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| lastupdated | 2018-08-24 |
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#GDPR Subject Access Request {: #gdpr-sar}
See the following sections to request support for {{site.data.keyword.cloud}} {{site.data.keyword.watson}} resources: {: shortdesc}
- For {{site.data.keyword.ibmwatson}} resources that are created in the European Union (EU), see Requesting support for {{site.data.keyword.cloud_notm}} {{site.data.keyword.watson}} resources created in the European Union.
- For {{site.data.keyword.ibmwatson_notm}} resources that are created outside of the EU, see Requesting support for resources outside the European Union.
{: #request-EU}
European Union support is provided 24 hours a day, 7 days a week by IBM support engineers who are located in Europe for customers who have created a resource in the Germany region and have selected the EU Supported option. Global teams provide additional support only at the discretion and under the direction of the EU support team. Global teams might be contacted, for example, when issues are not resolved by the Level 1 or Level 2 support team in the EU and expertise is needed from a global Level 3 support team member.
You can specify that you want support for your account from the support team that is physically located in Europe if the following criteria are true:
- Your master user or account owner set the EU Supported option for your account.
- Your resources are in the appropriate European data center.
- You select the EU supported ticket level when you open the ticket.
For the {{site.data.keyword.cloud_notm}} platform, only services that are hosted in the Germany region with the EU Supported option can be supported by a team that is physically located in Europe.
Setting the EU Supported option for your account applies to all future tickets that you open for issues on any service or data center that is hosted in the EU region. Any tickets you opened prior to setting this option are not affected. If you set this option and you add resources outside of an EU data center or the Germany region, issues for those resources are not necessarily handled by a support team in Europe.
For more information about setting up your account to be EU supported, see Enabling the EU supported option.
{: #request-EU-how}
If you need to make a Subject Access Request (SAR) for any of the following request types, submit a support request by following the guidance in Opening a GDPR SAR support ticket.
Types of Subject Access Requests
- Copy of Customer Data Request
- Copy of Audit Log Request
- Dedicated Account Data Delete Request (Visual Recognition only)
A SAR must be submitted for one end-customer only. If you have multiple end-user requests, you must send a separate email message for each end-user request.
If multiple {{site.data.keyword.watson}} services are required to fulfill the end-user request, you can send one SAR email message for the request.
{: #request-EU-opening}
If you have a valid {{site.data.keyword.cloud_notm}} account, submit a support request to gdprceur@us.ibm.com. Provide the following information in your email request:
- Email subject:
GDPR SAR Request. - Your {{site.data.keyword.cloud_notm}} account {{site.data.keyword.ibmid}}.
- Type of request
- Customer Data Request
- Audit Log Request
- Customer Data & Audit Log Request
- Visual Recognition Data Delete Request
- GDPR end-user customer_id (used in the GDPR labeling process).
- List all {{site.data.keyword.watson}} services that are required for the request.
- Duration period: 30, 60, or 90 days. Applies only for an Audio Log Request.
A few minutes after you open a support ticket, you will receive an email notification. Follow the instructions in the email for further communications about the issue.
{: #request-non-EU}
Use the following sections to request support for {{site.data.keyword.cloud_notm}} {{site.data.keyword.watson}} resources outside of the EU.
{: #request-non-EU-how}
If you need to make a Subject Access Request (SAR) for any of the following request types, submit a support request by following the guidance in Opening a GDPR SAR support ticket.
Types of Subject Access Requests
- Copy of Customer Data Request
- Copy of Audit Log Request
- Dedicated Account Delete Request (Visual Recognition only)
A SAR must be submitted for one end-customer only. If you have multiple end-user requests, you must send a separate email message for each end-user request.
If multiple {{site.data.keyword.watson}} services are required to fulfill the end-user request, you can send one SAR email message for the request.
{: #request-non-EU-opening}
If you have a valid {{site.data.keyword.cloud_notm}} account, submit a support request to gdprcreq@us.ibm.com. Provide the following information in your email request:
- Email subject:
GDPR SAR Request. - Your {{site.data.keyword.cloud_notm}} account {{site.data.keyword.ibmid}}.
- Type of request
- Customer Data Request
- Audit Log Request
- Customer Data & Audit Log Request
- Visual Recognition Data Delete Request
- GDPR end-user customer_id (used in the GDPR labeling process).
- List all {{site.data.keyword.watson}} services that are required for the request.
- Duration period: 30, 60, or 90 days. Applies only for an Audio Log Request.
A few minutes after you open a support ticket, you will receive an email notification. Follow the instructions in the email for further communications about the issue.