This appendix is an integral part of the processing terms of Digital Iceland and applies to all processing of personal data in connection with the Service System of Ísland.is, Zendesk. The appendix also applies in addition to the terms of service of Digital Iceland for the Service System. In the event of a conflict between the provisions of this appendix and other terms of Digital Iceland, the provisions of the appendix shall prevail and determine the interpretation and execution of the relevant processing.

A. Information about the processing

1. Purpose of the processing

The processing is carried out for the purpose of supporting communication between agencies and service recipients, ensuring the handling and management of inquiries and service cases, including the registration, processing, and resolution of requests received through Zendesk. The processing is also a prerequisite for Digital Iceland to be able to set up and operate a service environment for agencies and to promote a standardized implementation for agencies.

2. Nature of the processing

The processing involves the registration, reception, classification, storage, processing, analysis, and dissemination of personal data within the Zendesk Service System. Digital Iceland only processes personal data according to instructions from agencies. Digital Iceland purchases the Zendesk service, sets it up, manages the technical setup and customization, and assists agencies with the implementation of the system. Digital Iceland shall:

• manage operations, system configurations, and user management according to instructions from agencies,

• ensure that only the respective agency has access to its data,

• perform activity logging, access control, and service management,

• only process data according to documented instructions from agencies.

3. Division of accountability

• Agencies that use the Service System are data controllers for their own data in the system, bear accountability for the purpose of the processing, retention policy, rights requests, and administration.

• Agencies are accountable for all setup within their part of the system and the training of their employees.

• Digital Iceland is the data controller when it comes to central decisions regarding the joint operations and standardized setup of the Service System, such as regarding setup, operations, security measures, and access controls. Digital Iceland is the data processor when it comes to the execution of processing according to the instructions of the data controller, such as regarding the handling of agency data.

• Zendesk acts as a sub-processor for Digital Iceland and is accountable for technical safeguards and security measures according to its processing agreement and laws.

4. Categories of personal data

In operating the Service System, Digital Iceland may process the following categories of personal data:

• name

• email address

• phone number

• information provided in requests, complaints, or communications within the system

• technical information generated during the use of the system (e.g., timestamps and activity logs)

The processing of special categories of personal data is not anticipated unless an agency gives specific instructions to that effect.

5. Users

Digital Iceland may process data for the following users on behalf of agencies:

• Service recipients and other individuals who submit inquiries.

• Agency staff who use the system.

• Employees and representatives of companies or other agencies that communicate with the agency.

• Other individuals involved in communications through the system.

6. Duration of processing

Processing begins when the agency starts using the service and continues as long as the use is ongoing and as long as necessary in accordance with the agency's retention policy.

7. Sub-processor and location of processing

Zendesk Inc. and affiliated companies act as sub-processors according to Zendesk's approved list of sub-processors. Data processing mainly takes place within the EEA. If agencies choose to connect add-ons to the system, it should be noted that they may be hosted outside the EEA; add-ons are the accountability of the agencies. Digital Iceland is assisted by Vertis ehf. with the operations of the service system, such as with training, education, system setup, and management. Vertis is Zendesk's partner in Iceland.

This appendix was published: January 7th. 2026.

This text was translated from Icelandic using a machine translation. Be advised that content generated by machine translation can be inaccurate or flawed.