Snapshot 150275
Normalized text
Scripts and page chrome removed; this is what change detection compares.
Privacy Policy Last updated September 6, 2022 Last reviewed July 28, 2026 At SupportLogic, we take your privacy seriously. Please read this Privacy Policy to learn how we treat your personal data. By using or accessing our Services in any manner, you acknowledge that you accept the practices and policies outlined below, and you hereby consent that we will collect, use and share your information as described in this Privacy Policy. Remember that your use of SupportLogic services is at all times subject to our Master Services Agreement at SupportLogic MSA, which incorporates this Privacy Policy. Any terms we use in this Policy without defining them have the definitions given to them in the SupportLogic MSA. You may print a copy of this Privacy Policy by clicking below. Download This Document Privacy Policy Table of Contents What this Privacy Policy Covers Personal Data Categories of Personal Data We Collect Categories of Sources of Personal Data Our Commercial or Business Purposes for Collecting Personal Data How We Share Your Personal Data Tracking Tools, Advertising and Opt-Out Data Security and Retention Personal Data of Children Your Rights Personal Data of Children California Resident Rights Other State Law Privacy Rights Changes to this Privacy Policy Contact Information What This Privacy Policy Covers This Privacy Policy covers how we treat Personal Data that we gather when you access or use our Services. “Personal Data” means any information that identifies or relates to a particular individual and also includes information referred to as “personally identifiable information” or “personal information” under applicable data privacy laws, rules or regulations. Please note that we may process Personal Data of our customers’ end users, employees, or contractors in connection with our provision of certain services to our customers. If we are processing your Personal Data as a service provider or a processor, you should contact the entity that collected your Personal Data in the first instance to address your rights with respect to such data. Under privacy laws, “controllers” determine how and why to process personal data, and may also be called “businesses,” and “processors” process personal data at the instruction of the controller with which they contract, and may also be called “service providers.” This Privacy Policy does not cover the practices of companies we don’t own or control or people we don’t manage. Personal Data Categories of Personal Data We Collect Category of Personal Data Examples of Personal Data We Collect Categories of Third Parties with Whom We Share this Personal Data Profile of Contact Data · First and last name · Email · Phone number · Unique identifiers such as passwords · Service Providers · Advertising Partners · Analytics Partners Device/IP Data · IP address · Device ID · Domain server · Type of device/operating system/browser used to access the Services · Service Providers · Advertising Partners · Analytics Partners Web Analytics · Web page interactions · Referring webpage/source through which you accessed the Services · Statistics associated with the interaction between device or browser and the Services · Service Providers · Advertising Partners · Analytics Partners Social Network Data · Email · Phone number · Username · IP address · Device ID · Service Providers Geolocation Data · IP address-based location information · Service Providers · Advertising Partners · Analytics Services Other Identifying Information that You Voluntarily Choose to Provide · Identifying information in emails or letters · Service Providers This chart details the categories of Personal Data that we collect and have collected over the past 12 months. Categories of Sources of Personal Data We collect Personal Data about you from the following categories of sources: You When you provide such information directly to us. When you create an account or use our interactive tools and Services. When you voluntarily provide information in free-form text boxes through the Services or through responses to surveys or questionnaires. When you send us an email or otherwise contact us. When you use the Services and such information is collected automatically. Through Cookies (defined in the “Tracking Tools, Advertising and Opt-Out” section below). If you use a location-enabled browser, we may receive information about your location. Third Parties Vendors We may use analytics providers to analyze how you interact and engage with the Services, or third parties may help us provide you with customer support. We may use vendors to obtain information to generate leads and create user profiles. Advertising Partners: We receive information about you from some of our vendors who assist us with marketing or promotional services related to how you interact with our websites, applications, products, Services, advertisements or communications. Our Commercial or Business Purposes for Collecting Personal Data Providing, Customizing and Improving the Services Creating and managing your account or other user profiles. Processing orders or other transactions; billing. Providing you with the products, services or information you request. Meeting or fulfilling the reason you provided the information to us. Providing support and assistance for the Services. Improving the Services, including testing, research, internal analytics and product development. Personalizing the Services, website content and communications based on your preferences. Doing fraud protection, security and debugging. Carrying out other business purposes stated when collecting your Personal Data or as otherwise set forth in applicable data privacy laws, such as the California Consumer Privacy Act (the “CCPA”). Marketing the Services Marketing and selling the Services. Showing you advertisements, including interest-based or online behavioral advertising. Corresponding with You Responding to correspondence that we receive from you, contacting you when necessary or requested, and sending you information about SupportLogic or the Services. Sending emails and other communications according to your preferences or that display content that we think will interest you. Meeting Legal Requirements and Enforcing Legal Terms Fulfilling our legal obligations under applicable law, regulation, court order or other legal process, such as preventing, detecting and investigating security incidents and potentially illegal or prohibited activities. Protecting the rights, property or safety of you, SupportLogic or another party. Enforcing any agreements with you. Responding to claims that any posting or other content violates third-party rights. Resolving disputes. We will not collect additional categories of Personal Data or use the Personal Data we collected for materially different, unrelated or incompatible purposes without providing you notice. How We Share Your Personal Data We disclose your Personal Data to the categories of service providers and other parties listed in this section. Depending on state laws that may be applicable to you, some of these disclosures may constitute a “sale” of your Personal Data. For more information, please refer to the state-specific sections below. Service Providers. These parties help us provide the Services or perform business functions on our behalf. They include: Hosting, technology and communication providers. Analytics providers Advertising Partners. These parties help us market our services and provide you with other offers that may be of interest to you. They include ad networks. Analytics Partners. These parties provide analytics on web traffic or usage of the Services. They include: Companies that track how users found or were referred to the Services. Companies that track how users interact with the Services. Legal Obligations We may share any Personal Data that we collect with third parties in conjunction with any of the activities set forth under “Meeting Legal Requirements and Enforcing Legal Terms” in the “Our Commercial or Business Purposes for Collecting Personal Data” section above. Business Transfers All of your Personal Data that we collect may be transferred to a third party if we undergo a merger, acquisition, bankruptcy or other transaction in which that third party assumes control of our business (in whole or in part). Should one of these events occur, we will make reasonable efforts to notify you before your information becomes subject to different privacy and security policies and practices. Data that is Not Personal Data We may create aggregated, de-identified or anonymized data from the Personal Data we collect, including by removing information that makes the data personally identifiable to a particular user. We may use such aggregated, de-identified or anonymized data and share it with third parties for our lawful business purposes, including to analyze, build and improve the Services and promote our business, provided that we will not share such data in a manner that could identify you. Tracking Tools, Advertising, and Opt-Out The Services use cookies and similar technologies such as pixel tags, web beacons, clear GIFs and JavaScript (collectively, “Cookies”) to enable our servers to recognize your web browser, tell us how and when you visit and use our Services, analyze trends, learn about our user base and operate and improve our Services. Cookies are small pieces of data– usually text files – placed on your computer, tablet, phone or similar device when you use that device to access our Services. We may also supplement the information we collect from you with information received from third parties, including third parties that have placed their own Cookies on your device(s). Please note that because of our use of Cookies, the Services do not support “Do Not Track” requests sent from a browser at this time. We use the following types of Cookies: Essential Cookies. Essential Cookies are required for providing you with features or services that you have requested. For example, certain Cookies enable you to log into secure areas of our Services. Disabling these Cookies may make certain features and services unavailable. Functional Cookies. Functional Cookies are used to record your choices and settings regarding our Services, maintain your preferences over time and recognize you when you return to our Services. These Cookies help us to personalize our content for you, greet you by name and remember your preferences (for example, your choice of language or region). Performance/Analytical Cookies. Performance/Analytical Cookies allow us to understand how visitors use our Services. They do this by collecting information about the number of visitors to the Services, what pages visitors view on our Services and how long visitors are viewing pages on the Services. Performance/Analytical Cookies also help us measure the performance of our advertising campaigns in order to help us improve our campaigns and the Services’ content for those who engage with our advertising. For example, Google LLC (“Google”) uses cookies in connection with its Google Analytics services. Google’s ability to use and share information collected by Google Analytics about your visits to the Services is subject to the Google Analytics Terms of Use and the Google Privacy Policy. You have the option to opt-out of Google’s use of Cookies by visiting the Google advertising opt-out page at www.google.com/privacy_ads.html or the Google Analytics Opt-out Browser Add-on at https://tools.google.com/dlpage/gaoptout/. Retargeting/Advertising Cookies. Retargeting/Advertising Cookies collect data about your online activity and identify your interests so that we can provide advertising that we believe is relevant to you. For more information about this, please see the section below titled “Information about Interest-Based Advertisements.” For example, we use Retargeting/Advertising Cookies from Google and LinkedIn. You can decide whether or not to accept Cookies. Most browsers have an option for turning off the Cookie feature, which will prevent your browser from accepting new Cookies, as well as (depending on the sophistication of your browser software) allow you to decide on acceptance of each new Cookie in a variety of ways. You can also delete all Cookies that are already on your device. If you do this, however, you may have to manually adjust some preferences every time you visit our website and some of the Services and functionalities may not work. To explore what Cookie settings are available to you, look in the “preferences” or “options” section of your browser’s menu. To find out more information about Cookies, including information about how to manage and delete Cookies, please visit http://www.allaboutcookies.org/. Cookies Used on this Site Essential Essential cookies enable basic functions and are necessary for the proper function of the website. Name Description Duration wpconsent_preferences This cookie is used to store the user's cookie consent preferences. 30 days Google Tag Manager Google Tag Manager simplifies the management of marketing tags on your website without code changes. Learn more Name Description Duration cookiePreferences Registers cookie preferences of a user 2 years td Registers statistical data on users' behaviour on the website. Used for internal analytics by the website operator. session Recaptcha Google reCAPTCHA helps protect websites from spam and abuse by verifying user interactions through challenges. Name Description Duration _GRECAPTCHA Google reCAPTCHA sets a necessary cookie (_GRECAPTCHA) when executed for the purpose of providing its risk analysis. 179 days Statistics Statistics cookies collect information anonymously. This information helps us understand how visitors use our website. Google Analytics Google Analytics is a powerful tool that tracks and analyzes website traffic for informed marketing decisions. Learn more Name Description Duration _gac_ Contains information related to marketing campaigns of the user. These are shared with Google AdWords / Google Ads when the Google Ads and Google Analytics accounts are linked together. 90 days __utma ID used to identify users and sessions 2 years after last activity __utmt Used to monitor number of Google Analytics server requests 10 minutes __utmb Used to distinguish new sessions and visits. This cookie is set when the GA.js javascript library is loaded and there is no existing __utmb cookie. The cookie is updated every time data is sent to the Google Analytics server. 30 minutes after last activity __utmc Used only with old Urchin versions of Google Analytics and not with GA.js. Was used to distinguish between new sessions and visits at the end of a session. End of session (browser) __utmz Contains information about the traffic source or campaign that directed user to the website. The cookie is set when the GA.js javascript is loaded and updated when data is sent to the Google Anaytics server 6 months after last activity __utmv Contains custom information set by the web developer via the _setCustomVar method in Google Analytics. This cookie is updated every time new data is sent to the Google Analytics server. 2 years after last activity __utmx Used to determine whether a user is included in an A / B or Multivariate test. 18 months _ga ID used to identify users 2 years _gali Used by Google Analytics to determine which links on a page are being clicked 30 seconds _ga_ ID used to identify users 2 years _gid ID used to identify users for 24 hours after last activity 24 hours _gat Used to monitor number of Google Analytics server requests when using Google Tag Manager 1 minute Marketing Marketing cookies are used to follow visitors to websites. The intention is to show ads that are relevant and engaging to the individual user. HubSpot HubSpot is an all-in-one marketing, sales, and customer service platform that streamlines business growth. Learn more Name Description Duration messagesUtk This cookie is used to recognize visitors who use chat. If the visitor leaves your site before they're added as a contact, they will have this cookie associated with their browser. 13 months __hssrc Whenever HubSpot changes the session cookie, this cookie is also set to determine if the visitor has restarted their browser. session hs-messages-is-open This cookie is used to determine and save whether the chat widget is open for future visits. 30 minutes __hssc This cookie keeps track of sessions. 30 minutes hubspotutk This cookie keeps track of a visitor's identity. It is passed to HubSpot on form submission and used when deduplicating contacts. 13 months __hstc The main cookie for tracking visitors. 13 months hs_langswitcher_choice This cookie is used to save the visitor's selected language choice when viewing pages in multiple languages. 2 years hs-membership-csrf This cookie is used to ensure that content membership logins cannot be forged. session __hsmem This cookie is set when visitors log in to a HubSpot-hosted site. 1 year hs-messages-hide-welcome-message This cookie is used to prevent the chat widget welcome message from appearing again for one day after it is dismissed. 1 day hubspotapi This cookie allows the user to access the app with the correct permissions. 7 days __hs_notify_banner_dismiss This cookie is used when the website uses a Notify consent banner type. 180 days hs_ab_test This cookie is used to consistently serve visitors the same version of an A/B test page they’ve seen before. session __hs_gpc_banner_dismiss This cookie is used when the Global Privacy Control banner is dismissed. 180 days __hs_initial_opt_in This cookie is used to prevent the banner from always displaying when visitors are browsing in strict mode. 7 days __hs_cookie_cat_pref This cookie is used to record the categories a visitor consented to. 6 months __hs_do_not_track This cookie can be set to prevent the tracking code from sending any information to HubSpot. 13 months hubspotapi-csrf This is used for CSRF prevention - preventing third party websites from accessing your data. Expires after a year. 1 year __hs_opt_out This cookie is used by the opt-in privacy policy to remember not to ask the visitor to accept cookies again. 13 months hubspotapi-prefs This is used with the hubspotapi cookie to remember whether the user checked the 'remember me' box (controls the expiration of the main cookie's authentication). 1 Year Information about Interest-Based Advertisements: We may serve advertisements, and also allow third-party ad networks, including third-party ad servers, ad agencies, ad technology vendors and research firms, to serve advertisements through the Services. These advertisements may be targeted to users who fit certain general profile categories or display certain preferences or behaviors (“Interest-Based Ads”). Information for Interest-Based Ads (including Personal Data) may be provided to us by you, or derived from the usage patterns of particular users on the Services and/or services of third parties. Such information may be gathered through tracking users’ activities across time and unaffiliated properties, including when you leave the Services. To accomplish this, we or our service providers may deliver Cookies, including a file (known as a “web beacon”) from an ad network to you through the Services. Web beacons allow ad networks to provide anonymized, aggregated auditing, research and reporting for us and for advertisers. Web beacons also enable ad networks to serve targeted advertisements to you when you visit other websites. Web beacons allow ad networks to view, edit or set their own Cookies on your browser, just as if you had requested a web page from their site. Data Security and Retention We seek to protect your Personal Data from unauthorized access, use and disclosure using appropriate physical, technical, organizational and administrative security measures based on the type of Personal Data and how we are processing that data. You should also help protect your data by appropriately selecting and protecting your password and/or other sign-on mechanism; limiting access to your computer or device and browser; and signing off after you have finished accessing your account. Although we work to protect the security of your account and other data that we hold in our records, please be aware that no method of transmitting data over the internet or storing data is completely secure. We retain Personal Data about you for as long as you have an open account with us or as otherwise necessary to provide you with our Services. In some cases we retain Personal Data for longer, if doing so is necessary to comply with our legal obligations, resolve disputes or collect fees owed, or is otherwise permitted or required by applicable law, rule or regulation. We may further retain information in an anonymous or aggregated form where that information would not identify you personally. Personal Data of Children As noted in the Terms of Use, we do not knowingly collect or solicit Personal Data about children under 16 years of age; if you are a child under the age of 16, please do not attempt to register for or otherwise use the Services or send us any Personal Data. If we learn we have collected Personal Data from a child under 16 years of age, we will delete that information as quickly as possible. If you believe that a child under 16 years of age may have provided Personal Data to us, please contact us at privacy@supportlogic.com. Your Rights Individuals in the EEA, the UK, Switzerland, and across the globe have certain statutory rights in relation to their Personal Data. Subject to any exemptions provided by law, you may have the right to request access to your personal information, as well as to seek to update, delete, or correct this information. You may submit a valid request via email to privacy@supportlogic.io. California Resident Rights If you are a California resident, you have the rights set forth in this section. Please see the “Exercising Your Rights” section below for instructions regarding how to exercise these rights. Please note that we may process Personal Data of our customers’ end users or employees in connection with our provision of certain services to our customers. If we are processing your Personal Data as a service provider, you should contact the entity that collected your Personal Data in the first instance to address your rights with respect to such data. If there are any conflicts between this section and any other provision of this Privacy Policy and you are a California resident, the portion that is more protective of Personal Data shall control to the extent of such conflict. If you have any questions about this section or whether any of the following rights apply to you, please contact us at privacy@supportlogic.com. Access You have the right to request certain information about our collection and use of your Personal Data over the past 12 months. In response, we will provide you with the following information: The categories of Personal Data that we have collected about you. The categories of sources from which that Personal Data was collected. The business or commercial purpose for collecting or selling your Personal Data. The categories of third parties with whom we have shared your Personal Data. The specific pieces of Personal Data that we have collected about you. If we have disclosed your Personal Data to any third parties for a business purpose over the past 12 months, we will identify the categories of Personal Data shared with each category of third party recipient. If we have sold your Personal Data over the past 12 months, we will identify the categories of Personal Data sold to each category of third party recipient. Deletion You have the right to request that we delete the Personal Data that we have collected about you. Under the CCPA, this right is subject to certain exceptions: for example, we may need to retain your Personal Data to provide you with the Services or complete a transaction or other action you have requested. If your deletion request is subject to one of these exceptions, we may deny your deletion request. Exercising Your Rights To exercise the rights described above, you or your Authorized Agent (defined below) must send us a request that (1) provides sufficient information to allow us to verify that you are the person about whom we have collected Personal Data (e.g. email address, phone number, username, etc.), and (2) describes your request in sufficient detail to allow us to understand, evaluate and respond to it. Each request that meets both of these criteria will be considered a “Valid Request.” We may not respond to requests that do not meet these criteria. We will only use Personal Data provided in a Valid Request to verify your identity and complete your request. You do not need an account to submit a Valid Request. We will work to respond to your Valid Request within 45 days of receipt. We will not charge you a fee for making a Valid Request unless your Valid Request(s) is excessive, repetitive or manifestly unfounded. If we determine that your Valid Request warrants a fee, we will notify you of the fee and explain that decision before completing your request. You may submit a Valid Request using the following methods: Email us at: privacy@supportlogic.com Call us at: (408) 471-4710 You may also authorize an agent (an “Authorized Agent”) to exercise your rights on your behalf. To do this, you must provide your Authorized Agent with written permission to exercise your rights on your behalf, and we may request a copy of this written permission from your Authorized Agent when they make a request on your behalf. Personal Data Sales Opt-Out and Opt-In We will not sell your Personal Data, and have not done so over the last 12 months. To our knowledge, we do not sell the Personal Data of minors under 16 years of age. We Will Not Discriminate Against You for Exercising Your Rights Under the CCPA We will not discriminate against you for exercising your rights under the CCPA. We will not deny you our goods or services, charge you different prices or rates, or provide you a lower quality of goods and services if you exercise your rights under the CCPA. However, we may offer different tiers of our Services as allowed by applicable data privacy laws (including the CCPA) with varying prices, rates or levels of quality of the goods or services you receive related to the value of Personal Data that we receive from you. Other State Law Privacy Rights California Resident Rights Under California Civil Code Sections 1798.83-1798.84, California residents are entitled to contact us to prevent disclosure of Personal Data to third parties for such third parties’ direct marketing purposes; in order to submit such a request, please contact us at privacy@supportlogic.com. Nevada Resident Rights If you are a resident of Nevada, you have the right to opt-out of the sale of certain Personal Data to third parties who intend to license or sell that Personal Data. You can exercise this right by contacting us at privacy@supportlogic.com with the subject line “Nevada Do Not Sell Request” and providing us with your name and the email address associated with your account. However, please note that we do not sell your Personal Data. Changes to this Privacy Policy We’re constantly trying to improve our Services, so we may need to change this Privacy Policy from time to time, but we will alert you to any such changes by placing a notice on the SupportLogic website, by sending you an email and/or by some other means. Please note that if you’ve opted not to receive legal notice emails from us (or you haven’t provided us with your email address), those legal notices will still govern your use of the Services, and you are still responsible for reading and understanding them. If you use the Services after any changes to the Privacy Policy have been posted, that means you agree to all of the changes. Use of information we collect is subject to the Privacy Policy in effect at the time such information is collected. Contact Information: If you have any questions or comments about this Privacy Policy, the ways in which we collect and use your Personal Data or your choices and rights regarding such collection and use, please do not hesitate to contact us at: (408) 471-4710 privacy@supportlogic.com 356 Santana Row, Suite 1000 San Jose, CA If you are located in the EU or UK, you may use the following information to contact our Data Protection Officer: dpo@supportlogic.com