1. Name and address of the Data Controller
The Data Controller within the meaning of the GDPR is
Ivoclar Vivadent Marketing (India) Pvt. Ltd.
503/504 Raheja Plaza
15 B Shah Industrial Estate
Veera Desai Road, Andheri (West)
Mumbai 400 053
India
Phone: +91 22 2673 0302
E-mail: customercare.in@ivoclar.com
2. Data Protection Officer
The Data Protection Officer of the Data Controller can be reached at:
Ivoclar Vivadent Marketing (India) Pvt. Ltd.
attn. Data Protection Officer
503/504 Raheja Plaza
15 B Shah Industrial Estate
Veera Desai Road, Andheri (West)
Mumbai 400 053
India
Phone: +91 22 2673 0302
E-Mail: dataprotection.mumbai@ivoclar.com
3. Introduction
The protection of your personal data and of your private life are very important to us as Data Controller in terms of data protection. You need to know what information about you is collected through our website www.ivoclar.com and related services (our “Service” for short) and how your information is used. This privacy policy gives you this information.
Therefore, we obviously comply with the provisions of the EU General Data Protection Regulation (GDPR) and all other locally applicable data protection regulations. It is important to us to inform you about what personal data is collected and processed and what options you have. This privacy policy gives you answers to the most important questions.
Your data will be stored, processed and used in accordance with this privacy policy and the relevant statutory data protection regulations.
Our employees and agents who process your enquiries are obliged to maintain confidentiality.
4. Your Rights:
If your personal data is processed, you are a data subject within the meaning of the GDPR. You have the following rights against us as the Data Controller:
(1) You have a right to obtain confirmation as to whether and which personal data we process in relation to you.
(2) You have a right to rectification and erasure of this personal data.
(3) You have a right to restriction of processing of your personal data.
(4) You have the right to object at any time, on grounds relating to your particular situation, to the processing of personal data concerning you. This does not apply if a legal provision obliges or entitles us to collect, process or use this data.
(5) Furthermore, you may withdraw any consent you have previously given to the collection, processing and use of your personal data at any time with effect for the future. The withdrawal of consent does not affect the lawfulness of the processing carried out on the basis of such consent until the withdrawal.
(6) You also have a right to data portability.
(7) To exercise your rights or for information and/or explanations of your rights, please contact our data protection officer by e-mail or by post (for contact details, see under “Data Protection Officer"). We will be happy to provide you with access to your personal data in our database upon request. The information is free of charge.
(8) In addition, you have the right to lodge a complaint to a data protection supervisory authority about our processing of your personal data.
5. Definitions
(1) “Customer Portal” means the online tool accessible via www.ivoclar.com through which you can access the following “Services”.
(2) “Services” means all the services we offer through our “Customer Portal”. Depending on whether the service is available in the respective country, the following services can be currently used on this platform:
a. “Customer enquiries” about our products and services: This Service allows our customers to provide their contact details and request information about our products and Services.
b. “Webshop”: The Webshop allows our registered customers to order online the products available online in the respective country and have them delivered to the desired address.
c. “Order Manager”: The Order Manager allows our registered customers to order custom-made dental prothesis online according to their specifications. This service is basically similar to the Webshop.
d. “Customer Academy”: The Customer Academy enables customers to book online and onsite courses and seminars available in the respective country, both for a fee and free of charge.
e. “Event Registration”: This service allows customers to register for marketing events available in their country, such as roadshows, trade fairs, product demonstrations, competitions/prize draws and request free product samples.
f. “Device Registration”: This service allows our customers to enter their address in our customer system or to register as a customer (depending on the options offered, comparable to the registration in the Webshop) and to record the purchased devices with serial number.
g. “Ivoclar Cloud”: This service enables our registered customers to temporarily store data (e.g. 3D models of dental restorations) in the Ivoclar Cloud and to securely transfer them to third parties selected by them (e.g. dental technicians).
h. “Ivoclar Dashboard”: This service allows registered customers to visualise data collected and also data already collected by other sources (e.g. from their IoT-enabled Ivoclar or Ivoclar-compatible devices).
i. “eIFU”: The eIfU functionality delivers the instructions for use for each product. By subscribing to changes, we send a notification whenever a document has been updated.
6. What data is collected and stored
Which data is collected and stored depends on which services you use on our platform.
(1) Data or categories of data:
(a) As with any website, our server automatically and temporarily collects and stores the following information in the server log files, which are transmitted by the browser, unless this has been deactivated by you:
- domain name or IP address of the requesting computer
- file requests of the client (file name and the corresponding data of the complete Internet address)
- the HTTP response code
- the Internet page from which you are visiting us (referrer URL)
- date and time of the server request
- browser type and version
- operating system used by the requesting computer
- cookies (see cookie below and our cookie policy for more details) are also used to collect anonymous traffic data from users of our website. This anonymous traffic data may be used for market research purposes and the demand-oriented design of our website.
(b) When using the platform for customer enquiries, the following data are collected from the customer. Mandatory details required for processing are marked separatelywhen entering, further information is voluntary:
- Email
- Academic title
- Gender
- First name & Surname
- Phone
- Fax
- Preferred communication channel
- VAT no.
- E-mail for electronic invoicing
- Control code
- Licence number
- Company name
- Customer number
- Name of the owner
- Sector
- Function
- Street & house number of the company
- Additional company address
- Company postcode
- Company location
- State/province of the company
- Company country
(c) When using the “Webshop” service, the following further data are collected in addition to the personal data already mentioned while using the platform for customer enquiries:
- Invoice and delivery address(es)
- Products and services you order or purchase
- Your feedback (also public) on our products and services in the sense of ratings, customer reviews or customer satisfaction
(d) When using the “Order Manager” service, the following further data are collected in addition to the personal data already mentioned while using the platform for customer enquiries:
- Invoice and delivery address(es)
- Products and services you order or purchase
- Your feedback (also public) on our products and services in the sense of ratings, customer reviews or customer satisfaction
(e) When using the “Customer Academy” service, the following further data are collected in addition to the personal data already mentioned while using the platform for customer enquiries:
- Invoice and delivery address(es)
- Products and services you order or purchase
- Personal licence number
- Your feedback (also public) on our products and services in the sense of ratings, customer reviews or customer satisfaction
(f) When using the “Device Registration” service, in addition to the personal data already collected while using the platform for customer enquiries, the following further data will be collected:
- Serial no. of the device to be registered
- Machine type
(g) When using the “Ivoclar Cloud” service, the following further data are collected over and above the personal data already mentioned while using the “Webshop” service:
- Recipient of the data with his contact details
The customer has the possibility of transmitting data via this service in accordance with the respective applicable terms of use for this service or storing them there. Here we store and transmit the data that the customer voluntarily places there or wants to pass on to third parties. This can also be personal data for which the customer alone is responsible.
(h) When using the “Dash Board” service, no further data are collected beyond the personal data already mentioned while using the platform for the respective service.
(2) Data subject groups:
(a) Users of the homepage
(b) Our customers
(c) Employees of our customers
(d) Contractual partners of our customers
(e) Our employees
(3) Tools:
We are enabling our customers to proceed with registration or log-in, quickly without providing any credentials, by using the OwnID widget embedded in our applicable services. In this framework, we or OwnID (www.ownid.com) do not process personal data related to our customers. The OwnID widget only uses the customer’s device’s verification methods (e.g. Face ID) for authentication purposes. This information is not stored or processed by us or OwnID. The entire verification and authentication process happens within customer’s device. Details concerning data processing by OwnID can be found here (https://ownid.com/privacy.html).
7. For what purpose are your data collected and stored and how are they used?
We process your personal data to operate, provide and improve our services. These purposes include:
8. Social networks
On our website you will find links to social networks such as Facebook, Twitter, YouTube, LinkedIn and Instagram. Only when you have clicked on the respective button, data (original page, user name if you are logged into the respective service, IP address) will be transmitted to the platform operator. Please refer to the privacy policy of the respective platform operator for information on its collection and use of data.
9. What about cookies?
A cookie is a small file containing a string of characters that is transmitted to your computer when you visit a website. If you then visit the website again, the cookie allows this page, for example, to recognise your browser again. Cookies are not usually used to store personal data, but can store user preferences and other information. You can set your browser to reject all cookies or to inform you when a cookie is sent. Please follow the instructions in the help function of your browser regarding the prevention and deletion of cookies.
We use cookies to enable our systems to recognise the terminal device or browser you are using and to provide you with our services. Some functionalities or services of the website may not function properly without cookies and we therefore recommend that you accept cookies so that you can make full use of our website.
For more information about cookies and how we use them, please read our cookies notice (https://www.ivoclar.com/cookies).
10. Recipients of the data or categories of recipients:
We disclose customers’ personal data to the extent described below:
that are either subject to this Privacy Policy or implement measures that provide at least as much protection as those described in this Privacy Policy and where such disclosure is necessary.
Service provider and contractual partner:
We engage other companies and individuals to perform tasks for us. Examples include, but are not limited to, fulfilling orders for products and services, deliveries, sending letters or emails, maintaining our customer lists, analysing our databases, supporting promotional activities, providing search results and links (including paid offers and links), processing payments (credit card, direct debit and bill payment), transmission of content, assessing credit risk and providing customer service. These third party service providers and contractors have access to personal data needed to perform their tasks. However, they may not use them for other purposes. Furthermore, they shall process the data in accordance with this privacy policy and the relevant data protection laws.
Protection of the Data Controller:
We disclose personal data about customers when we are required to do so by law or when such disclosure is necessary to enforce our general terms and conditions or other agreements or to protect our rights and the rights of our customers and third parties. This also includes data exchange with companies to prevent and minimise misuse and credit card fraud.
In all other cases, we will inform you if personal data is to be transferred to third parties. This gives you the opportunity to decide that your data should not be shared with the third party.
Data transfer to countries outside the European Economic Area:
When transferring personal data to third parties in countries outside the European Economic Area (EEA), we always ensure that the transfer of data is in accordance with this privacy policy and applicable data protection laws.
11. Legal basis for data processing by the Data Controller
Insofar as we obtain the consent of the data subject for processing operations involving personal data, this consent shall serve as the legal basis.
Where the processing of personal data is necessary for the performance of a contract to which the data subject is a party, the performance of the contract shall serve as the legal basis. This also applies to processing operations that are necessary for the implementation of pre-contractual measures.
Insofar as the processing of personal data is necessary for the fulfilment of a legal obligation to which our company is subject, this legal obligation serves as the legal basis.
In the event that vital interests of the data subject or another natural person make processing of personal data necessary, those vital interests shall serve as the legal basis.
If the processing is necessary to protect a legitimate interest of our company or a third party and if the interests, fundamental rights and freedoms of the data subject do not override the former interest, this legitimate interest shall serve as the legal basis for the processing.
12. Data erasure and duration of retention
We store your personal information to enable you to use our services on an ongoing basis. We will retain your information for as long as is necessary to fulfil the purposes described in this privacy policy or as required by law, e.g. for tax and accounting purposes for ten years. The personal information will be erased or blocked as soon as the purpose of the retention ceases to apply. In addition, retention may take place if this has been provided for or prescribed by the legislator in decrees, laws or other regulations to which the data controller is subject. Data will also be blocked or erased if a retention period prescribed by the aforementioned standards expires, unless there is a need to continue storing the data for the execution or performance of a contract.
We will inform you of further retention durations. For example, we keep your order summaries so that you can review past purchases and the addresses to which you have sent your orders (and repeat orders if you wish) and so that we can improve the relevance of the products and content we recommend. We store the personal data collected each time our platform is called up and files are transferred for a maximum period of one year. These data are stored for reasons of data security - in particular, to defend against attempted attacks on our web servers - as well as to ensure the stability and operational security of our systems.
13. Data Security
We use up-to-date technical and organisational security measures to protect the data under our control against accidental or intentional manipulation, loss, destruction or against access by unauthorised persons. E.G.:
Our security measures are continuously improved in line with technological developments.
14. Commissioned data processing
A transfer to external service providers may take place within the framework of commissioned processing under Article 28 GDPR. These processors have been carefully selected and commissioned by us, are bound by our instructions and the provisions of the GDPR and are regularly monitored.
The following Data Processors have been engaged for the platform:
- SAP CDC (Cloud)
- Salesforce.com EMEA Limited (Cloud)
- Pimcore (Cloud)
- Paymetric (payment service provider)
- dun & bradstreet (credit check)
- Cvent (Event Registration)
- Walls.io
- Qualtrics
If necessary, other Data Processors can be added. Upon your request, we will provide you with a list of all Data Processors.
15. Transfer of data to third countries
Some of our affiliates and contractors are located in countries with a different level of data protection. This is particularly the case for countries that do not belong to the European Economic Area (EEA). A full list of our affiliated companies can be found here:
https://www.ivoclar.com/en_li/tools/group-companies
The transfer of personal data to countries outside the EEA will only take place under the following conditions:
- if the European Commission takes a so-called adequacy decision on the third country pursuant to Article 45 GDPR, i.e. has declared that the third country provides a level of data protection adequate to that of the EU; or
- Without an adequacy decision but with a sufficient level of data protection, if appropriate data protection measures (e.g. standard contractual clauses of the EU Commission in the currently applicable version) have been agreed in a legally binding manner with the recipient of the data; or
- without an adequacy decision and without a sufficient level of data protection, if appropriate data protection measures (e.g. standard contractual clauses of the EU Commission in the currently applicable version) and additional safeguards have been agreed in a legally binding manner with the recipient of the data. Additional safeguards may include binding internal data protection rules (e.g. intercompany agreements with third party effect, Binding Corporate Rules) or a positive law enforcement report, a risk assessment questionnaire with a low risk result or a declaration not to be subject to US FISA 702. You can request a copy of these agreements from the Data Controller or the Data Protection Officer; or
- if you have expressly consented to the proposed data transfer or we are entitled to transfer for another reason mentioned in Article 49 GDPR.
Your personal data will only be forwarded to the extent necessary to fulfil our obligations, in particular within the Ivoclar Group. We will not sell, license or rent your personal data to parties other than those already mentioned without your consent. We will disclose your information if we have a good faith belief that disclosure is necessary to comply with the law, for law enforcement purposes or to comply with a court order, or to protect the rights, property or safety of another person, including our own property or rights.
In some cases, e.g. if there is a corresponding court order, we are legally required to transmit data to a requesting public authority or a third party. This may also be without being allowed to inform you.
16. Tracking with fusedeck
This Website uses “fusedeck”, a tracking solution provided by Capture Media AG (hereinafter referred to as “Capture Media”). Capture Media is a Swiss company having its registered office in Zurich which, on behalf of its customers, measures website usage in the context of engagements and events. Tracking is anonymous so that it is impossible to attribute any information gained to any identified or identifiable persons.
For more information on data protection and the rights which data subjects have in connection with “fusedeck”, including their right to “opt out” (right to object), please refer to the Privacy Policy and the Information on the Right to Object.
https://io.fd.ivoclar.com/en/5rat9XCVP2
17. Infrastructure Monitoring with Dynatrace
The website uses Dynatrace as a monitoring tool for technical issues users could experience. Dynatrace is a US company located in Waltham. The solution tracks technical errors and stores an anonymized user session recording if errors appear.
For more information, please refer to the Dynatrace website: https://www.dynatrace.com/company/trust-center/privacy
18. Multilingual customer support with ChatLingual
ChatLingual is a multilingual enterprise messaging platform that provides customer support translations. Connected to our Salesforce-integrated messaging channels (FB messenger, WhatsApp and SMS), the tool temporarily saves the content of chats coming in via these channels in order to translate them in real-time. By using our chats you consent to the transfer of the entire chat content to ChatLingual, USA for translation purposes.
For more information, please refer to the ChatLingual website: https://www.chatlingual.com
19. Monitoring with Cloudflare
This Website uses “Cloudflare”, a security measure put in place to protect our websites from malicious bots and automated attacks. Cloudflare is a US based company located in California. It is an invisible check on the legitimacy of users who submit their data through webforms on this website. Cloudflare only consults session data to validate the user's human behaviour and relies on data from device manufacturers or machine learning models, it does not collect sensitive information nor does it place cookies. For details and more information on Cloudflare’s data processing and privacy policy, please refer to the Data Privacy declaration on following page:
https://www.cloudflare.com/privacypolicy
20. Tracking with Microsoft Clarity
This website uses Microsoft Clarity which is a user behaviour analytics tool that helps us understand how users interact with our website. Microsoft Clarity collects data related to user sessions, such as mouse movements, clicks, scrolls, and other interactions on our website. This information helps us improve the design and functionality of our website.
For more information about how Microsoft collects and uses your data, visit the Microsoft Privacy Statement.
21. Tracking with Qualtrics
When using the “Voice of Customer” surveys on ivoclar.com, the following further data are collected over and above the personal data already mentioned while using all online services mentioned before:
Automatic data collection: We, our service providers and our business partners may automatically log and combine information about you, your computer or mobile device, and your interaction over time with the services, online resources and our communications, including:
22. Amendment of this privacy policy
We may amend this privacy policy at any time by publishing the amended version. The respective changes will be announced here so that you can find out about them at any time.
Revised: October 2024