The Company considers “Personal Information” to include information that alone or when in combination with other information may be used to readily identify or contact you, such as: name, address, email address, or phone number. We do not consider Personal Information to include information that has been anonymized so that it does not allow a third party to easily identify a specific individual.
Use and Acceptance
What information do We Collect?
Browser Information and Usage Information. We log web browser (defined in the definitions section below) information, such as Internet Protocol addresses and browser types, and other usage information, such as page view tallies, time spent on each page, geographic location information, page browsing information and operating system information, from Customers’ websites. If you are using a mobile or other device to visit a Customer’s website, we may collect hardware information related to the device used by you.
Your browser may be set to limit or prevent any of the browser information described above from being transmitted. If so, certain communication tools and other features and functions offered by the Customer on its website may not be available to you.
Information requested by the Customer. Depending on the Online Services subscribed to by the Customer, the Company may, on behalf of the Customer, provide feedback and run reports related to your browsing, purchasing and online behavior and activities. The Customer may provide data to the Company (including data related to visitors to the Customer’s website) in order for the Company to combine such data with the Company’s data for purposes of analyzing such combined data and providing feedback and running reports related to such combined data on behalf of the Customer. The Company maintains records of all such analyses, feedback and reports for as long as we believe is necessary or desirable to fulfill Our business purposes or to comply with applicable law, audit requirements, regulatory requests or orders from competent courts.
How does the Company Use and Disclose Information it Collects?
Surveys and Recordings. The Company’s Chat Partner may access and use Surveys for purposes of performing or delivering a service to a Customer, providing maintenance or support services for a Customer or a User, for training and quality assurance purposes and/or for purposes of improving the Online Services. Third-party service providers retained by the Company to perform agent or operator services or other services on behalf of a Customer and/or on behalf of the Chat Partner may also have access to Surveys for purposes of performing or delivering the Online Services to Customers, providing maintenance or support services for Customers or Users and/or for training and quality assurance purposes.
Customers have access to the Surveys that they conducted with their Users. Such Customers may download, copy and use such Surveys. The Company has no control over the privacy practices of any Customer or the Chat Partner. Users are encouraged to review the privacy practices of the Chat Partner and any Customers that they interact with.
Browser Information and Cookies. The Company uses browser information, cookies and pixel tags to determine whether a co-browse, voice or video button or other communication service should be deployed on the User’s browser (in order to allow the Customer to offer assistance or offers to the User or otherwise engage with the User). The Company may also use browser information, cookies and pixel tags on its own behalf and/or on behalf of a Customer to recognize whether a User is a return visitor, to help the Company improve our product and service offerings, for quality assurance and training purposes, for purposes of performing data analysis and running reports, to help diagnose problems with its servers, to gather broad demographic information, to administer and optimize its services, to deliver marketing or other materials to the Users on behalf of Customers, and for other lawful purposes.
Aggregate Information. The Company may aggregate information so that it is not Personal Information, and we may use and share such aggregated information for training and quality assurance purposes, for purposes of delivering services to the Customers, for purposes of improving our services and for other lawful purposes.
The Customers may contract with third parties to provide services that connect to or leverage the Online Services. As noted below, the Company is not responsible for the privacy practices of any Customer or any third party.
The Company uses third party data facilities, web and data analytics providers, and other third party service providers to perform services related to the Online Services that are routinely handled by such providers. Such providers may store and, if applicable, process Personal Information and other information in keeping with the service that they provide.
Special Notice to Users and Customers Located in Countries other than the United States.
If you are visiting from the European Union or other regions with laws governing data collection and use that may differ from U.S. law, including those whose privacy laws may be more restrictive than U.S. law, please note that you may be transferring your personal data to the United States to the Company, or to other countries in which we and our contractors or service providers maintain facilities. By providing your personal data you consent to any such transfer that may occur. Notwithstanding the foregoing, in the event a Customer’s account is based in the United Kingdom or the European Union, the chat and co-browse session data generated by such Customer’s Users of our Online Services will remain in facilities located in the United Kingdom or the European Union.
We adhere to the principles of the EU-US Privacy Shield Framework regarding the collection, use and retention of personal information transferred from the European Union to the United States and have certified our compliance with the U.S. Department of Commerce. You can view a description of how we comply with the Privacy Shield Principles in our Notice of Certification under the EU-U.S. Privacy Shield Framework located here
To learn more about the Privacy Shield program and to view our certification, visit the U.S. Department of Commerce’s Privacy Shield website at www.privacyshield.gov
How Does the Company Protect Your Information?
Security. Data transmissions over the Internet cannot be guaranteed to be fully and absolutely secure. Our website and the Online Services have security measures in place designed to protect against the loss, misuse and alteration of the information under our control. The Company and/or the Chat Partner may offer encryption functionality and data masking (defined in the definitions section below) to Customers. Users should review the privacy practices of the Customer and the Chat Partner to understand the security measures used by them.
Additional Terms that may Apply to your Information
Choice Regarding Personal Information. If a User elects to engage in any communication session or other engagement session using the Online Services, it is up to the User to decide what, if any, information to provide during such session. Depending on the User’s request or the means of communication or engagement it may not be possible for the Company or a Customer to communicate with the User or engage with the User or address all of the User’s questions without providing some information. Nevertheless, if the User does not wish to furnish certain information, then the User should not do so.
Children under the Age of 13
If it comes to our attention that we have collected Personal Information from a child under age 13 without verification of parental consent, we will delete that information as quickly as possible. If you believe that we might have any information from or about a child under the age of 13, please contact us.
California Privacy Rights
Under California’s “Shine the Light” law, California residents who provide “personal information” (as defined in the law) in obtaining products or services for personal, family or household use are entitled to request and obtain from us once a calendar year information about the personal information we shared, if any, with other businesses for their direct marketing uses. If applicable, this information would include the categories of personal information and the names and addresses of those businesses with which we shared such personal information for the immediately prior calendar year (e.g. requests made in 2015 will receive information about 2014). To obtain this information please write to us at the address listed below in the Contact Us section. Please include your full name and address.
Data masking is the process of obscuring (masking) specific data elements within a communication or storage device. Once data is masked the masking cannot be reversed.
Encryption is the process of transforming information into unreadable text so that it is only legible to those possessing an encryption key. The process of making encrypted information readable again is referred to as decryption.
Pixel tags are small graphic images that are embedded in a web page or email for purposes of tracking activity on web pages or whether a user has opened or accessed an email. A pixel tag may be set to identify on what browser and computer it was viewed, whether that browser has cookies received from a server associated with the pixel tag, and whether the web page or email with the pixel tag was forwarded or copied.
Web browser is a software program that allows a User to access, retrieve and view information on the World Wide Web. Examples of browsers include Internet Explorer, FireFox, Google Chrome and Safari.
Last Modified 2018-01-15 Rob Hill (Information Security Officer)
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