Last Updated: 25 Jun, 2019
YNOT PARTNERS, INC. (“UserGuiding”, “us”, “we”, or “our”) is committed to protecting the privacy of its customers and end users.
This page summarizes the data we collect from the UserGuiding website (“site”) or software application, including API (“app”) and how we help ensure excellent privacy standards. When you use our site or app you agree to the data practices as per this policy.
Our approach to data security and privacy includes but is not limited to:
- Fully complies with the EU General Data Protection Regulation (“GDPR”).
- State-of-the-art platform security.
- Encrypts all customer and end-user data.
- Uses best-in-class cloud vendors with excellent security standards.
Kinds of Data We Collect
UserGuiding collects data about customers and processes data on behalf of customers, about their end users. UserGuiding does not sell any data to third-parties, and makes clear it’s responsibilities as a Data Controller and Data Processor under the GDPR.
Since UserGuiding is a B2B SaaS, we never target end users or customers as a potential subscriber. When we say “customer” or “user”, we mean someone working for a startup, corporate company or any kind of organization looking for a business solution like UserGuiding. While using our Service, we may ask you to provide us with certain personally identifiable information that can be used to contact or identify you (“Personal Data”).
Personally identifiable information may include, but is not limited to:
- Company Name
- E-mail Address
We may use your Personal Data to contact you with newsletters, marketing or promotional materials and other information that may be of interest to you. You may opt out of receiving any, or all, of these communications from us by following the unsubscribe link or instructions provided in any email we send or by contacting us via email at [email protected]
UserGuiding may also collects email addresses when someone subscribes to our blog, and we fulfil this request by sending product updates and relevant content.
UserGuiding does not store financial data about customers (e.g., credit card information), choosing instead to employ a dedicated payments processor.
UserGuiding is GDPR compliant and offers customers their individual rights to access, delete and modify their data etc.
We may also collect information about how the Service is accessed and used (“Usage Data”). This Usage Data may include information such as your computer’s Internet Protocol address (e.g. IP address), browser type, browser version, the pages of our Service that you visit, the time and date of your visit, the time spent on those pages, unique device identifiers and other diagnostic data.
We may also collect customer-wide statistics such as active user count, number of UserGuiding guides/hotspots shown, how many UserGuiding guides/hotspots flows are published at a time, etc.
We may use and store information about your location if you give us permission to do so (“Location Data”). We use this data to provide features of our Service, to improve and customize our Service.
You can enable or disable location services when you use our Service at any time, through your device settings.
End User Data
Customers can send UserGuiding data about their users, to help show more targeted and relevant content, and to assess which users engaged with UserGuiding tours. The legal basis for UserGuiding processing this data is legitimate interest (to help provide UserGuiding’s service).
To learn how to send user data to UserGuiding please read these articles.
UserGuiding does not collect any personal data of end users by default. When the UserGuiding code snippet is loaded on a customer’s software page, the only data UserGuiding obtains by default is user agent and URL.
When using “Custom CSS Selector”, UserGuiding also collects CSS selector information to better identify the specific element. Learn more about this here.
Data in this category is used in the targeting and customization of UserGuiding content, as well as displaying analytics on the UserGuiding dashboard.
We accept that our customers/users collect their end user’s data in a way which complied with GDPR. We do not take any responsibility for how our own customers/users collect or process their end user’s data. We also provide a range of methods to support customers in providing their end users with their individual rights under GDPR, including erasure, restriction etc.
Tracking & Cookies Data
Cookies are files with small amount of data which may include an anonymous unique identifier. Cookies are sent to your browser from a website and stored on your device. Tracking technologies also used are beacons, tags, and scripts to collect and track information and to improve and analyze our Service.
You can instruct your browser to refuse all cookies or to indicate when a cookie is being sent. However, if you do not accept cookies, you may not be able to use some portions of our Service.
UserGuiding does not store any personal information including user’s name, email, IP address. Companies may track personal information using UserGuiding’s custom attribute tracking feature to segment users. None of these custom attributes stored on UserGuiding’s databases, just stored on browser. To learn more about the custom attribute feature, please read these articles. You can access to which cookies tracked by UserGuiding if the JS snippet is embedded here.
Use of Data
UserGuiding uses the collected data for various purposes:
- To provide, maintain and improve our Service
- To notify you about changes to our Service
- To allow you to participate in interactive features of our Service when you choose to do so
- To provide customer support
- To gather analysis or valuable information so that we can improve our Service
- To monitor the usage of our Service
- To detect, prevent and address technical issues
- To provide you with news, special offers and general information about other goods, services and events which we offer that are similar to those that you have already purchased or enquired about unless you have opted not to receive such information
UserGuiding will also retain Usage Data for internal analysis purposes. Usage Data is generally retained for a shorter period of time, except when this data is used to strengthen the security or to improve the functionality of our Service, or we are legally obligated to retain this data for longer time periods.
In the case that customers or individuals request the deletion of their data, UserGuiding will perform this deletion within seven working days.
Requests for data deletion may be addressed to [email protected]
UserGuiding leverages best-in-class practices around data security including serving over 256 bit SSL and controls to prevent data access between customers. We backup data daily and all backups are encrypted.
UserGuiding is committed to the privacy of information as it passes over the network, as well as to preventing unauthorized access to customer or end-user data. We use industry-leading encryption to protect all external traffic in transit (via HTTPS/TLS) and at rest (using AES-256 and an automated key rotation system).
UserGuiding does not handle customer payment data directly, instead using a fully PCI DSS compliant payments processor. UserGuiding is not intended for the handling of end-user payment information.
Learn more about security in UserGuiding here.
Your Data Protection Rights Under GDPR
If you are a resident of the European Economic Area (EEA), you have certain data protection rights. UserGuiding aims to take reasonable steps to allow you to correct, amend, delete, or limit the use of your Personal Data.
If you wish to be informed what Personal Data we hold about you and if you want it to be removed from our systems, please contact us.
In certain circumstances, you have the following data protection rights:
- The right to access, update or delete the information we have on you. Whenever made possible, you can access, update or request deletion of your Personal Data directly within your account settings section. If you are unable to perform these actions yourself, please contact us to assist you.
- The right of rectification. You have the right to have your information rectified if that information is inaccurate or incomplete.
- The right to object. You have the right to object to our processing of your Personal Data.
- The right of restriction. You have the right to request that we restrict the processing of your personal information.
- The right to data portability. You have the right to be provided with a copy of the information we have on you in a structured, machine-readable and commonly used format.
- The right to withdraw consent. You also have the right to withdraw your consent at any time where UserGuiding relied on your consent to process your personal information.
Please note that we may ask you to verify your identity before responding to such requests.
You have the right to complain to a Data Protection Authority about our collection and use of your Personal Data. For more information, please contact your local data protection authority in the European Economic Area (EEA).
Our Privacy Approach
We use the information you provide about yourself when placing an order only to complete that order and to provide excellent customer service during the term of your service.
Although UserGuiding owns the data storage, databases and the UserGuiding site, you retain all rights to your content. We will also not utilize your content in our databases to compete with you, to advertise or market to your clients, or to contact your clients for any other means of profit.
Under the following circumstances, we may have to share your personally identifiable information provided to us online.
- If it becomes necessary to share information in order to investigate, prevent, or take action regarding illegal activities, suspected fraud, situations involving potential threats to the physical safety of any person, violations of the Terms of Service, or as otherwise required by law.
End User Customer Data
UserGuiding will collect End User Customer Data necessary to provide the service to you. “End User Customer Data” means information about your customers, which includes any information you elect to send to UserGuiding in your implementation as well as general information including but not limited to browser and device information.
We do not sell, share or disclose any End User Customer Data with any third party, except if Userguiding is acquired by or merged with another company.
Remarketing and Behavioral Targeting
LinkedIn Website Retargeting (LinkedIn Corporation)
Facebook Custom Audience (Facebook, Inc.)
Facebook Remarketing (Facebook, Inc.)
Twitter Remarketing (Twitter, Inc.)
Google Ads Remarketing (Google LLC)
Quora (Quora, Inc.)
Reddit (Reddit, Inc.)
Our GDPR Compliant Vendors
We uses vendors to help us deliver the best functionality and user experience for our customers. This part gives an overview of what we use and where you can find more information about the GDPR compliance of these vendors.
AWS / IBM
Docker develops an open platform for building, shipping, and running distributed applications. We use it for storing images in interactive guides and hotspots.
Segment is an API hub; in addition to our database, we send all user interaction and analytics data through Segment and then onwards to other vendors.
Google Analytics, Amplitude, Woopra
Google Analytics, Amplitude, and Woopra are analytics platforms that help us understand what parts of our product users are engaging with. We also track overall tour data by account (e.g. how many tours were started on a certain domain). We don’t collect or see any user attribute data you are sending to UserGuiding here.
Google Tag Manager
Google Tag Manager is a tag management platform that helps us to manage the tags or scripts needed on this site in a centralized fashion.
Hotjar is tool that we see how our visitors are really using our website and collect user feedback.
Fullstory is a full-session replay product that helps us see clearly what actions our website visitors take and where they might get stuck or confused. This alerts us to issues that we can resolve.
Intercom helps us manage our communication (emails and in-app messages) and support (tickets and help articles) with our customers. Intercom also supplements our customer data from other sources, and you can read more about this here.
SendGrid helps us deliver our transactional and marketing emails.
Slack is our internal communications platform (instead of email) and also contains a stream of events that our customers are taking, such as payments, errors, usage and tickets. This helps everyone know about issues to respond to quickly and provides us a clearer idea of what’s happening with “in the wild”.
Stripe is our credit card and payment processing platform. Stripe handles all sensitive credit card and account information on our behalf so we can rely on their super-secure system and keep your data safe.
ChartMogul is our revenue tracking and analysis software, so we can see which customers we have and the payment status of each customer easily. It also helps us track our growth and better understand how different customer cohorts are behaving to enable us to create a successful business. The data comes directly from ChartMogul’s native integration with Stripe.
Calendly is our meeting schedule service, to us find time to talk to our customers and prospects, for demo calls, webinars, troubleshooting meetings etc. which require registration.
Zoom is our video conferencing platform. We also use it for hosting webinars or group calls, and this sometimes requires registration.
Loom is our video recording tool. We use it for recording videos for customer support.
Sentry is open-source error tracking that helps us monitor and fix crashes in real time.
By email: [email protected]
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