Permanent Support and Contact
Technical, regulatory and procedural support channels at the service of the data subjects, employees and partners of the Borgstena Group.
The Borgstena Group Data Protection Platform provides a permanent support service, designed to clarify any question relating to the processing of personal data and to the use of the Platform itself.
This space brings together the contact channels, describes the types of support provided and sets out how to formulate a request effectively. Support is intended for all interested parties who need assistance in consulting content, understanding their rights or using the forms available.
1. Contact channels
Platform support is accessible through the channels indicated below, which ensure a response to requests of a technical, regulatory and procedural nature.
2. Types of support available
The support service covers three areas of assistance, distinct in their object but interconnected with one another.
2.1. Technical support
Assistance with the use of the Platform as a digital resource, namely in accessing pages, consulting and downloading documents, correctly displaying content and resolving any navigation difficulties.
2.2. Regulatory support
Clarification of questions relating to the data protection framework, namely the meaning of the published policies and information sheets, the rights of data subjects and the scope of the Borgstena Group's obligations. Questions of a substantive nature are, whenever necessary, referred to the Data Protection Officer.
2.3. Procedural support
Assistance with completing and submitting the forms available on the Platform, namely the rights exercise and incident reporting forms, as well as guidance on the appropriate channel for each type of request.
3. Response times
The Borgstena Group seeks to ensure a prompt response to all requests. The timeframes indicated are reference timeframes for the management of support and do not replace the statutory deadlines applicable to the exercise of rights.
| Type of request | Reference response | Notes |
|---|---|---|
| Acknowledgement of receipt | [1 business day] | Logging of the request and assignment of an internal reference. |
| Technical or procedural support | [up to 3 business days] | Response or referral, depending on complexity. |
| Regulatory support | [up to 5 business days] | Referral to the Data Protection Officer where applicable. |
| Exercise of rights | 1 month | Statutory deadline, extendable by two months in justified cases, under Article 12(3) of the GDPR. |
4. How to formulate an effective request
So that the request can be handled swiftly and accurately, it is recommended that the communication include the following elements:
- the identification of the requester and a valid contact for the reply;
- a clear indication of the subject and of the type of assistance required — technical, regulatory or procedural;
- an objective description of the question or difficulty, indicating the page or document concerned, where applicable;
- an indication of the Borgstena Group company to which the request relates, where known.
The requester should not include, in the initial support communication, sensitive personal data or confidential information that is not strictly necessary to clarify the question.
5. Referral to the appropriate channel
The support service provides assistance and guidance but does not replace the dedicated channels established for certain requests. For a more effective response, the following distinction should be observed:
- the exercise of data protection rights — access, rectification, erasure, restriction, portability and objection — should be carried out through the Platform's Rights and Incident Forms;
- the reporting of security incidents and personal data breaches should be carried out through the dedicated form, without prejudice to direct contact with the Data Protection Officer in urgent situations;
- questions addressed directly to the Data Protection Officer have a dedicated channel, indicated on the corresponding page;
- whistleblowing reports covered by the whistleblower protection regime have an autonomous and confidential channel, distinct from Platform support.