Customer Export and Data portability rights

chansen
chansen Member Posts: 7 ✭
in General

I have customers that have decided to move on and some that formed their own IT Departments due to growth. They've requested their data such as historical tickets and knowledge bases. Some claim data portability is a law and they have rights to it….not 100% on this.

Is there a offboarding work flow? Any ability to provide customer with their data with out build API calls from scratch? Anyone else have experience with this? We arent trying to gate the data other than the cumbersome nature of providing it from this platform compared to others.

Comments

  • iectechbrian
    iectechbrian Member Posts: 157 ✭✭✭✭

    They may be confusing their IT data with HIPPA. Health data is certainly required by law to be "portable," but IT data is different. There may be laws in effect that I am not aware of. However I can see them wanting the data as a starting point.

    Do you have any wording in the service agreements / contracts that explain what happens with their data in this scenario? That would be the highest level rules, I would presume, on the data where they signed or agreed to them.

  • chansen
    chansen Member Posts: 7 ✭
    https://community.atera.com/discussion/comment/2401#Comment_2401

    Exactly and trying to explain users miss understanding of HIPPA law is a slippery slope, just trying to get them what they would like as easy as possible without making too many waves.

  • iectechbrian
    iectechbrian Member Posts: 157 ✭✭✭✭
    https://community.atera.com/discussion/comment/2408#Comment_2408

    This is especially true of when they get in the mode of hearing what they want to hear, which is almost always.

    If you have any language surrounding this scenario in the paperwork/contract, that can at least sometimes snap them out of it. That being said, you don't want them cursing your company's name to their friends, so it is a hard place to be in.

  • iectechbrian
    iectechbrian Member Posts: 157 ✭✭✭✭

    @chansen what did you end up doing about this issue?

  • gilgi
    gilgi Administrator, Moderator, Internal Posts: 320 admin

    It's worth opening a ticket with out support for them to check.
    I'd offer to open that for you, but it's worth providing more details what they would like to receive and then see if there is any backoffice work that can be done on our side to help you out, and so opening a ticket directly is preferable.

  • mjones
    mjones Member Posts: 185 ✭✭✭✭

    I think there is a lot of grey area on this topic.
    HIPPA Data Portability has to do with a person's personal medical records and has no bearing in this context.

    In my eyes, if you charged the customer for a work product explicitly, they own it.
    Network diagrams as part of a project.
    Billable time spent on developing scripts or documentation.
    Passwords for sure they own.

    Otherwise, they don't own it.

    That said, it would be a nice thing for you to pass on to them, is it going to cost you anything? Not giving it to them will leave a bad taste in their mouth and give the new company ammo to bad-mouth you.
    I have seen several customers leave and come back because we weren't jerks in the switchover, and the other company was worse.

    Have you ever been on the receiving end of a friendly handover? It's life-changing.
    Customers come and go, do good.

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