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Security incidents

Carnet has a written incident response policy. The operator leads every incident, from detection to review.

• Detection: production errors raise an automatic alert, and we act on notices from Shopify and our hosting providers.
• Containment first: we can rotate encryption and session keys, revoke third-party access tokens and take the app offline.
• Notification: if a personal data breach affects your data, we email you without undue delay after we become aware of it, at the contact address registered for your shop in Shopify. The email says what happened, which data and how many records are affected, the likely consequences and what we are doing. It gives you what you need to meet your own duties under Articles 33 and 34 of the GDPR, including the 72-hour deadline to notify your supervisory authority. We also inform Shopify, as its partner program requires.
• After every incident we write a review with the cause and the fixes, and we test the procedure at least once a year.

Who has read your buyers' data

Every time buyer contact data (name, email, phone, address) is decrypted, by you or your staff in the Carnet admin, or by a background job such as sending a recap email or creating a draft order, Carnet records when, for which store, which staff member or job, and which request. The record never contains the data itself. Entries are kept for 365 days, then deleted, and are deleted with the rest of your store's data on uninstall. Only the Carnet operator can read the log, directly in the database.