Support for Provider Switching

In accordance with Section 15 of Flip GmbH's General Terms and Conditions, the Customer is entitled, upon request, to switch to a data processing service of the same type from another comparable provider or to transfer all exportable data and digital assets to an ICT infrastructure on their own premises.

The Provider shall provide the information agreed in this Annex 5 on change procedures, formats, interfaces, and technical restrictions. In accordance with this provision, the Provider shall also provide the Customer with an online register that is updated regularly. If relevant common specifications or harmonized interoperability standards have been published, the Provider shall ensure compatibility within the statutory period. In the absence of such standards, the export shall be carried out in a structured, commonly used, and machine-readable format.

During the transition period, the Provider undertakes to provide the Customer and third parties authorized by theCustomer with appropriate support in executing the switch, to act with due care to maintain business continuity, to inform theCustomer of any known risks to the uninterrupted provision of functions or services attributable to the Provider, and to ensure a high level of security during the changeover, in particular the security of data during its transmission and the continuous security of data during the retrieval period. The Provider shall support the Customer's exit strategy and provide all relevant information for this purpose. The parties and a designated target provider shall cooperate in good faith to enable the switchover to take place effectively and on time and to ensure the continuity of data processing services.

For the support services provided under this Section 15, the Provider shall receive a fee (“transition fee”). No transition fees will be charged from January 12, 2027. Pre-contractual information on any fees will be provided to the Customer in Appendix 5 and in the online register.

The obligations under this section do not apply to individually developed services or test environments, provided that the requirements of Article 31 of the Data Act are met. The Provider shall inform the Customer of any exceptions before concluding the contract.

Terms such as “data processing service,” “service type,” “exportable data,” and “digital assets” are based on the definitions in the Data Act (Regulation (EU) 2023/2854).
 

1. Information on Provider Switching

1.1 Exportable Data and Digital Assets
The following data and digital assets can be exported by the customer:

• User Profiles, Absence Notes and attributes

• User Groups, Permissions and attributes

• Chat Histories and metadata

• Channels and metadata

• Posts and metadata

• Post Bookmarks

• Knowledge Base Pages and metadata

• Calendar Events

• Tasks and attributes

• Branding settings

• Flip Flows and lifecycle data

• Attachments & Livestream Recordings

• Audit Logs

• Menu Configuration

1.2 Excluded Internal Data Categories
The following internal data categories are excluded from export:

• Automatic Translations

• Authentication credentials, settings, sessions, events and flows

• Meta- & Technical data (incl. temporary data): e.g. Message Queues, System Logs, Traces & Metrics, Backups, Certificates, Application Error Tracking, Technical Support & Diagnostic Data, Email Logs, Caches, Digital Analytics, registered mobile devices, Reports, Search Indices

• Cached Integration Data

• Mobile App Configuration

• Notifications

1.3 Formats and Interfaces
Available procedures for switching and transferring content:

• Export requests via support ticket.

• Completion within 14 calendar days

• One-time full data export provided

• The export is carried out in the following formats:

• CSV: Structured Data

• Delta: Rich Text Content (e.g. Post Bodies and Knowledge Base Pages)

• Original formats: Attachments, images, videos
   

Available interfaces:

• Support Ticket

1.4 Technical Restrictions
Data export is time limited to the last 2 years.

1.5 Online Register
Data structures and data formats, as well as relevant standards and open interoperability specifications, are defined herein and are available e.g. in the DPA by visiting the following link: www.getflip.com/legal

1.6 Transition Fee
A transition fee will be offered and agreed for support services during the transition and retrieval phase in accordance with Section 15 of the General Terms and Conditions.

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