It’s our job to protect the privacy of our users, and we take that very seriously. We work hard to create products that provide fantastic user experiences and believe that respecting your privacy is an important part of doing that. In this document, we’ll describe the information we collect and how it’s used and shared.
Effective as of May 15, 2020.
What do we mean by personal information?
In this Policy, Personal Information means information, or an information set, that identifies or could be used by or on behalf of ClientSuccess to identify an individual and includes Personal Data. Except as described in this Policy, ClientSuccess will not give, sell, rent or loan any personal information to any third party.
What information do we collect?
A. Personal Data You Provide to Us: We may receive and store any information you provide to us. When you register for the Service, we ask for personal information such as your name, address, phone number, email address and credit card information, as well as certain related information like your company name and website name. We also collect personal information such as an email address and a name or alias of any agents or end-users you authorize to log into and utilize the Service in connection with your account and a password from these Agents when they first access the service. ClientSuccess uses a third-party intermediary to manage credit card processing. This intermediary is not permitted to store, retain, or use your billing information for any purpose except for credit card processing on ClientSuccess’ behalf.
ClientSuccess may use the personal information provided to operate the Service and tailor its customers needs, for billing, identification and authentication, to contact and communicate with you and your Agents about the Service and your and their use of the Service, send marketing materials (subject to your opt-out option), for research purposes, and to generally improve the content and functionality of the Service. We may share your personal information with third parties (including our service providers and government entities) to detect, prevent, or otherwise address fraud or security or technical issues.
B. Your customers’ Personal Data: You may submit various types of information and data into the Services for hosting and processing purposes (“Customer Data”). Customer Data may include, without limitation, (a) personal information such as names, email addresses and phone numbers of your end-user customers, potential customers and other users of and visitors to your websites, apps and other properties, which information may be input into the Services by you or collected by the Services using ClientSuccess tags, scripts and other code implemented on such properties, and (b) information contained in communications between you and your customers using features of the Services. We will only use, disclose and otherwise process Customer Data for the purposes set forth in your agreement with us for the provisioning of the Services (“Terms of Service”).
As is true with most websites, ClientSuccess gathers certain information automatically and stores it in log files. This information includes internet protocol addresses as well as browser, internet service provider, referring/exit pages, operating system, date/time stamp, and clickstream data. Occasionally, we may collect personal information to information gathered in our log files, as necessary to improve the Service for individual customers. Otherwise, we generally use this information as we would any Usage Data, to analyze trends, administer and maintain the Service, or track usage of various features within the Service.
A cookie is a small software file stored temporarily or placed on your computers hard drive. The main purpose of a cookie is to allow a web server to identify a users computer and web browser, and tailor web pages and/or login information to their preferences. Cookies help us promptly display the information needed to use the capabilities of the Service and other information which we consider to be of interest to visitors to the ClientSuccess Websites and users of the Service. By gathering and remembering information about website preferences through cookies, we can provide a better web and marketing experience. Cookies don’t give us access to user’s computers, and the information we collect through cookies doesn’t include personal information.
When your agents or end-users use the Service we utilize session cookies, which allow us to uniquely identify your browser while you are logged in and to process your online transactions. Session cookies disappear from your computer when the web browser is closed or the computer is turned off. We also utilize persistent cookies to identify ClientSuccess Agents and End Users and make it easier for them to log into and use the Service. Persistent cookies remain on computers after the web browser is closed or the computer is turned off.
We utilize various categories of cookies, which are summarized below along with the options available to you to manage them.
Essential: Essential cookies are those that are critical to the functionality of the Service. We use these cookies to keep an agent or end-user logged into the Service and remember relevant information when the agent or end-user returns to the Service.
Functional: We use functional cookies to track agents and end-users activities in the Service, understand their preferences and improve their user experience. These cookies can also be used to remember configurations of the Service that our customers can customize.
Marketing: We engage third party providers to serve a variety of marketing cookies that enable us to track and analyze usage, navigational and other statistical information from visitors to the ClientSuccess Websites. This information does not include personal information though we may re-associate this information with personal information we have collected when it is received. Marketing cookies are also used to track the performance of our advertisements and are employed by third-party advertising networks that we utilize. These advertising networks follow online activities of visitors to the ClientSuccess Websites and use this information to inform, optimize and serve tailored advertisements on the ClientSuccess Websites or on other websites they visit that we believe would most effectively promote the Service to you. We also use third parties to collect information that assists us in other methods of remarketing our Service to visitors to the ClientSuccess Websites, including customized email communications.
Many jurisdictions require or recommend that website operators inform users as to the nature of cookies they utilize and, in certain circumstances, obtain the consent of their users to the placement of certain cookies. If you are a customer of ClientSuccess, it is your responsibility to inform the individuals with whom you interact using the Service, including your agents and end-users as to the types of cookies utilized in the Service and, as necessary, to obtain their consent. If you require more specific information as to the nature of the cookies utilized in the Service for purposes of fulfilling these obligations, please contact us by email at firstname.lastname@example.org.
We also may employ web beacons to help us better manage content in the Service by informing us what content is effective. Web beacons are tiny graphics with a unique identifier, similar in function to cookies, and are used to track the online movements of internet users. Unlike cookies, which are stored on a user’s computer hard drive, web beacons are embedded invisibly on websites. We tie the information gathered by web beacons to personal information we otherwise collect, and use them in our HTML-based emails to learn which emails have been opened by recipients. This allows us to gauge the effectiveness of our marketing campaigns as well as to operate and improve the Service. You can opt-out of these emails by following the unsubscribe instructions within such marketing emails.
Do Not Track Signals
We do not currently respond to web browsers Do Not Track signals that provide a method to opt-out of the collection information about visitor’s activities on the ClientSuccess Website and Service, and across other websites. If we do so in the future, we will provide all relevant information in this Policy.
Use of Your Information
We will never sell your data to third parties. However, in the course of business, we may hire third-party individuals and organizations to help us make the ClientSuccess Services better. These third parties include our web host provider, other SaaS providers, such as an email hosting service, payment processors, or outside contractors we hire to perform marketing, maintenance, or assist us in securing our website. We may also hire third parties to operate, maintain, repair, or otherwise improve or preserve our website or its underlying files or systems.
ClientSuccess may disclose Personal Information and Potential PII only to those of its employees and third-party organizations that (1) need to know such information in order to process it on ClientSuccess’s behalf or to provide services as described above and (2) have agreed not to disclose it to any other parties without ClientSuccess’s consent. Some of those employees, contractors and affiliated organizations may be located outside of your home country; by using the Site and/or the Service, you consent to the transfer of information to such individuals and organizations in order to accomplish these purposes.
Before using or sharing your information with non-agent third parties in ways not discussed here or previously authorized by you, we will provide you Notice and an opportunity to control the further use or disclosure of your personal information.
ClientSuccess has potential liability in cases of onward transfer to third parties of data of EU and Swiss individuals received pursuant to the Privacy Shield Principles.
If you are a registered user of the Service and have supplied your email address, ClientSuccess may occasionally send you an email to tell you about new features, solicit your feedback, or just keep you up to date with what’s going on with ClientSuccess and our products. If you send us a request (for example via a support email or via one of our feedback mechanisms), we reserve the right to publish it in order to help us clarify or respond to your request or to help us support other users. ClientSuccess takes all measures reasonably necessary to protect against the unauthorized access, use, alteration, or destruction of Personal Information and Potential PII.
Disclosure for Law Enforcement
Under certain circumstances, ClientSuccess may be required to disclose your Personal Data if required to do so by law or in response to valid requests by public authorities (e.g. a court or a government agency).
ClientSuccess may disclose your Personal Data in the good faith belief that such action is necessary to:
- To comply with a legal obligation
- To protect and defend the rights or property of ClientSuccess
- To prevent or investigate possible wrongdoing in connection with the Service
- To protect the personal safety of users of the Service or the public
- To protect against legal liability
Right to Access, Update, or Remove Your Information
ClientSuccess, Inc. aims to take reasonable steps to allow you to correct, amend, delete, or limit the use of your Personal Data.
Whenever made possible, you can update your Personal Data directly within your account settings section. If you are unable to change your Personal Data, please contact us to make the required changes.
If you wish to be informed what Personal Data we hold about you and if you want it to be removed from our systems, please contact us at email@example.com
In certain circumstances, you have the right:
- To access and receive a copy of the Personal Data we hold about you
- To rectify any Personal Data held about you that is inaccurate
- To request the deletion of Personal Data held about you
You have the right to data portability for the information you provide to ClientSuccess, Inc.. You can request to obtain a copy of your Personal Data in a commonly used electronic format so that you can manage and move it.
Please note that we will ask you to verify your identity before responding to such requests.
If you interact with one of our Customers and you seek to access, or correct, amend, or delete inaccurate data or no longer want to be contacted by one of our Customers, you should direct your inquiry to the Customer because the Customer is the data controller. If the Customer requests ClientSuccess to remove the Personal Information, we will promptly respond to their request.
Links to Other Websites
The Service contains links to websites and applications other than the Service, including websites and applications operated by affiliates and other third parties (Third Party). Please be aware that we do not determine and we are not responsible for the privacy practices or content of websites and applications operated by Third Parties. We encourage you to be aware when you leave the Service, and read the privacy statements of Third Party websites and applications linked to the Service. ClientSuccess does not endorse and is not responsible for the practices of these Third Parties or their websites or applications. This Policy applies only to information collected by the Service.
The Service (including the ClientSuccess Websites) offers publicly-accessible blogs or community forums. You should be aware that any information provided in these areas may be read, collected, and used by others who access them. To request removal of your personal information from our blog or community forum, contact us at firstname.lastname@example.org. In some cases, we may not be able to remove your personal information, in which case we will let you know if we are unable to do so and why.
From time to time, we post customer testimonials on the ClientSuccess Websites which may contain personal information. We obtain the customers consent to post their names along with their testimonials.
Protection of Information
ClientSuccess is committed to ensuring the security of your personal information. We utilize appropriate precautions to protect the confidentiality and security of the personal information within the Service by employing technical, physical, and organizational safeguards and carefully-developed security procedures. For example, when you enter confidential information (such as login credentials or information submitted from within the Service) we encrypt the transmission of that information using secure socket layer technology (SSL). These technologies, procedures, and other measures are used in an effort to ensure that your data is safe, secure, and only available to you and to those you authorized to access your data. However, no internet, e-mail, or other electronic transmission is ever fully secure or error-free, so you should take care in deciding what information you send to us in this way.
Hosting and Data Transfer
We are based in the United States, but, unless we expressly agree otherwise (including through our Terms), we may host and process data, including personal information, in the United States and in other countries through ClientSuccess and third parties that we use to operate and manage the Service. When you access or use the Service, or otherwise provide information to us, you are consenting, on behalf of you and your authorized Agents or End-Users, (and representing that you have the authority to provide such consent) to the processing and transfer of information in and to the United States and other countries which may have different privacy laws from your or their country of residence.
We process and store information on behalf of our customers. If you are an individual interacting with a customer of the Service and would no longer like to be contacted by that customer, please contact that customer directly. If you are a ClientSuccess customer and would like to opt-out of getting marketing communications from ClientSuccess please contact us at email@example.com or follow the unsubscribe instructions included in each marketing email. Requests to opt-out of transfers to our third-party vendors may also be submitted, but limitations on data sharing may make it difficult or impossible to provide the Service in this manner.
ClientSuccess will retain personal information we process on behalf of our customers or collect directly from our customers for as long as needed to provide Service to our customers, subject to our compliance with this Policy or with other laws and regulations. We may further retain and use this personal information as necessary to comply with our legal obligations, maintain accurate accounting, financial and other operational records, resolve disputes, and enforce our agreements.
Children’s Personal Information
ClientSuccess does not knowingly collect any personal information from children under the age of 13. If you are under the age of 13, please do not submit any personal information through our Service. We encourage parents and legal guardians to monitor their children’s Internet usage and to help enforce our Policy by instructing their children never to provide personal information on our Service without their permission. If you have reason to believe that a child under the age of 13 has provided personal information to ClientSuccess through our Service, please contact us, and we will use commercially reasonable efforts to delete that information from our databases.
ClientSuccess may assign or transfer this Policy, and your user account and related information and data, including any personal information, to any person or entity that acquires all or substantially all of the business, stock or assets of, or is merged with ClientSuccess.
International Transfer of Data; EU-U.S. and Swiss-U.S. Privacy Shield
In compliance with the Privacy Shield Principles, ClientSuccess commits to resolve complaints about our collection or use of your personal information. EU individuals with inquiries or complaints regarding our Privacy Shield policy should first contact ClientSuccess at firstname.lastname@example.org.
ClientSuccess has further committed to cooperate with the panel established by the EU data protection authorities (DPAs) with regard to unresolved Privacy Shield complaints concerning data transferred from the EU and the Swiss Federal Data Protection and Information Commission (FDPIC) for Swiss data.
Under certain limited conditions, if your complaint is not resolved through these channels, it may be possible for individuals to invoke binding arbitration before the Privacy Shield Panel to be created by the U.S. Department of Commerce and the European Commission.
ClientSuccess is subject to the investigatory and enforcement powers of the Federal Trade Commission (FTC).
If we make any material changes to this Policy, we will notify you by email or by posting a prominent notice on the ClientSuccess Websites. We encourage you to periodically review this page for the latest information on our privacy practices. Your continued use of the Service constitutes your agreement to be bound by such changes to this Policy. Your only remedy, if you do not accept the terms of this Policy, is to discontinue use of the Service.
If you have questions regarding this Policy or about the privacy practices of ClientSuccess, please contact us by email at email@example.com, or at:
Attn: Privacy Officer
2901 W. Blue Grass Blvd, STE 420
Lehi, UT 84043