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:
UserGuiding collects data about customers and processes data about their end users on behalf of customers. UserGuiding does not sell any data to third parties and makes clear its 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 potential subscribers. 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:
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 collect email addresses when someone subscribes to our blog, and we fulfill 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 payment 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 and 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.
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 the legitimate interest (to help provide UserGuiding’s service).
To learn how to send user data to UserGuiding, please read this article.
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 the 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 that complies with GDPR. We do not take any responsibility for how our own customers/users collect or process their end users’ 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.
Cookies are files with a 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 the user’s name, email, or IP address. Companies may track personal information using UserGuiding’s custom attribute tracking feature to segment users. None of these custom attributes are stored on UserGuiding’s databases, just stored on the browser. To learn more about the custom attribute feature, please read these articles. You can access which cookies are tracked by UserGuiding if the JS snippet is embedded here.
UserGuiding uses the collected data for various purposes:
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 security or 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.
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, it uses 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.
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:
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).
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.
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.
Reddit Remarketing is a remarketing and behavioral targeting service provided by Reddit, Inc. that connects the activity of this Site with the Quora advertising network.
We use 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.
See the list of our vendors at Trust Center > Subprocessors.
We value your privacy and your rights as a data subject and have therefore appointed Prighter Group with its local partners as our privacy representative and your point of contact.
Prighter gives you an easy way to exercise your privacy-related rights (e.g. requests to access or erase personal data). If you want to contact us via our representative, Prighter, or make use of your data subject rights, please visit the following website.
By email: [email protected]
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