Privacy Policy
Overview

This Privacy Policy was last updated on 11 July 2021

International SOS Assistance App

Terms & Conditions are provided within the app and need to be agreed to before use.

When providing these services, International SOS acts as Data Controller.

 

International SOS acts as Data Controller when providing this application to users. You can find our complete Privacy Notice, including details about how to exercise your data subject rights at www.internationalsos.com/privacy. You can contact the International SOS Data Protection Officer (DPO) at dpo@internationalsos.com.


Log-In Details

In order to use the application, you will be required to create a profile including your Email Address, Full Name, Mobile Phone Number, Company, Membership Number (in some instances), Home Country and how often you travel for your organisation (to deliver tailored content based on your travel frequency).

 

If your organisation has subscribed to Tracker services, your profile information will be used to present your travel itineraries within the App and provide your organisation with visibility of Trips. We also use the profile data to keep your contact information in Tracker updated and for user authentication.


Location Check-In & Auto Emergency Check-In

Before you start using the app, you are asked whether you would like the app to access your location. Your consent to enable Location Services on your mobile device is needed for the app to display alerts for your current location and to determine your nearest Assistance Centre. The location information collected is integral to how the app works, as your location is essential to ensure you are updated with relevant information for the geographic area you are in. The app will provide local emergency contact details and tailored medical and security alerts for your location. If your organisation subscribes to Check-in and/or Auto Emergency Check-In services, you may also choose to send your location to your organisation. This can be done either manually via the Check-in button or automatically via Auto Emergency Check-In.

 

Auto Emergency Check-In is a voluntary feature and you can enable or disable it at any time on your Profile page. The intention of Auto Emergency Check-In is explicitly to only find your location on behalf of your organisation in case you may be impacted by a major event. Your precise location is not being actively tracked and is only found and plotted at the time of an incident for the purpose of keeping you safe.


Significant Change Location Service

In a strictly limited fashion, your location is tracked to the country level in order to send you relevant alerts and information based on your current country. To accomplish this, the Assistance App leverages the “significant-change location service” of your smartphone, which offers a more power-friendly alternative for apps that need location data without requiring frequent updates or the precision of GPS. The service relies on GPS alternatives such as Wi-Fi and cellular information to determine your approximate location. Your precise location is never actively being tracked by International SOS or your organisation and is only plotted into Tracker if your mobile is set to Check-in or if you have enabled Auto Emergency Check-In.


Accessing Assistance Services via Live Chat or Phone

If you contact us through Live Chat or phone, your name, phone number and the name of your organisation will be displayed in our system. Our coordinator will still ask you for these details to confirm your identity.

 

When you initiate a chat, you will be able to nominate what personal and or medical information the Assistance Centre can provide to your company, insurer and/or third-party provider (hospital, doctor's office)

 

For detailed information please refer to the description of Medical and Security Assistance Services in this privacy notice.


Personalisation and Analytics

The Assistance App collects information from your device to allow us to dynamically serve more relevant content and product support and improve our products and services. This includes analytics and information about your device, operating system, app version, app usage, and crash reports.


Disclosure of personal information to third parties

We will not disclose the personal information collected by the app to third parties without your express permission unless it is necessary to provide the app services or maintain your accurate Profile. We have engaged named processors (see below) to assist with the provision of this app.

 

We will use your Profile data to personalise the delivery of our Assistance Services (we will recognise you when you call our Assistance Centre – as described above).

 

If you have consented to us sharing your location data, and your organisation subscribes to our Check-in and/or Auto Emergency Check-In feature, location data will also be shared with your organisation as explained above. Profile and Itinerary data are shared in the same way, as part of our Tracker service. For more information about the Tracker services, please review the relevant section in our privacy notice which also includes a current list of other parties engaged to support the services delivery.

 

When providing this service, International SOS acts as Data Controller.


Member Portal ("MemberView")

In addition to the Assistance App, you may also have access to a web portal for employees to help you manage your own information. This system needs to collect some Personal Data for the purpose of user identification and access authorisation, including your name and email address. This information is integral to how the applications work, as we need to know who you are to deliver the right content to you.

 

Data collected by the portal are generally retained for the duration of your organisation’s contract with Intl.SOS. Information collected through the app will be retained for 3 years or for the duration chosen by your organisation. Please refer to our Data Retention, Archiving and Destruction Policy at https://www.internationalsos.com/privacy.

 

When providing these services, International SOS acts as Data Controller.


Data Subjects

Employees of the Subscribing Organisation and individual app users.


Personal Data

Name, email address, mobile phone number, employee ID number, travel data including flights, car rental, hotels and train bookings, location data including GPS (only with user’s active consent)


Special Category Personal Data

None


Where Personal Data is stored in the EU cloud instance #10:

Processor: International SOS Assistance Inc

Further Processor: Google LLC

Processing Location(s): Taiwan, Argentina, Brazil, Germany, India, Ireland, Japan, Malaysia, Mexico, Netherlands, Philippines, Poland, Portugal, Turkey, USA

Service(s): Google Analytics


Location(s) of Processing by International SOS (Data Transfers)

Australia, China, Czech Republic, France, Germany, Hong Kong, India, Indonesia, Japan, Malaysia, Philippines, Russia, Singapore, South Africa, South Korea, Spain, Switzerland, Taiwan, Thailand, United Arab Emirates, United Kingdom, United States and Vietnam


Where Personal Data is stored on the EU server #1:

Processor: AEA International Holdings Pte Ltd

Further Processor: Orange Business Services

Processing Location(s): France

Service(s): Hosting


Where Personal Data is stored on the EU server #2:

Processor: AEA International Holdings Pte Ltd

Further Processor: Okta, Inc.

Processing Location(s): Germany

Service(s): User Authentication


Where Personal Data is stored on the EU server #3:

Processor: AEA International Holdings Pte Ltd

Further Processor: OutSystems, Inc.

Processing Location(s): Ireland

Service(s): Cloud PaaS


Where Personal Data is stored on the EU server #4:

Processor: International SOS Assistance Inc

Further Processor: Vismo Ltd.

Processing Location(s): Ireland

Service(s): Location data processing (App)


Where Personal Data is stored on the EU server #5:

Processor: International SOS Assistance Inc

Further Processor: Google LLC

Processing Location(s): Taiwan, Argentina, Brazil, Germany, India, Ireland, Japan, Malaysia, Mexico, Netherlands, Philippines, Poland, Portugal, Turkey, USA

Service(s): Google Analytics


Where Personal Data is stored on the EU server #6:

Processor: International SOS Assistance Inc

Further Processor: Tyk Technologies, Inc.

Processing Location(s): USA

Service(s): API Management


Where Personal Data is stored on the EU server #7:

Processor: International SOS Assistance Inc

Further Processor: DXC Technology Services Singapore Pte Ltd.

Processing Location(s): India, Malaysia

Service(s): Infrastructure Support


Where data is stored on the US server #1:

Processor: AEA International Holdings Pte Ltd

Further Processor: OutSystems, Inc.

Processing Location(s): Ireland

Service(s): Cloud PaaS


Where data is stored on the US server #2:

Processor: International SOS Assistance Inc

Further Processor: Vismo Ltd.

Processing Location(s): Ireland

Service(s): Location data processing (App)


Where data is stored on the US server #3:

Processor: International SOS Assistance Inc

Further Processor: Google LLC

Processing Location(s): Taiwan, Argentina, Brazil, Germany, India, Ireland, Japan, Malaysia, Mexico, Netherlands, Philippines, Poland, Portugal, Turkey, USA

Service(s): Google Analytics


Where data is stored on the US server #4:

Processor: International SOS Assistance Inc

Further Processor: Tyk Technologies, Inc.

Processing Location(s): USA

Service(s): API Management


Where data is stored on the US server #5:

Processor: International SOS Assistance Inc

Further Processor: DXC Technology Services Singapore Pte Ltd.

Processing Location(s): India, Malaysia

Service(s): Infrastructure Support


Where data is stored on the US server #6:

Processor: AEA International Holdings Pte Ltd

Further Processor: Microsoft, Inc.

Processing Location(s): USA

Service(s): Cloud PaaS (Partymaster Identity & Authentication management)


Where data is stored on the US server #7:

Processor: AEA International Holdings Pte Ltd

Further Processor: Mulesoft, Inc.

Processing Location(s): USA

Service(s): API Management


Where data is stored on the US server #8:

Processor: AEA International Holdings Pte Ltd

Further Processor: Okta, Inc.

Processing Location(s): USA

Service(s): User Authentication


Where data is stored on the US server #9:

Processor: International SOS Assistance Inc

Further Processor: RackSpace, Inc.

Processing Location(s): USA

Service(s): Hosting


Where Personal Data is stored in the EU cloud instance #1:

Processor: AEA International Holdings Pte Ltd

Further Processor: OutSystems, Inc.

Processing Location(s): Ireland

Service(s): Cloud PaaS


Where Personal Data is stored in the EU cloud instance #2:

Processor: AEA International Holdings Pte Ltd

Further Processor: Microsoft Corp (Azure).

Processing Location(s): Germany

Service(s): Cloud PaaS (Partymaster Identity & Authentication management)


Where Personal Data is stored in the EU cloud instance #3:

Processor: AEA International Holdings Pte Ltd

Further Processor: Mulesoft, Inc.

Processing Location(s): Germany

Service(s): API Management


Where Personal Data is stored in the EU cloud instance #4:

Processor: AEA International Holdings Pte Ltd

Further Processor: Okta, Inc.

Processing Location(s): Germany

Service(s): User Authentication


Where Personal Data is stored in the EU cloud instance #5:

Processor: International SOS Assistance Inc

Further Processor: Tyk Technologies, Inc.

Processing Location(s): USA

Service(s): API Management


Where Personal Data is stored in the EU cloud instance #6:

Processor: International SOS Assistance Inc

Further Processor: Vismo Ltd.

Processing Location(s): Ireland

Service(s): Location data processing (App)


Where Personal Data is stored in the EU cloud instance #7:

Processor: International SOS technology Services Pte Ltd

Further Processor: Orange Business Services

Processing Location(s): France

Service(s): Managed Service (AWS)


Where Personal Data is stored in the EU cloud instance #8:

Processor: International SOS technology Services Pte Ltd

Further Processor: Amazon Web Services

Processing Location(s): France

Service(s): Cloud PaaS


Where Personal Data is stored in the EU cloud instance #9:

Processor: International SOS technology Services Pte Ltd

Further Processor: DXC Technology Services Singapore Pte Ltd.

Processing Location(s): India, Malaysia

Service(s): Development


Where Personal Data is stored in the US cloud instance #1:

Processor: AEA International Holdings Pte Ltd

Further Processor: OutSystems, Inc.

Processing Location(s): Ireland

Service(s): Cloud PaaS


Where Personal Data is stored in the US cloud instance #2:

Processor: International SOS Assistance Inc

Further Processor: Vismo Ltd.

Processing Location(s): Ireland

Service(s): Location data processing (App)


Where Personal Data is stored in the US cloud instance #3:

Processor: International SOS technology Services Pte Ltd

Further Processor: DXC Technology Services Singapore Pte Ltd.

Processing Location(s): India, Malaysia

Service(s): Development and Managed Service (AWS)


Where Personal Data is stored in the US cloud instance #4:

Processor: International SOS technology Services Pte Ltd

Further Processor: Amazon Web Services

Processing Location(s): USA

Service(s): Cloud PaaS


Where Personal Data is stored in the US cloud instance #5:

Processor: International SOS Assistance Inc

Further Processor: Google LLC

Processing Location(s): Taiwan, Argentina, Brazil, Germany, India, Ireland, Japan, Malaysia, Mexico, Netherlands, Philippines, Poland, Portugal, Turkey, USA

Service(s): Google Analytics


Where Personal Data is stored in the US cloud instance #6:

Processor: AEA International Holdings Pte Ltd

Further Processor: Microsoft, Corp (Azure).

Processing Location(s): USA

Service(s): Cloud PaaS (Partymaster Identity & Authentication management)


Where Personal Data is stored in the US cloud instance #7:

Processor: AEA International Holdings Pte Ltd

Further Processor: Mulesoft, Inc.

Processing Location(s): USA

Service(s): API Management (AWS)


Where Personal Data is stored in the US cloud instance #8:

Processor: AEA International Holdings Pte Ltd

Further Processor: Okta, Inc.

Processing Location(s): USA

Service(s): User Authentication


Where Personal Data is stored in the US cloud instance #9:

Processor: International SOS Assistance Inc

Further Processor: Tyk Technologies, Inc.

Processing Location(s): USA

Service(s): API Management