Regulation (EU) 2023/2854 · Art. 26 & 28

Data Act register — Marta AI Service

Last updated AUG 04 2026 · Register version 1.0

How customers of the Marta AI Service switch provider, take their data with them, or have it erased — the procedures, deadlines, data categories, formats and interfaces the Data Act requires us to publish.

This register is updated on an ongoing basis. Previous versions are available on request.

The German version of this register prevails; this English version is a service translation. Deutsche Fassung →

Scope

This register provides the information required by Articles 26 and 28 of the Data Act on the switching and export procedures, the available data structures, data formats and interfaces, and the known technical limitations of the Marta AI Service. The contractual arrangements (in particular Service Schedule LS-5 together with the Master Agreement) govern the contractual relationship; in the event of any conflict, those arrangements prevail.

Service and provider

The Marta AI Service is an AI-powered IT support voice assistant provided as a SaaS data processing service within the meaning of the Data Act by JordanTech Solutions UG (haftungsbeschränkt).

Contact for this register: privacy@jordantech-solutions.net

Switching and export procedure (process and deadlines)

The five steps of the switching and export procedure, with the deadline that applies to each.
Step	Description	Deadline
Step01Request	DescriptionCustomer request in text form to the contractually authorised e-mail addresses for switching, data porting or erasure. Available options: (i) switching to another provider of data processing services (providing the necessary details of the destination provider), (ii) switching to the customer’s own ICT infrastructure (on-premises), including mere termination with data porting, (iii) termination with complete erasure of the customer’s exportable data and digital assets (Art. 25(3) Data Act).	DeadlineMaximum notice period: 2 months
Step02Transition period	DescriptionExecution of the switch with reasonable assistance, continued provision of the contractual services, clear information on known risks to continuity, and a high level of security during transfer and retrieval.	Deadline30 calendar days; the customer may extend once (Art. 25(5))
Step03Notification of technical unfeasibility	DescriptionReasoned notification in text form indicating an alternative transition period.	DeadlineWithin 14 working days of the switching request; alternative period no longer than 7 months (Art. 25(4))
Step04Data retrieval period	DescriptionRetrieval of the exportable data and digital assets after completion of the switch.	DeadlineAt least 30 calendar days
Step05Erasure	DescriptionComplete erasure of the exportable data and digital assets, including copies upon expiry of the documented backup cycles; statutory retention obligations remain unaffected.	DeadlineUpon expiry of the later-ending period (data retrieval or contractual transition period)

Charges: No switching charges are levied for the switching process. Assistance going beyond the statutory obligations owed free of charge may be commissioned separately as time-and-materials services.

Transferable data categories (exhaustive list, Art. 25(2)(e))

Every transferable data category, with its export format and export channel.
Data category	Format	Export channel
Data categoryContact records of the “remember” function	FormatJSON (UTF-8), alternatively CSV	Export channelExport API / self-service export
Data categoryUsage and consumption reports	FormatCSV, JSON	Export channelExport API / self-service export
Data categoryCustomer-related billing metadata	FormatCSV, JSON	Export channelExport API
Data categoryCall metadata	FormatJSON (UTF-8)	Export channelExport API
Data categoryTicket metadata	FormatJSON (UTF-8)	Export channelExport API; tickets created in Matrix42 remain directly in the customer’s system and require no export
Data categoryFeedback data from activated feedback skills	FormatJSON (UTF-8), alternatively CSV	Export channelExport API / self-service export
Data categoryIncident-analysis transcripts still existing at the time of switching	FormatJSON (UTF-8) or plain text (TXT)	Export channelExport API / secure file handover

No transferable digital assets exist beyond the data listed above and the contractually agreed exit documentation.

Data structures, data formats and interfaces

Formats: Export in commonly used, structured, machine-readable formats (JSON per RFC 8259 in UTF-8; tabular data additionally as CSV per RFC 4180). Field descriptions (data catalogues/schemas) are provided with the export or in advance on request.
Interfaces: (1) authenticated HTTPS export API (TLS 1.2+, token-based authentication), (2) self-service export for authorised customer administrators, (3) on request, secure file handover as an encrypted archive (e.g. via SFTP or an AES-256-encrypted container with separate key delivery).
Completeness and integrity: Every export includes a manifest with a table of contents, timestamp and checksums (SHA-256).

Exempted data categories (exhaustive list, Art. 25(2)(f))

Not exportable are the protected components of the Marta platform (source code, models, prompts, skill configurations) as well as exclusively such internal operational, telemetry and billing data as are specific to the internal functioning of the service and whose disclosure would jeopardise trade secrets of JordanTech Solutions UG or of third parties — in each case only to the extent that the exemption does not impede or delay the switch. Customer-related usage and billing metadata generated through use of the service remain exportable insofar as they do not disclose protected internal processes.

Known technical limitations

Incident-analysis transcripts are exported only insofar as they still exist at the time of switching (short retention after the purpose has been fulfilled).
Tickets created in Matrix42 already reside in the customer’s system; an export from Marta is neither required nor provided in that respect (the Marta-side ticket metadata are exported).
Raw telephony data of the carrier (Telnyx) are subject to the carrier’s procedures; Marta exports the call metadata held by JordanTech.
Very large exports may be split into several archives; completeness can be verified via the manifest (section 04).

Security during switching

Throughout the switching, transition and data retrieval periods we ensure a high level of security, in particular transport encryption (TLS 1.2+), access restricted to authenticated and authorised persons, logging of export operations and, on request, additional content encryption of the handover artefacts. Appropriate technical and organisational measures remain in place; details are governed by the data processing agreement (DPA).

Contact and requests

Customers should address switching, export and erasure requests in text form to the contractually authorised e-mail addresses.

General enquiries regarding this register.

privacy@jordantech-solutions.net

We confirm receipt of a switching request without undue delay in text form.

Change history of this register

Every published version of this register, with its date and what changed.
Version	Date	Change
Version1.0	Date4 August 2026	ChangeInitial publication (German and English)