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 * Solutions
   * Support Operations
     * Escalation ManagementPredict and prevent escalations to allocate
       resources more effectively
     * Sentiment AnalysisGo beyond customer surveys and unlock the voice of the
       customer
     * Backlog ManagementImprove support response and reduce time to resolution
     * Intelligent Case RoutingAssign the right resource to every customer issue
       and improve CSAT
     * Proactive AlertsSolve issues faster by alerting stakeholders across your
       business
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       accounts
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       preferred messaging app
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       friction using custom reporting
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       operations
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       service issues
   * Quality Monitoring and Coaching
     * Automatic Quality MonitoringMonitor 100% of support channels with zero
       additional QA resources
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       quality metrics
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       your criteria
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       conversations
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       AI
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       responses
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 * Why SupportLogic?
   * * * Why SupportLogicLearn why SupportLogic’s all-in-one Support Experience
         management platform should be your first investment — increasing
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         SupportLogic
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         support interactions
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         SupportLogic
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 * Book a Demo


PRIVACY POLICY

Last updated September 6, 2022

At SupportLogic, we take your privacy seriously. Please read this Privacy Policy
to learn how we treat your personal data. By using or accessing our Services in
any manner, you acknowledge that you accept the practices and policies outlined
below, and you hereby consent that we will collect, use and share your
information as described in this Privacy Policy.

Remember that your use of SupportLogic services is at all times subject to our
Master Services Agreement at SupportLogic MSA, which incorporates this Privacy
Policy. Any terms we use in this Policy without defining them have the
definitions given to them in the SupportLogic MSA.

You may print a copy of this Privacy Policy by clicking below.

Download This Document


PRIVACY POLICY TABLE OF CONTENTS

What this Privacy Policy Covers

Personal Data

 * Categories of Personal Data We Collect
 * Categories of Sources of Personal Data
 * Our Commercial or Business Purposes for Collecting Personal Data

How We Share Your Personal Data

Tracking Tools, Advertising and Opt-Out

Data Security and Retention

Personal Data of Children

Your Rights

Personal Data of Children

California Resident Rights

Other State Law Privacy Rights

Changes to this Privacy Policy

Contact Information


WHAT THIS PRIVACY POLICY COVERS

This Privacy Policy covers how we treat Personal Data that we gather when you
access or use our Services. “Personal Data” means any information that
identifies or relates to a particular individual and also includes information
referred to as “personally identifiable information” or “personal information”
under applicable data privacy laws, rules or regulations. Please note that we
may process Personal Data of our customers’ end users, employees, or contractors
in connection with our provision of certain services to our customers. If we are
processing your Personal Data as a service provider or a processor, you should
contact the entity that collected your Personal Data in the first instance to
address your rights with respect to such data. Under privacy laws, “controllers”
determine how and why to process personal data, and may also be called
“businesses,” and “processors” process personal data at the instruction of the
controller with which they contract, and may also be called “service providers.”
This Privacy Policy does not cover the practices of companies we don’t own or
control or people we don’t manage.


PERSONAL DATA

CATEGORIES OF PERSONAL DATA WE COLLECT

Category of Personal DataExamples of Personal Data We CollectCategories of Third
Parties with Whom We Share this Personal DataProfile of Contact Data·   First
and last name
·   Email
·   Phone number
·   Unique identifiers such as passwords·  Service Providers
·  Advertising Partners
·  Analytics PartnersDevice/IP Data·   IP address
·   Device ID
·   Domain server
·   Type of device/operating system/browser used to access the Services· 
Service Providers
·  Advertising Partners
·  Analytics PartnersWeb Analytics·   Web page interactions
·   Referring webpage/source through which you accessed the Services
·   Statistics associated with the interaction between device or browser and the
Services·  Service Providers
·  Advertising Partners
·  Analytics PartnersSocial Network Data·   Email
·   Phone number
·   Username
·   IP address
·   Device ID·  Service ProvidersGeolocation Data·   IP address-based location
information·  Service Providers
·  Advertising Partners
·  Analytics ServicesOther Identifying Information that You Voluntarily Choose
to Provide·   Identifying information in emails or letters·  Service Providers

This chart details the categories of Personal Data that we collect and have
collected over the past 12 months.

CATEGORIES OF SOURCES OF PERSONAL DATA

We collect Personal Data about you from the following categories of sources:

You

 * When you provide such information directly to us.
   * When you create an account or use our interactive tools and Services.
   * When you voluntarily provide information in free-form text boxes through
     the Services or through responses to surveys or questionnaires.
   * When you send us an email or otherwise contact us. 
 * When you use the Services and such information is collected automatically.
   * Through Cookies (defined in the “Tracking Tools, Advertising and Opt-Out”
     section below).
   * If you use a location-enabled browser, we may receive information about
     your location.

Third Parties

 * Vendors
   * We may use analytics providers to analyze how you interact and engage with
     the Services, or third parties may help us provide you with customer
     support.
   * We may use vendors to obtain information to generate leads and create user
     profiles.
 * Advertising Partners: We receive information about you from some of our
   vendors who assist us with marketing or promotional services related to how
   you interact with our websites, applications, products, Services,
   advertisements or communications.

OUR COMMERCIAL OR BUSINESS PURPOSES FOR COLLECTING PERSONAL DATA

Providing, Customizing and Improving the Services

 * Creating and managing your account or other user profiles.
 * Processing orders or other transactions; billing.
 * Providing you with the products, services or information you request.
 * Meeting or fulfilling the reason you provided the information to us.
 * Providing support and assistance for the Services.
 * Improving the Services, including testing, research, internal analytics and
   product development.
 * Personalizing the Services, website content and communications based on your
   preferences.
 * Doing fraud protection, security and debugging.
 * Carrying out other business purposes stated when collecting your Personal
   Data or as otherwise set forth in applicable data privacy laws, such as the
   California Consumer Privacy Act (the “CCPA”).

Marketing the Services

 * Marketing and selling the Services.
 * Showing you advertisements, including interest-based or online behavioral
   advertising.

Corresponding with You

 * Responding to correspondence that we receive from you, contacting you when
   necessary or requested, and sending you information about SupportLogic or the
   Services.
 * Sending emails and other communications according to your preferences or that
   display content that we think will interest you.

Meeting Legal Requirements and Enforcing Legal Terms

 * Fulfilling our legal obligations under applicable law, regulation, court
   order or other legal process, such as preventing, detecting and investigating
   security incidents and potentially illegal or prohibited activities.
 * Protecting the rights, property or safety of you, SupportLogic or another
   party.
 * Enforcing any agreements with you.
 * Responding to claims that any posting or other content violates third-party
   rights.
 * Resolving disputes.
 * We will not collect additional categories of Personal Data or use the
   Personal Data we collected for materially different, unrelated or
   incompatible purposes without providing you notice.


HOW WE SHARE YOUR PERSONAL DATA

We disclose your Personal Data to the categories of service providers and other
parties listed in this section. Depending on state laws that may be applicable
to you, some of these disclosures may constitute a “sale” of your Personal Data.
For more information, please refer to the state-specific sections below.

 * Service Providers. These parties help us provide the Services or perform
   business functions on our behalf. They include:
   * Hosting, technology and communication providers.
   * Analytics providers
 * Advertising Partners. These parties help us market our services and provide
   you with other offers that may be of interest to you. They include ad
   networks.
 * Analytics Partners. These parties provide analytics on web traffic or usage
   of the Services. They include:
   * Companies that track how users found or were referred to the Services.
   * Companies that track how users interact with the Services.

LEGAL OBLIGATIONS

We may share any Personal Data that we collect with third parties in conjunction
with any of the activities set forth under “Meeting Legal Requirements and
Enforcing Legal Terms” in the “Our Commercial or Business Purposes for
Collecting Personal Data” section above.

BUSINESS TRANSFERS

All of your Personal Data that we collect may be transferred to a third party if
we undergo a merger, acquisition, bankruptcy or other transaction in which that
third party assumes control of our business (in whole or in part). Should one of
these events occur, we will make reasonable efforts to notify you before your
information becomes subject to different privacy and security policies and
practices.

DATA THAT IS NOT PERSONAL DATA

We may create aggregated, de-identified or anonymized data from the Personal
Data we collect, including by removing information that makes the data
personally identifiable to a particular user. We may use such aggregated,
de-identified or anonymized data and share it with third parties for our lawful
business purposes, including to analyze, build and improve the Services and
promote our business, provided that we will not share such data in a manner that
could identify you. 


TRACKING TOOLS, ADVERTISING, AND OPT-OUT

The Services use cookies and similar technologies such as pixel tags, web
beacons, clear GIFs and JavaScript (collectively, “Cookies”) to enable our
servers to recognize your web browser, tell us how and when you visit and use
our Services, analyze trends, learn about our user base and operate and improve
our Services. Cookies are small pieces of data– usually text files – placed on
your computer, tablet, phone or similar device when you use that device to
access our Services. We may also supplement the information we collect from you
with information received from third parties, including third parties that have
placed their own Cookies on your device(s). Please note that because of our use
of Cookies, the Services do not support “Do Not Track” requests sent from a
browser at this time.

We use the following types of Cookies:

 * Essential Cookies. Essential Cookies are required for providing you with
   features or services that you have requested. For example, certain Cookies
   enable you to log into secure areas of our Services. Disabling these Cookies
   may make certain features and services unavailable.
 * Functional Cookies. Functional Cookies are used to record your choices and
   settings regarding our Services, maintain your preferences over time and
   recognize you when you return to our Services. These Cookies help us to
   personalize our content for you, greet you by name and remember your
   preferences (for example, your choice of language or region).
 * Performance/Analytical Cookies. Performance/Analytical Cookies allow us to
   understand how visitors use our Services. They do this by collecting
   information about the number of visitors to the Services, what pages visitors
   view on our Services and how long visitors are viewing pages on the Services.
   Performance/Analytical Cookies also help us measure the performance of our
   advertising campaigns in order to help us improve our campaigns and the
   Services’ content for those who engage with our advertising. For example,
   Google LLC (“Google”) uses cookies in connection with its Google Analytics
   services. Google’s ability to use and share information collected by Google
   Analytics about your visits to the Services is subject to the Google
   Analytics Terms of Use and the Google Privacy Policy. You have the option to
   opt-out of Google’s use of Cookies by visiting the Google advertising opt-out
   page at www.google.com/privacy_ads.html or the Google Analytics Opt-out
   Browser Add-on at https://tools.google.com/dlpage/gaoptout/.
 * Retargeting/Advertising Cookies. Retargeting/Advertising Cookies collect data
   about your online activity and identify your interests so that we can provide
   advertising that we believe is relevant to you. For more information about
   this, please see the section below titled “Information about Interest-Based
   Advertisements.” For example, we use Retargeting/Advertising Cookies from
   Google and LinkedIn.

You can decide whether or not to accept Cookies through your internet browser’s
settings. Most browsers have an option for turning off the Cookie feature, which
will prevent your browser from accepting new Cookies, as well as (depending on
the sophistication of your browser software) allow you to decide on acceptance
of each new Cookie in a variety of ways. You can also delete all Cookies that
are already on your device. If you do this, however, you may have to manually
adjust some preferences every time you visit our website and some of the
Services and functionalities may not work.

To explore what Cookie settings are available to you, look in the “preferences”
or “options” section of your browser’s menu. To find out more information about
Cookies, including information about how to manage and delete Cookies, please
visit http://www.allaboutcookies.org/.

INFORMATION ABOUT INTEREST-BASED ADVERTISEMENTS:

We may serve advertisements, and also allow third-party ad networks, including
third-party ad servers, ad agencies, ad technology vendors and research firms,
to serve advertisements through the Services. These advertisements may be
targeted to users who fit certain general profile categories or display certain
preferences or behaviors (“Interest-Based Ads”). Information for Interest-Based
Ads (including Personal Data) may be provided to us by you, or derived from the
usage patterns of particular users on the Services and/or services of third
parties. Such information may be gathered through tracking users’ activities
across time and unaffiliated properties, including when you leave the Services.
To accomplish this, we or our service providers may deliver Cookies, including a
file (known as a “web beacon”) from an ad network to you through the Services.
Web beacons allow ad networks to provide anonymized, aggregated auditing,
research and reporting for us and for advertisers. Web beacons also enable ad
networks to serve targeted advertisements to you when you visit other websites.
Web beacons allow ad networks to view, edit or set their own Cookies on your
browser, just as if you had requested a web page from their site.


DATA SECURITY AND RETENTION

We seek to protect your Personal Data from unauthorized access, use and
disclosure using appropriate physical, technical, organizational and
administrative security measures based on the type of Personal Data and how we
are processing that data. You should also help protect your data by
appropriately selecting and protecting your password and/or other sign-on
mechanism; limiting access to your computer or device and browser; and signing
off after you have finished accessing your account. Although we work to protect
the security of your account and other data that we hold in our records, please
be aware that no method of transmitting data over the internet or storing data
is completely secure.

We retain Personal Data about you for as long as you have an open account with
us or as otherwise necessary to provide you with our Services. In some cases we
retain Personal Data for longer, if doing so is necessary to comply with our
legal obligations, resolve disputes or collect fees owed, or is otherwise
permitted or required by applicable law, rule or regulation. We may further
retain information in an anonymous or aggregated form where that information
would not identify you personally.


PERSONAL DATA OF CHILDREN

As noted in the Terms of Use, we do not knowingly collect or solicit Personal
Data about children under 16 years of age; if you are a child under the age of
16, please do not attempt to register for or otherwise use the Services or send
us any Personal Data. If we learn we have collected Personal Data from a child
under 16 years of age, we will delete that information as quickly as possible.
If you believe that a child under 16 years of age may have provided Personal
Data to us, please contact us at privacy@supportlogic.com.


YOUR RIGHTS

> Individuals in the EEA, the UK, Switzerland, and across the globe have certain
> statutory rights in relation to their Personal Data. Subject to any exemptions
> provided by law, you may have the right to request access to your personal
> information, as well as to seek to update, delete, or correct this
> information. You may submit a valid request via email
> to privacy@supportlogic.io.


CALIFORNIA RESIDENT RIGHTS

If you are a California resident, you have the rights set forth in this section.
Please see the “Exercising Your Rights” section below for instructions regarding
how to exercise these rights. Please note that we may process Personal Data of
our customers’ end users or employees in connection with our provision of
certain services to our customers. If we are processing your Personal Data as a
service provider, you should contact the entity that collected your Personal
Data in the first instance to address your rights with respect to such data.

If there are any conflicts between this section and any other provision of this
Privacy Policy and you are a California resident, the portion that is more
protective of Personal Data shall control to the extent of such conflict. If you
have any questions about this section or whether any of the following rights
apply to you, please contact us at privacy@supportlogic.com.

ACCESS

You have the right to request certain information about our collection and use
of your Personal Data over the past 12 months. In response, we will provide you
with the following information:

 * The categories of Personal Data that we have collected about you.
 * The categories of sources from which that Personal Data was collected.
 * The business or commercial purpose for collecting or selling your Personal
   Data.
 * The categories of third parties with whom we have shared your Personal Data.
 * The specific pieces of Personal Data that we have collected about you.

If we have disclosed your Personal Data to any third parties for a business
purpose over the past 12 months, we will identify the categories of Personal
Data shared with each category of third party recipient. If we have sold your
Personal Data over the past 12 months, we will identify the categories of
Personal Data sold to each category of third party recipient.

DELETION

You have the right to request that we delete the Personal Data that we have
collected about you. Under the CCPA, this right is subject to certain
exceptions: for example, we may need to retain your Personal Data to provide you
with the Services or complete a transaction or other action you have requested.
If your deletion request is subject to one of these exceptions, we may deny your
deletion request.

EXERCISING YOUR RIGHTS

To exercise the rights described above, you or your Authorized Agent (defined
below) must send us a request that (1) provides sufficient information to allow
us to verify that you are the person about whom we have collected Personal Data
(e.g. email address, phone number, username, etc.), and (2) describes your
request in sufficient detail to allow us to understand, evaluate and respond to
it. Each request that meets both of these criteria will be considered a “Valid
Request.” We may not respond to requests that do not meet these criteria. We
will only use Personal Data provided in a Valid Request to verify your identity
and complete your request. You do not need an account to submit a Valid Request.

We will work to respond to your Valid Request within 45 days of receipt. We will
not charge you a fee for making a Valid Request unless your Valid Request(s) is
excessive, repetitive or manifestly unfounded. If we determine that your Valid
Request warrants a fee, we will notify you of the fee and explain that decision
before completing your request.

You may submit a Valid Request using the following methods:

 * Email us at: privacy@supportlogic.com
 * Call us at: (408) 471-4710

You may also authorize an agent (an “Authorized Agent”) to exercise your rights
on your behalf. To do this, you must provide your Authorized Agent with written
permission to exercise your rights on your behalf, and we may request a copy of
this written permission from your Authorized Agent when they make a request on
your behalf.

PERSONAL DATA SALES OPT-OUT AND OPT-IN

We will not sell your Personal Data, and have not done so over the last 12
months. To our knowledge, we do not sell the Personal Data of minors under 16
years of age.

WE WILL NOT DISCRIMINATE AGAINST YOU FOR EXERCISING YOUR RIGHTS UNDER THE CCPA

We will not discriminate against you for exercising your rights under the CCPA.
We will not deny you our goods or services, charge you different prices or
rates, or provide you a lower quality of goods and services if you exercise your
rights under the CCPA. However, we may offer different tiers of our Services as
allowed by applicable data privacy laws (including the CCPA) with varying
prices, rates or levels of quality of the goods or services you receive related
to the value of Personal Data that we receive from you.


OTHER STATE LAW PRIVACY RIGHTS

CALIFORNIA RESIDENT RIGHTS

Under California Civil Code Sections 1798.83-1798.84, California residents are
entitled to contact us to prevent disclosure of Personal Data to third parties
for such third parties’ direct marketing purposes; in order to submit such a
request, please contact us at privacy@supportlogic.com.

NEVADA RESIDENT RIGHTS

If you are a resident of Nevada, you have the right to opt-out of the sale of
certain Personal Data to third parties who intend to license or sell that
Personal Data. You can exercise this right by contacting us at
privacy@supportlogic.com with the subject line “Nevada Do Not Sell Request” and
providing us with your name and the email address associated with your account.
However, please note that we do not sell your Personal Data.


CHANGES TO THIS PRIVACY POLICY

We’re constantly trying to improve our Services, so we may need to change this
Privacy Policy from time to time, but we will alert you to any such changes by
placing a notice on the SupportLogic website, by sending you an email and/or by
some other means. Please note that if you’ve opted not to receive legal notice
emails from us (or you haven’t provided us with your email address), those legal
notices will still govern your use of the Services, and you are still
responsible for reading and understanding them. If you use the Services after
any changes to the Privacy Policy have been posted, that means you agree to all
of the changes. Use of information we collect is subject to the Privacy Policy
in effect at the time such information is collected.


CONTACT INFORMATION:

If you have any questions or comments about this Privacy Policy, the ways in
which we collect and use your Personal Data or your choices and rights regarding
such collection and use, please do not hesitate to contact us at:

 * (408) 471-4710
 * privacy@supportlogic.com
 * 356 Santana Row, Suite 1000
   San Jose, CA

If you are located in the EU or UK, you may use the following information to
contact our Data Protection Officer:

 * dpo@supportlogic.com

 * Solutions
   * Support Operations
     * Escalation Management
     * Backlog Management
     * Intelligent Case Routing
     * Sentiment Analysis
     * Proactive Alerts
     * Swarming & Collaboration
     * Account Health Management
     * Customer Support Analytics
     * Text Analytics
     * SLA/SLO Management

 * Solutions
   * Quality Monitoring and Coaching
     * Automatic Quality Monitoring
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     * Predictive CSAT & CES Scoring
     * Scorecard Builder
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   * Agent Productivity
     * Case Summarization
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     * Priority Assist
     * Translation Assist
     * Screen Recording

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   * Careers

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