Switching and data location

This page belongs to Articles 6 and 6a of our terms and conditions and to the subscription agreement. It provides the information required by Articles 26, 28 and 29 of the Data Act (Regulation (EU) 2023/2854). If this page differs from the agreement you have concluded with us, the agreement prevails.

Switching or stopping

• Term and notice. A subscription has an initial term of twelve months and is then tacitly renewed for twelve months at a time. You can give notice in writing, including by email to sales@aureadesk.com, with effect from the end of the current term, subject to a notice period of two months; we remind you by email three months before each end date (terms and conditions, Article 6). A notice of termination also counts as a notice that you wish to switch or stop.
• You can switch at any time. You can tell us in writing at any time that you wish to switch to another service or to your own infrastructure, or that you wish to have your data erased. No more than two months pass between that notice and the start of the switch. If you ask for it in your notice or in writing no later than one month before the end of that period, a transitional period of thirty calendar days follows, during which the service remains available at the normal fee pro rata and we provide reasonable assistance. If thirty days is not technically feasible, we tell you within fourteen working days, giving the reason and an alternative period of no more than seven months. You can extend the transitional period once (Articles 6a.1 and 6a.2).
• Retrieval and erasure. After the end date or the transitional period, the exportable data remains available on request, free of charge, for a further thirty calendar days. If you ask in writing for a file export during that period, we supply it within ten working days; that period is extended by the duration of an absence announced in advance, to no more than thirty calendar days after the request (Article 6a.11). We then erase the environment: within thirty days after the retrieval period ends, or earlier once you confirm in writing that you have retrieved everything. If an export has been delivered, the environment remains stored for thirty more calendar days so that you can check the export and we can complete an incomplete export, and we erase it within five working days after that. You receive written confirmation of the erasure (data processing agreement, Article 12.4).
• Backups. The infrastructure backup of our hosting provider runs on a fixed rotation schedule and is overwritten no later than five weeks after the erasure. We do not use that backup to restore your data after the agreement has ended.
• Demo environment. The demo environment is a shared environment with sample data for looking at AureaDesk; the switching rules do not apply to it (Article 6b).

What it costs

• Standard fees: Standard EUR 500 and Pro EUR 700 per month, Enterprise EUR 1,300 per month, the Reservations Management module EUR 50 per month and the Operations Management module EUR 90 per month (from Pro), all excluding VAT. Paying a year in advance gives a 5% discount. Connecting is free of charge. Current fees are listed under Pricing.
• Switching charges: none. The file export is also free of charge: one delivery and, where necessary, one supplement (Article 6a.10).
• Charge on early termination: if the agreement ends through a switch or an erasure request before the end of the current term of twelve months, the fee for the remaining months of that term remains payable. That is the only charge on early termination (Articles 6.3 and 6a.6). If the agreement ends within a prepaid year on the basis of a right of interim termination, we refund the prepaid amount for the remaining full calendar months, less the discount on the months actually used (Article 6.4).

What you take with you, and in which format

• Reports: PDF, Word (.docx) and PowerPoint (.pptx), in every package. You create them yourself during the term, via the Reporting menu, with the period and the filters selected at that moment. PDF, Word and PowerPoint contain key figures and charts of the selected tabs. Word and PowerPoint contain no rows and not every card on screen. Matrix cards, analysis cards and cards per person, among others, are left out, except Workload per operator in Pro and Enterprise, with names, if the Figures per operator setting is switched on. An administrator can switch this setting on or off. The reports are not intended as a complete list of incidents, changes, change activities, assets or operational activities. That data is held in your own TOPdesk environment. An account restricted to operator groups exports only what it is allowed to see.
• Audit log: CSV (semicolon-separated, UTF-8) or JSON, exported by your own administrator via Administration.
• File export on written request, within ten working days: what AureaDesk itself has built up about your environment and what is not held in TOPdesk, as CSV and JSON: the routing and status timelines of changes, change activities and operational activities (those of incidents come from the TOPdesk reporting connection; AureaDesk does not store them), recorded changes in job title and department of operators, the daily backlog snapshots, the daily key figures per operator group, the monthly totals of customer satisfaction ratings per operator group, the first-seen dates of assets, the user accounts (without passwords and without two-step verification secrets), saved filter sets, KPI targets, signals (without secret webhook addresses), scheduled reports with their recipients, wallboard sign-ins (without the token), the other settings of the environment including the domain list, those of the automatic email messages and the retention period of the audit log, the dismissed review items, the login history of the last ninety days and, if you wish, the full audit log. File names and field names are listed in the register below; the export includes a file LEESMIJ.txt that describes every field. We transfer the export in encrypted form to your organisation's contact person.
• What you do not receive: a copy of the database files themselves (they contain encrypted keys and account secrets), encryption keys, passwords, two-step verification secrets, the TOPdesk connection credentials and the software, configuration and templates of AureaDesk. We do not deliver your TOPdesk data as a separate copy: it is held in your own TOPdesk environment; AureaDesk reads it and writes nothing back.
• Limitations: AureaDesk has no application programming interface (API) of its own for customers; data is exported by file. There is no commonly used open interoperability specification for dashboards of this kind. We therefore use commonly used file formats: CSV and JSON (machine-readable) for the file export and the audit log, and PDF, Word (.docx) and PowerPoint (.pptx) for reports.Exporting from the dashboard is possible as long as the environment is active and the TOPdesk connection works. If a Word or PowerPoint file reaches a technical upper limit, the file says so. If the export is too large to be created, it is refused. In that case, choose fewer tabs or a shorter period.

Register of data structures

Updated with every release that changes one of these structures. Version of 9 October 2026. Timestamps are in ISO 8601 notation, in UTC. The file export consists of twenty kinds of data, each as .csv and as .json with the same rows and the same field names, and a file LEESMIJ.txt that describes every field. File names, field names and LEESMIJ.txt are in Dutch. CSV: semicolon-separated, UTF-8 with BOM, column names on the first line; a field that starts with =, +, - or @ is prefixed with an apostrophe unless it is a number. JSON: a list of objects, UTF-8 without BOM. 1 and 0 mean on and off.

The file and column names in this export (such as behandelgroepgeschiedenis, behandelgroep and behandelgroep_beperking) are technical names and deliberately do not follow the on-screen term operator group, so that the export format stays the same; the explanation per field uses the on-screen term.

• Audit log, downloaded by your own administrator (auditlog-<environment>-<date>-<time>.csv or .json; CSV semicolon-separated, UTF-8 with BOM): tijdstip_utc (timestamp in UTC), gebruiker (email address of the acting user), actie (fixed action code), omschrijving (description of the action in the chosen language), detail (further detail), ip (IP address).
• Report export (dashboard-export-<date>.docx, .pptx, and PDF via the print function of the browser): with the period and the filters selected when exporting. PDF, Word and PowerPoint contain key figures and charts of the selected tabs. Word and PowerPoint contain no rows and no cards per person, except Workload per operator in Pro and Enterprise, with names, if the Figures per operator setting is switched on. An administrator can switch this setting on or off.
• behandelgroepgeschiedenis (.csv and .json), routing along operator groups: id, soort_record (incident, change, operationalActivity or changeActivity), topdesk_id (identifier of the record in TOPdesk), behandelgroep (name, decrypted), van and tot (timestamp; tot empty if the record is still with that operator group).
• statusgeschiedenis: id, soort_record, topdesk_id, status, on_hold (0 or 1), behandelaar (name, decrypted), van, tot, afgesloten (0 or 1).
• AureaDesk does not keep the route and the status timeline of incidents itself; they come from the TOPdesk reporting connection and are held in working memory only. behandelgroepgeschiedenis and statusgeschiedenis therefore contain no incidents.
• functie_en_afdelingswijzigingen, changes in job title and department of operators: id, person_id (identifier in TOPdesk), veld (functie or afdeling: job title or department), oude_waarde, nieuwe_waarde (both decrypted), gedetecteerd_op. functie_en_afdeling_huidig, the last known state: person_id, functie, afdeling.
• werkvoorraadmomentopnames, daily backlog: date, open, over_7d, over_30d, sla_breached (numbers of incidents).
• kerncijfers_per_dag, per day per operator group, counts and averages only: date, behandelgroep (name, or Samengevoegd, meaning merged, for operator groups that are too small), open, nieuw, gesloten, sla_pct, doorlooptijd_gem_uren, doorlooptijd_mediaan_uren, doorlooptijd_p90_uren, heropend.
• klanttevredenheid_per_maand, per month per operator group per star rating: maand, behandelgroep, ster, aantal, afgesloten (number of incidents closed in that month).
• assets_eerste_waarneming: asset_id, eerste_waarneming.
• gebruikersaccounts: id, e_mailadres, voornaam, achternaam, rol, taal, thema, behandelgroep_beperking (operator groups to which the account is restricted), geblokkeerd, aangemaakt_op, laatst_ingelogd_op, laatst_gezien_op, tweestapsverificatie_aan (1 or 0). Not in the export: password data, two-step verification secrets and recovery tokens.
• inloggeschiedenis, last ninety days: id, user_id, e_mailadres, tijdstip_utc, ip.
• filtersets: id, user_id, naam, filterstand (the filter choices as JSON), aangemaakt_op.
• signalen: id, user_id, kerncijfer, drempel, aan_adres, actief, laatst_gewaarschuwd_op, aangemaakt_op, webhook_ingesteld (1 or 0), webhook_host (host name only). The full webhook address is a secret and is not part of the export.
• geplande_rapportages: id, user_id, formaat, tabbladen, frequentie, ontvangers, behandelgroepen, behandelaren, actief, laatst_verzonden_op, aangemaakt_op.
• wallboard_aanmeldingen: id, naam, behandelgroep_beperking, aangemaakt_door, aangemaakt_op, geldig_tot, ingetrokken_op, laatst_gebruikt_op, namen_van_behandelaren_tonen (1 or 0). The token and its hash are not part of the export.
• kpi_doelen: doel, waarde, eenheid, richting, uitleg.
• instellingen, the other settings of the environment, one row per setting, including reportRecipientDomains (the domain list): instelling, waarde, uitleg. Secrets are not part of the export.
• mailberichten, settings of the automatic email messages: actie, aan (1 or 0), aan_adres, onderwerp, bericht.
• bewaartermijn_auditlogboek: instelling, waarde (days), bron (ingesteld or standaard: set or default), standaard, minimaal, maximaal.
• afgevinkte_controle_items: soort_controle (functie_afdeling, idle_account or kb_stale), afgevinkt_item.
• auditlogboek, the full log in the file export: tijdstip_utc, gebruiker, actie, omschrijving, omschrijving_en, omschrijving_de, omschrijving_fr, detail, ip, id.

Where the data is held and under which law

• AureaDesk runs on servers of TransIP B.V. in the Netherlands. All customer environments, the daily database backups, the infrastructure backups, the licence server and the email relay of the service are held there. The infrastructure and the data stored on it are subject to Dutch law and the law of the European Union. For hosting, storage, backup and email of the service we use only providers established in the Netherlands. VCITC carries out the administration itself, from the Netherlands.
• Measures against access by governments from outside the European Union: no hosting, storage or backup outside the Netherlands; the full database of every customer environment is stored encrypted, with a separate key per environment; every customer has its own installation and its own database; access to the server is limited to our administrators and any persons authorised by us in writing and bound by confidentiality, each using a personal SSH key, and, for the underlying infrastructure, TransIP B.V. We comply with a request from a court or authority from outside the European Union only if an international agreement or Dutch or Union law requires us to do so. In that case we provide no more than strictly necessary and we notify the customer in advance, unless the law prohibits this (Article 32 Data Act; for personal data Article 48 GDPR).
• This statement is included pursuant to Article 28 of Regulation (EU) 2023/2854 and is referred to in our agreements (terms and conditions, Article 6a.8; data processing agreement, Article 3.1).