SupportSpaceInc respects the privacy of our customers, business partners, job applicants, and other visitors to our website who may choose to provide personal information. We recognize the need for appropriate protections and management of personal information that you provide to us. This Privacy Statement will assist you to understand what types of information we may collect, how that information may be used, and with whom the information may be shared.
Scope
This Privacy Statement applies to data collected by SupportSpace through www.supportspace.com (this “Site”). This Privacy Policy applies only to information that you provide to us through this Site.
Information we may process about clients of our customers is dealt with separately in the section entitled “Personal Information of our Customer’s Clients” below.SupportSpace has certified its participation, and compliance with, the U.S. Department of Commerce Safe Harbor framework regarding the transfer of personal information from European Union member countries to the United States. The principles of Safe Harbor compliance are notice, choice, onward transfer, security, data integrity, access and enforcement. Additional information about the Safe Harbor principles and certification process can be found at www.export.gov/safeharbor.
In compliance with the Safe Harbor Principles, SupportSpace commits to resolve complaints about your privacy and our collection or use of your personal information. European Union citizens with inquiries or complaints regarding this privacy policy should first contact SupportSapce at: service@supportspace.com or SupportSpaceInc, Attn: Marketing Department, 400 Oyster Point, Suite 401, South San Francisco, California 94080, U.S.A.
SupportSpace has further committed to refer unresolved privacy complaints under the Safe Harbor Principles to an independent dispute resolution mechanism, the BBB EU Safe Harbor, operated by the Council of Better Business Bureaus. If you do not receive timely acknowledgment of your complaint, or if your complaint is not satisfactorily addressed by SupportSpace, you may contact:
Council of Better Business Bureaus, Inc. BBB EU Safe Harbor, 4200 Wilson Boulevard, Suite 800, Arlington, VA 22203, Phone: 703-276-0100, Web: www.bbb.org/us, Email: eusafeharbor@council.bbb.org
On SupportSpace web site you can order products or services, register products, request information, subscribe to marketing or support materials, download software, enter a contest, apply for a job, respond to promotional campaigns, or register to become an expert, support, services and training. SupportSpace will collect personal information from you for these purposes. Personal information for purposes of this Privacy Statement is information that identifies or can identify a specific individual. SupportSpace may collect information about individuals such as their name, address, telephone number, postal address, or email address, user IDs and passwords, billing and transaction information, credit card or other financial information, and contact preferences. Personal information collected online may be supplemented with information you provide to SupportSpace through other SupportSpace services, as well as other sources such as trade shows or seminars, as well as other data appending methods.
When a SupportSpace Customer and an Expert share a support session, we (or a third party services provider on our behalf) may record e-Support exchanges (including voice and other communications during desktop sharing sessions), telephone calls and the related billing information (“Session Information”).
SupportSpace does not collect personal information when you visit SupportSpace’s web site unless you choose to provide it to SupportSpace.
SupportSpace will use personal information to provide customers and business partners with information and services and to help us better understand your needs and interests. Specifically, we use your information to welcome you, to help you complete a transaction or order, to deliver products or services to you, to bill you for products or services you purchased, and to provide ongoing service and support. Occasionally we may use your information to contact you to complete surveys that we use for marketing and quality assurance purposes or to send promotional mailings to inform you of other products or services available. We may also use information submitted as part of a job application or inquiry to contact you as part of the recruiting and hiring process.
SupportSpace’s website may provide on-line newsgroups, chat forums and blogs for our users. Any information that you disclose in these forums becomes public information, which could be read, collected or used by other users to send you unsolicited messages. You should exercise caution when deciding to disclose your personal information. SupportSpace website also provides for “Live Chat” wherein SupportSpace personnel can monitor the user’s areas of interest in the web site and engage in instant messaging with the user to provide additional information or answer any questions. By posting in our newsgroups and using “Live Chat” you expressly consent to these uses of your information. We are not responsible for the personally identifiable information you choose to submit in these forums. For testimonials, we provide a choice as to whether a user posts his or her personal information along with the testimonial.
In addition, we may use aggregate demographic information to improve our website, but that information is not personally identifiable.
In accordance with applicable law, personal information collected on SupportSpace website may be transferred, stored and processed in the United States or any other country in which SupportSpace or its affiliates or service providers maintain facilities, even if the level of data privacy required is less than that required by the European Union or under Safe Harbor. By entering your personal data, you consent to worldwide processing of your personal information.
Your Sharing of your Personal Information – There are various ways SupportSpace Users can make their Personal Information publicly available through the Site or ways in which they can supply such information to SupportSpace. Proving your Personal Information and any other data through the Site or to SupportSpace whether you are a SupportSpace Member or Customer is voluntary and should correlate with the degree of interaction you want to have with other SupportSpace Users and SupportSpace.
SupportSpace Members – If you register with us through the Site and submit your Personal Information to create a SupportSpace profile you will be sharing that information publicly on the Site and if you are an Expert your profile will also be used to advertise your support services. Consequently, as a SupportSpace Member Customers and other users of the Site will be able to see the information you provide in your profile. In addition, when you apply to become an Expert the Personal Information and Non-Identifying Information you provide to initiate your application is shared with third party service providers to process your application and you consent to such sharing of your Personal and Non-Identifying Information (See “Service Providers,” below.)
Customers – When you as a Customer receive services from Experts, depending on the services you request, the Expert may have access to your Personal Information and Non-Identifying Information and in some cases your computer and whatever data is stored on your computer. For example, if you choose to receive technical support via a desktop sharing session you will be giving the Expert access to your computer over a network in addition to access to whatever documents, files and/or applications are accessible through your computer. You may also provide other diagnostic information to partake of an Expert’s services. Experts will only see your profile during a support session.
SupportSpace may contract with third party service providers and suppliers (including distributors and resellers) to facilitate our Service, to provide the Service on our behalf, to perform Site-related services (e.g., without limitation, application processing, background checking, maintenance services, database management, web analytics and improvement of the Site’s features), to assist us in analyzing how our Site and Service are used or to deliver certain products, services and customer solutions. Examples of such services provided on our behalf are the delivery of mailings, hosting websites, processing transaction and planning events. SupportSpace may share personal information with its service providers and suppliers to the extent needed to deliver the service or respond to requests for information on products or services or otherwise support the customers’ business needs. In these instances, you will not have the opportunity to opt out of having your information shared with these third party providers and suppliers, and they may contact you directly regarding such products or services.
Third party service providers and suppliers receiving personal information are expected to apply the same level of privacy protection as contained in this Privacy Statement. They are required to keep confidential and secure the personal information received from SupportSpace and may not use it for any purpose other than as originally intended. However, unless otherwise dictated by law or agreement, SupportSpace is not responsible for any improper use by such parties.
We may also disclose personal information and the content of communications in order to: (a) comply with the law or respond to lawful requests or legal process; or (b) act in good faith to protect the rights or property of our business, employees, suppliers or customers.
Some SupportSpace services may be co-branded and offered in conjunction with another company. If you register for or use such services, both SupportSpace and the other company may receive information collected in conjunction with the co-branded services.
Unless permitted by relevant laws, or you have provided consent, SupportSpace will not share, sell, trade or lease your personal information to others, except as provided in this Privacy Statement.
SupportSpace does not require that customers, business partners or non-employee visitors to SupportSpace website provide SupportSpace with personal information. The decision to provide personal information is voluntary. If you do not provide the personal information requested, however, you may not be able to proceed with the activity or receive the benefit for which the personal information is being requested.
With respect to the sending of promotional materials, SupportSpace will offer you the opportunity to opt in before such materials are sent to you. You can always unsubscribe or choose not to receive promotional information from us by following the specific instructions in the email you receive or by notifying us via the appropriate method below depending on which site is at issue. It may take a reasonable period of time to process your request, no longer than 30 days. This will not apply to the receipt of mandatory service communications that are considered part of certain SupportSpace services, which you may receive periodically unless you cancel the service.
We will provide you with access to your information, and the opportunity to change your information as described below. To protect your privacy and security, we will take steps to verify your identity before granting access or making changes to your data.
To access and/or correct information, you can do so online or notify us via the appropriate method below Requests to delete personal information are subject to any applicable legal and ethical reporting or document retention obligations.
For supportspace.com: service@supportspace.com or SupportSpaceInc, Attn: Marketing Department, 400 Oyster Point, Suite 401, South San Francisco, California 94080, U.S.A.
SupportSpace is committed to taking reasonable efforts to secure the personal data you choose to provide us. To protect the privacy of any personal information you may have provided, SupportSpace employs industry-standard physical and logical access controls that change in response to the changing regulatory and threat environments including Internet firewalls, intrusion detection, anti-virus protection, and network monitoring, and, where appropriate, Secure Socket Layer (SSL) or similarly encrypted browsers. If a password is used to help protect your accounts and personal information, it is your responsibility to keep your password confidential.
As is true of most web sites, SupportSpace collects and/or logs Internet Protocol addresses, Internet domain names, the web browser and operating system used to access the SupportSpace web site, the files visited, the time spent in each file, and the time and date of each visit. SupportSpace collects these through the use of log files and web beacons.
SupportSpace also uses cookies on of its web site. Cookies are identifiers that can be sent from a web site via your browser to be placed on your computer’s hard drive. Thereafter when you visit a web site, a message is sent back to the web server by the browser accessing the web site. You may elect not to accept cookies by changing the designated settings on your web browser. However, not utilizing cookies may prevent you from using certain functions and features of web sites. The information collected from the use of cookies is used and analyzed to improve SupportSpace’s web site, such as by gaining a better understanding of your interests and requirements regarding our website. Cookies are linked to your personal information, such as your email address or password. You can set your browser to notify you when you are sent a cookie, giving you the chance to decide whether or not to accept it. The information we collect and analyze is used to improve our service to you and personalize your web-browsing experience.
For SupportSpace.com, from time to time we might use the services of a third party vendor to help us measure the effectiveness of our advertising and how visitors use the site. To do this, we use Web beacons and cookies provided by this vendor on this site. The type of information we collect includes the pages visited, navigation patterns, etc. This information helps us learn things such as what product information is of most interest to our customers, and what kinds of offers our customers like to see. These third party tracking devices only collect data in the aggregate. Although the vendor logs the information coming from our site on our behalf, SupportSpace controls how that data may and may not be used. If you do not want to assist SupportSpace in improving our site, products, offers and marketing strategy, you can “opt-out” of this web-site analysis tool by sending email to service@supportspace.com, please include your contact information in the email.
SupportSpace.com utilizes framing techniques to make it appear that the user is still on the site when the user is actually on a third party Web site. Widgets support functions that require that you disclose certain personally identifiable information given the user’s choice of participation.
If you choose to use our referral service to tell a friend about a page on SupportSpace.com, we will ask you for your friend’s name and email address. We will automatically send your friend a one-time email inviting him or her to visit the site. SupportSpace does not store this information.
The SupportSpace web sites may provide links to third-party web sites for your convenience and information. If you access those links, you will leave the SupportSpace web site. SupportSpace does not control those sites or their privacy practices, which may differ from SupportSpace’s. We do not endorse or make any representations about third party web sites. The personal data you choose to give to unrelated third parties is not covered by the SupportSpace Privacy Statement. We encourage you to review the privacy policy of any company before submitting your personal information.
When we provide services to our customers, in some instances we process personal information about their clients (“Client Information”) on their behalf. In these situations it is our customers rather than we who decide the reasons for which the Client Information will be processed. For details of how the Client Information will be used and protected, and details of how to access or correct the information, please refer to the privacy policy of the SupportSpace customer to whom you submitted your personal information. Relevant laws may oblige customers to require that we comply with the same security rules that they are subject to under such laws.
This Site is not directed to children under 18. We do not knowingly collect personally identifiable information from children under 13. If a parent or guardian becomes aware that his or her child has provided us with Personal Information without their consent, he or she should contact us via our Feedback Form. If we become aware that a child under 13 has provided us with Personal Information, we will delete such information from our files.
If you have questions regarding our compliance with this Privacy Statement you should first contact us by making a written submission to SupportSpace‘s Office of the General Counsel, at service@supportspace.com or 400 Oyster Point, Suite 401, South San Francisco, California 94080, U.S.A.
SupportSpace will review and update this Statement periodically, and will note the date of its most recent revision above. If we make material changes to this Statement, we will notify you either by prominently posting a notice of such changes prior to implementing the changes or by directly sending you a notification. Should we undergo any sort of corporate reorganization in the future, you agree that we may provide your information to the resulting entity in which case we will follow these Change procedures. We encourage you to review this Privacy Statement frequently to be informed of how SupportSpace is protecting your information.
SupportSpace respects the intellectual property rights of others and expects its users to do the same. In accordance with the Digital Millennium Copyright Act of 1998, the text of which may be found on the U.S. Copyright Office website at http://www.copyright.gov/legislation/dmca.pdf, SupportSpace will respond expeditiously to claims of copyright infringement committed using the SupportSpace service that are reported to the SupportSpace Designated Copyright Agent identified in the sample notice below.
If you are a copyright owner, authorized to act on behalf of one or authorized to act under any exclusive right under copyright, please report alleged copyright infringements taking place on or through the SupportSpace website (the ?¿½Site?¿½) by completing the following DMCA Notice of Alleged Infringement and delivering it to the SupportSpace Designated Copyright Agent. Upon receipt of Notice as described below, SupportSpace will take whatever action, in its sole discretion, it deems appropriate, including removal of the challenged use from the Site and/or termination of the SupportSpace Customer or Expert account.
1. Identify the copyrighted work that you claim has been infringed, or – if multiple copyrighted works are covered by this Notice – you may provide a representative list of the copyrighted works that you claim have been infringed.
2. Identify the material or link you claim is infringing (or the subject of infringing activity) and that access to which is to be disabled, including at a minimum, if applicable, the URL of the link shown on the Site where such material may be found.
3. Provide your mailing address, telephone number, and, if available, email address.
4. Include both of the following statements in the body of the Notice:
i “I hereby state that I have a good faith belief that the disputed use of the copyrighted material is not authorized by the copyright owner, its agent, or the law (e.g., as a fair use).”
i “I hereby state that the information in this Notice is accurate and, under penalty of perjury, that I am the owner, or authorized to act on behalf of the owner, of the copyright or of an exclusive right under the copyright that is allegedly infringed.”5. Provide your full legal name and your electronic or physical signature.
Deliver this Notice, with all items completed, to SupportSpace’s Designated Copyright Agent:
Copyright Agent
c/oSupportSpace
Contact us using our Feedback Form.
Effective August 1st, 2007