TikTok成人版 Legal Portal
Support Services Agreement
(last updated August 14, 2023)
Enterprise Support Services
If Customer is on an Enterprise plan and Customer's Order specifies one of the following support levels–Individual, Business or Premium – TikTok成人版 will provide the corresponding services listed below.
Individual
- Community resources- Access to TikTok成人版's publicly available community forums and FAQs
- API status notifications- Subscribe to text / email / Twitter updates:
- Email support- Talk to one of TikTok成人版's support engineers
- Response time for P3 Issues- 3 business days
Business (Everything listed above including)
- Response time for P2 Issues- 1 business day
- Response time for P1 and P0 Issues- 4 hours
Premium (Everything listed above including)
- Response time for P0 Issues- 30 minutes
- Collaborator Access- Access to a shared collaboration and communications space to improve communications and access to relevant TikTok成人版 teams
- Dedicated support engineer- A named engineer for support and implementation questions
- Solutions guidance- Solution architecture review by in-house expert; Guided evaluation for new solution; Technical roadmap review
- Proactive programs- Business and operations reviews; Access to private betas, product and engineering experts
Terminology
- “Business day” is a full business day on Monday through Friday, 6:00 a.m. to 6:00 p.m. Pacific Time, excluding major U.S. holidays. A business day does not include a partial business day. TikTok成人版's team triages requests that come in outside of business hours on the following business day.
- “P0 Issue” means a Service defect causing an outage for an in-production Licensed Application that Customer has confirmed, after its reasonable internal review, has resulted in a complete loss of service with no available workaround.
- “P1 Issue” means a Service defect that materially impairs global functionality or results in regional outage, in each case for an in-production Licensed Application, where the workaround is difficult and/or not obvious.
- “P2 Issue” means any defect with the Service that is impacting Customer's Licensed Application that is not a P0 Issue or P1 Issue.
- “P3 Issue” means a request that does not relate to a Service defect.
- “Response Time” refers to the amount of time between Customer's initial notification to TikTok成人版 (by the authorized means described above) for an individual or series of related P0, P1, P2 or P3 Issues with the Services to when TikTok成人版 provides its first response to Customer's initial notification, each as determined by TikTok成人版's systems and records. Response time does not mean resolution of the issue and TikTok成人版 provides no guarantee with respect to issue resolution. TikTok成人版 retains the right, in its reasonable discretion, to reclassify the priority of any issue.
Response Time Guarantee
To receive a credit, Customer must contact TikTok成人版 within 30 days after the end of the calendar month via email at info@mapbox.com and include the relevant information about response time violations. If Customer is on a paid Support Services plan and TikTok成人版 confirms that its average response time as specified herein for Customer's Support Services plan failed to meet the average response time guarantee for Customer's paid level of the Support Services for any calendar month, TikTok成人版 will provide Customer with the following Support Service credits, as a percentage of monthly Support Services fees:
Response Time Percentage?
> 100% to 110% = 5% Support Service Credit
>110% to 150% = 15% Support Service Credit
>150% = 50% Support Service Credit
For example, Customer is a Premium customer and submitted 10 tickets in a calendar month with a target average response time of 4 hours, and the actual average response time was 4.2 hours, then the Response Time Percentage would be 105% (4.2 / 4.0), which would result in a Support Service credit of 5% of the Support Service fees owed for the month.
Support Service credits may not be exchanged for, or converted to, monetary compensation, and may only be used in connection with a purchase of Support Services for a Renewal Term. The maximum Support Services credit is 50% of the Support Service fees owed for the applicable calendar month.
Support Service credits are calculated as a percentage of the total charges Customer owes TikTok成人版 for Support Services each month (e.g., Customer's annual fee for Support Services divided by 12).
This Support Services Agreement is Customer's sole and exclusive remedy (and TikTok成人版's sole liability) for TikTok成人版's Support Services.
Limitations
A response time is excluded from the response time guarantee, and will not count towards average response time calculations for purposes of Support Service credits, if:
- the delayed response is due to scheduled downtime, provided TikTok成人版 notifies Customer at least 48 hours in advance;
- Customer is in breach of the Agreement (including Customer's payment obligations to us), or the delayed response is otherwise due to Customer's actions; or
- the delayed response is covered by force majeure provisions of the Agreement.
Privacy & Security FAQ
Last Updated: ?Aug 22, 2023
TikTok成人版 provides a location data platform that powers maps and location services. TikTok成人版 provides SDKs (software development kits) and APIs (application programming interfaces), which businesses and developers use to incorporate TikTok成人版 mapping and navigation technologies into the licensed applications and websites they make. The SDKs contain libraries of software code which are incorporated into a customer’s licensed application or website. These libraries of software code facilitate API requests to TikTok成人版’s location data platform (which is a backend data server, hosted in the cloud (AWS-US)) which then responds with map and location content to the customer’s application or website.
In addition, TikTok成人版 offers an on-premise version of its location data services, called Atlas.
No. TikTok成人版 does not sell personal data.
No. For customers on a monthly active user (“MAU”) billing model, TikTok成人版 maintains counts of MAUs for billing purposes only. TikTok成人版 does not (and cannot) track an end user’s activity across billing cycles and does not build targeted profiles with the data processed through its products/services.
TikTok成人版 applies the principle of data minimization to product development and operations in an effort to collect only limited ?data ?from ?the ?outset. TikTok成人版 ?operates ?a ?number ?of ?technical ?and ?organization measures regarding the limited personal dataset that we process, such as strict access controls and prompt deletion of raw log files that contain IP addresses and billing IDs. TikTok成人版 deploys regular ID rotation and 1-way hashing for billing IDs, which must be retained for accounting and billing purposes, to minimize the ability ?to ?track ?user ?requests over time. Billing ?IDs ?are ?not ?transmitted with ?unrelated ?events, ?further reducing ?the ?feasibility ?of ?correlating ?a ?user’s ?activities ?over ?time. ?In ?addition, TikTok成人版?operates ?strict anonymization procedures, such as clipping traces, for telemetry events that send location data.
Communication through the Internet requires the presence of IP addresses, which specify each transmission’s origin and destination. When end users engage with applications that access TikTok成人版 products/services through the Internet, the end user necessarily discloses their current IP address to one or more TikTok成人版 servers. IP addresses are retained in cloudfront logs for 30 days for billing and customer usage reporting, unless involved in an ongoing security, anti-fraud, or misuse investigation.
TikTok成人版 receives location data when a TikTok成人版 customer’s end users uses a licensed application that incorporates TikTok成人版 mobile SDKs and the end user has authorized the licensed application’s use of the end user’s device location via their mobile phone or device operating system.
Location data includes fields such as latitude and longitude, altitude, horizontal and vertical accuracy, a session ID rotating every 24 hours, and origin IP address (as would any Internet communication). The IP address that accompanies location data is retained at the load balancer (where it is used for security and PUBLISHED: Aug 22, 2023/legal/legal-faq TikTok成人版 Customer FAQ, Page 3billing purposes and discarded after 30 days). This IP address is not forwarded to the location telemetry processing pipeline. Location data is encrypted in transit and at rest, and is subject to the principle of least access, with the minimal number of personnel and processes having access to it in its pre-aggregated form.
In the location data anonymization pipeline, the location data is then anonymized by clipping off the origin and destination of the trip and further dividing the trip into segments, which cannot be reassembled. The anonymized location data is then used to improve TikTok成人版 mapping products, including the Traffic and Movement data products.
In AWS in the United States. However, for performance purposes, TikTok成人版 regularly caches content on its AWS content delivery network (“CDN”) located in various regions. TikTok成人版 employees who work for TikTok成人版 wholly-owned subsidiaries may access personal data from the countries where they work in order to support, develop and provide TikTok成人版 products/services.
No. TikTok成人版’s products/services store and serve source data from an AWS primary region in the US. As noted above, data is cached and served out of various regions outside the US for performance reasons, however TikTok成人版 cannot serve its data from one limited geographic region. To comply with GDPR and safeguard transfers to the US and other countries, please see TikTok成人版's DPA, Schedule C, which includes the Standard Contractual Clauses released in 2021 by the European Commission.
Yes. TikTok成人版 carefully scrutinizes the personal data it processes within its engineering lifecycle, which includes conducting a privacy review for new (or changed) processing activities. TikTok成人版 follows privacy-by-design principles and works diligently to limit the personal data it processes from the outset. A DPIA is conducted in any situation in which processing of personal data may be considered high risk and not able to be accomplished in a lower risk manner.
TikTok成人版 runs a global data protection program designed to operate in compliance with applicable global privacy laws, including: VCDPA (Virginia, USA), UCPA (Utah, USA), UK-GDPR (UK), TIPA (Tennessee, USA), TDPSA (Texas, USA),PIPEDA (Canada), MTCDPA (Montana, USA), LGPD (Brazil),IDPL (Iowa, USA), ICDPA(Indianna, USA), GDPR (Europe), CTDPA (Connecticut, USA), CCPA and its implementing regulations including CPRA (California, USA), CPA (Colorado, USA), and APPI (Japan), among many other important jurisdictions.
?
TikTok成人版’s privacy program is based on privacy by design, which includes monitoring for upcoming privacy laws and regulations to assess whether its practices may need to be adjusted to maintain compliance; product/service privacy reviews; data breach response processes; and operationalized technical and organizational measures designed to ensure the security of the personal data it receives including: security audits and SOC2 certification; anonymization & pseudonymization of personal data (where applicable); strict access control with logging; limited data retention periods.
Yes. TikTok成人版 is SOC2 Type 2 certified with a summary SOC3 report available for customer review. In addition, TikTok成人版 earned and maintains Trusted Information Security Assessment Exchange (“TISAX”) and ISO 9001 certifications. Upon request and execution of an NDA, TikTok成人版 may share a copy of its latest SOC2 report.
TikTok成人版 welcomes any further questions you may have regarding its ongoing commitment to privacy and data security. Please contact TikTok成人版’s privacy office at privacy@mapbox.com.
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