Responello

Help & FAQ

Last updated: 25 October 2026

Do you provide a Data Processing Agreement (DPA / AVV)?

Yes. Our English Data Processing Agreement covers personal data we process on your behalf, including contact requests and notification delivery. It includes processing details, security measures and provider arrangements. Read it online, download a text copy or use Print / Save as PDF on the agreement page.

The agreement is part of our Terms of Service. You accept it together with the Terms when you create your account, so you do not need to sign anything; we record the accepted versions. If you need a personalised copy for your records, open Account, enter your organisation details and notification destinations and accept the personalised version. It remains downloadable in your account with a dated receipt, and a copy is sent by email. Our current subprocessors are listed on a separate page.

How can I get help?

For help getting started, read the setup guide. For account questions or anything else, email responello@matikus.com with a short description and the relevant page or order reference. If something is broken or you encounter an accessibility barrier, use “Report a problem” below.

Use anonymised examples and internal references. Please leave out passwords, API keys, payment details and other people’s personal data. We can investigate referenced records within Responello without you copying their contents into a message.

Report a problemSomething isn’t working? Tell us what happened. No sign-in needed.

Something not working as expected? Tell us what happened. You do not need an account, and only one field is required.

If you are signed in, you can keep using Responello while we look into it. Trouble signing in? Use this form or reset your password. Sign in Reset password

Please do not include passwords, payment details or other people’s personal data. We store your report to investigate it and may summarise it automatically to sort it. Reports are removed six months after closure. Deleted copies may remain in recovery storage for up to 30 additional days. Privacy Policy

Optional, for example “share my out-of-office page”.

Required. Describe what you saw, including any error message.

Optional. The steps you took, one per line.

Optional.

How much does this affect you?

Optional. Only if you would like us to get back to you about this report.

How can I request access, export or deletion?

Your account includes export and deletion controls. For additional privacy requests or help with data processed for a customer, contact us by email. If you submitted a contact request through someone else’s button, the sender who provided it is normally your first contact for their use of your information; we can help route a request.

Where can I cancel, withdraw or make a complaint?

Cancel your subscription from Billing in your account, or without signing in to Responello through the Creem order portal. Access the portal using the email address of your purchase. Creem sells Responello subscriptions, so withdrawal, cancellation and refunds are handled by Creem; email support@creem.io and copy responello@matikus.com if you need help. Consumer withdrawal information and a model withdrawal notice are in our Terms. You can raise service complaints with us and use the official Portuguese complaints book or competent dispute-resolution and supervisory bodies. You do not have to contact us before approaching an authority.