This page contains the privacy policy for the digital support system NTNU Hjelp (NTNU Help)

The privacy policy was last updated: 18.03.2026

Norsk versjon - Personvernerklæring

About NTNU Help

Read more about NTNU Help.

What is considered personal data?

Read more about personal data.

Purpose

The purpose of processing personal data in NTNU Help is to enable you to manage your support inquiries (“cases”) at the Norwegian University of Science and Technology (NTNU).

NTNU processes personal data in NTNU Help in order to:

• receive, handle, and respond to inquiries from students, employees, and external users
• provide support related to IT, administrative services, and study‑related questions
• ensure proper case follow-up, history, and quality in service delivery
• improve our services through anonymized statistics and analysis
• fulfill NTNU’s statutory obligations related to service provision, operations, and documentation

Legal Basis

Processing is authorized under the Norwegian Universities and University Colleges Act(Universitets‑ og høyskoleloven).

Processing is also necessary for NTNU to fulfill its contractual obligations with students and employees. Some types of processing—such as approval of course registrations and exam registrations—constitute the exercise of public authority.

The processing is based on the following provisions of the General Data Protection Regulation (GDPR):

• GDPR Article 6(1)(e) – task carried out in the public interest (education, research, and service delivery)
• GDPR Article 6(1)(b) – necessary for the performance of a contract (students and employees)
• GDPR Article 6(1)(a) – consent (applies to voluntary information not required for service delivery)

For any special category personal data, relevant exemptions under GDPR Article 9 apply.

Which personal data is processed in NTNU Help?

NTNU asks that you do not submit sensitive personal data in NTNU Help. If such data should be submitted, it will be handled according to applicable regulations.

The following categories of personal data may be processed:

• profile information (name, contact details, and information about your affiliation with NTNU)
• text and attachments you submit
• data on actions you perform in NTNU Help
• case numbers and timestamps
• log data related to service usage (activity related to case handling)
• your IP address (for documentation of your registrations)

Personal data may originate from:

1. You, through NTNU Help or emails you send that are stored in NTNU Help
2. Case handlers at NTNU
3. If you have an NTNU user account, we retrieve your username, full name, display name, email address, organizational unit, office location, private email address, and mobile number from NTNU’s identity and access management systems (e.g., Feide and Azure AD)

It is voluntary for external users to register personal data, but without such data NTNU may not be able to process your inquiry.

Information related to your employment or studies may also be registered when necessary, such as your background, course and exam registrations, study location, employment details, applications for approval, and any documents you upload.

Where your personal data is stored

NTNU Help uses the system TOPdesk, provided by TOPdesk Danmark A/S.
Supplier information: https://www.topdesk.com/en/contact/

TOPdesk for NTNU is operated as a SaaS solution on TOPdesk’s cloud platform.

All data is stored in data centers within the EEA, in accordance with a data processing agreement between NTNU and TOPdesk.

TOPdesk only has access to personal data when necessary for providing technical support, and always under NTNU’s instructions.

Who has access to your personal data?

Personal data is shared only with:

• NTNU case handlers who require it to perform their work tasks
• Relevant professional units as needed (IT, HR, study administration, property management, finance, etc.)
• TOPdesk (the system provider), when technical assistance requires it and under the data processing agreement

Data is not disclosed to other entities or third parties unless NTNU has a legal basis for doing so.

How long is your personal data stored?

Information about your activity is stored in order to provide you with support and to analyze general service usage.

Cases are stored as long as necessary for follow‑up, and in accordance with NTNU’s archiving routines and legal requirements.

Note: Some types of cases may be subject to archiving requirements under the Norwegian Archives Act(arkivloven).

Information that NTNU is legally required to retain (e.g., for accounting obligations) will not be deleted.

If you request deletion, the request will be assessed on a case‑by‑case basis in accordance with applicable law and NTNU’s documentation obligations.

Read more about your rights to erasure.

https://i.ntnu.no/wiki/-/wiki/English/NTNU+-+privacy+policy#section-NTNU+-+privacy+policy-Right+to+erasure

Security of your personal data

NTNU regularly performs risk and vulnerability assessments to protect personal data in NTNU Help. Security measures, such as access controls, are implemented to ensure that only personnel with a valid need have access to your data.

The system is logged for security and audit purposes.

Your rights

You have rights under GDPR regarding access, rectification, deletion, restriction, and more.

Contact

Data Controller

The Norwegian University of Science and Technology (NTNU) is the data controller for personal data processed in NTNU Help, pursuant to GDPR Article 4(7).

To exercise your rights, contact NTNU through the “Access to processing” page (available only in Norwegian). Your inquiry will be handled without undue delay and no later than 30 days.

NTNU’s Data Protection Guidelines

See NTNU’s guidelines for processing personal data.

Data Protection Officer (DPO)

NTNU has a Data Protection Officer responsible for safeguarding the privacy interests of students and employees.
Email: personvernombud@ntnu.no

Service Provider

NTNU IT manages and develops the service on behalf of the data controller.
The core NTNU Help team can be reached via the Orakel Support Service.