Native Messaging - Data export policy for customers

Overview

Native Messaging allows for data exports (e.g., private group, DM, or public group data) only upon a formal request from the customer’s authorized representative, ensuring compliance with privacy and legal obligations.

Additionally, if audio/video call functionality is enabled, the platform may store limited call logs or metadata. Where applicable, these logs or metadata (e.g., participant lists, call durations, timestamps) can also be exported as part of a formal data export request.

Request process

Step 1: Submit a request

Customers must submit a formal request through a designated process (e.g., support ticket, compliance email). The request must include:

1. 1. Legal justification:
      • Reason for the request (e.g., compliance audit, legal investigation, subpoena).
   2. Scope of data:
      • Specific details about the required data, such as:
        • User(s) or group(s) involved.
        • Date range.
        • Messages, files, or audio/video call logs or metadata, if applicable.
   3. Approval from a designated authority:
      • Legal, HR, or compliance officer approval from the customer’s organization, including approver’s statement confirming that the data being requested is needed to satisfy the legal, compliance, or other requirement underlying the request.

Step 2: Internal review

Simpplr will review the request internally to:

• • • Ensure it aligns with legal obligations.
    • Validate the request’s scope and feasibility.
    • Confirm the necessary details are provided by the customer.

Step 3: Processing and delivery

Once approved:

• • Requested data will be processed securely.
  • The data format will be CSV files compressed as a password-protected zip file
  • If audio/video calls are enabled and call logs/metadata exist, Simpplr will include those in the export (e.g., CSV logs call initiator, participants, call start timestamps,call end timestamps, duration).
  • The file will be stored in a secured location and shared with the customer using a fixed lifespan (e.g., 14 days). The file will be set to be deleted post that time. 
  • Exported files will be provided within the agreed timeframe.

Disclaimer

Simpplr provides the support to export data for legal and compliance purposes. However, it is the responsibility of the customer to ensure that any data export complies with applicable local and international privacy laws (e.g., GDPR, CCPA). Customers are expected to:

• Obtain appropriate legal and compliance approvals before requesting data exports.
• Notify affected users as required by law unless prohibited (e.g., in legal investigations).
• Use exported data solely for legitimate business, legal, or regulatory purposes.

Assuming that the request has been made via the recommended process, Simpplr assumes no liability for non-compliance arising from customer actions. All export activities including audio/video call logs and metadata are logged for transparency and auditing.

Sample data export request form

1. Customer/organization name:
2. Reason for export request:
   [Legal/compliance requirement; provide details with supporting documents]
3. Scope of export (date range):
   • Date Range: [Specify range, e.g., Jan 1–Mar 31, 2024]
   • Include private groups (Text Messages)
   • Include DMs (Direct Text Messages)
   • Include Audio/Video Call Logs or Metadata?
   • Include all Media 
4. Authorized Approver Details:
   • Name: [Enter name]
   • Role: [Legal/Compliance/HR Officer]
   • Email: [Enter email address]
   • Include statement confirming that requested data is necessary to satisfy the legal, compliance, or other requirement underlying the request