Legal FAQ

What is ilert?

ilert is a cloud-based platform for alerting, on-call management, and incident communication. ilert helps companies to resolve incidents faster and increase the uptime of their digital services. Typical customers of ilert are companies that operate and rely on digital services that are available 24/7.

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What kind of personal data is stored in ilert?

ilert stores personal data of users that are required to alert them when incidents occur. This includes

contact information, such as email address, phone numbers, device IDs for push notifications
on-call shifts (in form of on-call schedules)

During an incident, ilert stores all actions along with time stamps that a user has performed on the incident, including

any notifications sent to a user
whether or not a user has responded to an alert, e.g. acknowledge or escalate
comments and status updates that a user may enter

How does ilert deal with data protection regulations?

ilert is headquartered in Cologne, Germany. We therefore follow the strict German and European data protection rules (General Data Protection Regulation, GDPR) and also serve customers that need to comply with the California Consumer Privacy Act (CCPA).

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Where is personal data stored?

We use ISO 27001 certified and secure data centers provided by Amazon Web Services (AWS) in the EU regions Frankfurt and Dublin.

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How does ilert deliver its services?

ilert is a cloud-based software with mobile apps for iOS and Android, a web application, and APIs for developers and integration partners. For voice calls and SMS messages, we work with telecommunication providers (as listed in our subcontractors page). We develop and operate our services in a multi-tenant environment.

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This means that your organization does not need to run any software or telco hardware. Due to its cloud-based architecture, ilert is not available as on-premise software. ilert is solely offered as a cloud service, all intellectual property rights of the ilert platform stay with ilert. This also means that we do not provide customer-specific tailored services or software.

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Can we pay by invoice?

Payment by invoice is available for Enterprise customers as well as for annual subscriptions of €2,000 or more, fully automated, with no manual steps required. Invoice payment for annual subscriptions is rolling out gradually, starting with German customers, with expansion to other EU countries and the US to follow. For all other plans, you can pay by credit card or SEPA direct debit.

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Can we change or amend the terms of service?

Just as for payment methods, offering custom legal terms would incur a lot of additional costs making it unsustainable for us to offer self-service plans at the current price levels.

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For this reason, we do not support any changes to our online terms nor signing of any additional agreements nor carrying out of custom security audits on our self-service tier.

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If you require more flexibility, contact our sales team to find out about our enterprise plans, where we offer more room for custom agreements.