This Privacy Policy explains how DIDWW Ireland Limited (“DIDWW”, “we”, “us”, “our”) collects, uses, and protects Personal Data in connection with the contact.center™, including its multi-channel messaging and email marketing automation features, and related business services (“Services”).

Data Controller: DIDWW Ireland Limited

Registered address: 11 The Haven, Malahide, Co. Dublin, K36 R983, Ireland

Data Protection Officer (DPO): contactable via the email above.

DIDWW Ireland Limited is established in Ireland and is subject to the EU General Data Protection Regulation (GDPR).

DIDWW shall act in two distinct capacities:

• Data Controller: for data we process to operate our business – such as customer account creation, billing, support, marketing, and security. We determine the purpose and means of this processing.
• Data Processor: for data we process on behalf of our business customers who use the Messaging Platform to send or manage communications. DIDWW shall act strictly under their documented written instructions.

Our obligations in this capacity are governed by our Data Processing Addendum (“DPA”).

If your Personal Data is processed through one of our customers’ accounts (for example, you receive a message sent via the Platform), please contact that customer directly for privacy-related requests, as they remain the Data Controller.

We process the following categories of Personal Data when you use our Services.

Special Categories of Data: We do not intentionally process any special categories of Personal Data (Art. 9 GDPR).

Automated Decision-Making: We do not perform automated decision-making that produces legal effects.

We use cookies and similar technologies on our websites and platform interfaces. You can manage your preferences through our cookie banner. Detailed information is available in our Cookie Policy.

When customers use the contact.center™ platform to send messages or manage contacts, DIDWW shall act as a Data Processor. We process the necessary data solely under the customer’s documented written instructions and only for providing the service.

The categories of Controller Personal Data we process on behalf of the Controller (our customer) include:

• Contact Information: Names, Surnames, Phone Numbers, Email Addresses, and other custom contact attributes.
• Message Data: Message content and delivery status reports.
• Routing Data: Technical metadata required for message delivery.

Email Marketing and Campaign Automation:

When customers use the Messaging Platform to create or send marketing emails, newsletters, or automated campaigns, DIDWW processes message content, contact information, campaign templates, attachments, subject lines, delivery statistics, and engagement data (such as opens, clicks, bounces, and unsubscribes) solely for the purpose of providing the service.

Tracking and Analytics:

Where customers enable campaign tracking or analytics, DIDWW processes event data (for example, open and click rates) on behalf of the customer for performance reporting. These features are customer-controlled and may be disabled at any time.

Automations and Integrations:

The platform allows customers to configure automated workflows (for example, sending messages based on triggers or scheduled events). DIDWW processes the data required to execute these automations only according to the documented customer’s instructions and does not use such data for any independent purpose.

Customer Responsibility:

Customers are solely responsible for ensuring that all message recipients have been lawfully contacted and that applicable consent or other lawful bases have been obtained in accordance with the GDPR, the ePrivacy Directive, and national marketing laws.

Our obligations in this role are governed by our DPA, which forms part of each customer contract. A current list of authorised Sub-Processors is available here and is updated as required.

We retain Personal Data only for as long as necessary to provide the Services, comply with applicable legal obligations, resolve disputes, and enforce our agreements.

• Data related to billing and Know Your Customer (KYC) requirements are typically held for up to 7 years to comply with Irish tax and Anti-Money Laundering legislation.
• Log and message data required for telecom regulatory compliance are held for up to 12 months.
• Campaign Data – retained for a maximum of one hundred eighty (180) days after delivery.
• Customer Account and Contact Data – retained for the duration of the account and deleted or returned within thirty (30) days following termination.
• Telecommunication Logs – retained for the period required by law (typically six to twenty-four months).

When data is no longer required, they are securely deleted or anonymised.

Under the GDPR, you may have the right to:

• Access, rectify, or erase your Personal Data;
• Restrict or object to processing;
• Receive your data in a portable form;
• Withdraw consent at any time (where applicable).

Requests should be sent to dpo@didww.com. If your data are processed under a customer account, please direct your request to that customer.

You also have the right to lodge a complaint with the Data Protection Commission (Ireland) or your local supervisory authority.

If you have any questions or concerns regarding this Policy, please contact: