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Scripts and page chrome removed; this is what change detection compares.
Home Glossary Write your docs Categories Create a category Add a category or subcategory Choose a category type Default categories Topic display categories Blog style categories Shared content categories Custom content categories URL redirect categories Category appearance in the table of contents Edit a category Edit a category Internal category note Internal category title Category icons Control subcategory display Customize category behavior in the table of contents Delete a category and its content Visibility and permissions Hide a category from navigation Restrict a category to certain readers Exclude category Reorder and move categories Reorder categories or articles Move categories or articles between levels Why isn't my category showing up in search? Why is a category not displaying to readers? Articles Create a new article Article creation guide Create a blank article Create a new article from template Structure template (sample) Copy from existing article Share articles between categories and knowledge bases Generate article content with AI URL redirect article Edit an article Web accessibility best practices Accessibility starter resources Accessibility auditing tools Screen readers Accessibility conferences and events URL redirect best practices Add images and files to articles Edit and update files in articles Add inline styles to articles Add code samples Work with links to other websites Add scripts to articles Use action links with # or javascript:void(0) Edit permalinks Add anchors within articles Add banners and thumbnails Find and replace text within an article Change existing article to a URL redirect article Change existing URL redirect article to a regular article Editor keyboard shortcuts Autosave Sharing "draft" articles Reuse, link, and recommend articles Share articles between categories and knowledge bases Topic articles Related articles section Link to article or category Recommend articles in the contextual help widget Set article editor behavior Set which fields to automatically display at the top of the editor Expand or collapse article details in the editor Change your default save action View article editor with fewer distractions Article settings Full and short titles Use New & Updated article callouts Publishing status Hide articles from various places Redirect old articles to a new permalink Automatically redirect when you update an article's URL Internal title Author note (Internal article note) Search phrases Summary Published date Schedule an article to be published Schedule an article to be archived Edit or remove an article's scheduled publication or archival Create a template Add a video callout Title tags Turn off comments for specific articles Turn off ratings for specific articles Remove PDF download for specific articles Versioning and history Versions Overview What is a version? Benefits of using versions Use cases for versions Are revisions stored for versions? How to use versions Open and edit versions Create a version Activate a version Delete a version Version notes What are version notes? View version notes Edit version notes Version sharing/review process Article in-app version review process Version review process for readers In-app version review process, custom content categories Version PDFs Generate a version PDF Change the version PDFs' format or text Revisions What is a revision? Use cases for revisions View revisions and revision history Compare revisions Recover a revision Delete a revision Are revisions stored for versions? Reorder and move articles Reorder articles Move articles between levels Delete and recover articles Delete an article Delete articles in bulk in Manage Recover a deleted or archived article Recover multiple deleted or archived articles Change article styles (layout, lists, and other tricks) Files and images Supported file types File size limits Who can access the files and images in my knowledge base? Find a file's URL Add images to articles Add images to articles Add alternative text to images Add image captions Adjust image width for all images Display images side-by-side Add files and images directly in your Files page Edit and update files Image upload errors Why are some screenshots blurry? Image best practices Intro File types for screenshots/larger images File types for icons Resizing images Accessible images Gif and animation usage Create consistent screenshots base64 images Add videos to articles Add videos to your articles Wistia video embeds Add videos in bulk Video upload errors Edit and update videos Disable video downloads Add other files to articles Add files to articles How do I import a PDF? Display PDF file in articles Embed Google Drive files in articles Display Microsoft Office 365 files in articles Add files in bulk Edit and update files File upload errors Files page: Manage images and files Introduction to the Files page List View Which Files page view should I use? Add files and images directly in your Files page Edit and update files in the Files page Add a file description for alt text Find a file's URL File references Restoring deleted files Purge and fully remove files Manage files with file labels Use labels as filters Who can access the files stored in my knowledge base? Tags Tags feature overview Set up tags Create a tag Edit a tag Delete tags Hide tags from Search Results Merge tags What does merging tags do? Use tags in content Add an existing tag to an article Remove a tag from an article Add tags to multiple articles in bulk Tag searches Perform a tag audit File labels What are file labels? Create a file label Edit a file label Delete a file label Add an existing label to a file Remove a label from a file Merge labels What does merging labels do? Use labels as filters Snippets Snippets feature overview Set up snippets Create a snippet Copy existing snippet Undo changes to a snippet Delete a snippet Use snippets in content Use snippets overview Add snippets in content Add snippets to your knowledge base theme Perform a snippet audit Snippet references Snippet best practices Snippet use cases Snippet best practices Snippet standardization checklist Shared & synced content Synced articles Synced article overview How synced articles work How synced articles really work What is and isn't shared between synced articles How versions are stored for synced articles Why isn't my shared content article showing in search results? Synced content in copied knowledge base Use synced articles Create a new shared/synced article How to stop syncing content between articles How to identify synced child and parent articles Convert standalone article to synced article How can I tell multiple shared child articles apart? Synced categories Synced content category overview How synced categories work Sync behavior in shared content categories Synced article behavior in shared content categories Behavior when you create new or delete content in a synced category Use synced categories Create a new synced category Stop syncing an article in a synced category Stop syncing a synced category Synced knowledge bases Synced knowledge base Style guide Style guide feature overview Set up Style guide Create a style guide Turn on access to AI content style guide reviews Style guide starters Style guide starters overview Use our sample starter guide Use another style guide template Use a common style guide and document exceptions and additions Additional style guide resources Review content with your style guide Use AI to review article content with your style guide Manually review article content against your style guide Generate articles with style guide Import content Import Word documents Embed a single Word document in an articleNew Convert a Word document to an article pageNew Convert and split a Word document into separate articlesNew Create a Word document shareable link articleNew Convert multiple Word documents to multiple articlesNew Add a Word document to your file libraryNew Import PDF documents Embed a single PDF document in an article with a previewNew Convert a PDF document to an article pageNew Create a PDF document shareable link articleNew Add a PDF document to your file libraryNew PDF extraction errorsNew Import from Confluence Import from Document360 Import from Freshdesk Import from Helpjuice Import from HubSpot Import from Notion Import from Zendesk Import from CSV Import from other file format Import from other tool Import with the API Testing imports Import best practices Create REST API documentation REST API documentation in KnowledgeOwl Prerequisites Create your API documentation Custom styles Limitation: content security policy header Understand Redoc's standalone API docs Next steps Generate content Use Alchemer surveys to generate content in KnowledgeOwl Look and feel Homepage look and feel Homepage customization overview Change homepage welcome text Change the homepage welcome text Remove the homepage welcome text Change the color of the homepage welcome text Add or remove article lists Article Lists New Articles list Updated Articles list Popular Articles list Recent Articles list Remove article lists from your homepage Create a custom homepage articles list Add custom homepage elements Add a background image to my homepage Change the background image on my homepage Add category icons to your homepage category panels Add a custom alert or banner to your homepage Add a custom icon and header link on your homepage Overall look and feel Style your overall theme Access the theme builder Choose your colors Color picker: Which colors control which parts of my theme? Choose your font Use a custom font Choose your logo Use the new Support theme Change your favicon Choose your table of contents behavior Set your knowledge base time zone, date, and language Customize style or layout with HTML/CSS Add a link to the upper right (top navigation) Undo changes to Customize > Style Breadcrumbs Access to the header via Custom Head Reset your theme Copy a knowledge base's theme Set up your default behavior Basic settings Domain settings Website settings Article editor settings Customize your robots.txt Create your llms.txt How to use your own domain Private domain overview Create a CNAME record on your DNS Add a private domain Set up your SSL cert Make all requests use your new private domain Add reCAPTCHA SSL cert troubleshooting: CNAME record has not fully synced SSL cert troubleshooting: CAA policy does not allow Update your private domain Other overall look and feel customizations Add Fancybox to click to zoom/enlarge images About Fancybox Installation Style images Change toolbar Specific images only Skip images Upgrade Remove "Made with KnowledgeOwl" statement from footer Change Alert div icon or colors Display a back to top icon when scrolling Only play GIFs while hovering Use different logos for different reader groups Set your footer copyright year to automatically update Fix anchor links hidden by top navigation Article look and feel Common article customizations Style image captions Add Font Awesome icons into articles Style your table footer Use your own syntax highlighter for code blocks Use thumbnails and banner images Remove the PDF, print, or email icon from all articles Fix for article editor removing a script Add details/summary blocks into articles Style details/summary blocks Advanced article customizations Create an article table of contents (TOC) from headers Create expanding/collapsing sections in an article Adjust line spacing Format numbered list spacing and borders Customize nested numbered list styles Update your article actions merge code Conditional content based on tags Category look and feel Style your Default categories Icon panels styles Icon panels: Change panel background color/category title color Hide article descriptions on default category landing pages Style your Topic display categories Topic display: Hide category description Topic display: Style your tabs Topic display: Change Quick Links style and/or add header Table of contents look and feel Style your table of contents Set table of contents default display Display categories open by default Change the icons used in the table of contents Add links to your table of contents Add or remove Home link in table of contents Add search bar to table of contents Add glossary link to table of contents Add a link to the full PDF download to table of contents Add custom link to table of contents Search look and feel Change your search bar placeholder Customize the search "No Results" message Style the glossary term callouts in search results Hide tags from Search Results PDF look and feel Add page numbers to PDFs Display full URL of links in PDFs Display content only in PDFs Snippet to force page breaks in PDFs Glossary look and feel Glossary styling overview Style the Glossary page Keep glossary header visible when scrolling Style the letters at the top of the glossary Add search to the glossary page Add a print icon to the Glossary page Style glossary terms & definitions Customize how highlighted glossary terms and definitions look Style the glossary snippet search results Customize default text Customize default text overview Add and remove customized text strings Add or edit your own text string Reset a customized text string Update Style settings with Customize Text merge code Update Homepage with Customize Text merge code Default text section guides Customize Search text guide Customize Table of Contents text guide Customize Reader Login text guide Customize Top Navigation text guide Customize Article text guide Customize Miscellaneous text guide Customize Required Reading text guide Customize Article Lists text guide Customize Contact Form text guide Customize AI chatbot text guide Default HTML and CSS Default HTML Default Homepage HTML Default Body HTML Default Top Navigation HTML Default Article HTML Default Article Version HTML Default Login HTML Default Manage Reader Subscriptions HTML Default 404 Error Page HTML Default Restricted Access Page HTML Default Right Column HTML Default Homepage Article HTML (deprecated) Default Custom CSS Merge codes What are merge codes? KB Merge Codes Article Homepage Reader Body PDF Merge Codes Custom content category merge codes Other Features Related Articles Feature overview How it works Where do Related Articles show up? Do deleted or archived articles show in Related Articles? Use automatic Related Articles Manually suggest Related Articles Use both manual and automatic Related Articles Set up Related Articles Turn on automatic Related Article suggestions Backward suggest Related Articles Set the number of Related Articles to automatically display Turn off automatically suggested Related Articles Display Related Articles only in specific articles Readd the Related Articles section to my articles Hide Related Articles section from a specific article Hide Related Articles when there are none Hide Related Articles when there is one or less Add and remove Related Articles Add Related Articles Reorder or remove Related Articles Contact Form Contact form overview What data is collected in the Contact Form? Set up your contact form Set up contact form to send emails to one or more addresses Custom fields Create Zendesk TicketsUpdated Integrate contact form with Freshdesk Update wording in the Contact Form Customize Contact Form link Contact form submission email delivery issues Advanced setup Bypass contact form self-serve Open the contact form with certain details filled in Add template text to the start or end of the contact form's subject Fix error for site owner on Contact Form Manage articles Manage articles feature overview Use Manage filters Use standard Manage filters Create a custom Manage filter Edit a custom Manage filter Included Tags vs. Excluded Tags Delete a custom Manage filter Bulk edit articles Bulk edit articles in Manage Manage bulk edit options Bulk activate "ready for review" versions Bulk edit articles to make them required reading Archive articles in bulk in Manage Delete articles in bulk in Manage Purge deleted articles in Manage How do bulk edits, archives, and deletes work? Export Manage articles to CSV When to use the CSV export Generate your CSV export Manage CSV export column list CSV export tips and tricks Ratings Ratings feature overview Set up ratings Enable ratings Change the location of the Ratings section Add ratings to individual articles Turn off ratings in your knowledge base Add ratings to all articles Ratings reports and resets Ratings reporting Reset article ratings Article favorites Feature overview Set up favorites Turn on favorites Rename favorites Display favorites in the table of contents Display favorites outside the table of contents Change the favorites star icon Change how many favorites are displayed in the Current reader's favorites article list Add a top navigation link to the Favorite Articles page Fix missing favorites icon Add and access favorite articles Add an article to your favorites Remove an article from your favorites Reorder your favorites Access your favorite articles Comments Change your commenter icon or avatar Comments feature overview Set up comments Comments configuration overview Change comments placeholder, prompt, or button text Auto approve comments Set who can submit and view comments Get emails when comments are submitted Comment spam protection and security Limit the max characters allowed in comments Turn off comments in your knowledge base Moderate and approve comments Glossary Glossary feature overview Add terms to your Glossary Glossary formatting Add a new glossary term When should I use display titles? Disable highlighting for a glossary term Edit existing glossary term Delete glossary terms Import glossary terms Troubleshooting glossary term imports Export glossary terms Set up Glossary Add or remove glossary link in table of contents Add glossary terms to your search results Add or remove the glossary page from your search results Rename the glossary Glossary setup FAQs View the glossary Add Glossary definitions in articles Add glossary definitions in articles manually Automatically highlight definitions in articles When one glossary term contains another glossary term Style Glossary terms and definitions Style guide AI chatbot AI chatbot feature overview Set up AI chatbot External website AI chatbot embed Embed AI chatbot on an external website or app Add context to chatbot queries AI chatbot JavaScript API Reference Chatbot JWT authentication Chatbot OAuth 2.0 authentication AI chatbot troubleshooting How to optimize your content for the AI chatbot Fix the temporarily unavailable chatbot error Owl Intelligence Owl Intelligence feature overview Set up Owl Intelligence Use Owl Intelligence to generate content Generate article content with AI Generate article meta description with Owl Intelligence Article prompts for Owl Intelligence Interruption to Owl Intelligence Use AI to compare article content to your style guide Use Owl Intelligence to evaluate style guide alignment URL checker URL checker overview Overview Which content is checked Which content isn't checked Generate a links report Run the URL checker Additional content options Report options Use the URL checker links report How to read the URL checker links report Common HTTP status codes Tips & tricks for using the links report Links report best practices Find and replace Find and replace feature overview Run a search Run a search Exact matches searches Regex pattern searches Review search results Find and replace results table Find and replace CSV download Replace content How to run a replace What content fields are replaced What's in the find and replace change log? Subscriptions Subscription feature overview Set up subscriptions Requirements to turn on subscriptions Set the subscription notification schedule and email subject Set up SMTP for subscriptions Set up public subscriptions Enable subscriptions Add Subscribe button to topic and custom content categories Style the Subscribe button differently Force readers to subscribe with their reader account email address Use subscriptions Subscribe to a category Unsubscribe from a category Trigger/retrigger subscriptions Contextual Help Widget (2.0) Widget feature overview Set up Widget Widget setup and installation Widget setup and installation overview Widget Settings section Widget Admin Settings section Widget Customize Text section Widget Contact Form section Custom Widget Styles Widget 2.0 installation Advanced Widget setup & methods Add spam protection to Widget 2.0 Contact Tab Open widget to specific tab Hide one of the Widget 2.0 tabs Custom Widget Javascript Open widget to a specific article or category Use Widget 2.0 on Single Page Applications Prepopulate Widget 2.0 Contact Form fields Widget methods and functions dictionary Display the widget in your own div wrapper Use widget for contextual help Widget contextual help overview Contextual help widget configuration How to format your recommended page paths Recommend an article or category in contextual help Update an existing recommended page Remove an existing recommended page path Change the order of the Recommended tab Widget authentication Widget authentication--when and how to use it Widget 2.0 JWT authentication Widget 2.0 OAuth2 authentication Upgrade from older widgets Modern Widget vs. Widget 2.0 Comparison Transition checklist: from Modern Widget to Widget 2.0 Required Reading Required Reading feature overview Set up Required Reading Turn on Required Reading Add the required reading flag to your article template Add the required reading flag to your Right Column template Add the acknowledgements section to your article template Change the Required Reading text Add a Required Reading link to Table of Contents Add a Required Reading article list to your homepage Add or remove required articles Make individual articles required Bulk edit articles to make them required reading Retrigger the same article for new acknowledgment Remove requirement or start date Required Reading instructions for readers Required reading overview for readers Access the Required Reading page View Required Reading reports Notifications Email notifications Overview Create a new email notification Edit an email notification Delete an email notification Available email notification events Slack notifications Slack notification overview Create a new Slack notification with the KnowledgeOwl app for Slack Create a new Slack notification with a custom Slack app Edit a Slack notification Delete a Slack notification Available Slack notification events Microsoft Teams notifications Webhook notifications SMTP SMTP feature overview Create an SMTP service Create a new SMTP service: Basic authentication Gmail for two-factor authentication Create a new SMTP service: Microsoft OAuth2 Why does authorizing my SMTP OAuth2 connector return an immediate error? Why does my SMTP OAuth2 authorization succeed but test emails still fail? Create a new SMTP service: Unauthenticated PDFs PDF overview Individual article PDFs Standard PDF export (Full PDF Download) Custom PDF exports Styling PDFs Hyperlinks in PDFs PDF Watermarks and Passwords Markdown export HTML Zip export Overview Generate an HTML Zip export HTML export on Windows missing categories SEO guide Get started Best practices KnowledgeOwl SEO features Promote your knowledge base Make your knowledge base public Generate your sitemap Optimize your homepage Custom title tags and meta descriptions Public Sitemaps and SEO Duplicate content Prevent search engines from indexing your site and content Measure SEO performance Google Search Console Modern & Legacy Contextual Help Widget (deprecated) How the widget works Installation Use the Modern Widget for Contextual Help: Recommend on Pages Modern Slideout Widget Authentication with OAuth2 Use the Modern Slideout Widget on Single Page Applications Modern Widget + Zendesk Contact Form fix email address dropdown Deprecation of Modern & Legacy widget Search Search feature overview Set up search General search settings General settings overview Enable semantic search Pagination Sorting Filter by category Article preview text Exclude category Shared content articles Glossary page Glossary definition search results Change search text and styles Keywords Keywords overview Language Fuzziness Typeahead (autosuggest) Keyword search fields and weights Search testing Synonyms Intro to synonyms Create a synonym Edit a synonym Delete a synonym Large PDFs Search your knowledge base Keyword search Keyword search overview Typeahead (autosuggest) search Full search results Exact match searches Typeahead (autosuggest) versus full text search Sort search results Unsupported search characters Tag search Tag search overview Tag search case sensitivity Save a tag search Tags versus search phrases Sort tag search results Optimize search Optimize search intro Use search settings Use indexed fields well Use search field weights Use search phrases Use synonyms Use Searches with no results Run a search reindex Run a required search reindex Run an optional search reindex Delayed reindex Search FAQs Why isn't my category showing up in search results? How do I add keywords to my article? Why doesn't search work for unhyphenated versions of hyphenated words? Can I exclude an entire category--and all its articles--from search? Why doesn't my shared content article show in search results? Use Google Custom Search Engine in KnowledgeOwl How search works: Advanced Search basics Indexing Stemming Search relevance scoring Reporting and analytics Owl Analytics Owl Analytics feature overview Set up Owl Analytics Owl Analytics setup Owl Analytics privacy & compliance settings Turn off Owl Analytics Purge all analytics data Use Owl Analytics reports Owl Analytics quick start Readers reports Overview report Logs report View visitor profile Readers report Locations report Row evolution graph Segmented visits log Behavior reports Pageviews report Searches report Entry pages report Exit pages report Page titles report Downloads report Transitions report Filter, search, & export reports Use the Period filter Use the Audience filter Search an Owl Analytics report Export data from Owl Analytics Export data from Owl Analytics programmatically Owl Analytics Export API Export API setup Export API quickstart Owl Analytics Export API endpoint Which report format do I need? Create new Export API tokens Delete Export API tokens Export API token best practices Owl Analytics key concepts Action Actions per visit Average page load time Average time on page Bounce/bounce rate Download Entry page Exit/Exit rate New visitor Outlink Pageview Referrer Returning visitor Unique pageviews Unique download Unique visitor Visit Visitor Broken links report Reporting Dashboard Overview Your Knowledge Base at a Glance Article Ratings Report Popular Articles report Published Articles with 0 Views Searches with no Results Reset article views in the Popular Articles report Contact form reporting Overview Contact Form Activity Search Activity Export searches to CSV Page Breakdown Widget reporting Widget reporting overview Articles Viewed from Remote Pages Recommended Article Weights AI chatbot reporting Overview Owl Intelligence credits Daily usage statistics Questions from readers Comments reporting Overview View comments pending approval Approve or delete comments Who can view, approve, and delete comments? What happens when I approve a comment? What happens when I delete a comment? Create a CSV export of your Comments report Required reading reporting Required reading reporting overview Reading the Required Reading Report Third-party analytics Set up third-party analytics Search term analytics Reader-specific analytics Security and permissions KB visibility and access Create a public knowledge base Create a public knowledge base with some private content Create a private knowledge base Create a private knowledge base with different content for different readers Restrict content to logged in readers Restrict by IP address, shared passwords, reader logins, or a combination Convert a private knowledge base to mixed public and private Advanced security options Require login to view files/images Spam protection HTTP response headers Basic authentication Change authentication type for image / file security Author management Author overview What is an author? Author permissions Author login type Set up authors Edit authors and permissions Reset an author password Add an author Delete an author Export a list of authors Author roles & custom roles Default author roles Create a custom author role Available custom role permissions Author teams Author teams overview Create and administer author teams Create author teams Change the order of author teams Edit and delete author teams Use author teams in content Restrict content to author teams Inherited author team restrictions Remove author team restrictions Author FAQs and troubleshooting Can authors share logins? What happens when I delete an author? Can multiple authors work on the same article? Author email delivery issues Why is this email address saying it's on a suppression list? Reader management Readers and reader filters Readers page overview What's the difference between an author and a reader? Enable reader logins Create a reader Create readers in bulk Search for readers Create a custom reader filter Edit a custom reader filter Delete a custom reader filter Edit readers in bulk Restore a deleted reader Purge deleted readers Reader Groups Reader Groups overview Set up Reader Groups Create a reader group Auto-assign groups by email rules Delete a reader group Use Reader Groups in content Restrict content to logged in readers Test reader group access Content that supports reader group restrictions Content with multiple reader groups Check if an article or category is restricted to reader groups How inherited reader groups work Use Reader Groups in style/theme display Reader emails Customize your reader welcome emails Customize your reader password reset emails Configure SMTP for reader emails How custom SMTP from/reply impacts the email template from/reply to fields Reader email delivery issues Reader security, passwords, and login options Reader password security What's the difference between admin managed and self-administered reader passwords? Set up self-administered reader options Allow Google log in for readers Allow readers to log in through SSO Help readers reset their passwords Reader signups Overview Turn on reader signups Change the default text of the reader signup form Add custom fields to the reader signup form Approve or deny single new reader Approve or deny multiple readers Auto-assign new readers to groups upon signup Single Sign-On (SSO) Single sign-on (SSO) overview SSO options for different knowledge base setups Set up SAML SSO for authors SSO FAQs Update your x509 certificate Opening links to SSO knowledge bases from Microsoft Office SAML SSO instructions SAML SSO setup overview Configure SAML SSO (generic instructions) Configure SSO with Active Directory Federation Services (AD FS) Configure SSO with Microsoft Entra ID Configure SAML SSO with Okta Configure SSO with Google Workspace SSO Advanced options SAML attribute map Custom attribute map rules Missing SSO ID mapping warning Auto-Assign Groups By Email Rules (SSO Edition) Remote authentication instructions Overview PrerequisitesUpdated Enable remote authentication Create your remote auth token request and script Salesforce SSO instructions Salesforce configuration intro Step 1: Enable Salesforce SSO in KnowledgeOwl Step 2: Create LoginController apex class in Salesforce Step 3: Add the Remote Site in Salesforce Step 4: Create a Visualforce page in Salesforce Step 5: Create final apex classes in Salesforce Security, privacy, and compliance SOC 2 Consensus Assessments Initiative Questionnaire (CAIQ) Cookie declaration Privacy policyUpdated Data Processing Addendum (DPA) GDPR Maintain GDPR compliance with your own data HIPAA compliance List of Sub-processors Knowledge base backup Payment card industry (PCI) compliance Required IP addresses Security and reliability Supported cipher suites Uptime SLAs Vulnerability Disclosure Policy AI security and privacy at KnowledgeOwl Account and billing Plans & pricing 30-day free trial Pricing model How can I buy extra AI credits? Plans Fair pricing policy Priority support Subscription add-ons Payments & billing info Payment options Discounts Update payment method View past payment receipts How we calculate sales tax Change your billing email address Resolve failed payment or overdue account Change plan Add and remove knowledge bases Create an additional knowledge base Copy a knowledge base Delete a knowledge base Remove an unused knowledge base slot Add and remove author seats Add an author seat: Automatic payments Remove an author seat: Automatic payments Add an author seat: Invoice Remove an author seat: Invoice Change billing frequency Switch from monthly to yearly subscription Switch from yearly to monthly subscription Upgrade or downgrade plans Upgrade your plan Downgrade your plan Cancel your account Cancellation overview Cancel your subscription Post-cancellation data deletion Trial FAQs How do I subscribe to KnowledgeOwl? Which features are available during my trial? How do I extend my trial? What happens when my trial expires? What are my pricing and plan options? How do I add more authors to my trial? How do I add more knowledge bases to my trial? How do I choose my plan? What happens when I subscribe to KnowledgeOwl? How do I cancel my trial? Why does my Security settings page prevent public access? SLAs Overview SLA definitions SLA exclusions Business plan SLA Enterprise plan SLA Company and Product Info Company Website Contact support How do I stay up-to-date on KnowledgeOwl? System requirements and supported browsers Troubleshooting software issues KnowledgeOwl status page What happens during scheduled downtime KnowledgeOwl W-9 How can I send product feedback? Terms and conditions Customer referral program Customer referral program Integrations, API, and webhooks Integrations Slack Zapier Send Contact Form submissions to Google Sheet via Zapier + webhooks Prerequisites Quickstart Tutorial More use cases Zapier and the KnowledgeOwl API Prerequisites Quickstart Tutorial More use cases Zendesk Install Zendesk App Create Zendesk Tickets Import from ZendeskUpdated Ottokit Userlane API Use the KnowledgeOwl API Introducing the KnowledgeOwl API Authentication API keysUpdated Find your knowledge base ID or project ID Pagination and limiting results Usage limits Input and output formats Date formats Query operators API calls in snippetsUpdated API key permission-endpoint mappingNew Upgrade from legacy to scoped API keyNew API endpoint reference How to work with APIs Introduction What is an API? What is a REST API? Calling an API: terminology and tools Calling an API: curl Calling an API: Postman Learn more Cookbook: examples with curl and Postman Cookbook usage instructions Create a category with the API Upload and edit files Update version metadata Cookbook: code samples Suggest articles (API) Create a list of articles from a specific category Webhooks Webhooks overview Create a webhook notification Edit a webhook notification Reactivate a webhook Delete a webhook notification Available webhook events Webhook API calls Learning resources Getting Started Guide Intro to KnowledgeOwl Before you start Set up your account What is a knowledge base? How are KnowledgeOwl knowledge bases structured? The KnowledgeOwl app vs. a knowledge base Get oriented in the app Get started with a new knowledge base Purpose & audience Create a Knowledge Base Brief Look & feel Set up your domain Configure your KB access Decide which features to use Determine your content hierarchy Author roles and permissions Version guidelines Reporting and analytics Content audit cycle Create a style or author's guide Document your knowledge base's setup Explore features Intro Reader-related features Integration-related features Author-related features Permissions-related features Transition to KO from another tool How to start your knowledge base 2 minute demo video Common trial questions Video library 2 minute demo of KnowledgeOwl How to start building your knowledge base Articles & Categories - the very basics of your knowledge base Do you need a private, public or mixed use knowledge base? Readers vs. Authors Search feature overview Tips for setting up a customer-facing knowledge base Fave features: Glossary, Favoriting and Comments Contextual help widget demo How to set up a knowledge base with both private and public content Reporting feature overview Product Newsletter video archive July 2023 August 2023 September 2023 October 2023 November 2023 Wisdom Wednesday Archives Get the most out of search Working with inline and side-by-side images Kate's tags + manage articles process for fast documentation updates Get the most out of Glossary How to update files and images New theme updates Intro to file references Customize text tool Sharing files: embeds, links, URL redirects, oh my! Icon panel subcategory display option Get the most out of topic display categories Three use cases for snippets Driving reader engagement: A scavenger hunt (aka the Knowledge Games) Article favorites Tabs display Versions part one Versions part two (review and activation) Customize text article template Advanced search walkthrough Glossary feature overview Wisdom Wednesdays Overview September 27th: SMTP changes and Microsoft OAuth2 SMTP Advanced Search walkthrough (Aug. 30th) Use the Customize Text tool to change your article template (July 5th) Version review and activation (June 7th) Versions & revisions (May 24th) Topic display category tabs layout (April 26th) Article Favorites (April 12th) Guest presentation on a reader Scavenger Hunt (March 29th) Three use cases for snippets (March 15th) Get the most from topic display categories (March 1) Give your knowledge base a makeover with icon panels subcategory display (Feb. 15th) Sharing files: embeds, links, and URL directs, oh my! (Feb. 1) Customize Text Tool (Jan. 18th) Intro to File References (Jan. 4th) New theme updates! (Dec. 14th) How to update images & files (Nov. 30th) Use tags + Manage filters for fast docs updates/audits (Nov. 16th) How to get the most from glossary (Oct.26th) In-line and side-by-side images (Oct. 19th) Get the most out of search (Oct. 12th) Broken Links Report (Oct. 5th) Release notes Spread the word Your review makes a real difference G2 Capterra SoftwareReviews Owlcademy Home Security and permissions Security, privacy, and compliance Data Processing Addendum (DPA) Last modified on 09/04/2026 3:15 pm EDT Updated: September 4th, 2026 Need a signature? If you'd like to electronically sign our DPA, please let us know by emailing [email protected]. This Data Processing Addendum (“DPA”) forms part of the terms and conditions of service found at https://support.knowledgeowl.com/help/terms-and-conditions unless the Customer has entered into a superseding agreement with KnowledgeOwl, in which case it forms part of that agreement (in either case, the “Agreement”). KnowledgeOwl agrees to comply with the following provisions with respect to any Personal Data Processed by KnowledgeOwl in connection with its provision of the Services. References to the Agreement will be construed as including this DPA and, except as modified below, the terms of the Agreement shall remain in full force and effect. For the purpose of this DPA, Customer is the Data Controller and KnowledgeOwl is the Data Processor. Any capitalized terms not defined herein shall have the respective meanings given to them in the Agreement. In the event of any conflict between this DPA and the Agreement, this DPA will prevail. 1. DEFINITIONS “Data Controller” means the entity that determines the purposes and means of the Processing of Personal Data. “Data Privacy Framework” means the EU-U.S. Data Privacy Framework, the UK Extension to the EU-U.S. Data Privacy Framework, and the Swiss-U.S. Data Privacy Framework as set forth by the U.S. Department of Commerce. “Data Processor” means the entity which Processes Personal Data on behalf of the Data Controller. “Data Protection Laws” means all laws and regulations, including laws and regulations of the European Union, applicable to the Processing of Personal Data under the Agreement. “Data Subject” means the individual to whom Personal Data relates. “Personal Data” means any information relating to an identified or identifiable person. “Processing” means any operation or set of operations which is performed upon Personal Data, whether or not by automatic means, such as collection, recording, organization, storage, adaptation or alteration, retrieval, consultation, use, disclosure by transmission, dissemination or otherwise making available, alignment or combination, blocking, erasure or destruction (“Process”, “Processes” and “Processed” shall have the same meaning). “Security Breach” has the meaning set forth in Section 7 of this DPA. “Standard Contractual Clauses” means the agreement executed by and between the. Customer and KnowledgeOwl in Schedule 1 pursuant to the European Commission’s decision (C(2010)593) of 5 February 2010 on Standard Contractual Clauses for the transfer of personal data to processors established in third countries which do not ensure an adequate level of data protection. “Sub-processor” means any Data Processor engaged by KnowledgeOwl. 2. PROCESSING OF PERSONAL DATA 2.1 The parties agree that with regard to the Processing of Personal Data, the Customer is the Data Controller and KnowledgeOwl is the Data Processor. 2.2 KnowledgeOwl shall process Personal Data in accordance with the requirements of the Data Protection Laws and Customer will ensure that its instructions for the Processing of Personal Data shall comply with the Data Protection Laws. If KnowledgeOwl believes or becomes aware that any of Customer’s instructions conflict with any Data Protection Laws, KnowledgeOwl shall inform Customer. 2.3 During the Term of the Agreement, KnowledgeOwl shall only Process Personal Data on behalf of and in accordance with Customer’s written instructions and shall treat Personal Data as confidential information. Customer instructs KnowledgeOwl to Process Personal Data for the following purposes: (i) Processing in accordance with the Agreement and any applicable orders; and (ii) Processing to comply with other reasonable written instructions provided by Customer where such instructions are consistent with the terms of the Agreement. KnowledgeOwl may Process Personal Data other than on the written instructions of Customer if it is required under applicable law to which KnowledgeOwl is subject. In this situation, KnowledgeOwl shall inform Customer of such requirement before KnowledgeOwl Processes the Personal Data unless prohibited by applicable law. The objective of Processing of Personal Data by KnowledgeOwl is the provision of the Services pursuant to the Agreement. 2.4 Customer acknowledges and agrees that KnowledgeOwl may engage Sub-processors to provide the Services set forth in the Agreement. KnowledgeOwl agrees that any agreement with an approved Sub-processor shall include no less protective data protection obligations as set out in this DPA. KnowledgeOwl will notify the Customer of any intended change to Sub-processors, giving the Customer at least 10 business days to object in writing. KnowledgeOwl shall remain responsible for any approved Sub-processor’s compliance with the obligations of this DPA. 3. RIGHTS OF DATA SUBJECTS 3.1 To the extent Customer, in its use or receipt of the Services, does not have the ability to correct, amend, restrict, block or delete Personal Data, as required by Data Protection Laws, KnowledgeOwl shall promptly comply with reasonable requests by Customer to facilitate such actions to the extent KnowledgeOwl is legally permitted and able to do so. 3.2 KnowledgeOwl shall, to the extent legally permitted, promptly notify Customer if it receives a request from a Data Subject for access to, correction, amendment, deletion of or objection to the processing of that person’s Personal Data. KnowledgeOwl shall not respond to any such Data Subject request without Customer’s prior written consent except to confirm that the request relates to Customer. To the extent that Customer responds to any such Data Subject request, KnowledgeOwl shall provide Customer with commercially reasonable cooperation and assistance, including by implementing appropriate technical and organizational measures, in relation to the handling of a Data Subject’s request, to the extent legally permitted. 4. KNOWLEDGEOWL PERSONNEL 4.1 KnowledgeOwl shall ensure that its personnel engaged in the Processing of Personal Data are informed of the confidential nature of the Personal Data, have received appropriate training on their responsibilities and are subject to obligations of confidentiality and such obligations shall survive the termination of that individual’s engagement with KnowledgeOwl. 4.2 KnowledgeOwl shall ensure that access to Personal Data is limited to personnel who require such access to fulfill KnowledgeOwl’s obligations under the Agreement. 5. SECURITY; AUDIT RIGHTS; PRIVACY IMPACT ASSESSMENTS 5.1 Pursuant to Article 28, Section 3(c) of the General Data Protection Regulation (“GDPR”), KnowledgeOwl shall take all measures required pursuant to Article 32 of the GDPR. 5.2 KnowledgeOwl will make available to Customer all information necessary to demonstrate compliance with the obligations laid down in Article 28 of the GDPR and allow for and contribute to audits, including inspections, conducted by Customer or another auditor mandated by Customer. 5.3 KnowledgeOwl will reasonably cooperate with Customer to assist Customer in ensuring compliance with Articles 32 to 36 of the GDPR. 6. SECURITY BREACH MANAGEMENT AND NOTIFICATION If KnowledgeOwl becomes aware of any accidental or unlawful destruction, loss, alteration, unauthorized disclosure of, or access to any Personal Data transmitted, stored or otherwise Processed on KnowledgeOwl’s equipment or in KnowledgeOwl’s facilities (“Security Breach”), KnowledgeOwl will promptly: (i) notify Customer of the Security Breach; (ii) investigate the Security Breach and provide Customer with all relevant information about the Security Breach; and (iii) take all steps to mitigate the effects and to minimize any damage resulting from the Security Breach. 7. RETURN AND DELETION OF PERSONAL DATA Upon Customer’s request, KnowledgeOwl shall delete or return Personal Data to Customer and shall delete existing copies unless applicable European Union or Member State law requires storage of such data. 8. EU-U.S. DATA PRIVACY FRAMEWORK, UK EXTENSION, AND SWISS-U.S. DATA PRIVACY FRAMEWORK KnowledgeOwl agrees to apply the Data Privacy Framework Principles issued by the U.S. Department of Commerce, located at https://www.dataprivacyframework.gov/ (“DPF Principles”) to all Personal Data that Customer transfers to KnowledgeOwl that originates from the European Economic Area, the United Kingdom, or Switzerland (“EEA Data”). For clarity, KnowledgeOwl agrees to (a) use EEA Data only for purposes specified by Customer; (b) notify Customer upon KnowledgeOwl’s determination that it can no longer apply the DPF Principles to EEA Data; and (c) upon such determination, cease use of EEA Data or take other reasonable and appropriate steps to apply the DPF Principles to EEA Data. 9. PARTIES TO THIS DPA Nothing in this DPA shall confer any benefits or rights on any person or entity other than the parties to this DPA. 10. LEGAL AUTHORITY Each of KnowledgeOwl and Customer mutually represent and warrant that (i) the person executing this DPA on its respective behalf has the legal authority to bind such party, and (ii) it has right, power, and authority to (a) enter into this DPA, (b) make the representations and warranties contained herein, and (c) commit to and perform the respective duties, obligations and covenants set forth hereunder. Schedule 1: STANDARD CONTRACTUAL CLAUSES Section 1 Clause 1 Purpose and Scope The purpose of these standard contractual clauses is to ensure compliance with the requirements of Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data (General Data Protection Regulation) for the transfer of personal data to a third country. The Parties: the natural or legal person(s), public authority/ies, agency/ies or other body/ies (hereinafter ‘entity/ies’) transferring the personal data, as listed in Annex I.A (hereinafter each ‘data exporter’), and the entity/ies in a third country receiving the personal data from the data exporter, directly or indirectly via another entity also Party to these Clauses, as listed in Annex I.A (hereinafter each ‘data importer’) have agreed to these standard contractual clauses (hereinafter: ‘Clauses’). These Clauses apply with respect to the transfer of personal data as specified in Annex I.B. The Appendix to these Clauses containing the Annexes referred to therein forms an integral part of these Clauses. Clause 2 Invariability of the Clauses These Clauses set out appropriate safeguards, including enforceable data subject rights and effective legal remedies, pursuant to Article 46(1) and Article 46 (2)(c) of Regulation (EU) 2016/679 and, with respect to data transfers from controllers to processors and/or processors to processors, standard contractual clauses pursuant to Article 28(7) of Regulation (EU) 2016/679, provided they are not modified, except to select the appropriate Module(s) or to add or update information in the Appendix. This does not prevent the Parties from including the standard contractual clauses laid down in these Clauses in a wider contract and/or to add other clauses or additional safeguards, provided that they do not contradict, directly or indirectly, these Clauses or prejudice the fundamental rights or freedoms of data subjects. These Clauses are without prejudice to obligations to which the data exporter is subject by virtue of Regulation (EU) 2016/679. Clause 3 Third-party Beneficiaries Data subjects may invoke and enforce these Clauses, as third-party beneficiaries, against the data exporter and/or data importer, with the following exceptions: Clause 1, Clause 2, Clause 3, Clause 6, Clause 7; Clause 8.1(b), 8.9(a), (c), (d) and (e); Clause 9(a), (c), (d) and (e); Clause 12(a), (d) and (f); Clause 13; Clause 15.1(c), (d) and (e); Clause 16(e); Clause 18(a) and (b). Paragraph (a) is without prejudice to rights of data subjects under Regulation (EU)2016/679. Clause 4 Interpretation Where these Clauses use terms that are defined in Regulation (EU) 2016/679, those terms shall have the same meaning as in that Regulation. These Clauses shall be read and interpreted in the light of the provisions of Regulation (EU) 2016/679. These Clauses shall not be interpreted in a way that conflicts with rights and obligations provided for in Regulation (EU) 2016/679. Clause 5 Hierarchy In the event of a contradiction between these Clauses and the provisions of related agreements between the Parties, existing at the time these Clauses are agreed or entered into thereafter, these Clauses shall prevail. Clause 6 Description of the Transfer(s) The details of the transfer(s), and in particular the categories of personal data that are transferred and the purpose(s) for which they are transferred, are specified in Annex I.B. Clause 7 Docking Clause An entity that is not a Party to these Clauses may, with the agreement of the Parties, accede to these Clauses at any time, either as a data exporter or as a data importer, by completing the Appendix and signing Annex I.A. Once it has completed the Appendix and signed Annex I.A, the acceding entity shall become a Party to these Clauses and have the rights and obligations of a data exporter or data importer in accordance with its designation in Annex I.A. The acceding entity shall have no rights or obligations arising under these Clauses from the period prior to becoming a Party. Section 2 - Obligations of the Parties Clause 8 Data Protection Safeguards The data exporter warrants that it has used reasonable efforts to determine that the data importer is able, through the implementation of appropriate technical and organisational measures, to satisfy its obligations under these Clauses. 8.1 Instructions The data importer shall process the personal data only on documented instructions from the data exporter. The data exporter may give such instructions throughout the duration of the contract. The data importer shall immediately inform the data exporter if it is unable to follow those instructions. 8.2 Purpose limitation The data importer shall process the personal data only for the specific purpose(s) of the transfer, as set out in Annex I.B, unless on further instructions from the data exporter. 8.3 Transparency On request, the data exporter shall make a copy of these Clauses, including the Appendix as completed by the Parties, available to the data subject free of charge. To the extent necessary to protect business secrets or other confidential information, including the measures described in Annex II and personal data, the data exporter may redact part of the text of the Appendix to these Clauses prior to sharing a copy, but shall provide a meaningful summary where the data subject would otherwise not be able to understand the its content or exercise his/her rights. On request, the Parties shall provide the data subject with the reasons for the redactions, to the extent possible without revealing the redacted information. This Clause is without prejudice to the obligations of the data exporter under Articles 13 and 14 of Regulation (EU) 2016/679. 8.4 Accuracy If the data importer becomes aware that the personal data it has received is inaccurate, or has become outdated, it shall inform the data exporter without undue delay. In this case, the data importer shall cooperate with the data exporter to erase or rectify the data. 8.5 Duration of processing and erasure or return of data Processing by the data importer shall only take place for the duration specified in Annex I.B. After the end of the provision of the processing services, the data importer shall, at the choice of the data exporter, delete all personal data processed on behalf of the data exporter and certify to the data exporter that it has done so, or return to the data exporter all personal data processed on its behalf and delete existing copies. Until the data is deleted or returned, the data importer shall continue to ensure compliance with these Clauses. In case of local laws applicable to the data importer that prohibit return or deletion of the personal data, the data importer warrants that it will continue to ensure compliance with these Clauses and will only process it to the extent and for as long as required under that local law. This is without prejudice to Clause 14, in particular the requirement for the data importer under Clause 14(e) to notify the data exporter throughout the duration of the contract if it has reason to believe that it is or has become subject to laws or practices not in line with the requirements under Clause 14(a). 8.6 Security of processing The data importer and, during transmission, also the data exporter shall implement appropriate technical and organisational measures to ensure the security of the data, including protection against a breach of security leading to accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access to that data (hereinafter‘personal data breach’). In assessing the appropriate level of security, the Parties shall take due account of the state of the art, the costs of implementation, the nature, scope, context and purpose(s) of processing and the risks involved in the processing for the data subjects. The Parties shall in particular consider having recourse to encryption or pseudonymisation, including during transmission, where the purpose of processing can be fulfilled in that manner. In case of pseudonymisation, the additional information for attributing the personal data to a specific data subject shall, where possible, remain under the exclusive control of the data exporter. In complying with its obligations under this paragraph, the data importer shall at least implement the technical and organisational measures specified in Annex II. The data importer shall carry out regular checks to ensure that these measures continue to provide an appropriate level of security. The data importer shall grant access to the personal data to members of its personnel only to the extent strictly necessary for the implementation, management and monitoring of the contract. It shall ensure that persons authorised to process the personal data have committed themselves to confidentiality or are under an appropriate statutory obligation of confidentiality. In the event of a personal data breach concerning personal data processed by the data importer under these Clauses, the data importer shall take appropriate measures to address the breach,including measures to mitigate its adverse effects. The data importer shall also notify the data exporter without undue delay after having become aware of the breach. Such notification shall contain the details of a contact point where more information can be obtained, a description of the nature of the breach (including, where possible, categories and approximate number of data subjects and personal data records concerned), its likely consequences and the measures taken or proposed to address the breach including, where appropriate, measures to mitigate its possible adverse effects. Where, and in so far as, it is not possible to provide all information at the same time, the initial notification shall contain the information then available and further information shall, as it becomes available, subsequently be provided without undue delay. The data importer shall cooperate with and assist the data exporter to enable the data exporter to comply with its obligations under Regulation (EU) 2016/679, in particular to notify the competent supervisory authority and the affected data subjects, taking into account the nature of processing and the information available to the data importer. 8.7 Sensitive data Where the transfer involves personal data revealing racial or ethnic origin, political opinions, religious or philosophical beliefs, or trade union membership, genetic data, or biometric data for the purpose of uniquely identifying a natural person, data concerning health or a person’s sex life or sexual orientation, or data relating to criminal convictions and offences (hereinafter ‘sensitive data’), the data importer shall apply the specific restrictions and/or additional safeguards described in Annex I.B. 8.8 Onward transfers The data importer shall only disclose the personal data to a third party on documented instructions from the data exporter. In addition, the data may only be disclosed to a third party located outside the European Union (in the same country as the data importer or in another third country, hereinafter ‘onward transfer’) if the third party is or agrees to be bound by these Clauses, , under the appropriate Module, or if: the onward transfer is to a country benefitting from an adequacy decision pursuant to Article 45 of Regulation (EU) 2016/679 that covers the onward transfer; the third party otherwise ensures appropriate safeguards pursuant to Articles 46 or 47 Regulation of (EU) 2016/679 with respect to the processing in question; the onward transfer is necessary for the establishment, exercise or defence of legal claims in the context of specific administrative, regulatory or judicial proceedings; or ) the onward transfer is necessary in order to protect the vital interests of the data subject or of another natural person. Any onward transfer is subject to compliance by the data importer with all the other safeguards under these Clauses, in particular purpose limitation. 8.9 Documentation and compliance The data importer shall promptly and adequately deal with enquiries from the data exporter that relate to the processing under these Clauses. The Parties shall be able to demonstrate compliance with these Clauses. In particular, the data importer shall keep appropriate documentation on the processing activities carried out on behalf of the data exporter. The data importer shall make available to the data exporter all information necessary to demonstrate compliance with the obligations set out in these Clauses and at the data exporter’s request, allow for and contribute to audits of the processing activities covered by these Clauses, at reasonable intervals or if there are indications of non-compliance. In deciding on a review or audit, the data exporter may take into account relevant certifications held by the data importer. The data exporter may choose to conduct the audit by itself or mandate an independent auditor. Audits may include inspections at the premises or physical facilities of the data importer and shall, where appropriate, be carried out with reasonable notice. The Parties shall make the information referred to in paragraphs (b) and (c), including the results of any audits, available to the competent supervisory authority on request. Clause 9 Use of sub-processors GENERAL WRITTEN AUTHORISATION The data importer has the data exporter’s general authorisation for the engagement of sub-processor(s) from an agreed list. The data importer shall specifically inform the data exporter in writing of any intended changes to that list through the addition or replacement of sub-processors at least ten(10) days in advance, thereby giving the data exporter sufficient time to be able to object to such changes prior to the engagement of the sub-processor(s). The data importer shall provide the data exporter with the information necessary to enable the data exporter to exercise its right to object. Where the data importer engages a sub-processor to carry out specific processing activities (on behalf of the data exporter), it shall do so by way of a written contract that provides for, in substance, the same data protection obligations as those binding the data importer under these ACTIVE/110240378.1 7 Clauses, including in terms of third-party beneficiary rights for data subjects. 1 The Parties agree that, by complying with this Clause, the data importer fulfils its obligations under Clause 8.8. The data importer shall ensure that the sub-processor complies with the obligations to which the data importer is subject pursuant to these Clauses. The data importer shall provide, at the data exporter’s request, a copy of such a sub- processor agreement and any subsequent amendments to the data exporter. To the extent necessary to protect business secrets or other confidential information, including personal data, the data importer may redact the text of the agreement prior to sharing a copy. The data importer shall remain fully responsible to the data exporter for the performance of the sub-processor’s obligations under its contract with the data importer. The data importer shall notify the data exporter of any failure by the sub- processor to fulfil its obligations under that contract The data importer shall agree a third-party beneficiary clause with the sub-processor whereby -- in the event the data importer has factually disappeared, ceased to exist in law or has become insolvent -- the data exporter shall have the right to terminate the sub-processor contract and to instruct the sub-processor to erase or return the personal data. Clause 10 Data subject rights The data importer shall promptly notify the data exporter of any request it has received from a data subject. It shall not respond to that request itself unless it has been authorised to do so by the data exporter. The data importer shall assist the data exporter in fulfilling its obligations to respond to data subjects’ requests for the exercise of their rights under Regulation (EU) 2016/679. In this regard, the Parties shall set out in Annex II the appropriate technical and organisational measures, taking into account the nature of the processing, by which the assistance shall be provided, as well as the scope and the extent of the assistance required. In fulfilling its obligations under paragraphs (a) and (b), the data importer shall comply with the instructions from the data exporter. Clause 11 Redress The data importer shall inform data subjects in a transparent and easily accessible format, through individual notice or on its website, of a contact point authorised to handle complaints. It shall deal promptly with any complaints it receives from a data subject. In case of a dispute between a data subject and one of the Parties as regards compliance with these Clauses, that Party shall use its best efforts to resolve the issue amicably in a timely fashion. The Parties shall keep each other informed about such disputes and, where ACTIVE/110240378.1 8 appropriate, cooperate in resolving them. Where the data subject invokes a third-party beneficiary right pursuant to Clause 3, the data importer shall accept the decision of the data subject to: lodge a complaint with the supervisory authority in the Member State of his/her habitual residence or place of work, or the competent supervisory authority pursuant to Clause 13; refer the dispute to the competent courts within the meaning of Clause 18. The Parties accept that the data subject may be represented by a not-for-profit body, organisation or association under the conditions set out in Article 80(1) of Regulation(EU) 2016/679. The data importer shall abide by a decision that is binding under the applicable EU or Member State law. The data importer agrees that the choice made by the data subject will not prejudice his/her substantive and procedural rights to seek remedies in accordance with applicable laws. Clause 12 Liability Each Party shall be liable to the other Party/ies for any damages it causes the other Party/ies by any breach of these Clauses. The data importer shall be liable to the data subject, and the data subject shall be entitled to receive compensation, for any material or non-material damages the data importer or its subprocessor causes the data subject by breaching the third-party beneficiary rights under these Clauses. Notwithstanding paragraph (b), the data exporter shall be liable to the data subject, and the data subject shall be entitled to receive compensation, for any material or non-material damages the data exporter or the data importer (or its sub-processor) causes the data subject by breaching the third-party beneficiary rights under these Clauses. This is without prejudice to the liability of the data exporter and, where the data exporter is a processor acting on behalf of a controller, to the liability of the controller under Regulation (EU) 2016/679 or Regulation (EU) 2018/1725, as applicable. The Parties agree that if the data exporter is held liable under paragraph (c) for damages caused by the data importer (or its sub-processor), it shall be entitled to claim back from the data importer that part of the compensation corresponding to the data importer’s responsibility for the damage. Where more than one Party is responsible for any damage caused to the data subject as a result of a breach of these Clauses, all responsible Parties shall be jointly and severally liable and the data subject is entitled to bring an action in court against any of these Parties. The Parties agree that if one Party is held liable under paragraph (e), it shall be entitled to claim back from the other Party/ies that part of the compensation corresponding to its / their responsibility for the damage. The data importer may not invoke the conduct of a sub-processor to avoid its own liability. Clause 13 Supervision Where the data exporter is established in an EU Member State: The supervisory authority with responsibility for ensuring compliance by the data exporter with Regulation (EU) 2016/679 as regards the data transfer, as indicated in Annex I.C, shall act as competent supervisory authority. The supervisory authority of one of the Member States in which the data subjects whose personal data is transferred under these Clauses in relation to the offering of goods or services to them, or whose behaviour is monitored, are located, as indicated in Annex I.C, shall act as competent supervisory authority. The data importer agrees to submit itself to the jurisdiction of and cooperate with the competent supervisory authority in any procedures aimed at ensuring compliance with these Clauses. In particular, the data importer agrees to respond to enquiries, submit to audits and comply with the measures adopted by the supervisory authority, including remedial and compensatory measures. It shall provide the supervisory authority with written confirmation that the necessary actions have been taken. Section 3 - Local Laws and Obligations in case of access by public authorities Clause 14 Local Laws and Obligations in Case of Access by Public Authorities The Parties warrant that they have no reason to believe that the laws and practices in the third country of destination applicable to the processing of the personal data by the data importer, including any requirements to disclose personal data or measures authorising access by public authorities, prevent the data importer from fulfilling its obligations under these Clauses. This is based on the understanding that laws and practices that respect the essence of the fundamental rights and freedoms and do not exceed what is necessary and proportionate in a democratic society to safeguard one of the objectives listed in Article 23(1) of Regulation (EU) 2016/679, are not in contradiction with these Clauses. The Parties declare that in providing the warranty in paragraph (a), they have taken due account in particular of the following elements: the specific circumstances of the transfer, including the length of the processing chain, the number of actors involved and the transmission channels used; intended onward transfers; the type of recipient; the purpose of processing; the categories and format of the transferred personal data; the economic sector in which the transfer occurs; the storage location of the data transferred; the laws and practices of the third country of destination– including those requiring the disclosure of data to public authorities or authorising access by such authorities – relevant in light of the specific circumstances of the transfer, and the applicable limitations and safeguards; any relevant contractual, technical or organisational safeguards put in place to supplement the safeguards under these Clauses, including measures applied during transmission and to the processing of the personal data in the country of destination. The data importer warrants that, in carrying out the assessment under paragraph (b), it has made its best efforts to provide the data exporter with relevant information and agrees that it will continue to cooperate with the data exporter in ensuring compliance with these Clauses The Parties agree to document the assessment under paragraph (b) and make it available to the competent supervisory authority on request. The data importer agrees to notify the data exporter promptly if, after having agreed to these Clauses and for the duration of the contract, it has reason to believe that it is or has become subject to laws or practices not in line with the requirements under paragraph (a), including following a change in the laws of the third country or a measure (such as a disclosure request) indicating an application of such laws in practice that is not in line with the requirements in paragraph (a). Following a notification pursuant to paragraph (e), or if the data exporter otherwise has reason to believe that the data importer can no longer fulfil its obligations under these Clauses, the data exporter shall promptly identify appropriate measures (e.g. technical or organisational measures to ensure security and confidentiality) to be adopted by the data exporter and/or data importer to address the situation. The data exporter shall suspend the data transfer if it considers that no appropriate safeguards for such transfer can be ensured, or if instructed the competent supervisory authority to do so. In this case, the data exporter shall be entitled to terminate the contract, insofar as it concerns the processing of personal data under these Clauses. If the contract involves more than two Parties, the data exporter may exercise this right to termination only with respect to the relevant Party, unless the Parties have agreed otherwise. Where the contract is terminated pursuant to this Clause, Clause 16(d) and (e) shall apply. Clause 15 Obligations of the Data Importer in Case of Access by Public Authorities 15.1 Notification The data importer agrees to notify the data exporter and, where possible, the data subject promptly (if necessary with the help of the data exporter) if it: receives a legally binding request from a public authority, including judicial authorities, under the laws of the country of destination for the disclosure of personal data transferred pursuant to these Clauses; such notification shall include information about the personal data requested, the requesting authority,the legal basis for the request and the response provided; or becomes aware of any direct access by public authorities to personal data transferred pursuant to these Clauses in accordance with the laws of the country of destination; such notification shall include all information available to the importer. If the data importer is prohibited from notifying the data exporter and/or the data subject under the laws of the country of destination, the data importer agrees to use its best efforts to obtain a waiver of the prohibition, with a view to communicating as much information as possible, as soon as possible. The data importer agrees to document its best efforts in order to be able to demonstrate them on request of the data exporter. Where permissible under the laws of the country of destination, the data importer agrees to provide the data exporter, at regular intervals for the duration of the contract, with as much relevant information as possible on the requests received (in particular, number of requests, type of data requested, requesting authority/ies, whether requests have been challenged and the outcome of such challenges, etc.). The data importer agrees to preserve the information pursuant to paragraphs (a) to (c) for the duration of the contract and make it available to the competent supervisory authority on request. Paragraphs (a) to (c) are without prejudice to the obligation of the data importer pursuant to Clause 14(e) and Clause 16 to inform the data exporter promptly where it is unable to comply with these Clauses. 15.2 Review of legality and data minimisation The data importer agrees to review the legality of the request for disclosure, in particular whether it remains within the powers granted to the requesting public authority, and to challenge the request if, after careful assessment, it concludes that there are reasonable grounds to consider that the request is unlawful under the laws of the country of destination, applicable obligations under international law and principles of international comity. The data importer shall, under the same conditions, pursue possibilities of appeal. When challenging a request, the data importer shall seek interim measures with a view to suspending the effects of the request until the competent judicial authority has decided on its merits. It shall not disclose the personal data requested until required to do so under the applicable procedural rules. These requirements are without prejudice to the obligations of the data importer under Clause 14(e). The data importer agrees to document its legal assessment and any challenge to the request for disclosure and, to the extent permissible under the laws of the country of destination, make the documentation available to the data exporter. It shall also make it available to the competent supervisory authority on request. The data importer agrees to provide the minimum amount of information permissible when responding to a request for disclosure, based on a reasonable interpretation of the request. Section 4 - Final Provisions Clause 16 Non-Compliance with the Clauses and Termination The data importer shall promptly inform the data exporter if it is unable to comply with these Clauses, for whatever reason. In the event that the data importer is in breach of these Clauses or unable to comply with these Clauses, the data exporter shall suspend the transfer of personal data to the data importer until compliance is again ensured or the contract is terminated. This is without prejudice to Clause 14(f). The data exporter shall be entitled to terminate the contract, insofar as it concerns the processing of personal data under these Clauses, where: the data exporter has suspended the transfer of personal data to the data importer pursuant to paragraph (b) and compliance with these Clauses is not restored within a reasonable time and in any event within one month of suspension; the data importer is in substantial or persistent breach of these Clauses; or the data importer fails to comply with a binding decision of a competent court or supervisory authority regarding its obligations under these Clauses. In these cases, it shall inform the competent supervisory authority of such non-compliance. Where the contract involves more than two Parties, the data exporter may exercise this right to termination only with respect to the relevant Party, unless the Parties have agreed otherwise. Personal data that has been transferred prior to the termination of the contract pursuant to paragraph (c) shall at the choice of the data exporter immediately be returned to the data exporter or deleted in its entirety. The same shall apply to any copies of the data. The data importer shall certify the deletion of the data to the data exporter. Until the data is deleted or returned, the data importer shall continue to ensure compliance with these Clauses. In case of local laws applicable to the data importer that prohibit the return or deletion of the transferred personal data, the data importer warrants that it will continue to ensure compliance with these Clauses and will only process the data to the extent and for as long as required under that local law. Either Party may revoke its agreement to be bound by these Clauses where (i) the European Commission adopts a decision pursuant to Article 45(3) of Regulation (EU) 2016/679 that covers the transfer of personal data to which these Clauses apply; or (ii) Regulation (EU) 2016/679 becomes part of the legal framework of the country to which the personal data is transferred. This is without prejudice to other obligations applying to the processing in question under Regulation (EU) 2016/679. Clause 17 Governing Law These Clauses shall be governed by the law of the EU Member State in which the data exporter is established. Where such law does not allow for third-party beneficiary rights, they shall be governed by the law of another EU Member State that does allow for third-party beneficiary rights. The Parties agree that this shall be the law of the Netherlands. Clause 18 Choice of Forum and Jurisdiction Any dispute arising from these Clauses shall be resolved by the courts of an EU Member State The Parties agree that those shall be the courts of the Netherlands. A data subject may also bring legal proceedings against the data exporter and/or data importer before the courts of the Member State in which he/she has his/her habitual residence. The Parties agree to submit themselves to the jurisdiction of such courts Appendix ANNEX I A. LIST OF PARTIES Data exporter(s): 1. Name: Address: Contact person’s name, position and contact details: Activities relevant to the data transferred under these Clauses: Signature and date: Role: Controller Data importer(s): 1. Name: KnowledgeOwl Address: 4845 Pearl East Cir Ste 118, PMB 30558, Boulder, CO 80301, United States Contact person’s name, position and contact details: Marybeth Alexander Tel.: +1 (303) 566-7131 Fax: +1 (303) 566-7131 e-mail: [email protected] Activities relevant to the data transferred under these Clauses: See Annex I.B Signature and date: Role: processor B. DESCRIPTION OF TRANSFER Categories of data subjects whose personal data is transferred Users of KnowledgeOwl Categories of personal data transferred Limited personal and technical data including name, email, IP address, and usage data are used by KnowledgeOwl in order to provide our services. Customers can enter other types of data in their knowledge base, but this data is not requested nor tracked by KnowledgeOwl. Sensitive data transferred (if applicable) and applied restrictions or safeguards that fully take into consideration the nature of the data and the risks involved, such as for instance strict purpose limitation, access restrictions (including access only for staff having followed specialised training), keeping a record of access to the data, restrictions for onward transfers or additional security measures. KnowledgeOwl does not collect sensitive, personal information. The frequency of the transfer (e.g. whether the data is transferred on a one-off or continuous basis). Continuous Nature of the processing The limited personal data listed above is processed in order to provide and improve KnowledgeOwl services. Any data voluntarily entered into customer knowledge bases is stored and presented by KnowledgeOwl in accordance with the customer's configuration, but otherwise not processed. Purpose(s) of the data transfer and further processing Personal data is processed for the purpose of providing and improving the KnowledgeOwl service. The period for which the personal data will be retained, or, if that is not possible, the criteria used to determine that period Personal data is retained in accordance with our Privacy Policy: https://support.knowledgeowl.com/help/privacy-policy For transfers to (sub-) processors, also specify subject matter, nature and duration of the processing A complete list of subprocessors and their purpose can be found at: https://support.knowledgeowl.com/help/list-of-sub-processors All subprocessors are used on a continuous basis for the purpose of providing the KnowledgeOwl service. C. COMPETENT SUPERVISORY AUTHORITY Identify the competent supervisory authority/ies in accordance with Clause 13 Location of the Data Exporter ANNEX II - TECHNICAL AND ORGANISATIONAL MEASURES INCLUDING TECHNICAL AND ORGANISATIONAL MEASURES TO ENSURE THE SECURITY OF THE DATA Description of the technical and organisational measures implemented by the data importer(s) (including any relevant certifications) to ensure an appropriate level of security, taking into account the nature, scope, context and purpose of the processing, and the risks for the rights and freedoms of natural persons. Information on technical and organizational data protection measures are outlined publicly at: Security, privacy, and compliance. ANNEX III – LIST OF SUB-PROCESSORS The controller has authorised the use of the following sub-processors: A complete list of subprocessors can be found at List of Sub-processors. Signature DATA EXPORTER (Controller) Name: Authorised Signature: DATA IMPORTER (Processor) Name: KnowledgeOwl Authorised Signature: Need a signature? If you'd like to electronically sign our DPA, please let us know by emailing [email protected]. Related articles GDPR Uptime Service Level Agreements API pagination and limiting results Privacy policy Updated Post-cancellation data deletion Was this article helpful? Thank you for your feedback! Copyright © 2015 – 2026 Silly Moose, LLC. All rights reserved. Powered by KnowledgeOwl knowledge base software.