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ServiceRocket Inc., formerly known as CustomWare Asia Pacific (USA) Inc., and its subsidiaries and affiliated companies (collectively "ServiceRocket", "we", "us", and/or "our") are committed to protecting the privacy of individuals who interact with us, such as our website visitors, customers, business partners, leads and prospects, recipients of our marketing communications, end users and event attendees (“you” and/or “your”).
ServiceRocket Inc. is the controller of your personal information as described in this Policy, unless otherwise specified.
This privacy policy (the "Policy" or the "General Privacy Policy") explains how we collect and process your personal information for our own purposes when you:
When we refer to any combination of the above, we use the term “Services”.
In connection with the provision of specific Services, we may provide additional "just-in-time" disclosures or additional information about our data processing practices. These notices may supplement this Policy or clarify ServiceRocket's privacy practices in the circumstances described or may provide you with additional choices about how ServiceRocket processes your personal information.
This Policy does not apply to the following:
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 (see "How to Contact Us" Section 17 below for more information).
When you access or use our Services, you acknowledge that you have read this Policy and understand its content. Your use of our Services and any dispute over privacy is subject to this Policy, and any applicable service terms (including any applicable limitations on damages and the resolution of disputes).
We recommend that you read this Policy in its entirety to ensure you are fully informed. However, in order to simplify the reading, we have included quick links to each section below:
1. About ServiceRocket
2. The Personal Information We Collect
3. How We Use Your Personal Information
4. How We Share Your Personal Information
5. How Long We Keep Your Personal Information
6. Our Commitment To Data Quality
7. Our Commitment To Data Security
8. Our Commitment To Children’s Privacy
9. "Do Not Track" Signals
10. Transfers of Your Personal Information
11. EU-U.S. and Swiss – U.S. Privacy Shield
12. Your Privacy Rights and Choices
13. Third Party Links and Features
14. Supplemental Privacy Disclosures for California Residents
15. Accessibility
16. Changes to This Policy
17. How To Contact Us
ServiceRocket is a global company headquartered in Palo Alto, California. ServiceRocket is a trusted partner to thousands of enterprises including Atlassian, Salesforce and Meta. As a tech-enabled services company, our people and technology reduce complexity and accelerate growth. Customer success is at the heart of what we do.
Our diverse team of Rocketeers collaborate across Asia, Australia, Europe, North and South America. Their commitment, to the success of our partners, customers and each other, fuels The Rocket.
For more information on what we do, please see here.
The personal information we collect depends on the context of your interactions with ServiceRocket and the choices you make, the Services and features you use, your location, and applicable laws, but can include the following:
Personal Information You Provide To Us. We collect any personal information you provide when you interact with us, such as when you order products, make requests, register to receive materials, sign up for services and/or apply for a position through our website. This information may vary depending on how you interact and what you choose to share with us, and includes:
We may also record or monitor our telephone or other communications with you, to the extent permitted by applicable law.
Providing your personal information is optional, but it may be necessary for certain Services or features. In such cases, if you do not provide your personal information, we may not be able to provide you with the requested Service or feature.
Through our Services, you can also submit information about other individuals. 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 personal information. In this circumstance, you should first notify the individual and share a copy of this Policy with them.
Personal Information We Collect Automatically. We automatically collect certain types of personal information when you interact with us, such as when you visit our website or interact with emails we have sent you. We use common information gathering tools, such as tools for collecting cookies and similar tracking technologies to automatically collect information that may contain personal information from your computer or mobile device. This information includes:
For more information on our use of cookies and other tracking technologies, review our Cookie Policy.
We do link this automatically collected data to other information we collect about you. We may combine this automatically collected log information with other information we collect about you. We do this to improve the services we offer you, to improve marketing, analytics, or site functionality.
Personal Information We Collect From Other Sources. On occasions, we may source your personal information from a third party or a publicly-available source. We may combine this information with personal information that you provide. This information includes:
Referrals. If you choose to use our referral service to tell a friend about our website, we will ask you for your friend’s name and email address. We will automatically send your friend a one-time email inviting him or her to visit the website. ServiceRocket stores this information for the sole purpose of sending this one-time email and tracking the success of our referral program. Your friend may contact us at privacy@servicerocket.com (see "How to Contact Us" Section 17 below for more information) to request that we remove this information from our database.
Through our "import contacts" feature on our Learndot product we may collect the name, email address, phone number, birthdate, account name, title, and password help text, of specified contacts that you provide in order to create contact records in your particular Learndot instance on your behalf to allow you to designate access to learning content inside of our Learndot product. When you provide us with personal information about your contacts we will only use this information for the specific reason for which it is provided.
If you would like to request that it be removed at any time from our database, please contact us at privacy@servicerocket.com (see "How to Contact Us" Section 17 below for more information).
We use your personal information for a variety of purposes and on the legal bases described in this Policy or disclosed to you in our Services. If you are located in the European Economic Area or in the United Kingdom, note that we will only process your personal information if we have a legal basis to do so, as provided below.
In carrying out these purposes, we combine data we collect from different contexts or that we obtain from third parties to give you a more seamless, consistent, and personalized experience, to make informed business decisions, and for other legitimate purposes.
We do not share your personal information with third parties, other than as follows:
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 may also share aggregated or de-identified usage data with third parties to help us perform analysis and make improvements. Additionally, we may share anonymous usage data on an aggregate basis in the normal course of operating our business; for example, we may share information publicly to show trends in the use of our Services.
Any personal information or other information you choose to submit in communities, forums, blogs, or chat rooms on our websites may be read, collected, and used by others who visit these forums, depending on your account settings.
For further information on the recipients of your personal information, please contact us at privacy@servicerocket.com (see "How to Contact Us" Section 17 below for more information).
We keep your personal information to enable your continued use of the Services, for as long as it is required in order to fulfill the relevant purposes described in this Policy, 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 Services, actual retention periods can vary significantly. We determine the appropriate retention period for personal information based on the amount, nature and sensitivity of your personal information processed, the potential risk of harm from unauthorized use or disclosure of your personal information and whether we can achieve the purposes of the processing through other means, as well as applicable legal requirements (such as applicable statutes of limitation).
After expiry of the applicable retention periods, your personal information will be deleted. If there is any data that we are unable, for technical reasons, to delete entirely from our systems, we will put in place appropriate measures to prevent any further use of that data.
For further information on applicable data retention periods, please contact us at privacy@servicerocket.com (see "How to Contact Us" Section 17 below for more information).
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 at privacy@servicerocket.com (see "How to Contact Us" Section 17 below for more information) 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.
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 personal information we collect. We use industry standard methods of securing our electronic databases of personal information. 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. However, due to factors beyond our control, no security measure or modality of data transmission over the Internet is 100% secure. Although we strive to use commercially acceptable means to protect your personal information, we cannot guarantee absolute security. You are solely responsible for protecting your password, limiting access to your devices, and signing out of websites after your sessions. If you have any questions about our security practices, please contact us at privacy@servicerocket.com (see "How to Contact Us" Section 17 below for more information).
Our Services are not intended for children under 16 years of age. We do not knowingly collect, process or disclose personal information from children under 16. If you are a parent or guardian and you learn that your children under 16 have provided us with personal information, please contact us at privacy@servicerocket.com (see "How to Contact Us" Section 17 below for more information).
Some internet browsers incorporate a “Do Not Track” feature that signals to websites you visit that you do not want to have your online activity tracked. Given that there is not a uniform way that browsers communicate the “Do Not Track” signal, the website does not currently interpret, respond to or alter its practices when it receives “Do Not Track” signals.
Personal information we collect may be stored and processed in your region, in the United States or in any other country where we or our affiliates, subsidiaries or service providers maintain facilities. We take steps designed to ensure that the data we collect under this Policy is processed as described in this Policy and according to applicable law wherever the data is located.
We may transfer personal information from the European Economic Area ("EEA"), United Kingdom ("UK"), and Switzerland (collectively "Europe") to other countries that may not have the same level of data protection that applies in your jurisdiction. In these cases, we use a variety of legal mechanisms to ensure that the recipient of your personal information offers an adequate level of protection, including entering into the standard contractual clauses for the transfer of European data approved by the European Commission or the appropriate authority, or where required, we will ask you for your prior consent.
While no longer relying on these frameworks as a lawful mechanism to transfer your personal information, ServiceRocket Inc. (and its parent company, ServiceRocket Global, Inc.) participates in and has certified its compliance with the EU-U.S. Privacy Shield Framework and the Swiss-U.S. Privacy Shield Framework. ServiceRocket's participation in the Privacy Shield applies to all personal information that is subject to our Policy and that is received from the European Economic Area or Switzerland and processed by ServiceRocket. We will comply with the Privacy Shield Principles in respect of such personal information. To learn more about the Privacy Shield Framework, visit the U.S. Department of Commerce’s Privacy Shield List (https://www.privacyshield.gov).
Information about the types of third parties to which we disclose your personal information, the purposes for which we do so and the transfer mechanisms implemented are described in the sections above. ServiceRocket is responsible for the processing of personal information it receives, under the Privacy Shield Framework, and subsequently transfers to a third party acting as an agent on its behalf. ServiceRocket complies with the Privacy Shield Principles for all onward transfers of personal information from the EU and Switzerland, including the onward transfer liability provisions.
With respect to personal information received or transferred pursuant to the Privacy Shield Framework, ServiceRocket is subject to the regulatory enforcement powers of the U.S. Federal Trade Commission. In certain situations, ServiceRocket may be required to disclose personal information in response to lawful requests by public authorities, including to meet national security or law enforcement requirements.
In compliance with the EU-US and Swiss-US Privacy Shield Principles, ServiceRocket commits to resolve complaints about your privacy and our collection or use of your personal information. European individuals with inquiries or complaints regarding this Policy should first contact ServiceRocket.
If you have an unresolved privacy or data use concern that we have not addressed satisfactorily, please contact our U.S.-based third party dispute resolution provider (free of charge) at https://feedback-form.truste.com/watchdog/request.
Under certain conditions, more fully described on the Privacy Shield website https://www.privacyshield.gov, you may invoke binding arbitration when other dispute resolution procedures have been exhausted. We reserve the right to amend this section from time to time consistent with the Privacy Shield's requirements.
Your Rights. Where we are acting as a controller, and depending on your location and subject to applicable law, you may have the following rights regarding the personal information we control about you:
If you would like to exercise your rights (for which we reserve the right to charge you a fee, where permitted by applicable law), please contact us at privacy@servicerocket.com (see "How to Contact Us" Section 17 below for more information). We will review and process your request in accordance with our obligations under applicable law.
Your Preferences for Email Marketing. You may sign-up to receive emails, newsletters or other forms of communications that we may provide from time to time. If you would like to discontinue receiving this content (opt-out), you may update your marketing preferences by using the "Unsubscribe" link found in emails we send to you or at your member profile on our website or by contacting us at privacy@servicerocket.com (see "How to Contact Us" Section 17 below for more information). If you choose to no longer receive marketing information, we may still communicate with you regarding such things as your security updates, product functionality, responses to service requests, or other transactional, non-marketing purposes.
You can also send requests about changes to your information or your contact preferences, including requests to opt-out of sharing your personal information with third parties, by contacting us at privacy@servicerocket.com (see "How to Contact Us" Section 17 below for more information).
Behavioral Targeting / Re-Targeting. As described in this Privacy Policy, ServiceRocket and/or third parties on our digital propert(ies) may use cookies and similar tracking technologies to collect information and infer your interests for interest-based advertising purposes. If you would prefer to not receive personalized ads based on your browser or device usage, you may generally express your opt-out preference to no longer receive tailored advertisements. Please note that you will continue to see advertisements, but they will no longer be tailored to your interests.
To opt-out of interest-based advertising by participating companies in the following consumer choice mechanisms, please visit:
-Digital Advertising Alliance (DAA)’s self-regulatory opt-out page (http://optout.aboutads.info/) and mobile application-based "AppChoices" download page (https://youradchoices.com/appchoices)
-European Interactive Digital Advertising Alliance (EDAA)'s consumer opt-out page (http://youronlinechoices.eu)
-Network Advertising Initiative (NAI)’s self-regulatory opt-out page (http://optout.networkadvertising.org/).
In the mobile environment, most mobile operating systems offer device-based opt-out choices that are transmitted to companies providing interest-based advertising. To set an opt-out preference for a mobile device identifier (such as Apple's IDFA or Android's GAID), visit the device manufacturer's current choice instructions pages, or read more about sending signals to limit ad tracking for your operating system here: http://www.networkadvertising.org/mobile-choices.
Please note that these settings must be performed on each device (including each web browser on each device) for which you wish to opt-out, and if you clear your cookies or if you use a different browser or device, you will need to renew your opt-out preferences.
Testimonials. We display personal testimonials of satisfied customers on our website in addition to other endorsements. With your consent, we may post your testimonial along with your name. If you wish to update or delete your testimonial, you can contact us at privacy@servicerocket.com (see "How to Contact Us" Section 17 below for more information).
Any products, services, websites or content that are offered by third parties (including through integrations with ServiceRocket Services), are governed by their own respective privacy policies. If you submit personal information to any of those third parties, your personal information is governed by their privacy policies. We encourage you to carefully read the privacy policy of any websites you visit.
Social Media Features. Our website 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 website. These features may collect your IP address, which page you are visiting on our website, 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 website. 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 personal 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.
These supplemental privacy disclosures for California Residents ("Supplemental Disclosures") are provided by ServiceRocket Inc. and apply solely to residents of the State of California with respect to personal information ServiceRocket processes as a business. Any terms defined in the California Consumer Privacy Act of 2018, as amended from time to time, including by the California Privacy Rights Act of 2020 and its implementing regulations (collectively, the “CCPA”) have the same meaning when used in these disclosures. These Supplemental Disclosures do not reflect our collection, use, or disclosure of California residents’ personal information, or data subject rights, where an exception or exemption under the CCPA applies. These Supplemental Disclosures supplement our General Privacy Policy by explaining your privacy rights if you are a California resident, providing our “notice at collection,” and providing certain mandated disclosures about our treatment of California residents’ information, both online and offline. Accordingly, these Supplemental Disclosures should be read in conjunction with our General Privacy Policy.
Notice at collection
Section 2 of the General Privacy Policy provides information on the various types of personal information that we have collected in the preceding 12 months, and the sources of that information. In addition, we have set out in the table below the categories of personal information that we collect about California residents, using the categories enumerated by the CCPA.
We will not collect additional categories of personal information or use the personal information we collected for materially different, unrelated, or incompatible purposes to those described in Section 3 of the General Privacy Policy without providing you notice.
The CCPA Categories of Personal Information that We Share
In the preceding 12 months, ServiceRocket did not sell your personal information. However, ServiceRocket does engage in targeted advertising as that term is defined by the CCPA. This means that ServiceRocket may disclose personal information for cross context behavioral advertising in line with your choices. The categories of personal information that we share are:
Third parties with whom we may share personal information are listed in Section 10 of the General Privacy Policy.
When we disclose personal information for a business purpose, we enter a contract that describes the purpose and requires the recipient to both keep that personal information confidential and not use it outside of the business purpose.
We do not have actual knowledge that we sell or share personal information of consumers under 16 years of age. We do not collect or process sensitive personal information for the purpose of inferring characteristics about individuals or use sensitive personal information for purposes other than those allowed by the CCPA.
You may opt out of the sharing of your personal information by contacting us at privacy@servicerocket.com (see "How to Contact Us" Section 17 below for more information).
Your Privacy Rights and Choices
The CCPA provides consumers (California Residents) with specific rights regarding their personal information. This section describes your CCPA rights and explains how to exercise those rights.
How to Exercise Privacy Rights
Methods of Submission and Instructions. To submit a request to exercise your rights to know, delete or correct, please contact us at privacy@servicerocket.com (see "How to Contact Us" Section 17 below for more information).
Verification. Only you, or someone legally authorized to act on your behalf, may make a request related to your personal information. You may designate an authorized agent by taking the steps outlined under "Authorized Agent" further below. In your request or in response to us seeking additional information, you, or your authorized agent, must provide sufficient information to allow us to reasonably verify that you are, in fact, the person whose personal information was collected which will depend on your prior interactions with us and the sensitivity of the personal information being requested. We may ask you for information to verify your identity and, if you do not provide enough information for us to reasonably verify your identity, we will not be able to fulfill your request. We will only use the personal information you provide to us in a request for the purposes of verifying your identity and to fulfill your request.
Authorized Agents. You can designate an authorized agent to make a request under the CCPA on your behalf if:
If you provide an authorized agent with a power of attorney pursuant to Probate Code sections 4121 to 4130, it may not be necessary to perform these steps and we will respond to any request from such authorized agent in accordance with applicable law.
Process. We endeavor to respond to a verifiable request within forty-five (45) days of its receipt. If we require more time, we will inform you of the reason and extension period in writing. We will deliver our written response by mail or electronically, at your option. The response we provide will also explain the reasons we cannot comply with a request, if applicable.
15. Accessibility
We are committed to ensuring this Policy is accessible to individuals with disabilities. If you wish to access this Policy in an alternative format, please contact us at privacy@servicerocket.com (see "How to Contact Us" Section 17 below for more information)
16. Changes to This Policy
We may make changes to the General Privacy Policy and Supplemental Disclosures from time to time in response to changing legal, regulatory, technical or business developments. We will take appropriate measures to inform you, consistent with the significance of the changes we make and the requirements under applicable data protection laws.
You can see when this Policy was last updated by checking the "last updated" date displayed at the top of this Policy. All changes shall be effective from the date of publication unless otherwise provided in the notification.
17. How To Contact Us
If you have any questions or comments about these disclosures or our practices, please contact us by email at privacy@servicerocket.com or by mail at: ServiceRocket Inc. Attn: Privacy Officer. 2741 Middlefield Rd, Suite 200 Palo Alto, CA 94306, United States.
In the EEA by registered post at:
ServiceRocket IB
Attn: Legal Department
Paseo de la Habana 39, 2do. Izquierdo
Madrid. CP 28036. Spain
In the UK by registered post at:
ServiceRocket Limited
Attn: Legal Department
Floor 5, 1 St Katharine's Way,
St Katharine's & Wapping,
London E1W 1UN
United Kingdom
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Notice at Collection