ekey bionyx Service Level Agreement and Data privacy statement

Service Level Agreement

Item of agreement

This contract is formed by ekey biometric systems GmbH with its registered office in Linz, Austria, FN 229357s (hereinafter referred to as “ekey”) on the one hand and the respective operator or user of (biometric) physical access control systems (hereinafter referred to as “operator”) on the other hand.

The item of this agreement is the usage of the software service “ekey bionyx” (hereafter “bionyx”). bionyx is provided by ekey to the respective operator for the administration of his/her access points and associated authorizations on the basis of the terms of this contract.

Consent to the agreement

This contract is bindingly accepted by the operator, and thus comes into effect, when a new operator logs into the bionyx app by clicking on the button “Consent to contract terms”. The operator thereby declares their consent to the terms of this agreement, in particular the terms of use and service. If the operator does not click on the button “Consent to contract terms”, bionyx cannot be used. The operator receives no access to the account or services.

Contract beginning and duration, cancelation

The agreement for the provision of bionyx begins when the operator creates an account in the bionyx app and upon acceptance of this agreement, and is effective indefinitely.

ekey is authorized to cancel the agreement at any time, with a notice of at least 1 month; ekey may decide whether to announce this cancelation via email or postal mail to the operator, or by displaying a notification of cancellation in the bionyx app. In the latter instance, this announcement is considered to have been made once it would be visible in the bionyx app when the operator opens it. After the cancelation period has expired, the operator’s bionyx account and all data stored therein and access authorizations are automatically deleted; all entered data are thus automatically and irrevocably lost. It is therefore the sole responsibility of the operator to transfer the stored data, including the authorizations granted, to another suitable access control system approved by ekey in good time, i.e. before the notice period expires.

The operator is always authorized to immediately cancel the agreement without abiding by a cancelation period, but this also prevents the operator from using bionyx and accessing the data stored therein. The deletion of the operator’s bionyx account is considered immediate cancelation of the agreement.

If an account is not accessed for more than 5 years (the operator does not log in), and if no connections to devices have been made, this is also considered cancelation at the end of this 5-year period, whereupon the account will automatically be deleted. All entered data are thus automatically and irrevocably lost.

An immediate cancelation of the agreement without notice is also possible in case of compelling cause.

Rights of the operator

For the duration of this agreement, the operator receives the non-exclusive, non-transferable and temporary right to use the functions of bionyx while they are available and to the extent facilitated by ekey.

Blocking operators

ekey is authorized to temporarily or permanently block the user’s access to the cloud services if there are concrete indications that the user is violating or has violated the terms of use in this agreement and/or acted against the law. When deciding whether to block a user, ekey will consider the user’s interests to a reasonable extent.

Compensation, price adjustment

When using the bionyx app, the operator is obligated to pay the usage fee accepted during registration.

The usage fee is index-adjusted. The standard for the index adjustment is the 2020 Consumer Price Index = 100, or a similar index.

The starting basis for this index adjustment calculation is the index disclosed in December of the first full contract year. The usage fee increases and decreases to the extent that the Consumer Price Index has changed compared to the starting basis or the index number underlying the last fee adjustment. The changes to the usage fee caused by index fluctuations are computed in yearly increments on the basis of the disclosed index number for December of the respective year, and the new usage fee is disclosed to the user.

Other applicable terms and declarations

The following additional contracts and declarations, which are available on the ekey homepage, apply in addition to this agreement.

  • Data privacy statement
  • Privacy policy
  • Terms of Business

The scope of service of bionyx for purposes of this agreement is offered at the maturity level of the latest release. ekey reserves the right to alter or discontinue the services at any time. ekey is not liable for any resulting expenses, costs, subsequent costs or damages, provided ekey is not responsible for such damages due to malice or gross negligence. There is no liability for damages caused by ekey or its proxies due to minor negligence.

As part of these services, it cannot be guaranteed that data entered by the customer will be retained. The operator must accept the possibility of loss of data. ekey is thus not liable for expenses, costs, subsequent costs or damages caused by data loss, provided ekey or its proxies are not responsible for these damages due to malice or gross negligence.

Point of transfer of service

ekey provides bionyx in a Microsoft server center in the EU so that the operator can use and access the services. The point of transfer of service for the bionyx services is the net access point of the server center contracted by ekey (router in the server center). ekey is not responsible for outages or unavailability of hardware or software components, Internet or other networks outside of the server center and beyond this point of transfer of service. The operator is solely responsible for ensuring the connection between the operator’s devices and Internet, the maintenance of the network connection, and the acquisition and provision of the hardware and software by the operator for connecting to the Internet. This also applies to the connection between the operator’s devices (app) and the Internet.

Purpose of use

The functions and services of bionyx must solely be used by operators and other users for the purpose specified by ekey. The following, non-exhaustive uses of bionyx are prohibited, or require special approval from ekey:

  • Personal safety (used to protect life and body)
  • Medical installations and systems
  • Military installations and systems
  • Usage in vehicles, ships, airplanes, construction machinery and cargo transportation systems
  • Usage in machines
  • Usage in critical infrastructures and banks
  • Uses that to not comply with legal regulations

Access to services

A username, password and email address are required to access bionyx. The password must meet the minimum security requirements specified by ekey, and which are visible to the operator when setting the password. The operator must ensure safe storage of, and prevention of unauthorized access to the access info. A new password can be requested if the operator has forgotten the password. Access is no longer possible if the operator has forgotten the access info (username and/or email).

Operating devices

The ekey bionyx app (hereinafter referred to as the “app”) is used for the operation and administration of the bionyx. The app can be used with mobile end devices (smartphone, tablet) with Android and iOS operating systems.

If an operating device can no longer be updated due to technical developments of smartphones and their operating systems like Android or iOS, rendering the operation of the app on this device impossible, the operator must find a substitute and modernize or replace the device. ekey is solely responsible for determining which operating system versions the app supports.

The operator is only allowed to make changes and expansions to the app if such is allowed by law or has been agreed upon with ekey. Copyright mentions, serial numbers, version numbers, trademarks or other identifying characteristics in the app must not be altered or removed by the operator. This also applies to the obscuring of such characteristics on the screen display.

Devices for access control

The operator may only connect devices approved by ekey for access control with an approved firmware version to bionyx.

The access control devices must be installed in accordance with the operating instructions, used in the specified area of application and as intended. The devices must not be used, or must be replaced, in the event of considerable damage (e.g., broken casing). The devices must not be manipulated in any way.

Availability of the bionyx cloud service

ekey provides the operator with bionyx without the assurance of specific availability. A claim to the usage of bionyx is only effective within ekey’s technical and operational capacities, and in accordance with the app provided by ekey for operation.

Unexpected maintenance measures and technical defects (such as power outage, hardware and software errors, technical data line issues) can cause temporary operational disruptions or limitations.

ekey reserves the right to suspend operations of the platform, including the functions and services provided, in the event of technical errors or expected failure to meet product goals, or inefficient operation of bionyx. ekey is not liable for any resulting expenses, costs, subsequent costs and/or damages, provided these damages were not caused by gross negligence or malice by ekey or its proxies.

Change to services

ekey has the right to perform technical updates on bionyx, in particular with regard to new functions and to add extra protection, e.g., due to technical innovations, changes to legislation, changes to judicature or changes to economic conditions, and to alter the technical characteristics and functions of the services or to discontinue functions.

Consent to push notifications

With this contract, the operator agrees to receive push notifications or other advertisements in the app. These notifications solely concern information on the operating and maintenance states of bionyx. Furthermore, the user must use a suitable end device with the appropriate app to use the bionyx and enable the receipt of push notifications on the smartphone.

Preventing unauthorized access

The operator is responsible for ensuring no unauthorized parties obtain access to bionyx. If the operator or ekey detects unauthorized access, this must be immediately reported (within 3 business days) to the other party, and precautions must be taken to prevent this from recurring in the future.

Liability limitations

ekey is always only liable for damages incurred by the operator, and/or other persons who are protected in accordance with this agreement, to the extent that ekey caused the damages on the basis of malice or gross negligence.

If the operator or other person protected in accordance with this contract is not a consumer as defined by the Austrian Consumer Protection Act, ekey is only liable for damages caused by malice or severely gross negligence by ekey; there is no liability for loss of profits or other subsequent damages.


The operator acknowledges that ekey is the sole holder of all usufructuary rights to bionyx. Any violation of these usufructuary rights, in particular use of bionyx beyond the usufruct approval granted through this agreement, is prohibited and constitutes an illegal infringement of ekey’s protected rights.

Applicable law

This contract is subject to Austrian material law, to the exclusion of conflicts of laws and UN CISG.

Data privacy statement

The following data privacy statement applies to the usage of the cloud service ekey bionyx (hereafter “bionyx”) the app “ekey bionyx app” (hereafter “app”) and associated devices (hereafter “devices”), as well as to support requests in connection with the usage of bionyx (hereafter “support”).

Controller in accordance with Article 4( 7) of the EU General Data Protection Regulation (hereinafter “GDPR”) is ekey biometric systems GmbH, Lunzerstraße 89, A-4030 Linz.

ekey biometric systems GmbH (hereafter “ekey”) takes the protection of your personal data very seriously. We solely process your data on the basis of the legal provisions within the EU General Data Protection Regulation (hereafter “GDPR”) and the Austrian Law to Protect Natural Persons during the Processing of Personal Data (hereafter “DSG”). In this data protection statement, we would like to inform you of the key aspects of the data processing carried out at our company and during the usage of our products.

Personal data are all information that pertains to an identified or identifiable natural person. A natural person is considered identifiable if they can be identified directly or indirectly through association with a characteristic such as a name, identifier number, location data, online identifier or one or more special characteristics indicating the physical, physiological, genetic, mental, financial, cultural or social identity of this natural person.

1. Legal basis and purposes of processes

ekey can process your personal data on the following legal bases:

  • Personal data is processed based on your consent in accordance with Article 6(1)(a) GDPR. In addition, the processing of personal data can be required as part of the contract initiation or to fulfill the contract in accordance with Article 6(1)(b) GDPR. In addition, personal data may be processed in individual cases to preserve our legitimate interests in ensuring the security of our information technology systems and the detection and prevention of criminal activity (Article 6(1)(f) GDPR).
  • Biometric data (fingerprint) as a special category of personal data are processed on the exclusive basis of your express consent in accordance with Article 9(2)(a) GDPR.

Every instance of consent to data processing can be revoked at any time, independently of one another. Revocation results in us no longer being able to process your data upon the moment of revocation, meaning that the respective rights, benefits, etc., can no longer be claimed. Please contact the following e-mail address if you wish to revoke your consent: datenschutz@ekey.net. Revocation does not affect the legality of the processing conducted before revocation.

2. Categories of data processing

2.1. Data processing when using the ekey bionyx system

The system uses biometric data obtained from fingerprints (referred to as templates) to offer opening and closing functions. Below we inform you of the retrieval and processing of personal data during your use of our system.

Personal data are required and processed when using the specific product as intended. The processing of the following personal data is required in order to ensure comfortable, comprehensible use of the system:

Profile data of end users:

  • ID
  • Biometric data (fingerprint)

Usage data:

  • Access logs and log data (person, place, time, function) – encrypted
    (purpose: comprehensibility and forwarding of information to other users via the respective app)

The data are stored directly in the system’s memory storage, as well as in a cloud service (ekey bionyx cloud) provided by the order processor. All data in the cloud service are encrypted and can only be viewed by ekey with the customer-specific system key that is only known to the user of the system.

2.2. Data processing when using the ekey bionyx app

The following information and declarations also apply to the product “ekey bionyx app”.

We provide you with a mobile app that you can download onto your mobile device. Below we inform you of the retrieval and processing of personal data during your use of our mobile app.

When downloading the mobile app, the necessary information is sent to the App Store or Google Play, namely the username, e-mail address and customer number of your account, time of the download, payment information and individual device identifier. We have no influence over this retrieval of data and are not responsible for it. We only process the data to the extent required for you to download the mobile app on your mobile device.

While you use the mobile app we process the following personal data in order to facilitate convenient use of the functions. If you would like to use our mobile app, we retrieve the following, technically required data so that we can offer you the functions of our mobile app and to ensure stability and security:

Device data of end users

  • Device number/ID
  • Browser agent
  • Browser agent
  • Browser settings and operating system

Profile data of end users

  • Name
  • E-mail address
  • Password (encrypted)
  • Profile picture (optional profile addition)
  • Registration data of end users
  • Username
  • Date of registration

Hosting data

  • IP address
  • Browser type and settings
  • IP location
  • Time of app download
  • Time and scope of server requests

2.3. Optional connection of your Amazon Alexa account

If you have an “Alexa” account from Amazon.com Inc. (hereinafter: “Amazon”), you can connect this account with your ekey bionyx account. In this way, you can initiate the opening of a door using a voice command or be informed about a door opening by the voice output of an Alexa device.

To connect the Alexa account, you must activate the “ekey bionyx” function in the Alexa app and then enter the information for your ekey bionyx account (email address and password) in our registration form. If you click on “Register,” you give us your consent to transfer data to Amazon. The exact process for connecting the Alexa account is explained at the following link: https://www.ekey.net/en/faq-bionyx/how-do-i-connect-my-ekey-system-to-alexa/..

When connecting the Alexa account, in addition to the data processing listed above, data is also transferred to Amazon, which includes the following categories of personal data: end user device data (device number/ID) and end user profile data (user ID, name, and email address). In addition, Amazon can always see the online status of your bionyx device.

In this context, Amazon acts partly as our processor and partly as an independent controller:

  • On the one hand, we operate a server on the AWS Cloud, which is necessary for automated data transmission to the Alexa system. In this regard, Amazon acts as our cloud service provider and processor (see also point 5 for data processing by processors).
  • On the other hand, Amazon is the independent controller for the data processing in the context of your Alexa account (we have no influence on the data processing in your Alexa account and assume no responsibility for it). Amazon Alexa’s data protection information is available at the following link: https://www.amazon.com/b/?node=19149155011&ref=MARS_NAV_desktop_privacy.

Data transfer to Amazon may result in your data being transferred to the USA. Amazon is certified according to the EU-US Data Privacy Framework. Therefore, the data transfer can be based on an adequacy decision by the European Commission in accordance with Article 45 GDPR. Consequently, this data transfer to Amazon complies with the requirements of the GDPR for data transfers to third countries.

You can deactivate the Alexa account connection at any time. For your security, you must connect Alexa again after three (3) months in the ekey bionyx app. You will receive a notification in the app a few days beforehand, as well as a push notification to ensure that you are promptly informed.

2.4. Data processing in the context of support

Operators of access control systems (hereinafter “operator”) can contact our support department if technical difficulties arise when using the app. When handling support requests, we process personal data (specified in more detail below) to the extent that this is necessary for contacting us, troubleshooting, and problem solving. The following applies to data processing as part of support:

  • The operator must authorize data access by our support staff in advance via the app; otherwise, the support staff will not have access to this data. Such authorization is only for security reasons and, in particular, does not constitute data protection consent under Article 6(1)(a) GDPR.
  • Data arising from support requests is only accessible to our support employees and is transmitted via an encrypted connection (HTTPS) to an ekey server in Linz/Austria.
  • Data retrieved by ekey as part of this data processing process is used exclusively for analysis purposes and to resolve issues. This data will neither be used internally nor passed on to third parties.
  • Once the support process has been completed, all data processed in this context will be deleted. At the same time, data access by our support staff is also blocked.
  • Depending on the type of malfunction, when processing support requests, we may also need data that is not generated during normal operation of the system and which therefore must be recorded separately.

Depending on whether such data recording is required, two support cases can be distinguished.

2.4.1. Support case A

When handling support case “A”, the following data can be processed:

  • Contact details of the operator (name, email address, and optionally address and/or telephone number)
  • Biometric data (user fingerprints)
  • Application log data (telemetry data about the user’s app use)

Apart from the operator’s contact details, only one of the data categories is ever processed.

The data required for this (in particular the biometric data and the application log data) are not processed during normal operation of the system. We therefore ask the operator to approve the recording and analysis of this data, in a two-stage process in advance. After appropriate approval from the operator, we start recording the data mentioned in the request from our support department (logging the fingerprints and/or application log data). This recording of data usually takes place over a period of up to two weeks, although we initially only receive this data in encrypted form.

In order to evaluate and analyze the data, it must be decrypted. After this recording period has expired, we therefore ask the operator to approve the decryption of this data. Once approved, we will use this data to analyze and troubleshoot problems.

2.4.2. Support case B

The following data can be processed as part of support case “B”:

  • Contact details of the operator (name, email address, and optionally address and/or telephone number)
  • Personalized biometric log data (data to determine the function and quality of the biometric identification process)
  • Access log data (telemetry data that shows when and how the access control system is used)
  • Reference templates (data sets that contain the identification features of fingerprints)
  • Changes in the bionyx system (system settings that are changed or checked for analysis purposes and incorrect settings of the access control system that are corrected by our support)

Apart from the operator’s contact details, only one of the data categories is ever processed.

This data is already processed during normal operation of an access control system. However, we cannot access it without permission. We therefore ask the operator in advance to allow our support team to process the data mentioned in the request. Once approved, we will retrieve this data from the devices, the app, and the operator account and use it to analyze and troubleshoot problems.

3. Use of cookies

Cookies are small text components saved on the user’s device by a website. Many cookies contain a cookie ID A cookie ID is a unique identifier of the cookie. It consists of a sequence of characters that allow websites and servers to identify the browser in which the cookie has been saved. This allows the websites and servers that the user visits to differentiate the respective browser from other browsers that contain other cookies. A specific browser can be recognized and identified with the unique cookie ID.

The mobile app uses the following types of cookies, the scope and function of which are explained below:

  • Technically required cookies: These are required to use basic functions and to ensure the security of the app and data; they neither collect nor store information on you for marketing purposes.

4. Data processing outside of the EU/EEA

Data are processed in a sever center located in Europe. There is no processing of data outside of the EU/EEA.

If a connection is made to an Amazon Alexa account (see point 2.3), the data transfer to Amazon can result in your data being transferred to the USA. Amazon is certified according to the EU-US Data Privacy Framework, which is why data transfer to Amazon meets the requirements of Article 44 et seq. GDPR for data transfers to third countries.

5. Forwarding of data to processors

ekey relies on assistants, in particular in the field of IT, to process personal data. These parties process the data as contracted processors, i.e., on the basis of a written contract as per Article 28 GDPR in which the details of the data processing ordered by ekey are regulated and in which the contracted processor is obligated to process the data with care. For example, this type of processing occurs when ekey stores data in an external server center. ekey commissions contracted processors in the following areas, among others:

  • IT services
  • Telecommunications
  • Cloud service providers

The contracted processors are carefully selected by ekey, with special consideration of the suitability of their technical and organizational measures, and inspected for their abidance to them. Our processors process the data basically only in the European Union (for data transfer to Amazon see point 2.3).

6. Forwarding of data to third parties

We do not disclose any personal data to third parties apart from our processors, unless this is required for our organizational and company purposes, and/or if this is allowed or required on the basis of law or occupational standards.

7. Maximum duration of permissible data storage

We only store our customers’ data as long as is required to fulfill the contract. Then the data are deleted. Legal retention obligations are in place, e.g., according to the Austrian Commercial Code (UGB) and Austrian Federal Tax Code (BAO). After the legal retention periods have ended, we will immediately delete your personal data from our databases (both digitally and physically).

Our customers’ personal data, including log data, are deleted when their respective account is deleted or if it is inactive for 5 years (no user activities in the app).

When the app is active, the user’s profile data, excluding the password, are stored in the RAM cache of the mobile end device. Based on the storage characteristics, these data may remain in the device memory for an indefinite period after the app has closed.

Data collected and processed in connection with a support request is only stored for the time required to resolve the problem. Once the technical problem has been resolved, we will delete the data immediately.

8. Security of data processing

To ensure data security, ekey has taken the necessary technical and organizational measures, under consideration of the state of technology. These precautions chiefly serve to prevent unauthorized, illegal or accidental access, processing, loss, use and manipulation.

A process is also in place to regularly assess and evaluate the effectiveness of the technical and organizational measures.

Please note that we do not accept any liability whatsoever for the disclosure of information on the basis of errors during the data processing not committed by us, and/or unauthorized access by third parties (e.g., hacker attacks).

9. Automated decision-making

As a responsible company, we hereby inform you that there is no automated decision-making on the basis of your personal data that we obtain.

10. Your rights

You have the following rights concerning your personal data:

  • Right to disclosure,
  • Right to correction or deletion,
  • Right to limitation of processing,
  • Right to object to processing,
  • Right to data portability.

You also have the right to file a complaint with the responsible supervisory authority (in Austria this is the data protection authority in Vienna). The data protection authority can be reached at the following address:

Austrian Data Privacy Authority
Barichgasse 40-42, A-1030 Vienna
Telephone: +43 1 52 152 – 0

If you have any questions concerning the processing of your personal data as well as your rights, please contact us at: datenschutz@ekey.at.

11. Updates to the data privacy statement

We reserve the right to update this data privacy statement at any time. The data privacy statement is regularly updated, and all changes are automatically published on www.ekey.net.