201 California Street, Suite 1300 San Francisco, CA 94111

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201 California Street, Suite 1300
San Francisco, CA 94111

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201 California Street, Suite 1300
San Francisco, CA 94111

Privacy Policy

Our Privacy Policy was updated on June 21, 2016

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.

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. Information Gladly customers collect from the consumers they engage with and store in the Gladly Service
  6. Who we may share information with
  7. How we handle Do Not Track requests
  8. Linked sites and services
  9. Data security
  10. Access, changing and managing 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.

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.

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 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.  Requests to access, change or delete your information will be addressed within 30 days.

5. Information Gladly Customers collect from their consumers and store within the Gladly Service

As part of using our Services, Customers may submit electronic data or information to the Services (“Submitted Data”) that constitutes personal information of other individuals to us.  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 exclusively governs our treatment of Submitted Data and supersedes this Privacy Policy in case of conflict, or as required by law.  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 inquire with the Customer (or his/her organization) directly. If an authorized Customer requests that we update or remove the data in question and he or she has no ability to do so via use of the Services, we will acknowledge their request within 30 days.

6. 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 publically 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.

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.

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.

Your information may also 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.

7. 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.

8. 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.

9. 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. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorized access.

10. Accessing, changing and managing your information

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

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.

11. 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.

12. 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

13. 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 611 Mission Street, 5th Floor, San Francisco, CA 94105.