Terms clause — on-premise + 72h emergency support
Same clause as strict disconnected, plus a scoped 72h emergency support clause. Natalia qualifies as an ad-hoc processor under art.28 only during the support intervention itself.
Clause text
Article X — Mode of operation: on-premise + 72h emergency support
X.1 to X.6 — Strict on-premise mode. The strict on-premise mode clauses apply (see the dedicated terms variant), with the exception of the support modalities defined below.
X.7 — 72h emergency support channel. The Customer is entitled to a remote emergency support channel with a maximum response time of 72h, intended for the resolution of critical incidents identified by the Customer in the operation of the Software.
X.8 — Conditions of remote intervention. Any remote intervention by Natalia on the Software is subject to: (a) a prior written request from the Customer (email or ticket) identifying the incident, the requested intervention perimeter and its duration; (b) explicit written authorisation by the Customer DPO or designated authority; (c) the opening of a temporary access channel by the Customer, controlled and revocable by the Customer at any time; (d) the entry of an intervention log immutable on the Customer side and on the Natalia side, kept for 12 months.
X.9 — Ad-hoc processor qualification. During the support intervention only, Natalia acts as a processor of the Customer within the meaning of art.28 GDPR, scoped to the data effectively accessed during the intervention. The clauses set out in the DPA-Support Light (https://getnatalia.com/en/legal/dpa/dpa-support) apply. Outside the intervention, the strict disconnected mode applies again and the legal qualification returns to that of a software publisher.
X.10 — No SN2O integrator break-the-glass. Natalia engages no integrator partner (SN2O or other) on the support channel without (i) prior written information to the Customer, (ii) signature of a back-to-back DPA with the integrator partner, and (iii) entry in the same shared intervention log.
X.11 — Data retention by Natalia after intervention. Natalia retains no Customer personal data after the end of the intervention, except: (a) the structured intervention log (without payload), kept for 12 months for audit purposes; (b) the technical artifacts strictly necessary to fix the incident (e.g. anonymised stack trace), kept for the duration of resolution and deleted at the latest 30 days after closing the ticket.