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Privacy Policy

Our Privacy Policy was updated on October 10th, 2018

This Privacy Policy describes Gladly Software, Inc.’s, its affiliates’, and subsidiaries’ (collectively Gladly,” “we”, “our” or “us) practices regarding the collection, use, storage, sharing, and safeguarding of your information collected from any Gladly-operated products and services including, without limitation, our website and mobile application (the “Service”). By using any Gladly-operated products and services, including our website and mobile application, you are accepting and consenting to the practices described in this policy.  If you do not agree to this privacy policy, please do not use the Services.

Gladly complies with the EU-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 to the United States.  Gladly has certified to the Department of Commerce that it adheres to the Privacy Shield Principles. If there is any conflict between the terms in this privacy policy and the Privacy Shield Principles, the Privacy Shield Principles shall govern.  You may have the option to select binding arbitration under the Privacy Shield Panel for the resolution of your complaint under certain circumstances. To learn more about the Privacy Shield program, and to view our certification, please visit https://www.privacyshield.gov/

Changes to this Privacy Policy

Gladly may make changes to this Privacy Policy. The most current version of the Privacy Policy will govern Gladly’s use of information about you and will be located at www.gladly.com/privacy-policy. If Gladly makes material changes to this Privacy Policy, Gladly will notify you by posting a notice on our website and may send an email to the address Gladly has on file for your account, if applicable.

This Privacy Policy explains:

  1. The type of information we collect
  2. How Gladly collects your information, including tracking and cookies
  3. How Gladly uses your personal information
  4. How you can correct or update the information Gladly has
  5. Rights to object or restrict processing of Personal Information
  6. Who we may share information with
  7. How we handle Do Not Track requests
  8. Linked sites and services
  9. Data security
  10. Retention of your information
  11. Notice of privacy rights to California residents
  12. Notice of privacy rights to residents of the European Union Area
  13. How to contact us

1. The type of information we collect

Gladly may collect information that you provide to Gladly in connection with your use of the Service when you:

  • Register your account with Gladly as a user of the Service (“Customers”)
  • Make changes to your user profile information
  • Send email messages, forms, or other information to Gladly or other users using the Service, or
  • Install, use or otherwise interact with the Service.

This information may include your first and last name, your address, email address, telephone number, your location, and any additional information you provide to Gladly during the account registration process or via the Service.

Gladly may also collect certain technical information about your use of the Service. This technical information may include technical information about your device(s), browser type and version, geo-location information, computer and connection information, statistics on page views, traffic to and from the Service, ad data, Wi-Fi connection information, internet protocol (“IP”) address, and standard web log information.

Additionally, when expressing an interest in obtaining additional information about the Services or registering to use the Services, we require you to provide us with personal contact information, such as your name, company name, address, phone number, and email address (“Required Information”). Although we use third party service providers to process payments, when purchasing access to the Services, we may require you to provide our payment processing service providers with financial and billing information, such as billing name and address, credit card number, and the number of employees within your company that will be using the Services (“Financial Information”).  We may also ask you to provide additional information, such as company annual revenues, number of employees, or industry (“Optional Information”). Required Contact Information, Billing Information, and Optional Information about Customers are referred to collectively as “Customer Data.”

2. How Gladly Collects Your Information; Tracking and Cookies

When you register for an account with Gladly, we may ask you to provide us with certain information in order to create your account, and to provide you with our Services.  This information is collected by us when you fill out forms that may be provided to you through the Services.

Gladly, and third parties we interact with, including our third-party service providers, may use cookies, web beacons, local shared objects (sometimes called “flash cookies”), and similar technologies in connection with your use of the Service to provide and support the Service (collectively referred to in this policy as “Cookies”). Cookies are small data files that may have unique identifiers, and reside, among other places, on your mobile device, in emails we send to you, and on our applications.  Locally shared objects or “flash cookies” are data files that can be created on your computer by the websites you visit and are a way for websites to store information for later use. Locally stored objects are different than cookies because they are stored in different parts of your computer than cookies. Web beacons are small strings of code that provide a method for delivering a graphic image on a web page or in an email message for the purpose of transferring data.

If Cookies are used, they may be used to collect information about you and your use of the Service, such as your browser type, preferences, data relating to content that has been displayed to you or that you have clicked on, and the date and time of your use. Cookies may also be used in order to further features and processes on the Service, provide authentication and security for your transactions using the Service, store your preferences, facilitate relevant advertising, and help us learn more about how users engage with the Service.

We sometimes use service providers to help us provide certain products and services or to integrate other features.  These third-party providers may collect information when you view or use them, including information about you and your device or browser. They may do this using Cookies or similar technologies.  These third-party providers also may use these technologies to help share information with us, like how you use their website or application. To learn more about the information they collect or receive, review their privacy policies.

As part of using our Services, Gladly’s Customers may submit to Gladly electronic data or information (“Submitted Data”) that constitutes personal information of other individuals.  Such data may include an individual’s name, email address, phone number or any other data that the Customer chooses to submit to us.  Gladly generally has no direct relationship with the individuals to whom Submitted Data may pertain.  Gladly processes Submitted Data on behalf of our Customers and any uses of Customer Data by Gladly are done so pursuant to our Terms of Service or a separate agreement in place between Gladly and the applicable Customer, which governs our treatment of Submitted Data. 

3. How Gladly Uses Your Information

Gladly may use your information to:

  • Provide access to the Service to communicate with you
  • Personalize, customize, measure, and improve Gladly’s products, services, content, and advertising
  • Prevent, detect, and investigate potentially prohibited or illegal activities or a breach of the applicable agreement(s) between you and Gladly
  • Analyze the accuracy, effectiveness, usability, or popularity of the Service
  • Generate and review reports and data about Gladly’s user base and Service usage patterns
  • Compile aggregate data for internal and external business purposes
  • Resolve disputes and troubleshoot problems; and
  • Contact you with information, including promotional, marketing, and advertising information and recommendations that Gladly believes may be of interest to you.

Consistent with applicable laws, including United States CAN-SPAM laws, if you do not wish to receive commercial emails, you may unsubscribe following the instructions on any email.  We may still send you administrative notices, however.

We endeavor to protect the privacy of your account and other Personal Information we hold in our records, but unfortunately, we cannot guarantee complete security. Unauthorized entry or use, hardware or software failure, and other factors, may compromise the security of user information at any time.  In particular, you acknowledge that Gladly is not responsible for any loss of any passwords or login information which you receive for access to Gladly Services which results from your failure to keep that information secure. 

4. Correcting and Updating Your Information

Customers may update or change their account information through their account settings accessible using the Customer account page included in the Service.  Access to your Gladly account page will require your Services username and password.  To update your Financial Information or to delete your account information, please email privacy@gladly.com.

You can access or change your profile and contact information or delete your account through the Gladly settings page. If you choose to delete or deactivate your account, you can no longer retrieve content or reactivate your account.

You have the right to request access to any Personal Information which Gladly may have about you by contacting info@Gladly.com. The information will be provided in a machine readable format.  You may also ask that we transfer the Personal Information to a third party, which we will do if technically feasible.

You also have the right to review, add and update your Personal Information.  You may also request the deletion of your Personal Information where:

  • the personal information is no longer necessary in relation to the purposes for which it was collected or otherwise processed,
  • you withdraw consent to Gladly’s possession of the information on which the processing is based and where there is no other legal ground for Gladly’s retention of the information,
  • you object to Gladly’s possession of the information and there is no overriding legitimate basis for the retention,
  • the personal information has been unlawfully obtained or processed, or
  • the personal information has to be erased for compliance with a legal obligation in the European Union or other law to which Gladly is subject.

When you update information, however, we may maintain a copy of the unrevised information in our records. Some information may remain in our records after your deletion of such information from your account. We may use any aggregated data derived from or incorporating your Personal Information after you update or delete it, but not in a manner that would identify you personally.

If your individual personal information has been submitted to us by a Customer as Submitted Data and you wish to exercise any rights you may have to access, correct, amend, or delete such data, please first inquire with the Customer (or his/her organization) directly.

5. Consent to Commercial Electronic Messages

If you provide us with an email address, You expressly consent to receiving Commercial Electronic Messages from Gladly about your use of the Website, the Gladly Services and our Products.  If you have any questions about Gladly’s Commercial Electronic Messages, you can contact Gladly at:

Gladly Software, Inc.
One Montgomery Tower
1 Montgomery Street, Suite 900
San Francisco, CA 94104
Attention: Privacy Officer
or by emailing hello@gladly.com

6. Rights to Object or Restrict Processing of Personal Information

If Gladly has your Personal Information as a result of your relationship with one of Gladly’s customers, you should first contact that customer before contacting Gladly. You may, however, at any time revoke your consent to the collection, processing and use of your Personal Information by emailing info@Gladly.com.  Upon receipt of your request, Gladly will delete your personal data provided Gladly may retain any data which is required for billing and accounting purposes or which is subject to legal retention requirements.  In addition, if you discover any errors in data, you may contact us by emailing hello@Gladly.com and we will correct it. You can always opt not to disclose information to us, but keep in mind some information may be needed to take advantage of product features or may be required by your relationship with one of Gladly’s customers.

Right to be informed of the appropriate safeguardsGladly enters into agreements with its customers regarding the safeguards that have been put in place to protect your Personal Information for transfer to a third country or to an international organization, for example outside of the European Economic Area. For transfers to countries without an adequacy decision by the European Commission, Gladly puts appropriate safeguards through contractual obligations.

7. Right to be informed of appropriate safeguards where Personal Information is Transferred to a Third Country or to an International Organization

Gladly enters into agreements with its customers regarding the safeguards that have been put in place to protect your Personal Information for transfer outside of the European Economic Area. For transfers to countries without an adequacy decision by the European Commission, Gladly puts appropriate safeguards through contractual obligations.

8. Who We May Share Information With

Gladly may disclose the information we collect from you to the following third parties:

Users of the Service; Public Information. When you share information with us via the Service, Gladly may share your information to other users, in accordance with the privacy settings you have chosen for your account or that are applicable to that information. To the extent you share any information to a public audience or via a publicly accessible portion of the Service such as an online customer community or forum, that information may be available to anyone who has access to that customer community or forum.

Credit Card Processing Services.  When you make a payment to Gladly through our payment page, we may collect credit card information from you in order to properly process your payment.  We do not store your credit card information on our servers and no one at Gladly can access your credit card information.  All credit card information that you share with us is maintained by a third party payment processing merchant.  We use industry standard encryption techniques and methods to protect all information sent to the payment processing merchants servers.  Once your information reaches the payment processing merchant it resides on their server that is protected both physical and electronically.

Gladly’s Service Providers. Gladly may share your information with third-party contractors, agents, collaborators, or service providers who provide certain services to Gladly or on Gladly’s behalf, such as operating and supporting the Service. Gladly may also request your information from a previous service provider, which we need to provide our services to you. Alternatively, Gladly may pass on your information to a service provider that Gladly customers have chosen to replace Gladly.

Companies that Acquire Gladly’s Business or Assets. If Gladly becomes involved in a merger, acquisition, sale of assets, securities offering, bankruptcy, reorganization, or dissolution or if the ownership of all or substantially all of Gladly’s business relating to the Service otherwise changes, Gladly may provide your information to a third party or parties in connection with the applicable transaction.

Gladly’s Affiliates. Gladly may share some or all of your information with Gladly’s parent company, subsidiaries and corporate affiliates, joint ventures or other companies under common control with Gladly.

Gladly Customers.  If Gladly has received your information as part of Submitted Data, Gladly may share that information, or any modifications or revisions to that information with that Customer.

Switching Service Providers.  Gladly may request your information from your previous service provider, which we need to provide our services to you. Alternatively, Gladly may pass on your information to a service provider that you have chosen to replace Gladly.

Aggregate Information. Gladly may share information relating to our visitors and users with affiliated or unaffiliated third parties on an aggregate basis, however this information will not identify you personally.

Legal Requirements. Gladly may share your information with law enforcement, governmental agencies, or authorized third parties, in response to a request relating to a criminal investigation or alleged illegal activity or any other activity that may expose Gladly, you, or any other Gladly user to legal liability, or to protect Gladly’s rights or property, or during emergencies when safety is at risk. Gladly may also share your information in response to court orders, subpoenas, or other legal or regulatory requests, and Gladly may provide access to your information to Gladly’s legal counsel and other consultants in connection with actual or potential litigation.

9. How We Handle “Do Not Track” Requests

You may be able to adjust your browser settings or other settings so that “do not track” requests are sent to our websites and mobile applications. Gladly does not use any tracking technology that would respond to any “do not track” requests that are sent to our services.  Gladly does not collect personally identifiable information about your online activities over time and across different websites when you use the Service; however, certain service providers that use Cookies may collect your personally identifiable information over time and across different websites.

10. Linked Sites and Services

Gladly’s website or mobile application may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates.  If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies.  Please check these policies before you submit any personal data to these websites.

11. Data Security

Gladly takes reasonable measures to protect the information you provide to Gladly or submit through the Service against misuse, loss, theft, unauthorized use, disclosure, or modification.  Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk and your information may be disclosed to third parties in unforeseeable situations or situations that are not preventable even when commercially reasonably protections are employed, such as in the case that Gladly or if the Service are subject to a hacking or other attack. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorized access.

12. Retention of Your Information

We retain information about you only for as long as it is necessary and relevant for Gladly’s operations, and for Gladly’s customers to work with their consumers. Information about you that is no longer necessary and relevant for Gladly’s operations will be disposed of securely.  Gladly may also retain information collected from you to comply with the law, prevent fraud, resolve disputes, troubleshoot problems, assist with any investigation, and take other actions permitted by law or disclosed in this Privacy Policy.

13. Notice of Privacy Rights to California Residents

Section 1798.83 of the California Civil Code permits California residents to request from a business, with whom the California resident has an established business relationship, information related to the personal information disclosed by Gladly to third parties for direct marketing purposes and the names and addresses of the third parties with whom the business has shared such information during the immediately preceding calendar year. You may make one request each year by emailing Gladly at privacy@gladly.com.

14. Notice of Privacy Rights to Residents of the European Economic Area

You have the right to ask us not to process your personal data for marketing purposes. We will usually inform you (before collecting your data) if we intend to use your data for such purposes or if we intend to disclose your information to any third party for such purposes. You can exercise your right to prevent such processing by checking certain boxes on the forms we use to collect your data.  You can also exercise the right at any time by contacting us at privacy@gladly.com

15. How to Contact Us

If you have questions or complaints regarding Gladly’s Privacy Policy or practices, please contact Gladly at privacy@gladly.com or via postal mail at 1 Montgomery Street, Suite 900, San Francisco, CA 94104. Attention: Privacy Officer.

In compliance with the Privacy Shield Principles, Gladly 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 Gladly at:

privacy@gladly.com or via postal mail at 1 Montgomery Street, Suite 900, San Francisco, CA 94104, Attention:  Privacy Officer.

Gladly has 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.  Gladly’s use of personal information is also subject to the investigatory and enforcement powers of the US Federal Trade Commission (“FTC”).