GDPR compliance
At Live Chat Monitoring we take privacy and data protection seriously. We comply with the General Data Protection Regulation when handling any data we control or process on your behalf. This includes data transferred from the EU to our servers in the United States and Australia. Our systems, safeguards, and agreements are designed to keep personal information secure and managed with care. You can read more about how our service operates at https://livechatmonitoring.com/features/.
How we comply with GDPR
The GDPR allows personal data to be transferred outside the EU only in specific situations. These include:
- an adequacy decision under Article 45
- appropriate safeguards under Article 46
- a permitted derogation under Article 49
Australia and the United States do not have an EU adequacy decision. This means personal data sent to these locations needs extra protection. We apply strict safeguards and follow clear legal bases to ensure every transfer meets GDPR requirements.
To ensure compliance, we maintain strong technological and organisational safeguards. We also work under formal agreements with all third-party providers involved in our service.
Article 46 allows organisations to use standard contractual clauses. These clauses help protect personal data during international transfers. However, they must be approved by the European Commission or the UK Information Commissioner’s Office, and the review process can take time.
Because our service relies on real-time communication, we use the permitted derogations under Article 49. These include:
- transfers that are necessary to perform our contract with you
- your informed consent to the transfer
Live chat services on our website and associated websites
We use trusted third-party providers to support our live chat operations. When you use live chat, we collect the content of your session so our team can respond. This information is kept for up to two years unless stated otherwise. We do not share it with other organisations. If you provide your email at the start or end of the chat, you may request a transcript.
To deliver this service:
- SnapEngage provides the chat software and stores transcripts for around sixty days before removing them.
- Zendesk processes transcripts and retains them for two years.
Each provider maintains its own GDPR compliance program, and their GDPR statements are available on their websites
We also work with an independent GDPR advisory firm to ensure our policies and procedures stay aligned with regulatory expectations. This support helps us maintain clear standards, consistent processes, and strong privacy practices across all areas of our service.
Our IT team follows strict cybersecurity practices to ensure personal data is handled securely and in line with European standards.
More detailed information about our safeguards is available on request.
If you have any questions, you can review our Privacy Policy and Terms of Service, or contact us by email. You can also reach our team if you need support. We are here to help.