Privacy Notice on the Processing of Personal Data
Last updated: July 2026
This translation is provided for convenience; the official and legally binding version is the Turkish one.
1Data Controller
Pursuant to the Personal Data Protection Law no. 6698 (“KVKK”), your personal data is processed by Bitenta, in its capacity as data controller, within the scope described below.
2Personal Data Processed
The following personal data is processed through our platform:
| Data Category | Data Types |
|---|---|
| Identity | Name, surname (the name entered when starting a support call) |
| Contact | Email address (optional) |
| Transaction Security | IP address, session token information |
| Call Content | Chat messages, shared files, video/audio stream (real time) |
| Feedback | End-of-call survey responses, score rating |
| Account Information | Agent/admin name, email, hashed password |
| Connection Diagnostic Result | Only if you choose to share it: camera/microphone permission outcome, device counts, network class and browser/operating system family (your IP address, device names and browser identifier are not stored) |
Video and audio streams are transmitted directly between browsers (P2P) via WebRTC technology and are not recorded on our servers. Files shared during a call are stored encrypted for a short time.
3Purposes of Processing Personal Data
4Legal Grounds for Processing
Your personal data is processed under Article 5 of the KVKK based on the following legal grounds:
5Transfer of Data
Your personal data may be shared with the following recipient groups:
Service Providers
Server infrastructure, email services (only within the scope of the service, under a confidentiality agreement)
Authorized Public Institutions and Organizations
Where mandatory by legal obligation or court order
Customer Companies (Embed Users)
Only call data belonging to their own support rooms, within the scope of the DPA
Because part of our server infrastructure is located in the European Union, your personal data may be processed abroad within that scope; such transfers are subject to the cross-border transfer provisions of the KVKK.
6Retention Periods
| Data | Period |
|---|---|
| Call records (name, email, messages) | 2 years |
| IP address | 1 year |
| Shared files | 30 days (deleted automatically) |
| Survey responses | 2 years |
| Agent/admin account information | 1 year from the account deletion date |
| Shared connection diagnostic result | 30 days (deleted automatically) |
7Rights of the Data Subject
Under Article 11 of the KVKK, you have the following rights:
Request information
To learn whether your data is being processed
Obtain information
To request information about it if it is being processed
Learn the purpose
To question the purpose of processing and whether it is used accordingly
Transfer information
To learn the third parties
Correction
To request correction of incomplete/incorrect data
Deletion/destruction
To request deletion within legal conditions
Objection
To object to adverse results based on automated analysis
Compensation
To request redress in the event of damage
To exercise your rights, you can apply in writing to info@bitenta.com. Applications are answered within 30 days at the latest.