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Legal Document

Privacy Policy

This Privacy Policy applies to the websites, services, software, and mobile applications located at: www.helpspot.com (the "Services") owned and operated by UserScape, Inc. (collectively, "UserScape", "we", "us", or "our").

This page informs you of our policies regarding the collection, use and disclosure of Personal Information when you use our Services.

We will not use or share your information with anyone except as described in this Privacy Policy.

We use your Personal Information for providing and improving the Service. By using the Service, you agree to the collection and use of information in accordance with this policy. If you do not agree with the terms, do not access or use the Services, Websites or any other aspect of UserScape's business.

EU-U.S. and Swiss-U.S. Privacy Shield Frameworks

UserScape, with offices at 2600 South Rd Ste 44-175, Poughkeepsie NY 12601, is the entity responsible for the management of your Personal Information in accordance with this Privacy Policy. UserScape is a participant in the U.S. Department of Commerce's EU-U.S. Privacy Shield Framework and Swiss-U.S. Privacy Shield Framework program and has certified that we adhere to the EU-U.S. Privacy Shield Framework and Swiss-U.S. Privacy Shield Framework Principles.

UserScape is responsible for the processing of personal data it receives, under each Privacy Shield Framework, and subsequently transfers to a third party acting as an agent on its behalf. UserScape complies with the Privacy Shield Principles for all onward transfers of personal data from the EU and Switzerland, including the onward transfer liability provisions.

With respect to personal data received or transferred pursuant to the Privacy Shield Frameworks, UserScape is subject to the regulatory enforcement powers of the U.S. Federal Trade Commission. In certain situations, we may be required to disclose personal data in response to lawful requests by public authorities, including to meet national security or law enforcement requirements.

Individuals have the right to access their personal data and to update, correct, and/or amend information that is incomplete. Individuals also have the right to request erasure of personal information that has been processed in violation of the principles. Individuals wishing to exercise these rights may do so by signing in and directly updating your account information or by contacting us at customer.service@userscape.com.

We do not sell personal data nor do we permit it to be used for reasons other than those for which it was originally provided. If this practice should change in the future, we will update this policy accordingly and provide individuals with opt-out or opt-in choice as appropriate.

For more information about the EU-U.S. Privacy Shield Framework or Swiss-U.S. Privacy Shield Framework, visit the U.S. Department of Commerce's Privacy Shield website at https://www.privacyshield.gov.

EU and Swiss individuals with inquiries or complaints regarding our Privacy Shield policy should first contact us at: customer.service@userscape.com

If you are a resident of a European country participating in the Privacy Shield and you have not received timely response to your concern, or we have not addressed your concern to your satisfaction, you may seek further assistance, at no cost to you, from JAMS, which is an independent dispute resolution body in the United States.

Under certain conditions, Privacy Shield provides the right to invoke binding arbitration when other dispute resolution procedures have not provided resolution. This is described in Annex I to the Privacy Shield.

Information Collection And Use

While using our Services, we may ask you to provide us with certain personally identifiable information that can be used to contact or identify you. Personally identifiable information may include, but is not limited to, your email address, name, phone number, postal address, other information.

We collect this information for the purpose of providing the Services, identifying and communicating with you, responding to your requests/inquiries, servicing your purchase orders, and improving our services.

Collection

We may collect the following personal information from you:

  • Contact information, such as name, email address, mailing address, or phone number
  • Demographic information, such as age, education, gender, interests and zip code
  • Billing information, such as credit card number and billing address
  • Unique identifiers, such as username, account number or password
  • Geo location based on IP address
  • Information about your business, such as company name, company size, business type
  • If you send a support request via email we will collect your name and email address
  • Partner or referral IDs if you participate in any of our partner/referral programs
  • Software event information such as software crash logs, application IDs, unique device identifiers, system activity, and hardware settings
  • Information passed to us from integrations with third party services you have authorized to connect with our Services

As is true of most websites, we gather certain information automatically. This information may include Internet protocol (IP) addresses, browser type, Internet service provider (ISP), referring/exit pages, the files viewed on our site (e.g., HTML pages, graphics, etc.), feature usage in our software, operating system, date/time stamp, and/or clickstream data to analyze trends and administer the Services.

In the process of supporting our Services, we may need to investigate the data within your account, including data you or your customers have entered into our software, logged in error logs, posted on private forums, support requests, wikis, etc.

Use

To provide, update, maintain and protect our Services, Websites and business. To develop and provide search, learning and productivity tools and additional features. Additionally, information collected is used for billing, identification, authentication, service improvement, research, support, and contact.

Google Limited Use

HelpSpot uses Google API's to read/send Google-based email.

HelpSpot's use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

Information You Share

Many of our Services let you share information publicly with others. Remember that when you share information publicly, it may be indexable by search engines.

We ask for and may collect personal information from you when you submit web forms on our Websites or as you use interactive features of the Websites, including, participation in surveys, contests, promotions, sweepstakes, requesting customer support, or otherwise communicating with us.

Information From Other Sources

We may also obtain other information, including personal information, from third parties and combine that with information we collect through our Websites. For example, we may have access to certain information from a third party social media or authentication service if you log into our Services through such a service or otherwise provide us with access to information from the service. Any access that we may have to such information from a third party social media or authentication service is in accordance with the authorization procedures determined by that service. By authorizing us to connect with a third party service, you authorize us to access and store your name, email address(es), current city, profile picture URL, and other personal information that the third party service makes available to us, and to use and disclose it in accordance with this Policy. You should check your privacy settings on these third party services to understand and change the information sent to us through these services. For example, you can log in to the Services using sign-in services such as Facebook Connect or an Open ID provider, as further described below.

You can log into certain Services using sign-in services such as Facebook Connect or an Open ID provider. These services will authenticate your identity, provide you with the option to share certain personal information (such as your name and email address) with us, and pre-populate our sign up form. Services like Facebook Connect give you the option to post information about your activities in the Services to your profile page to share with others within your network.

The Websites include social media features, such as the Facebook Like button, and widgets, such as the Share This button or interactive mini-programs that run on our Websites. These features may collect your Internet protocol address, which page you are visiting on the Websites, and may set a cookie to enable the feature to function properly. Social media features and widgets are either hosted by a third party or hosted directly on the Websites. Your interactions with these features are governed by the privacy statement of the companies that provide them.

Information We Share

We do not share personal information with companies, organizations and individuals outside of UserScape unless one of the following circumstances applies:

With Your Consent

We will share personal information with companies, organizations or individuals outside of UserScape when we have your consent to do so.

For External Processing

We provide personal information to trusted businesses or persons to process it for us, based on our instructions and in compliance with our Privacy Policy and any other appropriate confidentiality and security measures.

For Legal Reasons

We will share personal information with companies, organizations or individuals outside of UserScape if we have a good-faith belief that access, use, preservation or disclosure of the information is reasonably necessary to:

  • Meet any applicable law, regulation, legal process or enforceable governmental request.
  • Enforce applicable Terms of Service or licensing requirements, including investigation of potential violations.
  • Detect, prevent, or otherwise address fraud, security or technical issues.
  • Protect against harm to the rights, property or safety of UserScape, our users or the public as required or permitted by law.

During a Change to UserScape's Business

If UserScape engages in a merger, acquisition, bankruptcy, dissolution, reorganization, sale of some or all of UserScape's assets or stock, financing, public offering of securities, acquisition of all or a portion of our business, a similar transaction or proceeding, or steps in contemplation of such activities (e.g. due diligence), some or all information may be shared or transferred, subject to standard confidentiality arrangements.

Aggregated or De-identified Data

We may disclose or use aggregated or de-identified information for any purpose. For example, we may share aggregated or de-identified information with prospects or partners for business or research purposes.

Cookies

Cookies are files with a small amount of data, which may include an anonymous unique identifier. Cookies are sent to your browser from a web site and transferred to your device. We use cookies to collect information in order to improve our Services for you.

You can instruct your browser to refuse all cookies or to indicate when a cookie is being sent. The Help feature on most browsers provide information on how to accept cookies, disable cookies or to notify you when receiving a new cookie.

If you do not accept cookies, you may not be able to use some features of our Service and we recommend that you leave them turned on.

Service Providers

We may employ third party companies and individuals to facilitate our Service, to provide the Service on our behalf, to perform Service-related Services and/or to assist us in analyzing how our Service is used.

These third parties have access to your Personal Information only to perform specific tasks on our behalf and are obligated not to disclose or use your information for any other purpose.

Examples include Amazon Web Services for hosting and Rackspace for email delivery.

Communications

We may use your Personal Information to contact you with newsletters, marketing or promotional materials and other information that may be of interest to you. You may opt out of receiving any, or all, of these communications from us by following the unsubscribe link or instructions provided in any email we send.

Security

The security of your Personal Information is important to us, and we strive to implement and maintain reasonable, commercially acceptable security procedures and practices appropriate to the nature of the information we store, in order to protect it from unauthorized access, destruction, use, modification, or disclosure.

However, please be aware that no method of transmission over the internet, or method of electronic storage is 100% secure and we are unable to guarantee the absolute security of the Personal Information we have collected from you.

International Transfer

Your information, including Personal Information, may be transferred to — and maintained on — computers located outside of your state, province, country or other governmental jurisdiction where the data protection laws may differ than those from your jurisdiction.

If you are located outside United States and choose to provide information to us, please note that we transfer the information, including Personal Information, to United States and process it there.

Your consent to this Privacy Policy followed by your submission of such information represents your agreement to that transfer.

Links To Other Sites

Our Service may contain links to other sites that are not operated by us. If you click on a third party link, you will be directed to that third party's site. We strongly advise you to review the Privacy Policy of every site you visit.

Children's Privacy

Only persons age 18 or older have permission to access our Service. Our Service does not address anyone under the age of 13 ("Children").

We do not knowingly collect personally identifiable information from children under 13. If you are a parent or guardian and you learn that your Children have provided us with Personal Information, please contact us. If we become aware that we have collected Personal Information from a child under age 13 without verification of parental consent, we take steps to remove that information from our servers.

Changes To This Privacy Policy

Our Privacy Policy may change from time to time. We will not reduce your rights under this Privacy Policy without your explicit consent. We will post any privacy policy changes on this page and, if the changes are significant, we will provide a more prominent notice (including, for certain Services, email notification of privacy policy changes).

Contact Us

If you have any questions about this Privacy Policy, please contact us at customer.service@userscape.com.

UserScape, Inc.