate rules, and SUUS itself does not disclose data to a foreign government without a legal basis in Union law or Dutch law. SUUS informs the Customer of any such request, insofar as it is permitted to do so.