Privacy policy of Odigo websites
Data protection is a major concern for Odigo SAS, which has made it a priority over the years. As a result, one of our main commitments is to ensure the transparency of the Personal Data we collect from you.
In this respect, this Policy aims to provide you with all relevant information relating to the processing of Personal Data that may be collected via the websites https://odigohelpcenter.odigo.com and https://partners.odigo.com (hereinafter, “the Website”).
Odigo (hereinafter, “we”, “us”, “our” or “Odigo”) may collect and process personal data about you when you visit this website.
Key data protection concepts
Personal data ” refers not only to information relating to your private life, but also to any information that directly or indirectly identifies you, even when collected in a professional context.
” Processing ” means any operation performed on personal data, such as collection, recording, organization, structuring, storage, adaptation or modification, retrieval, consultation, use, disclosure, combination, restriction, erasure or destruction.
” Data controller ” means the natural or legal person who determines the purposes and means of processing personal data.
“Subcontractors” refers to natural or legal persons who process personal data on behalf of the data controller.
” Purpose ” means the reason or reasons why the data controller needs to collect and process personal data.
2. Who collects your personal data?
Odigo collects and processes your personal data in its capacity as Data Controller.
3. Why and on what basis does Odigo collect your personal data?
Odigo collects and processes your personal data for several reasons, each with a specific legal basis as defined below:
| Data type | Primary objective | Begal basis |
| Login and credentials | Authentication | Legitimate interest to ensure security |
| User name, messages, date and time of message | Setting up and administration of a forum | Legitimate interest in providing a communication tool |
| Log information | Website security, maintenance and improvement | Legitimate interest in ensuring the security and improvement of the website |
| Cookies | See specific section | See specific section |
4. How long do we keep your personal data?
Data used for authentication purposes: we will keep your personal data for as long as our contractual and/or commercial relationship lasts. At the end of the commercial contract, the identification information will be deactivated and your personal data will be deleted 30 days later.
Data used to set up and administer the forum: any messages you may have posted will be kept indefinitely. Whenever you wish, you may delete a message you have previously posted. Once the commercial contract with Odigo has been terminated, messages will continue to be published under an anonymized profile.
Finally, log information that we may collect for the purposes of security, maintenance and improvement mentioned above will not be retained for more than one (1) year after collection.
Concerning cookies, see the specific section below.
5. Sharing your personal data
5.1 With other Capgemini Group entities
Odigo is part of the Capgemini Capgemini Group, which is a global organization. While we have separate legal entities (e.g. country subsidiaries) in many parts of the world, our internal systems and infrastructure are international and cross-border. Therefore, it is important for you to know that your Personal Data may be shared with entities within the Capgemini Group and transferred to countries around the world where we have data centers or otherwise have a presence, including countries outside the European Union. All transfers of Personal Data are covered by our Binding Corporate Rules (BCR). Not only were the BCRs approved by the CNIL in March 2016, as the lead authority designated by Capgemini, and then renewed in March 2019 to incorporate the General Data Protection Regulation (GDPR), but also by all European data protection authorities. Capgemini’s Binding Corporate Rules are a guarantee that your personal data enjoys the same level of protection wherever it is processed by the Capgemini Group. You can access Capgemini’s Binding Corporate Rules by clicking here.
5.2 Third-party suppliers
We also use a third-party supplier called Zendesk with whom we may share your personal data for the purposes set out above. We ensure that the suppliers we hire provide an adequate level of protection for the personal data they process on our behalf. When these third parties are located outside the European Union, we ensure that the standard contractual clauses validated by the European Commission have been signed.
5.3 Judicial, public and/or government authorities
We may also be required by law, court order and/or request from public and governmental authorities within or outside your country of residence to disclose your personal data. We may also disclose your personal data if we believe that, for reasons of national security, law enforcement or public order, disclosure is necessary or appropriate.
We may also disclose your personal information if we believe that disclosure is reasonably necessary to safeguard our rights and pursue available remedies, enforce our terms and conditions, investigate possible fraud, or protect our operations or our users.
6. Corporate reorganizations
Like many organizations, Odigo may restructure its operations around the world at any time, either through the purchase of new businesses or the sale or merger of existing businesses. These actions may result in us disclosing Personal Data to potential or existing customers, or receiving Personal Data from potential vendors. It is our policy to require adequate data protection for Personal Data communicated in the context of such transactions.
7. Your rights
In accordance with applicable Data protection legislation, and in particular the RGPD, you have several rights concerning the use of your personal data. These rights are as follows:
- Right of access: you may request access to the data Capgemini holds about you. If we are unable to comply with your request (for example, if your information has been destroyed, deleted or made anonymous), we will inform you of the reasons for our refusal.
- Right of rectification and right to erasure of your Data: Capgemini implements the necessary measures to ensure that your Data is accurate, up-to-date and complete. If you believe that any Data held about you by Capgemini is out of date or incomplete, you may request that it be revised or corrected.
- Right to withdraw your consent: if you have given your consent to the processing of your Data for specific purposes, you have the right to withdraw this consent at any time. Such withdrawal of consent will not affect the lawfulness of the processing carried out prior to such withdrawal.
- Right to object to processing: you have the right to object to the processing of your Personal Data.
- Right to restrict processing: you have the right to restrict the processing of your Data in certain cases provided for by applicable data protection legislation.
- Right to portability: you have the right to receive the Personal Data that concerns you and that you have communicated to Capgemini in a structured format in the cases provided for by the applicable data protection legislation.
You also have the right to request that your personal data be provided in a structured and standardized format.
In the event of such a request or complaint, please send an e-mail to rssi.odigo@capgemini.com. You can also contact our Data Protection Officer by sending an e-mail to the following address: dpofrance.fr@capgemini.com.
If you consider that we are not complying with our legal obligations regarding Data protection or that we have not responded effectively to your request, you always have the right to lodge a complaint with the competent Data Protection Authority.
8. Data security and integrity
Odigo uses various technical and organizational security measures to protect the Personal Data we collect, use or transfer against loss, misuse, alteration or destruction. However, due to the public and unsecured nature of the Internet, Capgemini cannot be held responsible for the security of transmissions of Personal Data over the Internet.
9. Notification of modifications to this Charter
This Charter was updated on February 18, 2020. We may periodically modify this Charter to keep pace with changes in the state of the art, industry practices and regulatory requirements, as well as for other reasons. We expect most changes to be minor. When we need to make significant changes to our Charter, we will publish a prominent notice on the home page of the website before the change becomes effective.
10. Cookies
The Odigo Help Center website is based and hosted on Zendesk Guide solutions. Cookies are used on this website, so the Zendesk product cookie policy applies to this site ( https://support.zendesk.com/hc/en-us/articles/360022367393-Zendesk-in-product-cookie-policy ).
You agree to cookies being placed on your device as explained below.
Cookies are small pieces of information that a website sends to your computer’s web browser while you’re browsing. They serve many different purposes, but mainly, cookies enable you to navigate easily between pages, remember your preferences and possibly improve the user experience. These cookies may then be stored on your machine to identify your computer.
The cookies used on this website may be set by our website or by a third-party website. Furthermore, these cookies may be “session” or “persistent” cookies: a session cookie is one that is automatically deleted when the user closes the browser, whereas a persistent cookie remains stored on the user’s computer until its expiry date.
a) Types of cookies we use
The Websites include third-party social media features, such as the Facebook Like button, and third-party widgets, such as the “Share This” button or interactive mini-programs that run on the Websites. These features may collect your IP address, the page you visit on the Websites and set a cookie to enable the feature to function properly. Your interaction with these features is governed by the privacy policy of the third-party company that provides them.
We may use cookies belonging to one of the following categories of cookies on the websites, as indicated below.
Each cookie belongs to one of the following four categories:
| Category | Description |
| 1. Essential cookies | Essential cookies (internal cookies) are sometimes called “strictly necessary” because without them we cannot provide many of the services you need on the website. For example, essential cookies help us to remember your preferences when you move around the website. |
| 2. Analytical cookies | These cookies track information about visits to websites so that we can make improvements. For example: to analyze visitor and user behavior in order to provide more relevant content or suggest certain activities. They collect information on how visitors use the websites, the site the user comes from, the number of visits each user makes and the length of time a user stays on the websites. We may also use analytics cookies to test new ads, pages or features to see how users react to them. |
| 3. Functionality or preference cookies | When you visit websites, cookies are used to remember information you have entered or choices you have made (such as your username, language or region) on the websites. They also store your preferences when personalizing websites to optimize your use of Zendesk, for example, your preferred language. These preferences are memorized, thanks to the use of persistent cookies, and the next time you visit the websites, you won’t have to redefine them. |
| 4. Targeting or advertising cookies | These third-party cookies are placed by third-party advertising platforms or networks in order to serve ads and track ad performance, to enable ad networks to serve ads that may be of interest to you based on your activities on the Websites (sometimes referred to as “behavioral”, or “targeted” ads ). They can then use information about your visit to target you with ads that might interest you, on the Websites and other websites. For example, these cookies remember which browsers have visited which websites. |
b) Use of cookies
We may use the personal data collected from our cookies to identify user behavior and to deliver content and offers based on your profile.
Other cookies may collect personal data (including information from cookies placed via our advertisements on third-party sites):
- If a user is a registered user.
- If we send you a targeted e-mail containing Web beacons, cookies or similar technologies, we will know whether you open, read or delete the message.
- When you click on a link in a marketing e-mail you receive from Odigo, we also use a cookie to record the pages you view and the content you download from our websites, even if you are not registered or logged in to our site.
Here is a list of the main cookies we use on our website:
| A service | Cookie name | Cookie purpose | Cookie duration | Category |
| All products/Developer Portal | _pendo_meta.PENDO_API_KEY | Analytical information | 100 days | Analytics |
| All products/Developer Portal | _pendo_accountId.PENDO_API_KEY | Analytical information | 100 days | Analytics |
| All products/Developer portal | _pendo_visitorId.PENDO_API_KEY | Analytical information | 100 days | Analytics |
| All products/Developer Portal | _pendo_launcher-closed.PENDO_API_KEY | Analytical information | 10 days | Analytics |
| All products | _cf_bm | This Cloudflare cookie is used to manage incoming traffic that matches the criteria associated with bots. | 30 days | Essential |
| Support | _zendesk_session | Default rails cookie containing account_id and route | Session | Essential |
| Support | _zendesk_shared_session | Authentication cookie – set to anonymous | One day | Essential |
| Support | _zendesk_authenticated | This is a flag that is set when a user is authenticated to display the most up-to-date content. | Session | Essential |
| Support | _zendesk_cookie | Stores arbitrary preference settings. | 20 years old | Functionality |
| Support | _voice_session | Default rails cookie | Session | Essential |
| Support | _app_market_session | Stores the session key for application management. | Session | Essential |
| Support | __cfduid | Cloudflare client security settings for Twilio assets. | 1 year old | Feature |
| Support | __cfduid | Security settings per Cloudflare client for outgoing assets. | 1 year old | Feature |
| Support | _cfruid | The Cloudflare cookie is used in cases where several users are hidden behind the same client IP address. Each user will have a unique cookie to avoid a case of throttling to all users if a particular user reaches the throttling threshold. | Session | Functionality |
| Support | ob | Stores session information for Connect standalone customers only – account ID, company ID, administrator account ID, CSRF token and session ID (encrypted) | No expiration, replaced on login or session change | Functionality |
| Support | _ob_pub-9dc679b8d7a3ce7af1cebb6a169a466c | Connect JavaScript code snippet | 3 years | Feature |
| Support | ajs_anonymous_id | Analytical information | 1 year | Analytics |
| Support | ajs_group_id | Analytical information | 1 year | Analytics |
| Support | ajs_user_id | Analytical information | 1 year | Analytics |
| Support, Guide | POT | Used to give human users easy access to Zendesk features, while blocking the actions of bots. | 30 days | Essential |
| Support, Guide | APISID | Used to give human users easy access to Zendesk features, while blocking the actions of bots. | 2 years | Essential |
| Support, Guide | CONSENT | Used to give human users easy access to Zendesk features, while blocking the actions of bots. | 20 years old | Essential |
| Support, Guide | DV | Used to give human users easy access to Zendesk features, while blocking the actions of bots. | session | Essential |
| Support, Guide | HSID | Used to give human users easy access to Zendesk features, while blocking the actions of bots. | 2 years | Essential |
| Support, Guide | NID | Used to give human users easy access to Zendesk features, while blocking the actions of bots. | 6 months | Essential |
| Support, Guide | SAPISID | Used to give human users easy access to Zendesk features, while blocking the actions of bots. | 2 years | Essential |
| Support, Guide | SID | Used to give human users easy access to Zendesk features, while blocking the actions of bots. | 2 years | Essential |
| Support, Guide | SIDCC | Used to give human users easy access to Zendesk features, while blocking the actions of bots. | 3 months | Essential |
| Support, Guide | SSID | Used to give human users easy access to Zendesk features, while blocking the actions of bots. | 2 years | Essential |
| Guide | _help_center_session | Stores a unique session key for the Help Center product. | Session | Essential |
| Guide | _zendesk_authenticated | Stores a binary variable determining whether the user is authenticated. | Session | Essential |
| Guide | _zendesk_session | Stores a unique session key for the Zendesk Classic application. | Session | Essential |
| Guide | _zendesk_shared_session | Stores a unique session key for a session shared between Zendesk products. | One day | Essential |
| Guide | _zendesk_cookie | Stores parameter information for various features. | 20 years old | Functionality |
| Guide | _embeddable_server_session | Unique session key for the Zendesk embeddable Web widget. | Session | Essential |
| Guide | theming_center_session | Stores a unique session key for the Theming Center’s guide functionality. | Session | Essential |
| Guide | hc- {user_identifier} -preview | Stores preview data for the Help Center theme. It is deleted once preview mode is closed. | One day | Functionality |
| Guide | hc- {user_identifier} -nbmin | Saves if the agent navigation bar in the Help Center is minimized. | 7 days | Functionality |
| Guide | hc- {user_identifier} -pbmin | Saves if the navigation bar preview in the Help Center is reduced. | 7 days | Functionality |
| Guide | __cfduid | Cloudflare security settings for resources Guide. | 1 year old | Feature |
| Guide | ZD-automaticAnswers | Stores Zendesk account ID for future Answer Bot interactions | One day | Feature |
c) Other non-cookie technologies
Odigo also allows the use of technologies that perform similar functions to cookies, such as web beacons or other technologies that may be included in marketing e-mails or newsletters to determine whether messages have been opened and links clicked. Web beacons do not place information on your device, but may work in conjunction with cookies to monitor website activity.
d) Do-not-track signals
Some Internet browsers may transmit “do-not-track” signals to the sites with which the browser communicates. As of the Effective Date of this Privacy Policy, there are no uniform rules on how to respond to these tracking signals. As a result, our website does not yet allow you to respond to this feature, but Odigo is committed to upgrading the way it responds to these tracking signals once a standard is established. You can, however, express your data protection preferences regarding the use of most cookies through your Internet browser settings.
e) How to accept or reject cookies
If you do not wish to receive cookies from our website, you can set your browser to refuse cookies or to notify you when you receive a cookie, which you can then accept or decline on such notification. You can also generally configure your browser to disable cookies. To find out how to do this, please consult the “Tools” section of your browser or similar.
We recommend that you leave cookies enabled. Please bear in mind that if you block, disable or refuse our cookies, some web pages may not display correctly or you may not be able to use website services that require you to log in.
If you object to cookies being placed on your machine, you must disable them. To do this, please follow the relevant instructions for your browser:
- If you use Internet Explorer.
- If you use Firefox.
- If you use the Safari browser
- If you use the Google Chrome browser.