Effective DECEMBER 1, 2022
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 firstname.lastname@example.org.
EU-U.S. Privacy Shield Swiss – U.S. Privacy Shield
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 is committed to subjecting all personal data received from European Union (EU) member countries, and Switzerland, respectively, in reliance on the Privacy Shield Framework, to the Framework’s applicable Principles. To learn more about the Privacy Shield Framework, visit the U.S. Department of Commerce’s Privacy Shield List. https://www.privacyshield.gov
ServiceRocket is responsible for the processing of personal data 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 data from the EU and Switzerland, including the onward transfer liability provisions.
With respect to personal data 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 data in response to lawful requests by public authorities, including to meet national security or law enforcement requirements.
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.
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:
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:
On occasions, we may source personal information from a third party or a publicly-available source such as an outside credit reporting agency to help us with customer authentication and credit-related decisions. 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.
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 email@example.com 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 firstname.lastname@example.org.
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 may also disclose your personal information as required by law such as to comply with a subpoena or bankruptcy proceedings or in response to lawful requests by public authorities, including to meet national security or law enforcement requirements, 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 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 personal 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, when you enter sensitive customer information (such as login credentials), this 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. If you have any questions about security on our Web site, you can contact us at email@example.com.
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.
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 the data collected according to its purpose and nothing else. 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.
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, 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 firstname.lastname@example.org. This choice/opt-out is in addition to your right to Erasure of your information that we may have collected with your consent.
Cookies and other Tracking Technologies
As is true of most web sites, we gather certain information automatically and store it in log files. This information may include internet protocol (IP) addresses, browser type, internet service provider (ISP), referring/exit pages, operating system, date/time stamp, and/or clickstream data. 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 services we offer you, to improve marketing, analytics, or site functionality.
Local Storage Objects (HTML 5) & Local Shared Objects (Flash)
We use Local Storage, such as HTML5, to store content information and preferences. Third parties with whom we partner to provide certain features on our website or to display advertising based upon your Web browsing activity use LSOs such as Flash cookies or and HTML 5. Various browsers may offer their own management tools for removing HTML5 LSOs. To manage Flash cookies, please click here.
Behavioral Targeting / Re-Targeting
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.
You can apply for an open position on our website using sign-in services such as LinkedIn Connect. These services will authenticate your identity and provide you the option to share certain personal information with us such as your name and email address to pre-populate our sign up form. Services like LinkedIn Connect give you the option to post information about your activities on this website to your profile page to share with others within your network.
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.
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 email@example.com.
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 firstname.lastname@example.org. We will respond to such queries within a reasonable timeframe.
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 Websites
Our Site includes links to other Websites 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 policies. We encourage you to carefully read the privacy statement policy of any Web site you visit.
Special Notification for California Residents
We will not collect additional categories of personal information or use the personal information we collected for materially different, unrelated, or incompatible purposes without providing you notice.
Your 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.
Access to Specific Information and Data Portability Rights
You have the right to request that we disclose certain information to you about our collection and use of your personal information over the past 12 months. Once we receive and confirm your verifiable consumer request, we will disclose to you:
Deletion Request Rights
You have the right to request that we delete any of your personal information that we collected from you and retained, subject to certain exceptions. Once we receive and confirm your verifiable consumer request, we will delete (and direct our service providers to delete) your personal information from our records, unless an exception applies.
We may deny your deletion request if retaining the information is necessary for us or our service provider(s) to:
Exercising Access, Data Portability, and Deletion Rights
To exercise the access, data portability, and deletion rights described above, please submit a verifiable consumer request to us by:
Only you or a person registered with the California Secretary of State that you authorize to act on your behalf, may make a verifiable consumer request related to your personal information. You may also make a verifiable consumer request on behalf of your minor child.
You may only make a verifiable consumer request for access or data portability twice within a 12-month period. The verifiable consumer request must:
We cannot respond to your request or provide you with personal information if we cannot verify your identity or authority to make the request and confirm the personal information relates to you. Making a verifiable consumer request does not require you to create an account with us. We will only use personal information provided in a verifiable consumer request to verify the requestor’s identity or authority to make the request.
Response Timing and Format
We endeavor to respond to a verifiable consumer request within 45 days of its receipt. If we require more time (up to 90 days), we will inform you of the reason and extension period in writing. If you have an account with us, we will deliver our written response to the registered email associated with the account. If you do not have an account with us, we will deliver our written response by mail or electronically, at your option. Any disclosures we provide will only cover the 12-month period preceding the verifiable consumer request’s receipt. The response we provide will also explain the reasons we cannot comply with a request, if applicable. For data portability requests, we will select a format to provide your personal information that is readily useable and should allow you to transmit the information from one entity to another entity without hindrance.
We do not charge a fee to process or respond to your verifiable consumer request unless it is excessive, repetitive, or manifestly unfounded. If we determine that the request warrants a fee, we will tell you why we made that decision and provide you with a cost estimate before completing your request.
Sharing Personal Information
We may disclose your personal information to a third party for a business purpose. 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 for any purpose except performing the contract.
In the preceding twelve (12) months, we have not disclosed personal information for a business purpose.
In the preceding twelve (12) months, we have not sold any personal information.
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.
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 within a reasonable timeframe. 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:
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 email@example.com or:
ServiceRocket Inc.Attn: Privacy Officer2741 Middlefield Rd, Suite 200 Palo Alto, CA 94306 UNITED STATES
Information Related to Data Collected through Learndot
ServiceRocket collects information under the direction of its Clients, and has no direct relationship with the individuals whose personal data it processes.
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. The provisions in this Policy regarding notice and choice and the service agreements with our Clients cover transfers to subsequent third parties
Access to Data Controlled by our Clients
ServiceRocket acknowledges that you have the right to access your personal information. 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 a reasonable timeframe.
Upon request ServiceRocket will provide you with information about whether we hold any of your personal information. You may access, correct, or request deletion of your personal information by contacting us at firstname.lastname@example.org. We will respond to your request within a reasonable timeframe.
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.