Privatlivspolitik
Last updated: 7 August 2026
This privacy statement is provided in English as the reference version. It explains how Metos processes personal data when you use this service ticket website.
1. Who is responsible for your data
The data controller is the Metos company that provides service in your country (collectively, "Metos", "we", "us"). For any privacy question or to exercise your rights, contact us at privacy@metos.com.
2. What data we collect
- Device identifier — the QR / device ID from your equipment.
- Contact details — the name, phone number and email address you enter.
- Problem description — the free-text description and urgency you provide.
- Technical data — your IP address and preferred language, used for security, abuse prevention and routing.
- Analytics data — only if you accept analytics cookies (see section 8).
3. Why we use it and our legal basis
- Handling your service request — to create and route your ticket to the correct Metos service team and case management system. Legal basis: performance of a contract or our legitimate interest in providing after-sales service.
- Security and abuse prevention — rate limiting and bot protection. Legal basis: legitimate interest in keeping the service secure.
- Analytics — to understand how the site is used. Legal basis: your consent.
4. Who we share it with
We use trusted service providers ("processors") that act on our instructions:
- Salesforce — service case management (your ticket is created as a case).
- Mailgun (EU region) — sending email notifications.
- Render (Frankfurt, EU) — application and database hosting.
- Cloudflare Turnstile — bot / abuse protection on the form.
- Google Analytics — website analytics, only if you consent to cookies.
We do not sell your personal data. Where a provider processes data outside the EEA (for example Google Analytics), appropriate safeguards such as EU Standard Contractual Clauses apply.
5. How long we keep it
Service tickets are retained for up to 365 days, after which personal data in the ticket is redacted or anonymised. Operational and security logs are retained for up to 90 days. We may keep data longer where required by law.
6. How we protect it
Sensitive contact details are encrypted at rest (AES-256-GCM), all traffic is transmitted over HTTPS/TLS, and administrative access is restricted and audited.
7. Your rights
Under the GDPR you have the right to:
- access the personal data we hold about you;
- request correction of inaccurate data;
- request erasure of your data;
- restrict or object to processing;
- data portability;
- withdraw consent to analytics cookies at any time.
To exercise any of these rights, email privacy@metos.com. You also have the right to lodge a complaint with your national data protection authority (in the Netherlands, the Autoriteit Persoonsgegevens).
8. Cookies
This site works without cookies. We only load Google Analytics cookies after you accept them in the cookie banner. You can decline, and essential functions continue to work. Your choice is stored locally in your browser and we ask again after about six months.
9. Changes to this statement
We may update this statement from time to time. The "last updated" date above reflects the latest version.