Privacy Policy Effective August 6th, 2013

For the prior version of this document, click here.

Our Commitment To Privacy

This website and all of the tools and services offered on our website are owned and operated by ServiceRocket Inc., formerly known as CustomWare Asia Pacific (USA) Inc. (“ServiceRocket”). Your privacy on the Internet is of the utmost importance to us. At ServiceRocket, we want to make sure your experience online is both satisfying and safe. If you have any questions at any time please contact ServiceRocket at privacy@servicerocket.com.

This privacy policy (the “Policy”) explains how we collect and use visitors’ and customers’ information, particularly personal information, and the terms and conditions surrounding the capture and use of that information. By visiting our website www.servicerocket.com and/or purchasing and using our products and services such as TrainingRocket (collectively, the “Services”), you accept the practices described in this Policy. The use of information collected through our service shall be limited to the purpose of providing the service for which the Client has engaged ServiceRocket.

ServiceRocket has been awarded TRUSTe’s Privacy Seal signifying that this privacy policy and practices have been reviewed by TRUSTe for compliance with TRUSTe’s Program Requirements and the TRUSTed Cloud Program Requirements including transparency, accountability and choice regarding the collection and use of your personal information. TRUSTe’s mission, as an independent third party, is to accelerate online trust among consumers and organizations globally through its leading privacy trustmark and innovative trust solutions. If you have questions or complaints regarding our privacy policy or practices, please contact us at privacy@servicerocket.com.  If you are not satisfied with our response you can contact TRUSTe here .

The TRUSTe program covers our collection, use and disclosure of information we collect through our website, www.servicerocket.com and our platform, TrainingRocket. The use of information collected through our service shall be limited to the purpose of providing the service for which the Client has engaged ServiceRocket.

If contacting us does not resolve your complaint, you may raise your complaint with TRUSTe by Internet here, or by fax at 415-520-3420 or mail to TRUSTe Safe Harbor Compliance Dept., click for mailing address.  If you are faxing or mailing TRUSTe to lodge a complaint, you must include the following information: the name of company, the alleged privacy violation, your contact information, and whether you would like the particulars of your complaint shared with the company. For information about TRUSTe or the operation of TRUSTe’s dispute resolution process, click here or request this information from TRUSTe at any of the addresses listed above. The TRUSTe dispute resolution process shall be conducted in English.

ServiceRocket complies with the U.S. – E.U. Safe Harbor framework and the U.S. – Swiss Safe Harbor framework as set forth by the U.S. Department of Commerce regarding the collection, use, and retention of personal data from European Union member countries and Switzerland. ServiceRocket has certified that it adheres to the Safe Harbor Privacy Principles of notice, choice, onward transfer, security, data integrity, access, and enforcement.  To learn more about the Safe Harbor program, and to view ServiceRocket’s certification, please visit http://www.export.gov/safeharbor/.

The Information We Collect

This Policy applies to all information collected or submitted through our Services. The information we collect and use is limited to the purpose for which the customers engage ServiceRocket and other purposes expressly described in this Policy. For example: on our website, you can order products, make requests, and register to receive materials and/or sign up for services. The processing of your information or any information you provide through any of the Services will be done in accordance with the Policy. Personal Information means information or information set that identifies or could be used by or on behalf of ServiceRocket to identify an individual.

Personal information collected through the use of our Services might include:

  • Name
  • Address
  • Email address
  • Phone number
  • Organization name
  • Credit/Debit Card Information

Through our Services, you can also submit information about other people. For example, if you register someone else for a ServiceRocket course, or someone else, other than you, is paying for it, you will need to submit their information. In this circumstance, personal information collected might include:

  • Name
  • Address
  • Email address
  • Phone number
  • Organization name
  • Credit/Debit Card Information

On occasions, we may source personal information from a third party or a publicly-available source. If you have not given your prior consent to us collecting your personal information from a third party, we will take reasonable steps to inform you that it has done so. As a general rule, we do not collect sensitive information about you. However, if we need sensitive information from you for any reason then we will only collect it if you consent to this. We require an opt-in consent for sharing any sensitive information.

We don’t sell information collected from you EVER.

The Way We Use Information

We use the information you provide about yourself when placing an order ONLY to complete that order. We do not share this information with outside parties except to the extent necessary to complete that order. For example we may share your personal information with our third party service providers such as credit card processors, to provide the necessary services we use to operate the Services.

We use the information you provide about someone else when placing an order only to complete that order. We do not share this information with outside parties except to the extent necessary to complete that order.

We may also disclose your personal information as required by law such as to comply with a subpoena, if ServiceRocket is involved in a merger, acquisition, or sales of all or a portion of its assets, you will be notified via email and/or a prominent notice on our Web site of any change in ownership or uses of your personal information, as well as any choices you may have regarding your personal information.

We use return email addresses to answer the email we receive. Such addresses are not used for any other purpose and are not shared with outside parties. In the event any of your information is shared with an outside third party for the purposes stated herein, we require such third party to adhere in a written agreement to at least the same level of privacy protection as we afford you and as required by the relevant principles.

We use non-identifying and aggregate information to better design our website. We use tracking information to determine which areas of our websites users like and don’t like based on traffic to those areas. We do on occasion track what individual users read to determine if a particular article has been read and if such subject matter is interesting to our users.

Finally, we NEVER use or share the personally identifiable information provided to us online in ways unrelated to the ones described above without also providing you an opportunity to opt-out or otherwise prohibit such unrelated uses. To this end, we would alert you prior to such disclosure and allow you to either electronically as part of the notification or in writing, to opt-out or prohibit us from sharing such information.

Our Commitment To Data Quality

We take reasonable steps to ensure that the personal information our Services collect is accurate, up to date and complete. In circumstances where your personal information has changed please contact us to enable us to update and correct the information. We may also contact you from time to time to check our record of your personal information is still correct.

Our Commitment To Data Security

To prevent unauthorized access, maintain data accuracy, and ensure the correct use of information, we have put in place appropriate physical, electronic, and managerial procedures to safeguard and secure the information we collect online. We use industry standard methods of securing our electronic databases of personal information. For example sensitive customer information is transferred via industry standard Secure Sockets Layers (SSL) and our databases are protected by 2 layers of firewalls. Except as provided elsewhere in this Policy, we limit access to personal information in electronic databases to those people in our organization that have a business need for such access. Your privacy is very important to us. Due to factors beyond our control, we cannot fully ensure that your personal information will not be disclosed to third parties other than those mentioned above. For example: we may be legally required to disclose information to the government or a third party under certain circumstances such as responding to a subpoena, court order or to exercise our legal rights or defend against legal claims, or third parties may unlawfully intercept or access transmissions or private communications.

The moment we successfully collect the payment from you, your Credit Card information is purged from our system.

Our Commitment To Children’s Privacy

Protecting the privacy of the very young is especially important to ServiceRocket. For that reason, we never collect or maintain information at our website from those we actually know are under 13, and no part of our website is structured to attract anyone under 13.

Special Notification for California Residents

California Civil Code Section 1798.83, also known as the Shine The Light law, permits our clients who are California residents to request and obtain from us once a year, free of charge, information about the personal information (if any) we disclosed to third parties for direct marketing purposes in the preceding calendar year. To obtain such information, please contact us.

Information Collected on our Website

By using our Services, you consent to the terms of this Policy. If you do not agree with any term of this Policy, please do not use our Services. You are advised that there are inherent risks in transmitting information across the internet. We gather information about our website users collectively. Such information includes the areas that users visit, and the services that users access, most frequently. We will only use this data anonymously and in the aggregate. By doing so, we can optimize the services our website provides to our customers. We may also collect personal information that individuals choose to provide via online forms or by email. Any personal information provided online is treated in the same manner as any personal information collected through other means.

Choice/Opt-Out

You may choose to stop receiving our newsletter or marketing emails by following the unsubscribe instructions included in these emails or you can contact us at privacy@servicerocket.com.

Our Website and Cookies

‘Cookies’ are data that a website transfers to an individual’s hard drive for record-keeping purposes. Cookies can facilitate a user’s ongoing access to, and use of, a website. Cookies allow us to track usage patterns and to compile data that can help us improve the content of its website. Some of the Cookies are essential for you use of the services. Except for ‘essential’ Cookies, all Cookies will expire after you sign out/leave our website. If you do not want your information to be collected through the use of Cookies, there is a simple procedure in most browsers that allows you to deny or accept the Cookie feature. The decision to disable Cookies, however, may prevent you from being able to use certain portions of the website. As previously mentioned, you should note, however, that Cookies may be necessary to provide you with features such as registered services.

Our service providers use cookies to make it easier for you to navigate our site, and use the shopping cart. The use of cookies by our service providers is not covered by our privacy policy.  We do not have access or control over these cookies.

Our Web pages contain electronic images known as Web beacons (sometimes called single-pixel gifs) and are used along with cookies to compile aggregated statistics to analyze how our site is used and may be used in some of our emails to let us know which emails and links have been opened by recipients. This allows us to gauge the effectiveness of our customer communications and marketing campaigns.

Widgets

Our Web site includes 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 site]. These Features may collect your IP address, which page you are visiting on our site, 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 our Site. Your interactions with these Features are governed by the privacy policy of the company providing it.

Blogs

Anytime you post on our blog please be aware that you are posting using a third party application and we have no access or control over this information.

To request removal of your personal information from our blog, you can either log into the third party application and remove your comment or you can contact the appropriate third party application. Your interaction with these features is governed by the privacy policy of the company providing it.

Accessing and Updating your Information

Whenever you use our Services, we aim to provide you with access to your personal information. If that information is wrong, we strive to give you ways to update it quickly or to delete it – unless we have to keep that information for legitimate business or legal purposes. When updating your personal information, we may ask you to verify your identity before we can act on your request.

We may reject requests that are unreasonably repetitive, require disproportionate technical effort (for example, developing a new system or fundamentally changing an existing practice), risk the privacy of others, or would be extremely impractical (for instance, requests concerning information residing on backup tapes).

Where we can provide information access and correction, we will do so for free, except where it would require a disproportionate effort. Please contact us at privacy@servicerocket.com. We will respond to such queries within 30 business days.

Data Retention

We will retain personal information we process on behalf of yourself for as long as needed to provide the Services to you, subject to our compliance with this Policy. We may further retain and use the information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.

Links to Other Web Sites

Our Site includes links to other Web sites whose privacy practices may differ from those of ServiceRocket. If you submit personal information to any of those sites, your information is governed by their privacy statements. We encourage you to carefully read the privacy statement of any Web site you visit.

Changes to This Policy

If we make any material changes to this Policy, we will notify you by email or by posting a prominent notice on our website prior to the changes becoming effective. We encourage you to periodically review this page for the latest information on our privacy practices. We will also keep prior versions of this Policy in an archive for your review. Your continued use of the Services constitutes your agreement to be bound by the changes to the Policy. Your only remedy if you do not accept the terms of this Policy is to discontinue use of the Services.

Enforcement

We regularly review our compliance with our Policy. When we receive formal written complaints, we will contact the person who made the complaint to follow up. We work with the appropriate regulatory authorities, including local data protection authorities, to resolve any complaints regarding the transfer of personal data that we cannot resolve with our users directly.

How To Contact Us

Please contact us if you have one of the following requests:

  • if you would like to access your personal information collected by us
  • if you would like us to change any of your personal information
  • if you would like your personal information removed from our database
  • if you have a general query relating to this Policy

To assist us with your request, please provide sufficient information (for example: name, address and contact details) to enable us to locate your record on its database. We will use commercially reasonable efforts to fulfill your request in a timely manner, but no more than 30 business days.

Should you have other questions or concerns about our Policy, please contact us at privacy@servicerocket.com or:

ServiceRocket Inc.
Attn: Privacy Officer
2741 Middlefield Rd, Suite 200
Palo Alto, CA 94306
UNITED STATES

Information Related to Data Collected through TrainingRocket

ServiceRocket collects information under the direction of its Clients, and has no direct relationship with the individuals whose personal data it processes.

Choice

We collect information for our clients, if you are a customer of one of our Clients and would no longer like to be contacted by one of our Clients that use our service, please contact the client that you interact with directly.

Service Provider, Sub-Processors/Onward Transfer

ServiceRocket may transfer personal information to companies that help us provide our service. Transfers to subsequent third parties are covered by the provisions in this Policy regarding notice and choice and the service agreements with our Clients

Access to Data Controlled by our Clients

ServiceRocket has no direct relationship with the individuals whose personal data it processes. An individual who seeks access, or who seeks to correct, amend, or delete inaccurate data should direct his query to the ServiceRocket’s Client (the data controller). If the Client requests ServiceRocket to remove the data, we will respond to their request within 30 business days.

Data Retention

ServiceRocket will retain personal data we process on behalf of our Clients for as long as needed to provide services to our Client. ServiceRocket will retain and use this personal information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.