OpalSpan: customer case communications processing supplement

Version and particulars/annex version: dpa-en-2026-11-01-v11. Supplemental instructions: dpa-instructions-en-2026-11-01-v11. Supplemental privacy notice: privacy-en-2026-11-01-v11.

This copy applies prospectively only through the attributable feature instruction identifying these exact supplemental copies and hashes and the holder's existing processing-agreement binding. Publication, source integration, installation or continued use does not extend an earlier instruction.

Processor: Ready IT ApS, CVR 38769383, Denmark; contact@readyit.dk. The recorded underlying order/agreement identifies the customer, authorised representative and applicable base DPA. This is a purpose-specific supplement, not a substitute for a missing Article 28 agreement. The underlying DPA's documented-instruction, confidentiality/security, subprocessor notice/objection and equivalent duties, transfer, assistance, breach-notification, audit, unlawful-instruction notice and customer-chosen return/deletion obligations remain unchanged.

Instructed purpose and responsibility

Customer case communications are optional instructed processing. After an authorised representative separately accepts the identified feature instructions for the workspace, the customer instructs Ready IT to prepare and submit individually reviewed service messages to a selected device owner, case customer or responsible contact, and keep the minimum records needed for their safe handling. The useful moments are work started, meaningful progress and work finished with a short explanation.

The purpose includes the deliberately shared customer-safe case projection and the recipient's case-scoped preference. It is not marketing, a notification on every internal event or Ready IT undertaking the customer's IT service. Cases remain optional for device work overall.

Ready IT acts as processor for customer-controlled data within this instruction, or an authorised subprocessor where the customer acts for another controller. Ready IT's account, billing, security and necessary incident purposes remain distinct controller processing. Actual purposes and authority determine the role; a purchasing label, workspace membership, saved contact or agent request is not a lawful-basis or upstream-authority declaration.

Data and minimisation

The ordinary data is the selected recipient's name/address and stated responsibility; case/message identifiers; deliberately shared title and plain-text update; company name/signature and verified reply address; instruction/review versions; and minimal preparation, submission, link, preference and recovery metadata.

Credentials, unrelated customer information, full internal conversations, prompts, command/log transcripts and arbitrary attachments are outside this feature instruction. Additional sensitive categories require an independently applicable lawful instruction and safeguards; this supplement supplies none. Preparing a message or registering a contact does not authorise sending.

The company chooses the appropriate recipient. A visible active contact can be referenced, or the human can deliberately review a responsible person's name/address for this case without automatically creating a CRM record. Both agent routes preserve the same permission and human-confirmation boundary.

Disclosed AWS SES and recipient processing

Amazon Simple Email Service (AWS SES), API v2 in Stockholm, eu-north-1, is the selected customer/device-owner mail transport in Ready IT's existing AWS account 270208331408. The existing opalspan.com sending-domain identity is verified. Messages use one fixed authorised OpalSpan platform From identity, with the company's branding/signature and its verified selected reply address. The feature's fixed platform From is OpalSpan updates@opalspan.com, shown only when its runtime sending authority is actually bound. An SES sending identity does not create a receiving mailbox or extend sender/IAM permissions by accepting this supplement.

AWS receives the exact recipient, selected message, company/signature/reply information, included usable case/preference links and minimum delivery metadata. For this expressly instructed purpose, AWS is a subprocessor under the applicable AWS agreement, GDPR Data Processing Addendum, supplementary addendum and applicable SCC or alternative transfer arrangement. The ordinary Danish-account contracting route is Amazon Web Services EMEA SARL, with the DPA's identified parties. Existing subprocessor notice/objection and equivalent-duties obligations continue to apply to this additional disclosed SES purpose.

Selecting the EU API region does not confine addressed Internet mail, recipient handling, support or all onward access to the EU. The recipient and its chosen mail service receive the communication and any usable links; that service is not automatically a provider selected by Ready IT for the technical-work service. API submission uses encrypted transport. Internet mail delivery is governed by the applicable SES/recipient transport settings; this supplement promises neither end-to-end message encryption nor zero provider retention.

Anyone holding or forwarded a live link can obtain its deliberately shared fields until expiry or revocation. Audience scoping restricts which fields/messages a capability can read; it does not authenticate the intended individual. The feature introduces no advertising/open/click tracking, customer data in SES tags, contact-list marketing or automatic expansion of shared content.

Existing Microsoft member/billing/contact mail and Auth0 login mail remain unchanged. Auth0's authentication-only no-reply IAM credentials/purpose are not reused. No new account, paid add-on, pricing-plan switch, IAM/credential expansion, DNS change, receiving mailbox or wider sender permission is authorised by these supplemental instructions. The actual customer runtime sender/credential binding needs its own applicable authority. Supplier/transfer details remain available through contact@readyit.dk and the base DPA notice/objection process.

Provider references: https://aws.amazon.com/service-terms/, https://d1.awsstatic.com/legal/aws-gdpr/AWS_GDPR_DPA.pdf, https://aws.amazon.com/compliance/sub-processors/ and https://docs.aws.amazon.com/ses/latest/dg/data-protection.html.

Review, links and reliability

Each send still requires current case/contact authority and an attributable human decision over the exact recipient, responsibility, case, frozen rendered content, company/reply settings and customer-safe projection. A digest, CLI flag or model assertion is content identity, not consent. A durable claim commits before provider I/O; claimed or uncertain sends are not automatically repeated.

Provider acceptance is not inbox delivery. Automatic inbox and bounce observation is not performed. A human-reported return is a separate recorded decision. Authentication, throttle or service rejection does not mean that a valid recipient opted out or that their mail bounced.

A case link is read-only, defaulting to seven days with a one-to-thirty-day lifetime and explicit revocation. Anyone holding or forwarded a live link can read only the deliberately shared fields for that reviewed case/audience until expiry or revocation, without a workspace account. It never exposes another recipient's messages or the full internal case, conversations, commands, logs, credentials or customer-file inventory. Invalid, expired and revoked links share a safe unavailable response.

The separate preference capability grants no case-content access. It stops optional updates for its own workspace/case/normalised recipient only. A GET, preview or security-prefetch cannot change that preference, and an administrator cannot silently reverse the recipient's opt-out.

Retention, copies and rights

Mail content and delivery/recovery records follow the applicable case/workspace retention and the customer's return/deletion/restriction instruction. The existing lack of general automatic case/directory expiry, seven-generation automatic recovery and individually reviewed manual copies retain their distinct handling. This supplement establishes no new retention period.

SES submission creates no Exchange Sent Items copy or receiving mailbox. That is not a promise of no AWS queues, delivery/security/operational records, recipient retention or backups. Applicable AWS service handling and the underlying processing/return/deletion obligations remain distinct; no account-specific provider-erasure interval has been verified or introduced here. A link timer is an access lifetime, not an email, provider or recovery erasure period. Material already received cannot be recalled by expiring or revoking its link.

Minimum no-replay metadata may be retained only under a recorded applicable obligation or instruction, with any exception explained through the base return/deletion process. Specific rights/return/deletion instructions go to contact@readyit.dk with the affected workspace and requesting authority. Existing statutory rights and the base DPA's assistance obligations remain unchanged.

Prospective selection

One reserved operator processing/publication approval may select and publish these three exact SES supplements and authorise the specified prospective customer_case_communications_v1 purpose/provider configuration for aws_ses in eu-north-1. It does not authorise a separate IAM, credential, DNS, receiving-service, sender-permission, account or fee change. Routine verified release/configuration under that exact decision does not need another operator activation approval. It is not permission for a specific live test or customer email. Each workspace must have its applicable attributable feature instruction, and every message still needs its own current human send decision.

Earlier orders, accepted documents, tariffs and feature profiles are not rewritten or bulk-migrated. The existing signup/purchase journey stays unchanged; optional feature enablement records this additional purpose without a new buyer-kind/controller questionnaire. Prices, plans, withdrawal/liability rights, device access, telemetry and other processing purposes are unchanged.