Support for Provider Switching
Last updated: 03.08.2026
Scope and purpose. This document applies to customers contracting on the Provider’s English-language General Terms and Conditions (UK and US, including customers in Australia). It sets out, for information and vendor-assessment purposes, which data and digital assets can be exported, in which formats and via which interfaces, and which internal data categories are excluded. It is a contractual commitment of the Provider as to export capability and does not implement Regulation (EU) 2023/2854 (Data Act), which does not apply to contracts governed by these Terms.
Export and switching. During the term and for the retrieval period following the end of the contract, the Customer may export its exportable data and digital assets as set out in this document, in order to switch to another provider, to port the data to its own ICT infrastructure or to have it erased. The notice periods, the retrieval period and the consequences of termination are governed exclusively by the applicable General Terms and Conditions. This document does not create a right of termination.
Support during the changeover. The Provider gives the Customer, and third parties authorised by the Customer, reasonable support in executing the changeover, acts with due care to maintain business continuity, informs the Customer of known risks attributable to the Provider that affect the uninterrupted provision of functions or services, and maintains a high level of security during the changeover, in particular the security of data in transit and during the retrieval period.
The Provider shall provide the information agreed in this Support for Provider Switching document on switching 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. Where relevant common specifications or harmonised interoperability standards are published, the Provider will assess and, where reasonably practicable, implement compatibility within a reasonable period. In the absence of such standards, the export is carried out in a structured, commonly used and machine-readable format.
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
In addition, for the gyde (Flip Learning) module: courses (self-service export per language version as SCORM 2004 (4th Edition) or cmi5; the export function can be enabled per tenant and is enabled upon the Customer’s request), knowledge pages, uploaded source documents, learning progress and results (REST API), certificates and verification hashes, seminar, registration and attendance data, responses from registration forms, and user profiles, attributes and team memberships, in each case as set out in the gyde (Flip Learning) Service Description. Where no self-service export function exists for individual categories, the Provider makes the data available upon request via support in a structured, commonly used and machine-readable format.
In addition, for the Frontline Identity by Flip module: user accounts and attributes, roles, permissions and group memberships, and identity audit logs (JSON via API; API retrieval of audit logs is limited to the last twelve months, with older log data made available by the Provider upon request via support), in each case as set out in the Frontline Identity by Flip Service Description.
In addition, for the Flip Fusion module: the data collected by a generated app and the documentation uploaded by the Customer, in each case upon request via support. Generated apps are not exported as a standalone application or as source code.
For the gyde (Flip Learning), Frontline Identity by Flip and Flip Fusion modules, the data categories marked as “No export” in the respective Service Description apply in addition; these include in particular temporary AI processing files, search indexes and derived data, backups, and generated apps as a standalone application or as source code.
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 of the export request
A full data export is provided; the Provider additionally gives reasonable assistance during the changeover, including any further exports required
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
The export covers the exportable data listed in section 1.1 for the entire period for which it is retained by the Provider. Data already deleted under the agreed retention periods cannot be exported. The period directly retrievable via the export functions of the Software Service is limited to the last 24 months. Older data is made available by the Provider upon request via support, free of charge, in a structured, commonly used and machine-readable format, to the extent it is still retained at that time. No further time-based restrictions apply.
1.5 Online Register
The information on the data structures, data formats, standards and open interoperability specifications used, on the jurisdiction of the ICT infrastructure used and on the measures against international governmental access to non-personal data is available at https://trust.getflip.com/ and is updated regularly.
1.6 Migration Fee
For export and migration support going beyond the self-service export functions of the Software Service – in particular assisted exports, repeat or partial exports, format conversions, target-system mapping and project support – the Provider charges on a time-and-materials basis at the daily rates set out in the Order Form or, in the absence of such rates, at the Provider’s then-current standard rates. Export via the self-service functions is provided free of charge. The Provider notifies the Customer of the expected effort before starting work and does not begin work until the Customer has approved it in writing. The obligation to pay the fees for the agreed minimum or renewal term is unaffected; it is consideration for the agreed term and is not a migration fee.
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.