You can check the policy that is/was effective prior to the 19th June 2019 here.
The privacy of our users, including yourself, is something that we do not take lightly at The Welkin Suite, and so is being open and straightforward about how we collect, use and share information about you is important to us. This policy's intent is to help you understand:
- What is the information that we collect about you
- How we use the information we collect
- How we share the information we collect
- How we store and secure the information we collect
- How to access and control your information
- Other important privacy information
This policy also explains the choices that you have about how we use the information about that we gain about you. These choices that you have, include how you can object to certain uses of information about you and how you can access and update certain information about yourself. If you do not agree with this policy, do not access or use our Services or interact with any other aspect of our business.
We also need to let you know that when we provide the Services under contract with an organization (like your employer) that organization controls the information processed by the Services.
We gather information about you when you give it to us, and we also gather information when you use our Services, and when other sources provide it to us. We will describe this more below.
Information that you are providing to us
We get information about you when you input this information into the Services or otherwise give it directly to us.
Account and Profile Information: We collect information about you when you set-up and register for an account, create or in some way modify your profile, set some preferences, sign-up for or make a purchase through the Services. In life it would go like this, you give us your contact information and, in some cases, billing information when you register for the Services. You also have the option of adding a display name, profile photo, and other details to your profile information to be displayed in our Services. And we keep track of these preferences when you select settings within the Services.
Content you provide through our Applications: In The Welkin Suite Applications you use, we can collect content that you decide to share with us. This content includes any information about you that you may choose to give. Illustrations of this type of content are: Bug Report and Send Feedback options that are in the Applications where you might enter any information you feel is needed, and as well, you can include one, some, or all of the following items: email address, OS and .NET framework information, application logs, unique installation identifier. Also here it is important to clearly say WE DO NOT store, transmit, receive, or collect information about your Salesforce organizations you are working on, code or other metadata items related to your projects, or any other information related directly to your Salesforce organizations and/or projects.
Content you provide through our Websites: The Services also include our websites, which are owned or operated by us. We collect other content that you submit to these websites. For example, you give content to us when you provide feedback, or when you participate in any interactive features, surveys, contests, promotions, activities or events.
Information you provide through our support channels: The Services also include our customer support, where you may choose to submit information regarding a problem that you are experiencing with a Service. It doesn't matter if you open a support ticket, email our representatives, submit bug reports or feedback through Applications, speak to one of our representatives directly or otherwise engage with our support team, you surely will be asked in some way to provide contact information, a summary of the problem you are experiencing, and any other documentation, screenshots or information that would be helpful in resolving the issue.
Payment Information: We collect certain payment and billing information when you register for certain paid Services. An illustration of this is when we ask you to provide billing contact information, or we may ask additional company information, job title and other details upon registration. You might also provide payment information, such as payment card details, which we collect via a secure payment processing services.
Information we collect automatically when you use the Services
We get information about you when you use our Services, and this can be things like browsing our websites and performing certain actions within the Services.
Your use of the Websites: When you use our website, we like to keep track of certain information about you, for instance, you visit and interact with any of our Websites. And this information includes things like the pages and features you use; the links you click on; search terms you are using.
Your use of the Applications: During your use of our Applications, we keep track of some information about your usage of our Applications. Some good examples of this information includes a login to our Services (date and time); OS you are using; statistical information about some features usage; current installed version(s) of our Applications. Once again, we want to assure you that our Applications do not collect, store or transmit any information related to your Salesforce organizations, data or metadata that is available on them, sensitive information (like credentials to organizations), and to your Salesforce projects themselves.
Device and Connection Information: We collect information about your computer, phone, tablet, or other devices that you use to access the Services. Some examples of what this device information includes is your connection type and settings when you install, access, update, or use our Services. We also get information through your device about your operating system, browser type, IP address, URLs of referring/exit pages, and device identifiers. One good example of this is when we use your IP address in order to approximate your location to provide you with a better Service experience. How much of this information we collect depends on the type and settings of the device you use to access the Services.
Information we receive from other sources
We get information about you from other Service users, from third-party services, from our business and channel partners, and from our related companies.
Other users of the Services: Other users of our Services might provide information about you when they submit content through the Services. Some real-life examples of this would be, if you might be mentioned in public forums, in feedback, in a comment, etc.. Also we might get your email address from other Service users when they provide it in order to invite you to the Services. And yet another good example of this could be when an administrator may provide your contact information when they designate you as the contact on your business/enterprise subscriptions, or send out invitations for business/enterprise licenses.
Other Partners: We receive information about you and your activities on and off the Services from third-party partners, such as advertising and market research partners who provide us with information about your interest in and engagement with, our Services and online advertisements.
We use the information we collect depending somewhat on which Services you use, how you use them, and any preferences you have passed on to us. As you will see, below we highlighted the specific purposes for which we use the information we collect about you.
To provide our Services to you: We use information about you to provide the Services to you. Why? Because we use your information to process transactions with you, to authenticate your account with us when you log in, to provide customer support, and to operate and maintain our Services. And how does this work with us? For instance, we use your name and picture you provide in your account to identify you to other Service users on public forums, in comments or in the subscription management section of the Website. Also, we might use your login history into The Welkin Suite account, when you are using our Applications and Websites to ensure a high level of security for your account.
To personalize and improve your experience with our Services: Our Services might also include newsletters, events, and materials that are tailered to personalize your experience, enhance your productivity and help you in mastering our Services by automatically analyzing your activities in our Applications or Websites. How do we do this? We might use information about some most used features in our Applications to provide you more insights on similar features that might be more or equally helpful or interesting to you. We also might use your email domain to infer your affiliation with a particular organization or industry to personalize the content and experience you receive on our websites. And if you would use multiple Services, we might combine information about you and your activities to provide an integrated experience, such as to let you find information from one Service while searching from another, or we could present some relevant product information to you as you travel across our websites.
For research and development: We are always finding new avenues to make our Services smarter, faster, securer, more integrated, and more useful to you. And to do this we use statistical analysis and user feedback provided directly to us to help us troubleshoot and to help us to identify current and new trends, usage, activity patterns and areas for integration and improvement of the Services. For us some examples of this would be that the UI layout in a certain Application might be rearranged and modified to reduce the time and actions users needed to get to the most often used feature on that specific layout, or some of our features might be optimized for some certain most common use cases that were based on some anonymous statistical information that we might get from Applications.
To communicate with you about the Services: We use your contact information to pass-on transactional communications via email and within the Services, including such things as confirming your purchases, reminding you of when your subscription expirations, when responding to your comments, questions and requests, when providing customer support, and when sending you technical notices, updates, security alerts, and administrative messages. Also, we send out to you email notifications when you or others interact with you on the Services. Like if you are mentioned in our enterprise support ticket system, or if you are added to any subscription by its owner or administrator. Plus, we also can provide tailored communications based on your activity and interactions with us. For us, some examples of these type of things are certain actions you take in the Services may automatically trigger a feature or related tutorial, or some other event suggestion within our Services. We also send you communications as you onboard to a particular Application to help you become more proficient in using that Application. In most cases, you will find that these communications are part of the Services and you cannot opt out of them. But if an opt-out option is available, you will find that option within the communication itself, or in your account settings.
To market, promote and drive engagement with the Services: We utilize your contact information and information about how you use the Services to send promotional communications that may be of some specific interest or value to you. This may be done by email and it may be done by displaying The Welkin Suite ads on other companies' websites and applications, as well as on platforms like Facebook, Twitter, Linkedin and Google. This type of communications by us are aimed at driving engagement and maximizing what you get out of the Services, and it might include information about new features, survey requests, newsletters, and events that we think may be of interest or value to you. Also, we communicate with you about new product offers, promotions and contests. Just note that you can control whether you receive these communications as described below under "Opt-out of communications."
Customer support: We use your information to resolve technical issues you might encounter, to respond to your requests for assistance, to answer your question, to analyze crash information, and to repair and improve the Services.
For safety and security: We use information about you and your Services use to verify your accounts and activity. We also do this to monitor for suspicious or fraudulent activity and to identify any violations of our Services policies.
To protect our legitimate business interests and legal rights: Where we are required by law or where we believe it is necessary to protect our legal rights, interests and the interests of others, we use information about you in connection with legal claims, compliance, regulatory, and audit functions, and disclosures in connection with the acquisition, merger or sale of a business.
With your consent: We use information about you where you have given us consent to do so for some specific purpose that is not listed above. For example, we might publish a testimonial or a featured customer story to help promote the Services, with your permission.
Legal bases for processing (for EEA users):
If you are a person in the European Economic Area (EEA), we collect and process information about you only where we have the legal bases for doing so under the applicable EU laws. The legal bases depend on the Services that you use, and how you use them. This means we collect and use your information only where:
- We need it to provide you the Services, including to operate the Services, provide customer support and personalized features; and to protect the safety and security of the Services;
- It satisfies some legitimate interest (which is not overridden by your data protection interests), like for research and development, to market and promote the Services and to protect our legal rights and interests;
- You give us consent to do so for some specific purpose; or
- We need to process your data to comply with some legal obligation.
It is important for you to know that if you have consented to our use of information about you for a specific purpose, at any time you have the right to change your mind, but this will not affect any processing that has already taken place. Where we are utilizing your information because we or a third party (e.g. your employer) have some legitimate interest to do so, you have the right to object to that use though, but in some situations, this may mean no longer using the Services.
We share information that we collect about you in the following ways that we discussed below, including in connection with some possible business transfers, but we are not in the business of selling information about you to advertisers or other third parties.
Sharing with other Services users
When you use the Services, we may share certain information about you with other Service users.
Managed accounts and administrators: In cases where you register or access the Services using an email address that has a domain that is owned by your employer or organization, and that organization or employer wishes to get an account or site registration, certain information about you including your name, profile picture, contact info, content and past use of your account may become accessible to that organization’s administrator and other Service users sharing the same domain. And if you are an administrator for a particular site or group of users within the Services, we might share your contact information with current or past Service users, for the purpose of facilitating Service-related requests.
Community Forums: Our websites offer publicly accessible blogs, and forums. You need be wise that any information you provide on these websites - including profile information associated with the account you use to post the information - may be read, collected, and used by any member of the public who accesses these websites. Also, posts and certain profile information that you gave, may remain even after you terminate your account. Because of this, we urge you to consider the sensitivity of any information you input into these Services. To request any removal of your information from our publicly accessible websites, please contact us as outlined below. In some cases, we may not be able to remove your information, and if this would be the case, we will let you know why we are unable to do so.
Sharing with third parties
We share information with third parties that help us operate, provide, improve, integrate, customize, support and market our Services.
Service Providers: We work with third-party service providers that help us to provide website and application development, hosting, maintenance, backup, storage, virtual infrastructure, payment processing, analysis and other services for us, which may require them to access or use information about you. If any service provider needs to access information about you to perform services on our behalf, we require that they do so under close instruction from us, including policies and procedures designed to protect your information.
Our Partners: We may work with third parties who provide consulting, sales, and technical services to help us deliver and implement customer solutions using the Services. In these cases, we may share your information with these third parties in connection with their services, to do such things as to assist with billing and collections, to provide localized support, and to provide customizations. We may also share information with these third parties where you have agreed to that sharing.
Social Media Widgets: The Services may include links that direct you to other websites or services whose privacy practices may differ from ours. Your use of and any information you give to any of those third-party sites is also governed by their privacy policies, and not this one.
With your consent: We share information about you with third parties when you give us consent to do so. A good example of how we do this is that we may display personal testimonials of satisfied customers on our public websites. Also with your consent, we may post your name alongside your testimonial. Plus, we with your consent we can share your details with partners who participate in our joint events.
Compliance with Enforcement Requests and Applicable Laws; Enforcement of Our Rights: In exceptional circumstances, we may share information about you with a third party if we believe that sharing is reasonably necessary to (a) comply with any applicable law, regulation, legal process or governmental request, including to meet national security requirements, (b) enforce our agreements, policies and terms of service, (c) protect the security or integrity of our products and services, (d) protect The Welkin Suite, our customers or the public from harm or illegal activities, or (e) respond to an emergency which we believe in good faith requires us to disclose information to assist in preventing the death or serious bodily injury of any person.
Sharing with affiliated companies
The Welkin Suite companies: We share information we have about you with other our corporate affiliates in order to operate and improve products and services and to offer other our affiliated services to you.
Information storage and security
We use different data hosting service providers to host the information that we collect, and we use technical measures to secure your data.
While we implement safeguards that are designed to protect your information, it is important to remember that NO security system is impenetrable and due to the inherent nature of the Internet, we cannot guarantee that data, during transmission through the Internet or while stored on our systems or otherwise in our care, is absolutely safe from intrusion by others.
If you use our Applications, responsibility for securing information and content that is located on your devices rests with you and not The Welkin Suite.
How long we keep information
How long we keep the information that we collect about you, really depends on the type of information, as we will describe in further detail below. After such time, we will either delete or anonymize your information or, in cases that this is not possible (for example, because the information has been stored in backup archives), then we will securely store your information and isolate it from any further use until deletion is possible.
Account information: We need to retain your account information for as long as your account is active and a reasonable period thereafter for instances where you decide to re-activate the Services. We also retain some of your information as necessary to comply with our legal obligations, to resolve disputes, to enforce our agreements, to support business operations, and to continue to develop and improve our Services. If we keep information for Service improvement and development, we take actions to eliminate information that directly identifies you, and we only use the information to uncover collective insights about some usage of our Services. We do not use it to specifically analyze any personal characteristics about you.
Information you share on the Services: When or if your account is deactivated or disabled, some of your information and the content you have provided to the Service will remain in order to allow your team members or other users to make full use of the Services. A good example of this is when we continue to display some content you provided.
Managed accounts: When Services are made available to you through an organization (e.g., your employer), we retain information about you and information you give as long as required by the administrator of your account. For more information, see "Managed accounts and administrators" above.
Marketing information: If you have elected to receive marketing emails from us, we keep information about your marketing preferences for some reasonable period of time from the date you last expressed interest in our Services, like as when you last opened an email from us. We may also retain information derived from cookies and other tracking technologies for some reasonable period of time from the date such information was created.
You have choices available to you when it comes to your information. A summary of those choices, how to exercise them and any limitations, you can find below.
You have the right to request a copy of your information, to object to our use of your information (including for marketing purposes), to request the deletion or restriction of your information, or to request your information in a structured, electronic format. Below, we will describe the tools and processes for making these requests. To exercise some of the choices you can do so by logging into the Services and using the settings that available within the Services or your account. But in cases where the Services are administered for you by an administrator, you might need to contact your administrator to assist with your requests. For all other requests, you may contact us as provided in the Contact Us section below to request our assistance.
Your request and choices might be limited in certain cases, some good examples of this: if in fulfilling your request, it reveals information about another person, or if you ask to delete information which we or your administrator are permitted by law or have compelling legitimate interests to keep. In cases that you have asked us to share data with some third party, for example, by installing third-party apps, you will need to contact those third-party service providers directly to have your information deleted or otherwise restricted. When have any unresolved concerns, you may have the right to complain to a data protection authority in the country where you live, where you work or where you feel your rights were infringed.
Access and update your information: Our Services give you the ability to access and update certain information about you from within them. Like, you can access your profile information from your account and search for content containing information about you. You can update your profile information within your profile settings and modify content that contains information about you using the editing tools associated with that content.
Deactivate your account: If you no longer wish to use our Services, you or your administrator may be able to deactivate your Services account. In such instances, you may contact us as provided in the Contact Us section below to request assistance from us in deactivating your account. Otherwise, please contact your subscription administrator. And if you are an administrator and are unable to deactivate an account through your administrator settings, please contact our support at email@example.com or contact us as provided in the Contact Us section below. But please be aware that deactivating your account does not delete your information; your information remains visible to other Service users based on your past participation within the Services. If you need more information on how to delete your information, please see below.
Delete your information: You can remove certain profile information within your profile settings on our Websites. In any other cases, please contact us as provided in the Contact Us section below for our assistance. But please be mindful that we may need to retain certain information for record keeping purposes, for instance, to complete transactions, or to comply with our legal obligations.
Request that we stop using your information: In some cases, you might ask us to stop accessing, storing, using and otherwise processing your information where you believe we don't have the appropriate rights to do so. A good real-life example of this is if you believe a Services account was created for you without your permission or you are no longer an active user, you can request that we delete your account as provided in this policy. Where you gave us consent to use your information for some limited purpose, you can contact us to withdraw that consent, but this will not affect any processing that has already taken place at the time. You can also opt-out of our use of your information for marketing purposes by contacting us, as provided below. If you make such requests, we might need some time to investigate and fully process your request. In case there is delay or dispute as to whether we have the right to continue using your information, we will restrict any further use of your information until the request is honored or the dispute is resolved, provided your subscription administrator does not object (where applicable). But please remember that when you object to information about you being shared with a third-party app or extension, please just disable the app or extension.
Opt out of communications: You may opt-out of receiving promotional communications from us by using the unsubscribe link within each email, updating your email preferences within your account preferences, or by contacting us as provided below to have your contact information removed from our promotional email list or registration database. Please, be aware that even after you opt-out from receiving promotional messages from us, you will continue to receive transactional messages from us regarding our Services. You can opt out of some notification messages in your account settings.
Send "Do Not Track" Signals: Some browsers have incorporated "Do Not Track" (DNT) features that can send a signal to the websites you visit indicating you do not wish to be tracked. Because there is not yet a common understanding of how to interpret the DNT signal, our Services do not currently respond to browser DNT signals. Because of that, you can use the range of other tools we provide to control our data collection and use, including the ability to opt-out of receiving marketing from us as described above.
Data portability: Data portability is the ability to obtain some of your information in a format you can move from one service provider to another (Like when you transfer your mobile phone number to another carrier). Depending on the context, this applies to some of your information, but not to all of your information. Should you request it, we will provide you with an electronic file of your basic account information.
Our policy towards children
The Services are not directed to individuals under 16. We do not knowingly collect personal information from children under 16. If we become aware that a child under 16 has provided us with personal information, we will take steps to delete such information. If you become aware that a child has provided us with personal information, please contact us at firstname.lastname@example.org.
Your information is controlled by IT-Gravity-VO GmbH. If you have questions or concerns about how your information is handled, please direct your inquiry to IT-Gravity-VO GmbH.