FullStory and GDPR Overview

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You can also read our FAQs or this helpful GDPR guide.

On May 25, 2018, the EU General Data Protection Regulation (GDPR) will become effective bringing new global data protection rights for individuals in the European Union. FullStory wholeheartedly supports the privacy rights of its customers and their users.

In addition to its commitment to GDPR, FullStory is certified under both the EU-U.S. and Swiss-U.S. Privacy Shield Framework.  FullStory offers a data processing agreement (DPA) for customers processing information on behalf of EU and Swiss citizens. 

As we all work to understand and apply GDPR concepts to our own businesses, we’ve created the below outline to keep you informed of our efforts. 

In this article we'll share:

What steps are we taking to comply with GDPR?


  • Updated DPA

    • Our DPA has been revised to reflect both regulatory and operational changes related to GDPR. View and sign it any time.

  • Initial Product strategy

    • Using our research and model, we’ve defined the product roadmap necessary to allow FullStory as Controller and FullStory as Processor to become compliant with GDPR

  • Vendor audit

    • We are reviewing all vendors who act as sub-processors for FullStory data, auditing their approach to GDPR, and entering into DPAs where necessary.

  • Communication & messaging

Continuing Efforts

  • Research

    • Consult with internal and external counsel to understand legal interpretations of the GDPR requirements

    • Work with other leading technology firms to understand the market’s general interpretation and best practices

    • Perform a Data Protection Impact Assessment as a security review to determine compliance with GDPR security requirements and industry best standards

  • Modeling

    • Based on our research, we’re developing our working interpretative model as a reference and guide for internal processes

  • Product & Process implementation

    • We are actively implementing pieces of the compliance roadmap within our product offering

  • Ongoing Product strategy

    • While we have an initial set of product changes related to GDPR, we will continually be evaluating and adding new security and privacy functionality in FullStory

What product changes are we making in anticipation of GDPR?

We are currently building the following features:

  • Ability to discard IP addresses and exclude them from the UI
  • Ability to delete an individual within the UI and receive an audit log (currently, you can contact us to delete specific users)
  • More fine-grained exclusion / recording mechanisms using an FS.consent() API 

Product strategy will continue to evolve around GDPR.  Future product changes that you may see include:

  • User identification processes and mechanisms
  • Retroactive deletion of specific field captures
  • Active monitoring & alerting around recorded data that appears sensitive

How are we thinking about compliance for our customers and what do you need to do?

It is important to note that FullStory is acting both as a Data Controller and as a Data Processor within the realm of GDPR compliance. 

We are a controller with respect to our visitors and customers interacting with any domain within our control (e.g. www.fullstory.com, app.fullstory.com, help.fullstory.com, blog.fullstory.com, etc.). 

We are a processor (and occasionally a subprocessor) with respect to the end users whose data FullStory receives: our customers’ users.  

As a customer of FullStory, you are a data controller and FullStory is acting as your data processor for your users. In this respect, you’ll want to take the following steps as we approach May 25th:

  1. Ensure your Terms of Service and/or Privacy Policy are up to date 

  2. If you have customers in the EU, please sign our updated DPA or email privacy@fullstory.com for more information. 

  3. Perform your own research, modeling, vendor audit, and strategy steps at your company to ensure you understand GDPR as it applies to your business.

  4. Be thinking about how you’ll handle Consent on your site. The consent rules you set will directly impact your FullStory exclusions list. 

  5. Watch for updates from FullStory related to product functionality or T&C changes.

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