Your privacy is important to us. This Privacy Statement applies to collection, use, and disclosure of personal information through all of the sites, products, services and developer modules offered by Apptentive Inc. or its subsidiaries or affiliated companies that link to this Privacy Statement, including https://apptentive.com. It does not apply to sites or services that link to different privacy statements. Sometimes, we may post product specific privacy notices or Help Center materials to explain our products and related privacy policies in more detail.
This Privacy Statement does not apply to the activities of our customers that use our services to collect information from their end users (the “Apptentive Customers”). Each of the Apptentive Customers are responsible for establishing their own privacy statement that describes those activities. If you are interested in how the Apptentive products and services process your information as a part of a website or application operated by an Apptentive Customer, please review their privacy statement. Please see the Section “Information we collect and use on behalf of our customers” for more information.
The personal information we collect depends on how you interact with us, the products you use, and the choices you make. We collect and process personal information about you with your consent and/or as necessary to provide the products you use, operate our business, meet our contractual and legal obligations, protect the security of our systems and our customers, or fulfill other legitimate interests.
We collect information about you in various ways when you use our websites and services, including information you provide directly, information collected automatically, and third-party data sources:
Our web pages may also contain electronic images known as web beacons that we use to help deliver cookies on our websites, count users who have visited those websites, and gather usage and performance data. We also include web beacons in our email messages or newsletters to determine whether you open and act on them.
Our websites may include web beacons and cookies from third-party service providers. In some cases, that is because we have hired the third party to provide services on our behalf, such as site analytics. In other cases, it is because our web pages contain content or ads from third parties, such as videos, news content, or ads delivered by other ad networks. Because your browser connects to those third parties’ web servers to retrieve that content, those third parties are able to set or read their own cookies on your device and may collect information about your online activities across websites or online services. These third parties may combine this information with other information that you’ve provided to them or that they’ve collected from your use of their services.
The third-party analytics providers we use include: Marketo, Hubspot, Bizible, Google, Crazy Egg, New Relic, Sumo, and Disqus. Many third-party analytics providers allow you to opt-out from their collection or use. For more information, click on the links above.
Our third-party advertising partners include: Adroll, Facebook, Google, Twitter, G2Crowd, and LinkedIn. You may find more information on each company’s practices, including the choices it offers, by clicking on the above. Many of them are also members of the Network Advertising Initiative (NAI) or Digital Advertising Alliance (DAA), which each provide a simple way to opt out of ad targeting from participating companies., which you can access at http://www.networkadvertising.org/managing/opt_out.aspx and http://www.aboutads.info/choices/.
We use personal information collected through our products for purposes described in this privacy statement or otherwise disclosed to you. For example, we use personal information to:
In carrying out these purposes, we combine data we collect from different sources to give you a more seamless, consistent, and personalized experience.
Below are some examples of this:
We use this information collected on behalf of our customers for the purposes directed by the applicable Apptentive Customer.
We share personal information with your consent or as necessary to complete your transactions or provide the products you have requested or authorized. For example, when you provide payment data to make a purchase, we will share that data with banks and other entities as necessary for payment processing, fraud prevention, credit risk reduction, or other related financial services. In addition, we share information in the following ways:
We retain personal information for as long as necessary to provide the products and fulfill the transactions you have requested, or for other essential purposes such as complying with our legal obligations, resolving disputes, and enforcing our agreements. Because these needs can vary for different data types in the context of different products, actual retention periods can vary significantly based on criteria such as user expectations or consent, the sensitivity of the data, the availability of automated controls that enable users to delete data, and our legal or contractual obligations.
The personal information we collect may be stored and processed in your country or region, or in any other country where we or our affiliates, subsidiaries, or service providers maintain facilities. Currently, we primarily use data centers in the United States. The storage location(s) are chosen in order to operate efficiently, to improve performance, and to create redundancies in order to protect the data in the event of an outage or other problem. We take steps designed to ensure that the data we collect under this statement is processed according to the provisions of this statement and applicable law wherever the data is located.
We transfer personal information from the European Economic Area and Switzerland to other countries, some of which have not been determined by the European Commission to have an adequate level of data protection. When we do so, we use a variety of legal mechanisms, including, where appropriate, contracts, to help ensure your rights and protections. To learn more about the European Commission’s decisions on the adequacy of personal information protections, please visit: https://ec.europa.eu/info/law/law-topic/data-protection/data-transfers-outside-eu/adequacy-protection-personal-data-non-eu-countries_en.
We take reasonable and appropriate steps designed to protect against unauthorized access, use, alteration, disclosure or destruction of personal information.
Access, correction, and deletion. If you wish access, correct or delete certain personal information about you that we hold, you may log in to the customer portal.
If you cannot access certain personal information we collect via the customer portal or Apptentive products or services you use, you can always contact us as described at the bottom of this privacy statement. However, to the extent permitted by applicable law, we reserve the right to charge a fee or decline requests that are unreasonable, excessive, or prohibited by law, could adversely affect the privacy or other rights of another person, or where we are unable to authenticate you as the person to whom the data relates.
Communications preferences. You can choose whether you wish to receive promotional communications from us. If you receive promotional email messages from us and would like to stop, you can do so by following the directions in that message. These choices do not apply to mandatory service communications that are part of certain of our products, or to surveys or other informational communications that may have their own unsubscribe method.
Cookie controls. Most web browsers are set to accept cookies by default. If you prefer, you can set your browser to delete or reject cookies. If you choose to delete or reject cookies, this could affect certain features or services of our website. See the “Cookies and similar technologies” section of this privacy statement for more details.
Advertising and analytics. Our third-party analytics and advertising partners typically provide options to opt-out of certain information collection or use. See the “Cookies and similar technologies” section of this privacy statement for more details.
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. Our websites do not currently respond to browser DNT signals. Instead, you can use the range of other tools to control data collection and use, including the cookie controls and advertising controls described above.
If the processing of personal information about you is subject to European Union data protection law, you have certain rights with respect to that data:
To make such requests, contact us at the contact information set forth below. When we are processing data on behalf of another party that is the “data controller,” such as the Apptentive Customers, you should direct your request to that party. You also have the right to lodge a complaint with a supervisory authority, but we encourage you to first contact us with any questions or concerns.
Apptentive complies with the EU-U.S. Privacy Shield Framework and the Swiss-U.S. Privacy Shield Framework as set forth by the U.S. Department of Commerce regarding the collection, use, and retention of personal information transferred from the European Union and Switzerland to the United States, respectively. Apptentive has certified to the Department of Commerce that it adheres to the Privacy Shield Principles with respect to such data. If there is any conflict between the terms in this Privacy Statement and the Privacy Shield Principles, the Privacy Shield Principles shall govern. To learn more about the Privacy Shield program, and to view our certification, please visit https://www.privacyshield.gov/.
With respect to personal data received or transferred pursuant to the Privacy Shield Frameworks, Apptentive is subject to the regulatory and enforcement powers of the U.S. Federal Trade Commission.
Pursuant to the Privacy Shield Frameworks, EU and Swiss individuals have the right to obtain our confirmation of whether we maintain personal information relating to you in the United States. Upon request, we will provide you with access to the personal information that we hold about you. You may also correct, amend, or delete the personal information we hold about you. An individual who seeks access, or who seeks to correct, amend, or delete inaccurate data transferred to the United States under Privacy Shield, should direct their query to email@example.com. If requested to remove data, we will respond within a reasonable timeframe.
We will provide an individual opt-out choice, or opt-in for sensitive data, before we share your data with third parties other than our agents, or before we use it for a purpose other than which it was originally collected or subsequently authorized. To request to limit the use and disclosure of your personal information, please submit a written request to firstname.lastname@example.org.
In certain situations, Apptentive may be required to disclose an individual’s personal information in response to a lawful request by public authorities, including to meet national security or law enforcement requirements.
If third-party agents process personal information on our behalf in a manner inconsistent with the principles of either Privacy Shield Framework, we remain liable unless we prove we are not responsible for the event giving rise to the damage.
In compliance with the Privacy Shield Principles, Apptentive commits to resolve complaints about your privacy and our collection or use of your personal information. European Union or Swiss individuals with inquiries or complaints regarding this Privacy Statement should first contact Apptentive at email@example.com, or:
c/o Apptentive Inc.
24 Roy St, #440
Seattle, WA, 98109-4018
Questions, comments or complaints regarding Apptentive’s Privacy Statement or data collection and processing practices can be mailed or emailed to the contact information set forth below.
Apptentive has further committed to refer unresolved privacy complaints under the Privacy Shield Principles to an independent dispute resolution mechanism, the BBB EU PRIVACY SHIELD. If you do not receive timely acknowledgment of your complaint, or if your complaint is not satisfactorily addressed, please visit http://www.bbb.org/EU-privacy-shield/for-eu-consumers for more information and to file a complaint. This service is provided free of charge to you.
If your Privacy Shield complaint cannot be resolved through the above channels, under certain conditions, you may invoke binding arbitration for some residual claims not resolved by other redress mechanisms. See Privacy Shield Annex 1 at https://www.privacyshield.gov/article?id=ANNEX-I-introduction.
Questions, comments or complaints regarding Apptentive’s Privacy Statement or data collection and processing practices can be mailed or emailed to:
Attn: Legal Department
24 Roy St, #440
Seattle, WA, 98109 -4018
Please note that this Privacy Statement may change from time to time. When we post changes to the statement, we will change the “Last Updated” date at the top of the statement. If we make material changes to the statement, we will provide notice or obtain consent regarding such changes as may be required by law.