Version 1.0, 20/10/2026
This agreement forms part of the agreement under which Deltastring Ltd (“Deltastring”, “processor”) provides the Deltastring service to the customer (“Customer”, “controller”) (the “Main Agreement”). It applies where Deltastring processes personal data on the Customer’s behalf and meets Article 28 of the UK GDPR and, where it applies, the EU GDPR.
It is incorporated by reference into the Main Agreement and applies to every customer. A countersigned copy is available on request from hello@deltastring.com.
Terms such as “personal data”, “processing”, “controller”, “processor”, “data subject” and “personal data breach” have the meanings given in the UK GDPR. “Data Protection Law” means the UK GDPR, the Data Protection Act 2018, and where applicable the EU GDPR. “Sub-processor” means a third party Deltastring engages to process Customer Personal Data. “Customer Personal Data” means personal data Deltastring processes for the Customer under the Main Agreement.
| Subject matter | Provision of the Deltastring Zendesk configuration management service, including the web app and the MCP server. |
| Duration | The term of the Main Agreement, plus the deletion periods in section 9. |
| Nature | Collection (by syncing from the Customer’s Zendesk on schedule or on request), storage, comparison, display, transmission to AI assistants the Customer connects, change staging and application to the Customer’s Zendesk on the Customer’s instruction, backup, and deletion. |
| Purpose | To let the Customer view, check, version, compare and change its Zendesk configuration, and to keep a reversible record of changes. |
| Categories of data subjects | The Customer’s Zendesk staff (agents and admins); the Customer’s own Deltastring users; people named in configuration content (for example in a macro or trigger); the Zendesk users and organisations an on-demand user tool acts on, when the Customer runs one; and, only where the Customer has switched on Escalations, the requesters and others named in the tickets read. |
| Categories of personal data | Staff: name, email address, role, active or suspended status, last sign-in time, group memberships. Personal data appearing inside configuration and Help Centre content. Deltastring users: name, email, role, activity in the app. For on-demand user tools: the user fields the request supplies or needs, processed in memory and not stored, except that each applied change is logged with the values it replaced, kept for 90 days. For Escalations: ticket content, in memory only (see the Escalations section). |
| Data handling | Deltastring changes the Customer’s Zendesk configuration. When the Customer asks it to, it also updates users and organisations: the Customer sees each change before it is made, only editors can make it, every change is logged with what it replaced, and it can be undone. Deltastring does not read or store ticket content, and does not export the Customer’s people data. Synchronisation does not fetch ticket content, end-user records or organisation records. Ticket content is read only by the Escalations feature, only on connections where the Customer has switched on the Escalations opt-in, and only as described in the Escalations section. |
| Special category data | Not intended. The Customer should not place special category data in configuration. |
Deltastring processes Customer Personal Data only on the Customer’s documented instructions. The Main Agreement, the Customer’s use and configuration of the service (including which connections, schedules and AI clients it authorises), and this agreement are the Customer’s complete instructions. Deltastring will tell the Customer if it believes an instruction breaks Data Protection Law. A tool call made by an AI assistant using a token the Customer authorised is an instruction from the Customer.
Deltastring limits access to Customer Personal Data to Deltastring personnel who need it.
Deltastring maintains the technical and organisational measures in Annex 1, which it may update provided the overall level of protection does not fall.
6.1 The Customer gives general authorisation for Deltastring to engage sub-processors. The current list is at https://deltastring.com/legal/sub-processors/.
6.2 Deltastring will give at least 30 days’ notice of a new or replacement sub-processor by updating the list and emailing the account owner.
6.3 The Customer may object on reasonable data protection grounds within that period. The parties will discuss the objection in good faith; if it cannot be resolved, the Customer may terminate the affected part of the service and receive a pro-rata refund of prepaid fees for it.
6.4 Deltastring imposes data protection terms on each sub-processor that are no less protective than this agreement and remains liable for its sub-processors.
Customer Personal Data is hosted in the Netherlands, in the EU, and in the UK. Where a sub-processor processes it in, or accesses it from, a country without adequacy, Deltastring relies on the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses, and the EU Standard Contractual Clauses (Module 3, processor to processor) as applicable, together with any supplementary measures needed.
Deltastring will, taking into account the nature of the processing:
On termination, or when the Customer deletes a connection or its account, Deltastring deletes the affected Customer Personal Data: connections, snapshots and change history immediately; remaining account personal data after a 60-day cooling-off period, or immediately on request. A copy of a connection’s version history held on Deltastring’s UK hosting provider is not removed automatically; Deltastring deletes it on the Customer’s request. Database backups containing the data age out as the 14 most recent copies are replaced, about two weeks. Before deletion the Customer can export its configuration from the app. Deltastring may keep data where law requires it, and keeps it confidential.
Deltastring will make available the information reasonably needed to show compliance with this agreement, including written answers to security questionnaires. Deltastring holds no third-party security certification. The Customer may audit, on at least 30 days’ notice, no more than once a year unless a breach or regulator requires otherwise, at its own cost, during business hours and without access to other customers’ data.
Each party’s liability under this agreement is subject to the limits in the Main Agreement. If this agreement and the Main Agreement conflict on data protection, this agreement prevails.
The law and courts of England and Wales, as in the Main Agreement.
This section applies only to a connection on which the Customer has switched on the Escalations opt-in. On any other connection Deltastring reads no ticket content.
What is processed. When an Escalation is run, Deltastring reads the Zendesk ticket, its comments and the requester’s other tickets. Deltastring does not look up user records or organisation records, and does not search.
Purpose. To produce a brief that helps the Customer’s agent handle an escalation, on the instruction of the Customer’s agent who triggered it.
In memory only. Deltastring processes ticket content in memory for the duration of the run and does not store it. Ticket content is not written to Deltastring’s database, logs or audit records.
Where the brief goes. The brief is posted as an internal note in the Customer’s own Zendesk.
The AI model. The ticket context is passed to the AI model, and the connectors it uses, that the Customer has chosen and controls. Deltastring does not supply or resell model usage for this feature. The AI provider acts under the Customer’s own agreement with it and is not a Deltastring sub-processor. The Customer is responsible for that agreement, for any transfer of personal data to that provider, and for choosing a provider whose terms suit the data in its tickets.
What Deltastring keeps. Deltastring stores the outcome of an Escalation at configuration level only: a configuration problem identified, references to the configuration objects concerned, and a count. An outcome is linked to tickets only by a shared tag that exists in the Customer’s Zendesk. Deltastring does not store ticket identifiers with an outcome.
Audit. The audit record shows that a ticket read happened. It does not record which ticket was read.
Instructions. An Escalation run by a Customer user, or by an AI assistant using a token the Customer authorised, is an instruction from the Customer under section 3.
The full description is on the security page, https://deltastring.com/security/.