New Subprocessor: Birdie.so (Support Video Recordings)

To provide faster and more effective technical support, Arbor has introduced Birdie.so as a subprocessor and will begin to use it from 18 May 2026. This tool allows our Support Team to share video guides with you and, when necessary, allows you to record your screen to demonstrate technical issues directly within your support tickets.

Data Privacy and Residency

We understand that the privacy and security of personal data are paramount for our schools and trusts.

• EEA Data Residency: In accordance with our Data Protection Compliance Guide, all data processed by Birdie on behalf of Arbor is stored within the European Economic Area (EEA).
• Contractual Compliance: We have entered into a written agreement with Birdie. This agreement imposes data protection obligations equivalent to those in Arbor’s primary contract with you, covering confidentiality, technical and organisational measures, assistance with data subject rights, and requirements regarding further sub-processing.

Security Controls and PII Protection

We have implemented specific security features to ensure that sensitive school data remains protected:

• Automatic PII Blurring: We have enabled security settings that automatically detect and blur Personally Identifiable Information (PII) before a video is shared. This ensures that sensitive student or staff data is not captured or stored within the video file.
• Encryption and Firewalls: All recordings are uploaded via SSL-encrypted connections and are stored behind a secure firewall.
• Restricted Access: We use high-entropy tokens for all incoming and outgoing recordings. Access is strictly limited to authorised Arbor Support agents. Other departments within Arbor cannot view these recordings unless they are explicitly granted access.
• Controlled Sharing: To maintain the highest security standards on birdie.so, videos shared by our agents are restricted to individual recipients. Each viewer must authenticate their identity by requesting a secure, one-time link via email before access is granted 

Data Retention and Usage

• 90-Day Deletion Policy: To adhere to the principle of data minimisation, Arbor retains Birdie videos for no longer than 90 days. After this period, videos are automatically and permanently deleted.
• Optional Feature: The use of Birdie is not mandatory. Staff are not required to use this feature to receive support, though it is recommended for complex troubleshooting.