Ketch for DSAR
Customer Care Training
Browse
Copyright 2024, Arlo Technologies Inc. All Rights Reserved.
Ketch Workflow
The Ketch Tool
The New Privacy Center
Manual Requests
Request Tracking
Right to Deletion Sample Workflow
Report Regeneration
01
The New Privacy Center
The New Privacy Center
OLD WAY
NEW WAY
+ info
The New Privacy Center
The Request Form
The customer selects their request type from the Privacy Center. Then, they will be directed to a request form on the next page.
Important Things to Note:
- In the "I am a (an)" field, only requests from Customers and Authorized Agents will be routed to the Customer Care Team.
- The customer will need to enter an serial number to proceed.
- The form will accept any SN (even a placeholder), but it must be filled in to submit.
Once submitted, customers can submit another request or exit the page.
02
The Ketch Tool
The Ketch Tool
What is Ketch?
As privacy regulations evolve, managing Data Subject Access Requests (DSARs) efficiently and securely is more important than ever. To support compliance and streamline privacy operations, we are moving to Ketch.
- Ketch is a data privacy platform designed for automation, scalability, and ease of use.
- Ketch will serve as Arlo’s central platform for receiving, tracking, and fulfilling DSARs.
- Ketch will reduce manual workload, improve response times, and enhance compliance
The Ketch Tool
Logging in to Ketch
The Ketch Tool
Accessing Requests via Ketch
To access customer requests in Ketch, navigate to the left-hand panel of the dashboard.From there, click on Consent & Rights to expand the menu options.
Then, select Rights to open the section where all incoming requests are listed and can be reviewed or managed.
03
KetchWorkflow
Ketch Workflow
Request to Delete Workflow
Ketch Workflow
Request to Delete - Expert's View
What happens when a...
Customer submits a request
Customer clicks the
verification link
Customer does not verify the
request within 7 days
Ketch Workflow
Request to Delete - Customer's View
Once a customer submits a request, they will automatically receive an email with a verification link. Once they click the link, they will be routed to a page that would ask them to verify their identify.
04
Right to DeletionSample Workflow
Right to Deletion Sample Workflow
The Overview Tab
This is the Overview tab of a DSAR request, showing the information the customer provided in the privacy form online.It gives a summary of the request details to help teams quickly assess and begin processing the inquiry.
Right to Deletion Sample Workflow
The Workflow Tab
The Workflow tab shows all the activities involved in handling a specific request. It’s a timeline that helps track what’s been done and what still needs to happen.
What You’ll See:
- A step-by-step view of the request process
- The owner of the task
- Status updates
- Any actions taken or still required
Right to Deletion Sample Workflow
Decision Gateway
The Decision Gateway page is where you make the key decision on whether to honor or deny the request. Based on your review of the request details and the customer’s account, you decide the appropriate next step.
When approving or denying the request, follow our current process.
The decision depends on factors such as:
- Whether the customer is eligible for data deletion
- If there are any ongoing holds, refunds, or any other reasons based on the current process to not fulfill the request
- Whether the customer’s information can be properly verified
Right to Deletion Sample Workflow
Completing Tasks
Compared to the first workflow screenshot, you’ll notice the Decision Gateway entry, which was previously marked as In Progress, now shows as Completed.
Right to Deletion Sample Workflow
Completing Tasks
Once the decision is resolved, a new step appears in the
workflow. This step involves the video donations that need to
be reviewed by the R&D Team.
Right to Deletion Sample Workflow
The Happy Path
05
ManualRequest
Manual Requests
How to Create Requests in Ketch
Manual Requests
How to Create Requests in Ketch
06
RequestTracking
Request Tracking
How to Track Requests – CX View
Request Tracking
How to Track Requests – CX View
Request Tracking
The Subject Chat Tab
CCA's View
Customer's View
Request Tracking
How to Track Requests – CX View
07
ReportGeneration
Request Tracking
How to Track Requests – CX View
Ketch minimizes the need for manual
tracking by providing built-in reporting
tools.
By navigating to Reports > Rights, you can
view a complete list of all DSAR requests
received, along with their types (e.g.,
access, deletion, correction).
This centralized view makes it easy to
monitor request volume, track statuses, and
ensure compliance without maintaining
separate spreadsheets or trackers.
Protect Your Everything
Copyright 2024. Arlo Technologies. All Rights Reserved.
This page provides key information about each request submitted by a customer, including:
- Request Status: If the request is still in progress, it will be labeled "On Track".
- Current Activity: Shows where the request is in the processing flow (e.g., verification, decision).
- Date Submitted: Indicates when the request was received.
- Days left to complete: This is set by legal and will depend on the type of request.
Note: If a customer submits multiple requests using the same email address, the system will allow it. However, if an earlier request tied to that email is still open, the new one will be flagged as a duplicate.
To select a decision, click the corresponding radio button, then click Resolve. Based on your selection, an automated email will be triggered and sent to the customer and a new entry will be added to the workflow.
If the customer does not verify the request within seven (7) days, Ketch will automatically send them a follow-up email stating that their request has been rejected due to inactivity.
Once a customer submits a request, they will automatically receive an email with a verification link. This email is managed through Ketch and does not need to be updated.
After the customer clicks the
verification link, a notification will be sent to the privacy mailbox to inform us that the request has been verified and is ready for processing.
Customers can always track the status of their privacy requests on their end. From the Privacy Center, they simply click View My Requests. On the next page, they’ll be asked to enter the email address associated with the request.
After submitting their email, Ketch will generate a link and send it to their inbox. The customer must click the link in the email to access the Privacy Portal, where they’ll be taken directly to their request.
From there, they can:
- View the status and details of their request
- Download files shared by the CCAs
- Communicate directly with the team via the chat box
To Manually create a request:
1. Click the Create Request button found at the top-right corner of the Rights page.
2. In the request creation form, enter the following details:
- Jurisdiction: The customer’s location
- Request Type: Deletion, Access, Correction, etc.
- Subject Type: Customer
- Customer Information: Name, email, and device SN.
3. Click Save to log the request.
4. The request will now appear in the Rights page and follow the same review and resolution process as if it had been submitted via the form.
5. The request will be tagged as Manual Invocation
As we launch our new Shopify store, we’re also making updates to our Privacy Center to make it easier for customers to manage their data.
The Request Types in the new Privacy Center will be based on the customer’s IP address.
This means that available options will vary based on their location.
However, for compliance purposes, we still need to provide an alternative contact method. So, in addition to the request form, the page will also inform customers that they can email us via the privacy mailbox.
Key Notes:
- If the assignee shows Automated, it means the step was completed from the customer’s end.
- If the assignee shows your SSO email, that means you need to take action.
- If the assignee is you and the status is In Progress, click View to go directly to the Decision Gateway page where an action is required.
Ketch for DSAR
Arlo
Created on September 29, 2025
Start designing with a free template
Discover more than 1500 professional designs like these:
View
Basic Interactive Microsite
View
Beauty catalog mobile
View
3D Corporate Reporting
View
Higher Education Microsite
View
Basic Shapes Microsite
View
Microsite Vibrant Travel Guide
View
Tourism Guide Microsite
Explore all templates
Transcript
Ketch for DSAR
Customer Care Training
Browse
Copyright 2024, Arlo Technologies Inc. All Rights Reserved.
Ketch Workflow
The Ketch Tool
The New Privacy Center
Manual Requests
Request Tracking
Right to Deletion Sample Workflow
Report Regeneration
01
The New Privacy Center
The New Privacy Center
OLD WAY
NEW WAY
+ info
The New Privacy Center
The Request Form
The customer selects their request type from the Privacy Center. Then, they will be directed to a request form on the next page.
Important Things to Note:
Once submitted, customers can submit another request or exit the page.
02
The Ketch Tool
The Ketch Tool
What is Ketch?
As privacy regulations evolve, managing Data Subject Access Requests (DSARs) efficiently and securely is more important than ever. To support compliance and streamline privacy operations, we are moving to Ketch.
The Ketch Tool
Logging in to Ketch
The Ketch Tool
Accessing Requests via Ketch
To access customer requests in Ketch, navigate to the left-hand panel of the dashboard.From there, click on Consent & Rights to expand the menu options. Then, select Rights to open the section where all incoming requests are listed and can be reviewed or managed.
03
KetchWorkflow
Ketch Workflow
Request to Delete Workflow
Ketch Workflow
Request to Delete - Expert's View
What happens when a...
Customer submits a request
Customer clicks the verification link
Customer does not verify the request within 7 days
Ketch Workflow
Request to Delete - Customer's View
Once a customer submits a request, they will automatically receive an email with a verification link. Once they click the link, they will be routed to a page that would ask them to verify their identify.
04
Right to DeletionSample Workflow
Right to Deletion Sample Workflow
The Overview Tab
This is the Overview tab of a DSAR request, showing the information the customer provided in the privacy form online.It gives a summary of the request details to help teams quickly assess and begin processing the inquiry.
Right to Deletion Sample Workflow
The Workflow Tab
The Workflow tab shows all the activities involved in handling a specific request. It’s a timeline that helps track what’s been done and what still needs to happen.
What You’ll See:
Right to Deletion Sample Workflow
Decision Gateway
The Decision Gateway page is where you make the key decision on whether to honor or deny the request. Based on your review of the request details and the customer’s account, you decide the appropriate next step.
When approving or denying the request, follow our current process.
The decision depends on factors such as:
Right to Deletion Sample Workflow
Completing Tasks
Compared to the first workflow screenshot, you’ll notice the Decision Gateway entry, which was previously marked as In Progress, now shows as Completed.
Right to Deletion Sample Workflow
Completing Tasks
Once the decision is resolved, a new step appears in the workflow. This step involves the video donations that need to be reviewed by the R&D Team.
Right to Deletion Sample Workflow
The Happy Path
05
ManualRequest
Manual Requests
How to Create Requests in Ketch
Manual Requests
How to Create Requests in Ketch
06
RequestTracking
Request Tracking
How to Track Requests – CX View
Request Tracking
How to Track Requests – CX View
Request Tracking
The Subject Chat Tab
CCA's View
Customer's View
Request Tracking
How to Track Requests – CX View
07
ReportGeneration
Request Tracking
How to Track Requests – CX View
Ketch minimizes the need for manual tracking by providing built-in reporting tools.
By navigating to Reports > Rights, you can view a complete list of all DSAR requests received, along with their types (e.g., access, deletion, correction).
This centralized view makes it easy to monitor request volume, track statuses, and ensure compliance without maintaining separate spreadsheets or trackers.
Protect Your Everything
Copyright 2024. Arlo Technologies. All Rights Reserved.
This page provides key information about each request submitted by a customer, including:
Note: If a customer submits multiple requests using the same email address, the system will allow it. However, if an earlier request tied to that email is still open, the new one will be flagged as a duplicate.
To select a decision, click the corresponding radio button, then click Resolve. Based on your selection, an automated email will be triggered and sent to the customer and a new entry will be added to the workflow.
If the customer does not verify the request within seven (7) days, Ketch will automatically send them a follow-up email stating that their request has been rejected due to inactivity.
Once a customer submits a request, they will automatically receive an email with a verification link. This email is managed through Ketch and does not need to be updated.
After the customer clicks the verification link, a notification will be sent to the privacy mailbox to inform us that the request has been verified and is ready for processing.
Customers can always track the status of their privacy requests on their end. From the Privacy Center, they simply click View My Requests. On the next page, they’ll be asked to enter the email address associated with the request.
After submitting their email, Ketch will generate a link and send it to their inbox. The customer must click the link in the email to access the Privacy Portal, where they’ll be taken directly to their request.
From there, they can:
To Manually create a request:
1. Click the Create Request button found at the top-right corner of the Rights page.
2. In the request creation form, enter the following details:
3. Click Save to log the request.
4. The request will now appear in the Rights page and follow the same review and resolution process as if it had been submitted via the form.
5. The request will be tagged as Manual Invocation
As we launch our new Shopify store, we’re also making updates to our Privacy Center to make it easier for customers to manage their data.
The Request Types in the new Privacy Center will be based on the customer’s IP address. This means that available options will vary based on their location. However, for compliance purposes, we still need to provide an alternative contact method. So, in addition to the request form, the page will also inform customers that they can email us via the privacy mailbox.
Key Notes: