UJET Privacy Notice
Last Updated: 15 August 2019 | Privacy Notice Archive
UJET’s dedicated team and awesome technology are disrupting the customer support space. Our SaaS platform replaces all of the convoluted systems, lines, and contact numbers of standard customer support with a stunningly simple SDK and Smart Actions – finger print, verification, real-time sharing (videos, photos, and screenshots) and effortless in-app texting – plus all data is encrypted, keeping customer data secure. We take the frustration out of customer support and in turn, provide a sleek, secure, and modern smartphone-era experience.
Your privacy and the privacy of your end users is important to us. Please read this privacy notice (Notice) carefully as it provides important information on who we are, how we collect, share and use personal data about you (the Customer) and your end users, and how you can exercise your privacy rights.
This Notice covers the collection, use and disclosure of personal data that we collect through the UJET service. The use of personal information collected through our service is limited to the purpose of providing the service for which our Customer has engaged UJET.
By sharing your personal information with us, and by continuing to use our Service, you confirm that you have read and understood the terms of this Notice.
For personal data that we collect:
• Through our websites (such as https://ujet.cx) or product feedback and surveys, and in connection with our events, sales and marketing activities, please see our Website Privacy Notice.
If you have questions regarding this Notice, please contact us using the information in the ‘How to Contact Us’ section of this Notice.
We recommend that you read this entire Notice to be fully informed. That said, to make it easier for you to navigate we’ve provided links below so you can jump to a specific section if you’d like.
- UJET Service
- End User Personal Data Processed on Behalf of Customers
- Customer Processing of End User Personal Data
- Personal Data We Collect, Process and How We Use It
- How We Share Personal Data
- UJET Service Providers
- Legal Basis for Processing Personal Data (EEA Visitors Only)
- How to Access and Control Your Personal Data
- Your California Privacy Rights
- Other Important Privacy Information
- Third-Party Services
- Children’s Privacy
- How to Contact Us
In this Policy, references to “we,” “us,” “our,” or “UJET” are references to UJET, Inc. UJET collects, processes and distributes personal data when you (the Customer) and your end users (End Users) use our Service as part of your customer service integrated application. The Service includes the UJET dashboard, administrator portal, support portal, and related websites, networks, application programming interfaces (APIs), software development kits (each an SDK), and other services provided by us, including any services listed on your Order Form.
End User Personal Data Processed on Behalf of Customers
UJET collects information under the direction of its Customers and has no direct relationship with the End Users whose personal data it processes. UJET Customers use our Service to develop comprehensive customer service mobile and web applications (Integrated Applications) which enable them to simplify their engagement with and support of their End Users. Customers’ Integrated Applications leverage the Service’s capabilities for providing voice, chat, text and other customer service sessions and enable End Users to provide content including messages, photos, video, images, folders, data, text, voice recordings and other types of works (User Content).
As UJET provides our Service in support of Customers’ Integrated Applications, we also process information identifying End Users, such as name, email address, IP address, and phone number, End User Personal Data. We also process information about the way they use Customer Integrated Applications. End User Personal Data includes User Content as well as any personal data described in this section.
The End User Personal Data is collected when End Users interact with one or more of our Customers’ Integrated Applications for customer service. In particular, UJET collects the contact identification number (Contact ID) assigned to an End User by our Customer in order to identify them and make their customer service experience with the Customer easier and more personal.
Customer Processing of End User Personal Data
End User Personal Data is collected, processed by and transmitted to Customers’ systems by our Service during and after End Users communicate with them in customer service sessions using Customers’ Integrated Applications. After collection and processing, all of the End User’s personal data is removed from UJET systems except the Contact ID assigned to the End User by the Customer and any metadata used in the session. Metadata is deleted once the customer service session is completed.
Personal Data We Collect, Process and How We Use It
UJET collects some data about its customers for its own purposes (not on behalf of its Customers) to provide solutions that make it simple for any company to provide intuitive modern-day support. In particular, we collect, process and use data as described below. Data You Provide Voluntarily
Data you provide voluntarily
This is personal data we collect when you register to use the service, provide us with billing information, contact us, request support, respond to marketing communications, follow UJET on social media, or respond to service-related communications. It is used to fulfill our agreement with you, communicate with you about the Service, provide support for the Service, provide promotional communications to you (in accordance with your marketing preferences) and for billing purposes.
|Categories of Personal Data||Personal Data|
|Identification and Customer Account Data||first and last name, title, company name, business telephone number, e-mail address, location, position, roles, billing information, mailing address, interests, preferences, social media profile URLs or handles|
|Financial Identification Data||billing and related information|
Data We Collect Automatically
When you use the Service, we may automatically record certain information from your device by using various types of technology enabled through your web browser or mobile device, including cookies and similar tracking technologies and through functionality inherently provided in the Service. In some countries, including countries in the European Economic Area, the information may be considered personal information under applicable data protection laws.
Specifically, the information we collect may include your IP address or other device address or ID, call, chat or communication ID, web browser and/or device type, the features of the Service that you use and time spent using those features, the frequency with which you use the Service, the links that you click on or use, statistical data regarding your use of the Service, settings, communication parameters, the dates and times that you visit, access, or use the Service, and performance and quality measurements.
We collect this information in server logs and by using machine learning technologies to analyze trends. We also may use these technologies to collect information regarding your interaction with email messages. Please review your web browser “Help” file to learn the proper way to modify your browser history, pop-up and notification settings.
Please note that if you delete or choose not to allow browser notifications, device identification and other features to be enabled in order to use the Service, you may not be able to utilize the features to their fullest potential. This information is gathered from all users and may be connected with other information about you that is used to provide the service.
For further information about the types of Cookies and similar tracking technologies we use, why, and how you can control these tracking technologies, please see our Cookie Notice
How We Use Your Personal Data
In general, UJET uses data to:
• Provide our Service, improve the Service and develop new products, services, features, and functionality, update, secure, troubleshoot, and provide support. This includes sharing data, when it is required to provide the Service or complete your requests;
• Communicate with you and provide support when requested, including for billing purposes;
• Personalize our Service and make recommendations;
• Advertise and market to Customers, which includes sending promotional communications and content, performing event registration, targeting advertising, and presenting offers in accordance with Customers marketing preferences. Please reference our Website Privacy Notice for information on changing your marketing preferences.
• We use the data for business operations, which includes analyzing performance, meeting our legal and regulatory obligations, developing our people, and performing research.
• We may also use this data to help detect, prevent, or investigate security incidents, fraud and other abuse and/or misuse of our services.
As explained above, in fulfilling these purposes, we collect data from different contexts (for example, from your use of the Service) and we may use it in combination with data we obtain from our Service Providers to improve your user experience, to make informed business decisions, and for other legitimate purposes. For information regarding our Service Providers, please reference the UJET Service Providers section below.
How We Share Personal Data
We do not sell your Personal Data or your End Users’ Personal Data. We do not share your data with third parties for the third parties’ independent business interests, including for their marketing purposes, unless you ask us to do this or give us your consent to do this.
• Any information you voluntarily choose to include in a publicly accessible area of the Service will be available to anyone who has access to that content, including other users.
• We may disclose personal data if required to do so by law or in the good-faith belief such action is necessary to comply with national, state and federal laws, in response to a court order, judicial or other government subpoena or warrant, or to otherwise cooperate with law enforcement or other governmental agencies or public authorities.
• We reserve the right to disclose personal data we believe, in good faith, is appropriate or necessary to: (i) take precautions against liability; (ii) protect ourselves or others from fraudulent, abusive, or unlawful uses or activity; (iii) investigate and defend ourselves against any third-party claims or allegations; (iv) protect the security or integrity of the Service and any facilities or equipment used to make the Service available; or (v) protect our property or other legal rights (including, but not limited to, enforcement of our agreements), or the rights, property, or safety of others, including our Customers and our employees.
• Data about our Customers may be disclosed and otherwise transferred to an acquirer, successor, or assignee as part of any merger, acquisition, debt financing, sale of assets, or similar transaction, or in the event of an insolvency, bankruptcy, or receivership in which data is transferred to one or more third parties as one of our business assets. In such an event, you will be notified via email and/or a prominent notice on our website of any change in ownership, incompatible new uses of your personal information, and choices you may have regarding your personal data.
• We may make certain non-personal data available to third parties for various purposes, including: (i) compliance with various reporting obligations; (ii) for business or marketing purposes; or (iii) to assist such parties in understanding our users’ interests, habits, and usage patterns for certain programs, content, services, advertisements, promotions, and/or functionality available through the Service.
UJET Service Providers
We work with third party service providers (in the European Economic Area (EEA) data protection law these are referred to as Processors or Sub-Processors) to provide development, hosting, maintenance, marketing, communications, and other services for us. Our Processors or Sub-Processors may have access to or process personal and other data about you or your End Users in order to provide their services to us and in accordance with our instructions. We limit the personal and other data provided to Processors and Sub-Processors to data necessary for them to provide their services in a manner consistent with our purposes of collection.
We take steps to ensure that such third-party service providers are contractually or legally required to maintain the confidentiality and security of such data, including the requirements to mitigate security risks by notifying UJET when they discover a privacy or security breach involving UJET’s personal data and to take immediate steps to correct or address the security failure that led to the breach. Our Processors, to the extent necessary, are also required to support requests for correction, modification, and deletion of personal data and other requests to support data subject rights. We also require them to impose equivalent requirements on their Sub-Processors.
More information, including a current list, regarding UJET’s use of Processors and Sub-Processors can be found here.
Legal Basis for Processing Personal Data (EEA Visitors Only)
We only use your personal data as permitted by law. If you are a visitor from the European Economic Area, our legal basis for collecting and using the personal data described above will depend on the personal data concerned and the specific context in which we collect it.
However, we will normally collect personal data from you only (i) where we need the personal data to perform a contract with you, (ii) where the processing is in our legitimate interests and not overridden by your rights, or (iii) where we have your consent to do so. In some cases, we may also have a legal obligation to collect personal data from you or may otherwise need the personal data to protect your vital interests or those of another person.
If we ask you to provide personal data to comply with a legal requirement or to perform a contract with you, we will make this clear at the relevant time and advise you whether the provision of your personal data is mandatory or not (as well as of the possible consequences if you do not provide your personal data).
If we collect and use your personal data in reliance on our legitimate interests (or those of any third party), this interest will normally be to operate our Services and communicate with you as necessary to provide our Services to you and for our legitimate commercial interest, for instance, when responding to your queries, improving our platform and our Services, undertaking marketing, or for the purposes of detecting or preventing illegal activities. We may have other legitimate interests and if appropriate, we will make clear to you at the relevant time what those legitimate interests are.
If you have questions about or need further information concerning the legal basis on which we collect and use your personal data, please contact us using the contact details provided under the ‘How to Contact Us’ section below.
How to Access and Control Your Personal Data
Depending on your country of residence, you may have the right to access and/or correct, restrict use, request deletion, request portability, object to processing of, and obtain a copy of your personal data. UJET wants to ensure the persona data we process is accurate and correct and that we’re transparent regarding its processing and use. The steps to enable individuals to exercise these rights and fulfill these requests is outlined below. We may require appropriate identity verification information such as your name, address, email address or other information in order to complete these requests, to which we will respond within a reasonable timeframe.
Customers. You may request us to correct, modify, delete, obtain a copy, request portability or object to processing or restrict the processing of your personal data (Customers’ Personal Data) by contacting [email protected] or by contacting us using the contact details provided under the ‘How to Contact Us’ section below.
Similarly, if we have collected and processed your personal data with your consent, then you can withdraw your consent at any time. Withdrawing your consent will not affect the lawfulness of any processing we conducted prior to your withdrawal, nor will it affect processing of your personal data conducted in reliance on lawful processing grounds other than consent.
Changes to Marketing Preferences
If we send you marketing communications, you may unsubscribe, modify preferences, or change the frequency of communications at any time by following the instructions contained within the communication. You may also opt-out of receiving direct marketing communications by contacting [email protected] or by using the contact details provided under the ‘How to Contact Us’ below. For additional information regarding your marketing preferences, please reference our Website Privacy Notice.
Any changes you make to personal data, preferences or frequency of marketing communications will be reflected in active databases within a reasonable period of time. However, it may take up to ten business days for us to process your request and you may continue receiving promotional communications from us during that period. If you are located in France, you can also send us specific instructions regarding the use of your personal data after your death, by sending email to [email protected].
We will take necessary steps to support these requests, to the extent legally required, within one month of receiving your request. Where we are not able to complete a request, we will inform you without delay within one month of receipt of the request, providing our reasons for not taking the action requested.
You also have the right to complain to a data protection authority about our collection and use of your Personal Information. For more information, please contact your local data protection authority. Contact details for data protection authorities in the European Economic Area are available here.
Your California Privacy Rights
Residents of California have the right to request a disclosure describing what types of personal information we collected and the third parties with whom we shared personal data for direct marketing purposes during the previous calendar year. You may request a copy of this disclosure by contacting us via email at [email protected].
California Online Privacy Protection Act Notice Concerning Do Not Track Signals
Some Internet browsers include the ability to transmit “Do Not Track” or “DNT” signals. Our websites do not currently process or respond to “DNT” signals. Uniform standards for “DNT” signals have not been adopted that would enable us to do so. UJET will continue to monitor developments around DNT browser technology and the implementation of a standard to determine when it is viable to implement these signals on our websites and offer this choice to you. To learn more about Do Not Track, please click here.
Other Important Privacy Information
Security of Personal Data
The security of your personal data is important to us. We use appropriate physical, organizational, and technical safeguards designed to improve the integrity and security of data we collect and maintain. Please be aware that no security measures are perfect or impenetrable. We cannot and do not guarantee that personal data about you will not be accessed, viewed, disclosed, altered, or destroyed by breach of any of our physical, technical, or organizational safeguards.
Where We Store and Process Personal Data
Your personal data may be transferred to, and processed in, countries other than the country in which you are resident. These countries may have data protection laws that are different to the laws of your country.
Specifically, the Service is hosted in the United States and our third party service providers and partners operate in the United States and in other countries around the world. This means that when we collect your personal information we may process it in any of these countries.
However, we have taken appropriate safeguards to require that your personal information will remain protected in accordance with this Notice as required by applicable local law, including the use of Model Clauses approved by the European Commission.
You may request details of such safeguards by contacting us at [email protected].
More information regarding our transfer mechanisms may be provided upon request.
Our Retention of Personal Data
We will retain personal data we process on behalf of our Customers for as long as needed to provide services to our Customers. Please note that while any changes you make will be reflected in active databases within a reasonable period of time, we may retain all information you submit when we have an ongoing legitimate business need to do so. (This includes backups, archiving, prevention of fraud and abuse, analytics, satisfaction of legal obligations, or where we otherwise reasonably believe we have a legitimate reason to do so.)
When we have no ongoing legitimate business need to process your personal data, we will either delete or anonymise it or, if this is not possible (for example, because your personal data has been stored in backup archives), then we will securely store your personal data and isolate it from any further processing until deletion is possible.
Updates to This Privacy Notice
Please revisit this page periodically to stay aware of any changes to this Notice. We may update this Notice from time to time in response to changing legal, technical or business developments. When we update our Notice, we will take appropriate measures to inform you, consistent with the significance of the changes we make, either by email, sent to the email address specified in your account, or by means of a notice on this website prior to the change becoming effective. Your continued use of the Service after the revised Notice has become effective indicates that you have read and understood the current version of this Notice. We will obtain your consent to any material Notice changes if and where this is required by applicable data protection laws.
You can see when this Notice was last updated by checking the “last updated” date displayed at the top of this Notice.
The Service may contain features or links to websites and services provided by third parties, in particular Customer’s chosen Customer Relationship Management Services (CRM Services) or Storage Services, examples include CRM Services including Salesforce.com and Zendesk and Storage Services such as Amazon S3, as well as other potential or future CRM or Storage Services supported. This Privacy Notice does not apply to websites, applications or services operated by other parties or that display or link to different privacy policies. To learn more about how these third parties collect and use your data, we encourage you to read their privacy policies.
Protecting the privacy of children is especially important. UJET’s Service is not intended for children. We do not knowingly or intentionally collect personal data about children under 16. If you believe that we have collected personal data about a child under 16, please contact us at [email protected], so we may delete the information.
How to Contact Us
We hope any disputes relating to our protection of your personal data can be resolved in direct communication with you. Please contact us with questions or comments about this notice, personal data we collected and processed about you, our use and sharing practices, or your consent, correction, modification, or deletion choices by email at [email protected].
If you have a privacy concern, complaint, or a question for UJET’s Data Protection Officer, please contact us by sending email to [email protected]. We will respond to questions or concerns within one month.
If you have a dispute with us related to our protection of your personal data, please contact us by email at [email protected]. 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.
Unless otherwise stated, UJET, Inc. is the data processor of End User Personal Data we collect through the Service and the data controller of Customers’ Personal Data we collect through the Service. Our address is:
Attn: Data Protection Officer
201 Third Street, Suite 950
San Francisco, CA 94103
If you have a technical or support question, please send email to [email protected] to learn more about UJET Support.